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The Employee Experience Playbook For 2019

Modern Employee Experience Practices Are Table Stakes For The Customer-Obsessed Firm

The time has come for businesses to retire ineffective employee experience (EX) practices and develop EX programs that attract, retain, and cultivate the modern worker. This playbook helps...

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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

    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...