Search Results

• 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 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 IoT Transforms Supply Chain Management

  Assess Opportunities To Enhance Your Supply Chain Processes Using IoT Solutions

  December 11, 2020 | Michele Pelino, Paul Miller

  Across verticals, enterprises use a variety of internet-of-things (IoT)-enabled processes to transform their end-to-end supply chain operations. This report identifies areas where IoT solutions...

• Report Cloud Powers The Adaptive Enterprise

  Vision: The Cloud Computing Playbook

  November 30, 2020 | Dave Bartoletti

  Cloud is no longer tactical but rather a strategic enabler of connected platform economies. Infrastructure and operations (I&O) leaders must orchestrate cloud ecosystems that link employees,...

• Report Analytics, Cloud, And Intelligent Content Services: Stay Ahead Of The Curve

  Benchmarks: The Enterprise Content Management Playbook

  November 6, 2020 | Cheryl McKinnon

  Benchmarks provide enterprise architecture (EA) professionals and their content management program peers with data to inform their roadmaps. Use this report to gauge how other organizations invest...

• Report Enhance EX With Zero Trust

  Business Case: The Zero Trust Security Playbook

  July 13, 2020 | Andrew Hewitt, David Holmes

  Forrester's Zero Trust (ZT) framework is the modern security architecture blueprint for enterprises. Fundamentally, ZT is about moving away from traditional perimeter-based security approaches and...

• Report Machine Makers And Users Fight For Control Of Machine Data

  Clarify Data Flows Before Investing In Machine-As-A-Service Business Models

  July 7, 2020 | Paul Miller

  Connected machines generate a wealth of data — data that's valuable to machine makers optimizing their machines and to machine users optimizing their businesses. It may also be useful to third...

• Report Adoption Profile: Hosted Private Cloud In North America, Q3 2020

  Hosted Private Cloud Providers Shift Their Focus To Hyperscaler Innovations And Managed Services

  July 6, 2020 | Bill Martorelli

  While it may seem a sideshow to an IT industry obsessed with public cloud services, hosted private cloud nevertheless holds a unique position in serving multiple scenarios and users. Hosted private...

• Report Research Overview: Internet Of Things

  An Executive's Guide To Success With IoT

  June 26, 2020 | Frank Gillett

  Firms are using the technologies of the internet of things (IoT) to upgrade their products, transform operations, and gain new insights about real-world events throughout their ecosystems. This...

• Report Collaboration Success Hinges On Effective Change Management

  Continuous Improvement: The Enterprise Collaboration Playbook

  June 19, 2020 | Art Schoeller

  For two decades, companies have introduced new and potentially better tools to help employees collaborate, only to see tepid adoption. In the past several years, employees have begun to...

• Report When And How To Modernize Core Applications Using Low-Code Platforms

  Enterprises Are Extending The Value Of Low-Code Development

  June 10, 2020 | John Bratincevic, John Rymer

  Application development and delivery (AD&D) pros using low-code development platforms are starting to tackle large, complex mission-critical (core) applications. As they do, they're learning...

• Report The Cloud CX Value Map

  Use The CX Value Map To Measure Cloud Success Across Your Organization

  June 3, 2020 | Dave Bartoletti, Will McKeon-White

  As enterprises expand their cloud usage, infrastructure and operations (I&O) professionals are increasingly cloud intermediaries and must become better "vendors" of services for their internal...

• Report Adoption Profile: Hosted Private Cloud In Europe, Q2 2020

  Local Providers Target Dedicated Infrastructure, Unique Scenarios, And Services

  May 29, 2020 | Paul Miller, Bill Martorelli

  Adoption of hosted private cloud continues to grow; it combines the expertise of a cloud service provider with the workload isolation of a private cloud. While some balk at its shortcomings...

• Report Adoption Profile: Public Cloud In Europe, Q2 2020

  European Public Cloud Innovation Continues

  May 29, 2020 | Paul Miller

  Every enterprise in Europe is continually evolving its cloud strategy — or should be. In 2020, European infrastructure and operations (I&O) pros are tasked with critiquing the cost efficiency and...

