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• Report Build An Outside-In Contact Center Road Map

  Road Map: The Contact Centers For Customer Service Playbook

  September 17, 2019 | Art Schoeller

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

• Report Developer Engagement Best Practices

  How Vendors Drive Software Adoption By Engaging With Developers

  September 13, 2019 | Jeffrey S. Hammond

  Enterprise software companies traditionally focus on selling new products to technical management and business leaders, but influential developers offer another channel for adoption. Engaging...

• Report Machine Learning Powers The Industrial Internet Of Things

  Insights From IoT Software Platforms Create New Service-Based Experiences To Delight Customers And Drive Growth

  September 10, 2019 | Paul Miller, Michele Pelino

  The internet of things (IoT) plays a pivotal role in transforming the industrial sector. Connecting machines to record their usage patterns is often the first step, and it can deliver tangible...

• Report Use Data From The Industrial Internet Of Things To Deliver Customer-Centric Business Models

  A Great Physical Product Is No Longer Enough, So Manufacturers Turn To IoT To Build New Connections With Their Customers

  September 10, 2019 | Paul Miller

  Product-as-a-service business models have mostly been limited to expensive, long-term investments like jet engines. However, the increasing ubiquity of internet-of-things (IoT) sensors and...

• Report The Spotify Approach In Banking: Don't Copy It; Adapt It

  How To Scale Agile By Cherry-Picking From The Spotify Approach

  September 6, 2019 | Diego Lo Giudice, Oliwia Berdak

  Born-digital firms have embraced next-generation organizational structures. The Spotify approach in particular is hogging the limelight. But what works in lean digital businesses might not be...

• Report Agile Organizations Need Modern Governance Structures

  People: The Agile Software Leadership Playbook

  August 23, 2019 | Margo Visitacion

  Responding to demand for high-quality customer experience, firms have adopted Agile to innovate. When these digital initiatives scale, however, any enterprise program management maturity they lack...

• Report Embrace Decentralized Decision Making, But Keep Planning Holistic

  Processes: The Agile Software Leadership Playbook

  August 23, 2019 | Margo Visitacion

  For a few years now, enterprise decision makers have most often listed improving customer experience (CX), growing revenue, or reducing costs as their top priority. Changing customer demands mean...

• Report The Future Of VDI Is Cloud

  Cloud-Based Virtualization Will Surpass On-Premises VDI To Improve Scalability And Manageability

  July 31, 2019 | Andrew Hewitt, David K. Johnson

  Seeking to arm employees with the technology they need to drive business growth, enterprises have invested in digital workspace technologies like virtual desktop infrastructure (VDI), but change is...

• Report Adoption Profile: Hosted Private Cloud In North America, Q2 2019

  HPC Providers Shift Focus To Managed Services As Public Cloud Continues To Absorb More Of Their Market

  July 3, 2019 | Lauren E. Nelson

  While not the shiniest toy on the shelf, hosted private cloud (HPC) holds a unique position in serving multiple scenarios and users. HPC bridges the public and private cloud spaces — combining the...

• Report How To Budget For Employee-Facing Technology For 2020

  Align Technology Purchases To Business Imperatives For EX Success

  June 10, 2019 | Andrew Hewitt

  Infrastructure and operations (I&O) leaders planning their budgets for 2020 and beyond must purchase technology that enables employees to win, serve, and retain customers. But workforce...

• Report Five Key Trends That Will Reshape The Employee Technology Experience

  Keep Employee Experience At The Center Of Your Technology Strategy As You Move Past Windows 7

  May 22, 2019 | Andrew Hewitt

  Windows 7 has been a corporate PC staple — but at nearly 10 years old, it's at its end of life. Though some infrastructure and operations (I&O) leaders responsible for employee technology have...

• Report Adoption Profile: Hosted Private Cloud In Europe, Q2 2019

  Local Providers Target Dedicated Infrastructure, Unique Scenarios, And Services

  May 7, 2019 | Lauren E. Nelson, Paul Miller

  Adoption of hosted private cloud (HPC) continues to grow, despite criticism. HPC combines the expertise of a cloud service provider with the isolation of a private cloud. While some balk at its...

