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  • Report Banks Need To Prepare For Banking Application Ecosystems

    Forward-Looking Banks Plan To Assemble Their Banking Applications
    February 19, 2019 | Jost Hoppermann

    Very few banks and technology leaders disagree that banks need complete digital transformation. Leading banks are moving to advanced digital target state architectures without creating new legacy....

  • Report The Digital Disruption Of Small Business Banking

    Banks Must Improve Digital Services For SMEs — Or Lose Customers To Disruptors
    February 19, 2019 | Peter Wannemacher

    Over the past decade, established banks have worked hard to extend their products and services to retail customers who've moved onto digital touchpoints. But digital banking for small and...

  • Report Build An Agile BI Organization To Support An Insights-Driven Culture

    Organization: The Business Intelligence Playbook
    February 19, 2019 | Boris Evelson

    An insights-driven organizational culture is key to enterprise success and competitive differentiation, and Agile business intelligence (BI) is a required foundational component to make it succeed....

  • Report The Five Essential Steps To Plan Your CX Transformation

    The Strategy Report In The CX Transformation Playbook
    February 19, 2019 | Harley Manning

    Customer experience (CX) transformations are huge, complex, and expensive. That's why, as a CX transformation leader, you need to craft a plan detailing why and how you want to transform your...

  • Report Business Platform Vendors Step Up To Accelerate Software-Based Transformation

    Software Companies Now Offer Digital Transformation Consulting
    February 19, 2019 | Nigel Fenwick

    Forrester's Now Tech research on transformation accelerators highlights services firms with the capabilities to help CIOs and CDOs effectively scale local innovation and deliver enterprisewide...

  • Report Forrester Analytics: Adtech (Data Management Platforms) Forecast, 2018 To 2023 (Global)

    ForecastView Document
    February 15, 2019 | Jennifer Adams, Tina Moffett

    Data management platforms (DMPs) facilitate smarter media buying by unifying data from multiple sources to allow more accurate and detailed audience segmentation. We expect the global DMP market to...

  • Report Quantifying The Business Value Of SaaS

    Business Case: The SaaS Transformation Playbook
    February 15, 2019 | Liz Herbert, Adam Schlegel

    Software-as-a-service (SaaS) continues to grow in popularity across every type of enterprise application. And SaaS purchases can be both expensive and mission-critical — putting more pressure on...

  • Report How To Build A VoC Program In Healthcare

    February 15, 2019 | Faith Adams, Arielle Trzcinski

    Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. To drive success, healthcare organizations (HCOs) must be...

  • Report Prepare For Blockchain's Impact On The Telecommunications Sector

    Distributed Ledger Technology Offers The Potential For New Services And Efficiencies For Telcos And Their Customers
    February 15, 2019 | Dan Bieler

    The telecommunications sector has been slow to embrace the opportunities of distributed ledger technology, AKA blockchain. This follower approach is risky: The emerging virtualization of network...

  • Report How US Customers Research And Buy Life Insurance

    Meet Prospects At The Point Of Need With Easy Ways To Research And Apply
    February 14, 2019 | Benjamin Ensor, August Du Pont

    Life insurance isn't consumers' top priority — until life events prompt them to buy it. Digital teams need to have the right resources in place for when that moment hits. This report explains why...

  • Report Harness Marketing's Most Powerful Tool: Emotion

    New Techniques Reveal Consumers' Real Decision Process
    February 14, 2019 | Jim Nail

    Emotions are essential to marketing, experience, and loyalty but have long seemed beyond rigorous definition and quantification. But market research firms are translating recent neuroscience and...

  • Report The Employee Experience Technology Ecosystem

    Tools And Technology: The Employee Experience Playbook
    February 14, 2019 | David K. Johnson, Andrew Hewitt

    If you hold a traditional view and think about employee experience (EX) from the vantage point of the employee life cycle, from initial hiring to the exit interview, you're missing your single...

  • Report Introducing Forrester's Employee Experience Index

    Landscape: The Employee Experience Playbook
    February 14, 2019 | David K. Johnson, Samuel Stern

    The debate about the importance of employee experience (EX) is moving into a new phase. It's no longer a question of whether EX is important. Now the debate is about which EX elements matter most....