• Report Adoption Profile: Public Cloud In North America, Q2 2020

  May 27, 2020 | Dave Bartoletti

  Public cloud continues to be an essential business platform for rapid innovation, scalable infrastructure, and customer-driven technology modernization. After more than a decade, public cloud is a...

• Report IoT Solutions Transform Smart Buildings Into Strategic Productivity Assets

  Extend Opportunities Beyond Efficiency To Include Enhancing Worker Experience

  May 12, 2020 | Michele Pelino, Andrew Hewitt

  Many firms are deploying building management solutions enabled by the internet of things (IoT) to achieve operational and strategic goals. Initial benefits often focus on improving energy...

• Report RPA Inquiry Spotlight, 2020

  Forrester Inquiries Highlight Scale, Security, Governance, And AI Integration Issues

  May 11, 2020 | Craig Le Clair

  The 600 robotic process automation (RPA) inquiries Forrester received in 2019 showed a marked difference from those in 2017. Governance, scale, and RPA's role in more transformative use cases such...

• Report Developer Adoption Of Front-End Frameworks: Angular Leads, But React And Vue Gain

  As Front-End Frameworks Mature, A Potential New Leader Emerges

  May 8, 2020 | Jeffrey Hammond

  It's practically a development trope: Don't like the front-end framework your developers use? Wait six months, and it will change. But developer adoption data over the past three years shows that...

• Report The Top Five Best Practices For RPA In Customer Service

  How To Drive Great Agent And Customer Experiences With RPA

  April 6, 2020 | Kate Leggett

  Just under half of customer service operations we surveyed are using robotic process automation (RPA) to automate repeatable agent tasks. RPA helps onboard agents faster, boosts their confidence,...

• Report Microservice Application Platforms Need A New Type Of Reference Architecture

  The Unique Needs Of Each Business Domain Call For Custom Cloud-Native Application Platforms

  March 6, 2020 | Randy Heffner

  In these early days for microservices, it's clear that they face a long road to maturity: Only 13% of microservices users say they have production-proven platforms. Enterprises need microservice...

• Report Plan Your Microservice Application Platforms Using A New Structure For A New Era

  Java Is A Useful Point Of Contrast For Future Cloud-Native Application Platforms

  February 11, 2020 | Randy Heffner

  While enterprise developers increasingly adopt microservices, maturity will be a long time in coming. For mainstream developers to build high-end solutions with microservices, enterprises need...

• Report Elements Of Reputation: Seven Traits That Indicate A Thoughtful Tech GTM Strategy

  A Buyer's Guide To Building Trust With Your Technology Providers

  January 10, 2020 | Abhijit Sunil

  The infrastructure market is an intense flurry of innovation and hype. Several themes characterize the go-to-market (GTM) strategies of the most ambitious and best-in-class vendors — which aren't...

• Report Combine Augmented And Mixed Reality With IoT To Deliver Insight At The Point Of Need

  Combining IoT With Extended Reality Tools Gives Frontline Workers Data When, Where, And How They Need It

  January 8, 2020 | Paul Miller

  Augmented reality (AR), mixed reality (MR), and virtual reality (VR), collectively referred to as extended reality, can visualize data collected from sensors that are part of the internet of things...

• Report Goodbye Desktop Engineering, Hello Digital Experience Architect

  From Patches To Productivity: How Desktop Teams Will Evolve In 2020 To Meet The Needs Of The Modern Workforce

  December 18, 2019 | Andrew Hewitt

  Infrastructure and operations (I&O) professionals increasingly understand the direct link between poor technology experience and employee disengagement, burnout, and attrition. As a result, they're...

• Report Microsoft Is About To Shake Up Low-Code Platforms

  Determine Power Apps' Place In Your App Dev Strategy Now

  December 3, 2019 | Rob Koplowitz, John Rymer

  The low-code development market is red hot as enterprises seek new ways to build more software more quickly. About 100 vendors are jockeying for dominance, but a new sheriff just came to town....