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  • Report Assess Your Digital Experience Delivery Maturity

    Assessment: The Digital Experience Delivery Playbook
    March 6, 2019 | Mark Grannan, Nick Barber

    Application development and delivery (AD&D) professionals should assess their maturity in delivering customer-obsessed digital experience (DX) initiatives. But how? Forrester's self-assessment...

  • Report Digital Business Requires Agile Financial Planning

    Performance Management: The Strategic Portfolio Management Playbook
    February 28, 2019 | Margo Visitacion

    In the battle to win new customers, companies have turned to Agile practices to deliver software-based products and services that provide great customer experiences. The shift to Agile dev...

  • Report Rethink Metrics To Gain DX Traction

    Performance Management: The Digital Experience Delivery Playbook
    December 6, 2018 | Mark Grannan, Danielle Jessee

    Traditional, centralized application development and delivery (AD&D) teams often measure only two things: time and budget. Without the right metrics, AD&D doesn't have clarity about digital...

  • Report Build The Right Software Better And Faster With Agile And DevOps Metrics

    Performance Management: The Modern Application Delivery Playbook
    November 29, 2018 | Diego Lo Giudice

    Customer-obsessed strategies put application development and delivery (AD&D) leaders under tremendous pressure to deliver quickly rather than perfectly. But AD&D pros also know they must deliver...

  • Report Grow Your Business And Compete With A Winning Business Intelligence Strategy

    Executive Overview: The Business Intelligence Playbook
    November 20, 2018 | Boris Evelson

    Enterprise business intelligence (BI) is chock-full of challenges. Only partially a science, it remains mostly an art based on best practices and lessons learned. Rather than reinvent the wheel,...

  • Report Define The Right Metrics For Tracking CRM Success

    Performance Management: The CRM Playbook
    October 12, 2018 | Kate Leggett

    Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of CRM initiatives. This report describes a five-step process for...

  • Report Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    August 21, 2018 | Ian Jacobs, Kate Leggett

    Customer service leaders can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer...

  • Report The Business Impact Of Digital Experience Technology Is Profitable Growth

    Business Case: The Digital Experience Delivery Playbook
    August 17, 2018 | Ted Schadler

    Armed with the methods in this report, application development and delivery (AD&D) professionals can help their companies link digital experience strategy to the technology road map. First, assess...

  • Report Embrace Continuous Improvement To Power Customer Service Operations

    Continuous Improvement: The Contact Centers For Customer Service Playbook
    August 3, 2018 | Kate Leggett, Art Schoeller

    Companies struggle to deliver effective, personal customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D) pros can improve customer...

  • Report Quantify The Business Value Of CRM

    Business Case: The CRM Playbook
    May 9, 2018 | Kate Leggett, John Bruno

    CRM initiatives must not only be technically sound but must also answer the question, "What will we get for our money?" This report describes how application development and delivery (AD&D)...

  • Report Refine The Source Of Truth In Your Contact Center To Improve Performance

    Performance Management: The Contact Centers For Customer Service Playbook
    May 1, 2018 | Art Schoeller

    To quote Yogi Berra, "If you don't know where you are going, you'll end up someplace else." Contact centers don't lack for performance data, especially now that many of them capture extensive...

  • Report Define Your CRM Plan

    Strategic Plan: The CRM Playbook
    March 6, 2018 | Kate Leggett, John Bruno

    To avoid wasting time and effort on ill-conceived CRM initiatives, organizations should keep a laser focus on creating business value. Sound planning for CRM requires application development and...

  • Report Measuring Mobile Apps

    January 17, 2018 | Jeffrey S. Hammond, Michael Facemire

    Mobile users drive development teams to deliver new features and capabilities. Mobile performance management tools provide an essential feedback loop to guide the content of these updates. The...