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  • Report The Business Case For Security Awareness And Training

    How To Measure Changes In Security Behavior And Culture
    April 11, 2019 | Jinan Budge, Claire O'Malley

    Everyone has long recognized the importance of the human element to cybersecurity, yet we still see staff acting unwisely and inviting threat actors into our networks. It's clear that something...

  • Report Remove The Mystery From Security Metrics

    Performance Management: The S&R Practice Playbook
    November 16, 2018 | Jeff Pollard

    Difficulty creating meaningful metrics persists for chief information security officers (CISOs) despite a decade of discussion. Without good metrics, the security organization can't participate in...

  • 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 Retailers In Canada Must Stay Focused On Digital To Thrive

    Cross-Touchpoint Measurement, Mobile, And Marketing Will Drive eCommerce Growth
    June 22, 2018 | Lily Varon

    Forrester partnered with the Retail Council of Canada (RCC) to conduct our annual survey of retailers in Canada about their eCommerce business and key initiatives. The survey included insights...

  • Report Metrics That Matter For B2B Marketers

    Focus On Measuring Business Outcomes, Not Program Outputs
    November 16, 2017 | Allison Snow

    B2B marketers must do more than measure things like click-through rates and event attendance; they need to show how their activity directly affects business results. This report helps marketers...