• Report The State Of Chromebooks, 2019

  When The Conditions Are Right, Chromebooks Can Improve Both Customer And Employee Experience

  April 30, 2019 | Andrew Hewitt, J. P. Gownder

  Eight years into their existence, Chromebooks haven't taken the enterprise market by storm — but have slowly but surely gained enterprise mindshare. I&O leaders are reassessing how Chromebooks can...

• Report Adoption Profile: Private Cloud In North America, Q2 2019

  Open Source Is Everywhere, And Private Cloud Redefines Itself

  April 29, 2019 | Lauren E. Nelson

  Contrary to popular belief, private cloud is here to stay. And as enterprises align their cloud strategies to business objectives, they're redefining it. Many enterprises face a stark reality:...

• Report How To Wake Up From The Nightmare Of Workplace Technology Distraction

  Build A Solid User Experience To Enable A More Focused Workforce

  April 26, 2019 | Andrew Hewitt

  To remain competitive in a world of increasingly connected customers, businesses have turned to the latest digital technologies to improve employees' productivity, collaboration, and connection to...

• Report Get The Most Out Of IoT-Connected Business Operations Services Engagements

  Insights From The Forrester Wave™: Global IoT Services For Connected Business Operations, Q4 2018

  April 23, 2019 | Michele Pelino, Bill Martorelli

  The market for internet-of-things (IoT) professional services is robust but immature. Consequently, technology stakeholders driving connected business operations initiatives must sift through...

• Report The State Of Low-Code Platform Adoption, 2018

  February 6, 2019 | John R. Rymer, Bill Seguin

  Low-code development platforms are an increasingly hot topic of discussion with Forrester clients, but is this trend a flash in the pan? In 2018, Forrester gathered insights into the state of...

• Report Put Product Management To Work In Software Development

  Organize Development By Product And Reap The Benefits

  February 4, 2019 | Christopher Condo, Bill Seguin

  To deliver software faster, top-performing application development and delivery (AD&D) organizations have adopted product-centric teams that obliterate organizational silos and force teams to...

• Report The Future Of Enterprise Computing

  Driving Employee Experience Improvements Requires A Long-Term Vision Of Devices And Apps

  January 18, 2019 | J. P. Gownder, Andrew Hewitt

  In 2007, Forrester predicted that the PC market would grow beyond its then-standard two-form factors (laptops and desktops) — a prediction that came true and redefined enterprise and consumer...

• Report The Path To Autonomous Testing: Augment Human Testers First

  Distinguishing Myth From Reality In AI-Based Autonomous Testing

  January 7, 2019 | Diego Lo Giudice

  Digital acceleration can't happen without better-quality software, and software testing matters more than ever for quality at speed. However, test automation lags, and growing complexity challenges...

• Report Tackling The Unsexy Challenge Of Mainframe Modernization

  The Cloud Era Demands Connection To Modern DevOps Practices

  December 21, 2018 | Lauren E. Nelson, Chris Gardner

  The death knell for mainframe has rung every year for the past several decades, but it's not going away. Infrastructure and operations (I&O) professionals are doubling down, migrating off, and...

• Report Industry Spotlight: Improving Employee Mobility In Financial Services

  Do Right By Your Regulations, But Don't Forget About Employee Experience

  November 1, 2018 | Andrew Hewitt

  Mobile infrastructure and operations (I&O) teams in financial services firms face the daunting task of creating productive mobile experiences for employees while also navigating the unique security...

• Report Benchmark Your Enterprise Cloud Adoption

  Benchmarks: The Cloud Computing Playbook

  October 22, 2018 | Dave Bartoletti

  Enterprise cloud computing adoption accelerated in 2017 and will continue to grow through 2020. Are you ahead of your competitors — or lagging behind the average enterprise? Infrastructure and...

• Report Cloud Powers The New Platform Economy

  Vision: The Cloud Computing Playbook

  October 12, 2018 | Dave Bartoletti, Liz Herbert

  Cloud is no longer a tactical solution but rather a strategic enabler of connected economies. Technology leaders will orchestrate cloud ecosystems that connect employees, customers, partners,...

• Report Digital Transformation Requires Development Transformation

  Vision: The Modern Application Delivery Playbook

  October 9, 2018 | Jeffrey S. 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...