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• Webinar Emerging Technology Trends In Banking For 2021

  Thursday, February 18, 2021, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Jost Hoppermann, Martha Bennett

  Banks are transforming their organizations with digital technologies. Forces such as emerging technology, fintechs, changing customer behavior, and the decomposition of the banking industry are...

• Report Forrester Infographic: Conversational AI Raised Efficacy But Not CX During The Pandemic In Asia

  January 20, 2021 | Vasupradha Srinivasan

  Most organizations see value in service automation, especially when managing a crisis. Many have also made significant investments in service automation as a way to improve efficiency and customer...

• Report The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q1 2021

  Twenty Technologies Underpin Customer Service

  January 19, 2021 | Kate Leggett, Ian Jacobs, Art Schoeller

  Customer service is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in customer service, companies are evaluating and adopting a...

• Report Transform The Contact Center For Customer Service Excellence

  Executive Overview: The Contact Centers For Customer Service Playbook

  January 15, 2021 | Kate Leggett

  Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously....

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  Webinar Software Development Predictions 2021

  January 11, 2021 | Jeffrey Hammond, Chris Gardner

  As 2020 comes to a close, it is once again time to talk predictions for the upcoming year. This past year, the global pandemic put tremendous pressure on development shops to adapt to new ways of...

• Report Adopt Agile And DevOps To Drive Digital Business Success

  Executive Overview: The Modern Application Delivery Playbook

  January 6, 2021 | Chris Gardner, Jeffrey Hammond

  Every business is now a digital business. Companies are scrambling to respond to consumers' higher expectations and nimbler competitors. Application development and delivery (AD&D) organizations...

• Report Build An Outside-In Contact Center Roadmap

  Roadmap: The Contact Centers For Customer Service Playbook

  December 31, 2020 | Art Schoeller

  In most industries, a large percentage of customer contacts need support from contact center agents. Developing a solid contact center roadmap in the context of a broader customer experience (CX)...

• Report Assess Your Agile Software Leadership Management Maturity

  Assessment: The Agile Software Leadership Playbook

  December 29, 2020 | Margo Visitacion

  Placing the customer at the center of the strategy puts increased emphasis on the role of agile software leadership in integrated planning and delivery. This report and assessment tool allow...

• Report Digital Transformation Requires Development Transformation

  Vision: The Modern Application Delivery Playbook

  December 29, 2020 | Jeffrey Hammond, Diego Lo Giudice, Christopher Condo

  Most IT organizations don't have the right operational models to develop and deliver great digital experiences. This report makes a case that digital and software development leaders should take a...

• Report Planning And Delivery Ecosystem: The Central Nervous System For Delivering Business Strategy

  Tools And Technology: The Agile Software Leadership Playbook

  December 22, 2020 | Margo Visitacion

  CRM and enterprise resource planning (ERP) are familiar enterprise systems of record for customer and financial transactions, respectively. However, there's no equivalent system that informs firms...

• Report Embrace Event-Driven Architecture To Drive Agility, New Channels, And New Partnerships

  Event-Driven Architecture Is The Key To Unlock Your Data Silos

  December 18, 2020 | David Mooter

  As data continues to grow in value, it is vital that businesses unsilo their data. Rapid growth, the pivot to public cloud, and M&A make data integration an even greater challenge. Event-driven...

• Report The Market For Microsoft Business Applications Services Will Hit $10.3 Billion In 2023

  Implementation Service Providers Race To Build Solutions And Capabilities

  December 17, 2020 | Leslie Joseph

  Microsoft's portfolio of business applications in the cloud encompasses Dynamics 365 and Power Platform. These applications have seen significant growth, supported by a fast-growing but fragmented...

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  Webinar Interpreting The Forrester Wave™ Evaluation Of Services Providers For Oracle SaaS Business Apps, Q4 2020

  November 11, 2020 | Amanda LeClair, Liz Herbert

  This year’s Forrester Wave evaluation of Oracle apps services providers focused on the 10 leading partners for Oracle’s software-as-a-service (SaaS) business apps. Join this webinar to...

• Report Organizing For Success In Collaboration

  Organization: The Enterprise Collaboration Playbook

  October 23, 2020 | Art Schoeller

  Too often, technology leaders approach staffing for collaboration as they would other projects led by the technology organization. Application development and delivery (AD&D) leaders must establish...

• Report Organize Your App-Dev Teams With Agile And DevOps

  Organization: The Modern Application Delivery Playbook

  October 9, 2020 | Diego Lo Giudice

  Application development and delivery (AD&D) leaders are embracing modern application delivery practices and taking the steps they need to transform their organizations. This means changing culture,...

• Report Assess And Enhance Your Modern Application Delivery Journey

  Assessment: The Modern Application Delivery Playbook

  October 2, 2020 | Diego Lo Giudice

  Customer-obsessed organizations increasingly expect application leaders to speed and scale software delivery. Many application development and delivery (AD&D) leaders know they need to improve, but...

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  Webinar Digital Operations Platforms For Distribution Businesses

  Based On The Forrester Wave™

  October 2, 2020 | Liz Herbert, George Lawrie, Duncan Jones

  Digital operations platforms (DOPs) deliver the enterprise functionality needed to deliver new value to stakeholders and to respond to the shifting expectations of both their customers and their...

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  Webinar Digital Operations Platforms For Services Businesses

  Based On The Forrester Wave™

  October 1, 2020 | Liz Herbert

  Digital operations platforms (DOPs) deliver the enterprise functionality needed to deliver new value to stakeholders and to respond to the shifting expectations of both their customers and their...

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  Webinar The Future Of Software Development: How AI Will Automate 70% Of Software Development

  September 24, 2020 | Diego Lo Giudice, Mike Gualtieri

  Automated software development is not science fiction. Continuing breakthroughs in AI technologies, including deep learning, reinforcement learning, and high-performance computing, are already...

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  Webinar Digital Operations Platforms For Manufacturing

  Based On The Forrester Wave™

  September 23, 2020 | Liz Herbert, George Lawrie

  Digital operations platforms (DOPs) deliver the enterprise functionality needed to deliver new value to stakeholders and to respond to the shifting expectations of both their customers and their...

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  Webinar Trim Tech Costs By Retiring, Replacing, Or Renegotiating Your SaaS App Portfolio

  September 15, 2020 | Duncan Jones, Ted Schadler

  You likely have hundreds of software-as-a-service (SaaS) apps, some critical and some just lying around. You can save money without compromising impact with a careful SaaS discovery, assessment,...

• Report Win Funding For Your Customer Service Project

  Business Case: The Contact Centers For Customer Service Playbook

  August 14, 2020 | Ian Jacobs, Kate Leggett

  In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service leaders must invest in modernizing their technology. Doing so...

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  Webinar Drive Software Delivery Transformation With Value Stream Management

  Based On The Forrester Wave™

  August 13, 2020 | Christopher Condo

  The Forrester Wave™: Value Stream Management Solutions, Q3 2020 highlights the key differentiators that separate value stream management (VSM) offerings. In this webinar, Chris Condo reviews...

• Report Scaling Agile: What The Spotify Approach Can Do For You

  Roadmap: The Modern Application Delivery Playbook

  August 7, 2020 | Diego Lo Giudice

  Spotify's model for scaling Agile software delivery has gained interest among enterprises and application development and delivery (AD&D) pros alike, which we learned in our research and interviews...

• Report Now Tech: API Management Solutions, Q3 2020

  Forrester's Overview Of 30 API Management Providers

  July 29, 2020 | Randy Heffner

  Companies use API management solutions as a foundation to enable digital transformation, manage relationships with external and internal API users, and drive business value from APIs. But to access...