  • Report Now Tech: Omnichannel Customer Service Outsourcers, Q1 2019

    Forrester's Overview Of 28 Omnichannel Customer Service Outsourcing Providers
    February 14, 2019 | Ian Jacobs, Laura Naparstek

    You can use omnichannel customer service outsourcing to improve cost efficiency, quickly stand up digital engagement channels, and adjust to unexpected customer interaction volume. But to access...

  • Report Early Adopters Of VSM Start To See The Light

    How Early Adopters Of Value Stream Management Align App Dev With Business Outcomes
    February 13, 2019 | Christopher Condo, Bill Seguin

    Value stream management (VSM) tools are starting to emerge to fill the gaps that DevOps alone can't, such as the capture and visualization of KPIs and the ability to connect business needs to value...

  • Report Digital Ups The Stakes For B2B Sales Pros

    Vision: The B2B eCommerce Playbook
    February 13, 2019 | Allen Bonde

    Nearly four years after forecasting that 1 million B2B salespeople would be displaced by 2020, Forrester sees B2B buyers both accelerating their shift to self-service and demanding higher-quality...

  • Report The Security Of Cryptocurrencies

    Security Must Help Business Leaders Make Risk-Based Decisions On Cryptocurrency Adoption And Implementation
    February 13, 2019 | Andras Cser, Heidi Shey, Jeff Pollard

    Many enterprises are considering the adoption of cryptocurrencies for payment. As a security and risk (S&R) professional, you're responsible for helping business leaders understand the legal and...

  • Report What's New In Service Design And What It Means For CX Pros

    Highlights From The 2018 Global Service Design Conference With Forrester's Analysis
    February 13, 2019 | Karine Cardona-Smits

    What's the latest in service design, and what does it mean for customer experience (CX) professionals? Forrester attended the 2018 Service Design Global Conference in October to investigate, and we...

  • Report Drive Greater Speed, Innovation, And Adoption With SaaS Transformation

    Executive Overview: The SaaS Transformation Playbook
    February 13, 2019 | Liz Herbert

    Companies looking to maintain their competitive edge and execute on digital transformation strategies need modern, flexible business applications. Forrester's software-as-a-service (SaaS)...

  • Report The Forrester Wave™: Cloud Hadoop/Spark Platforms, Q1 2019

    The 11 Providers That Matter Most And How They Stack Up
    February 13, 2019 | Noel Yuhanna, Mike Gualtieri

    Cloud Hadoop/Spark (HARK) platforms accelerate insights by automating the storage, processing, and accessing of big data. In our 25-criterion evaluation of HARK providers, we identified the 11 most...

  • Report Join The Progressive Web App Movement

    Apple's On Board To Help You Build A Mobile Website That Combines The Frictionlessness Of The Web With The Experience Of An App
    February 12, 2019 | Ted Schadler

    Now that Apple supports the progressive web app (PWA) standards that Google pioneered, it's time to join organizations like eBay, the Financial Times, Flipkart, Starbucks, and West Elm in the...

  • Report It's Time To Make Every Web Application A Progressive Web App

    Mobile Apps Will Slip To A Niche Role As PWAs Combine The Discoverability Of The Web With The Experience Of An App
    February 12, 2019 | Michael Facemire, Ted Schadler

    The technology pendulum has swung from the web being all the rage to the web being a terrible experience. Now, it's swinging back to the web being all the rage again, thanks to progressive web apps...

  • Report Protecting Your Brand On The Rogue Web

    Wholesalers Could Ignore Internet-Based Sellers . . . Until Now
    February 12, 2019 | Sucharita Kodali

    Brands have invested tremendous amounts in their equity. In the past, gray-market goods might have been available in a side alley in major cities, but the transparency of the internet lets...

  • Report Six Things Brands Must Do Online To Improve Sales

    Follow Forrester's eCommerce Enablement Framework To Grow Presence And Share
    February 12, 2019 | Sucharita Kodali

    Brands are now generating a hefty percentage of their overall revenues through eCommerce, often on websites other than their own. To ensure that other retailers and digital business professionals...

  • Report The Winning Way To Plan Customer Research

    Use Forrester's Customer Research Canvas To Drive The Why, What, How, And Who Of Your Research Efforts
    February 12, 2019 | Kelly Price, Gina Bhawalkar

    Although companies increasingly recognize that if they want to improve CX significantly, they can't skip customer research, Forrester consistently hears from CX pros who struggle to conduct the...

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