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• Report Blaze A New Path To Successful AR

  Roadmap: The Industry Analyst Relations Playbook

  December 12, 2019 | Kevin Lucas

  It's one thing to know how to plan an analyst relations (AR) program, but it's another to do so in an unfamiliar company with unfamiliar colleagues, all of whom may have different expectations of...

• Report The CIO's Guide To Augmented, Mixed, And Virtual Reality

  Build Future-Of-Work Scenarios For Your Employees To Increase Productivity, Quality, And Employee Experience

  November 21, 2019 | J. P. Gownder

  The future of work requires CIOs and their business partners to bring all the benefits of digitalization to employees. Employees in frontline jobs — from surgeons to field service technicians to...

• Report The Forrester Wave™: Unified Endpoint Management, Q4 2019

  The 13 Providers That Matter Most And How They Stack Up

  November 11, 2019 | Andrew Hewitt

  In our 23-criterion evaluation of unified endpoint management (UEM) providers, we identified the 13 most significant — 42Gears, Baramundi Software, BlackBerry, Citrix, IBM, Ivanti, ManageEngine,...

• Report Use RPA To Deliver Better Customer Service Experiences

  Where And How To Get Started Deploying RPA In The Contact Center

  November 6, 2019 | Kate Leggett

  Robotic process automation (RPA) is a key component in the landscape of automation and AI technology for customer service operations. It bolsters agent productivity, increases process automation,...

• Report Predictions 2020: Automation

  Utilize Strike Teams To Fend Off The Automation Paradox

  October 30, 2019 | Chris Gardner, Craig Le Clair, J. P. Gownder

  Automation — a diverse set of technologies ranging from robotic process automation (RPA) to continuous delivery (CD) to hybrid cloud management and beyond — is a key investment for CIOs and their...

• Report Research Overview: Security Awareness, Behavior, And Culture

  A CISO's Guide To Research About The People Side Of Security

  October 30, 2019 | Jinan Budge

  The people element of security has long sat on the back burner as security and risk (S&R) pros buy product after product without first solving fundamental problems. People and culture are central...

• Report The Forrester Tech Tide™: Cloud Human Capital Management, Q4 2019

  11 Market Categories Define A Rapidly Changing Cloud HCM Market

  October 24, 2019 | Mark Brandau

  Cloud-based human capital management (HCM) is increasingly critical to firms' ability to manage talent and the future of work. To accelerate their performance in HCM, companies are evaluating and...

• Report New "Core HR" Will Power The Future Of Work

  Three Emerging Technologies Will Form A Foundation For Adaptive Talent Management

  October 21, 2019 | Mark Brandau

  The future of work redefines what was traditionally referred to as a "core HR" system. This report explains how three new technologies will reshape traditional core HR systems, why they're...

• Report Now Tech: Cloud Desktops, Q4 2019

  Forrester's Overview Of 15 Cloud Desktop Providers

  October 10, 2019 | Andrew Hewitt

  You can use cloud desktops to improve employee experience (EX), enhance workforce continuity, and scale business operations rapidly. But to realize these benefits, you'll first have to select from...

• Report The Forrester Wave™: Enterprise Service Management, Q4 2019

  The 15 Providers That Matter Most And How They Stack Up

  October 10, 2019 | Charles Betz, Will McKeon-White

  In our 23-criterion evaluation of enterprise service management (ESM) providers, we identified the 15 most significant ones — Atlassian, Axios, BMC Software, Broadcom, Cherwell Software, EasyVista,...

• Report Three Trends Are Transforming The Service Desk

  Increase Service Quality And Speed By Addressing ESM, Collaboration, And Intelligence

  October 2, 2019 | Charles Betz, Will McKeon-White

  Three factors — enterprise service management (ESM), collaboration, and intelligent service management — are driving the transformation of the service desk. To better meet customers' needs and...

• Report Embrace Modern Management To Improve Employee Experience

  Move From Patches To Productivity: Modern Management Will Transform The Role Of Desktop Admins

  September 9, 2019 | Andrew Hewitt

  The processes and technologies that infrastructure and operations (I&O) teams use today to manage employee devices and apps are undergoing an evolution. The old highly manual, PC-centric process is...

• Report RQ 2.0: Assess Your Readiness For Artificial Intelligence, Automation, And Robotics

  The Updated Robotics Quotient Prioritizes The Crucial Investments You Need To Make

  September 9, 2019 | J. P. Gownder

  Automation technologies — from AI to robotic process automation (RPA), physical robotics, and more — are transforming business processes and operating models. But most companies don't have the...

• Report Transform Insights Into A Better Employee Technology Experience

  Collect, Analyze, And Put Qualitative And Quantitative Data To Work

  July 16, 2019 | Andrew Hewitt

  Very few organizations have processes and tools in place to holistically monitor, manage, and optimize employee technology experience. Underperforming devices, poorly designed apps, and sluggish...

• Report Security Budgets In Asia Pacific, 2019

  Budgets Are Rising As The Region Continues To Play Catch-Up

  July 15, 2019 | Jinan Budge

  In 2019, CISOs in Asia Pacific (AP) must contend with a shaky economic outlook, a geopolitically complex threat landscape, and further regulatory scrutiny. Read this report to find out how security...

• Report Drive Your Innovation Credibility With Employee Experience

  Partner With HR To Help Employees View IT As A Driver Of Technology Innovation

  July 5, 2019 | James Staten, David K. Johnson

  Most employees view CIOs and IT as managers of existing or historical technologies, not as future tech leaders. CIOs who succeed in changing this preconception can drive tech leadership and...

• Report Now Tech: Unified Endpoint Management, Q2 2019

  Forrester's Overview Of 21 UEM Providers

  June 13, 2019 | Andrew Hewitt

  Infrastructure and operations (I&O) teams can use unified endpoint management (UEM) to better manage employee devices and applications, resulting in improved employee experience, customer trust,...

• Report FAQ: How To Measure Chat Quality Management

  Identify Your Goals And Measure What Matters

  June 11, 2019 | Ian Jacobs, Kate Leggett

  What are brands doing around chat quality management (QM)? What are they measuring? How are they scoring? Is it any different from quality management for other customer service channels? In this...

• 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 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 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 The Forrester Tech Tide™: Digital Workspace Tech For Employee App Enablement, Q2 2019

  18 Technologies That Empower Employees With Access To Critical Productivity Apps

  April 16, 2019 | Andrew Hewitt

  Forrester's employee experience (EX) research is grounded in the idea that what makes employees happiest at work is their ability to get meaningful work done every day. Applications play a...

• Report Expand Your Ecosystem To Set Your Tech Organization On A Path To Excellence

  Beginner Level: People Practices For IT Transformation

  April 10, 2019 | Gordon Barnett

  Technology leaders, namely CIOs, evolve their organizations and people in phases. Many organizations are in the early stages of this evolution, beginning to develop and deliver great customer...

• Report The Best Tech Leaders Develop Creative People For Customer Obsession

  Advanced Level: People Practices For IT Transformation

  April 9, 2019 | Gordon Barnett

  Firms that are advanced in their IT transformation efforts may operate well; however, they often lack the culture, talent, and structure they need to adapt to the continuous demands impacting the...

• Report Technologists — And The Business — Must Execute At The Speed Of DevOps

  Intermediate Level: People Practices For IT Transformation

  April 8, 2019 | Gordon Barnett

  Intermediate organizations have the basics well in hand. They've broken down silos, institutionalized customer centricity, and built a foundation of agile processes. However, to advance, CIOs and...