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  • 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

    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....

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