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As the coronavirus dominates the global headlines, businesses should take the opportunity to develop business continuity plans specifically for pandemics—focusing on customer, employee, and partner needs. Read more »

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  • Report Forrester's Guide To Vendor Localization Strategy In China

    A Local Vendor Checklist For Doing Business In China In The Face Of The Trade War
    February 21, 2020 | Charlie Dai, Danny Mu

    The ongoing trade war between the US and China and the slowdown of the latter's economy are challenging the adoption of foreign products and services for both Chinese firms — especially government...

  • Report Key Attributes Of An Adaptive Operating Model

    Develop Your Operating Model Around Strategy, Operations, And Leadership
    November 12, 2019 | Gordon Barnett

    Too often organizations view IT transformation purely from a technology perspective. Although it's important to understand how to prioritize technology that boosts customer experiences while...

  • Report The Forrester New Wave™: Virtual Care Solutions For Digital Health, Q2 2019

    The 13 Providers That Matter Most And How They Stack Up
    June 5, 2019 | Arielle Trzcinski

    In Forrester's evaluation of the emerging market for virtual care solutions for digital health, we identified the 13 most significant providers in the category — 98point6, American Well, Bright.md,...

  • Report The CIO's Guide To Lead-To-Revenue Management

    Examining The CMO's World Through A CIO's Lens
    January 14, 2019 | Leslie Joseph, Lori Wizdo

    Marketing teams today make ever greater demands on their firm's technology strategy and budgets. In response, today's CIOs must forge a close strategic partnership with their CMOs. To do so, they...

  • Report Gauge Your Innovation Capability Maturity

    October 9, 2018 | Dan Bieler

    Business leaders recognize that developing and maintaining robust innovation capabilities is key to their companies' success in the digital era — because innovation addresses customers' and...

  • Report Not All Innovations Are Created Equal

    Disruptive Innovations Drive The Greatest Digital Transformation Differentiation
    July 18, 2018 | James Staten

    Prioritize innovation types that help you lead market change and deliver differentiating customer advantages. These require CIOs to have deeper customer engagement and understanding and long-term...

  • Report Advanced Digital Businesses Are Winning With Tech-Driven Business Innovation

    Most Firms Should Drive Repeatable Innovation With Business Strategy
    July 12, 2018 | Bobby Cameron

    The most advanced digital businesses, like Kaiser Permanente, become agile platforms for business innovation — rapidly creating and delivering new business value. These customer-obsessed firms use...

  • Report CIOs Should Add IoT Context To Customer Experience Systems

    Use Journey Analytics Platforms To Integrate IoT Data For CX Pros
    March 15, 2018 | Frank E. Gillett

    Customer expectations for high-quality touches are expanding beyond the mobile and web realms. Internet-of-things (IoT) technology offers new capabilities to sense and control physical products and...

  • Report Smart Homes Advance Toward Subscription Living

    How The Subscription Economy Will Drive Smart Home Adoption
    March 12, 2018 | Frank E. Gillett

    Smart home providers and technologies will remain fractured into different experiences and markets, such as personal care, lighting, and food. That's because consumers spend household money with a...

  • Report CIOs: Use CX Principles To Improve Your IT Brand

    Improved EX Will Give IT The Business Support It Needs To Excel
    March 9, 2018 | Matthew Guarini, Nate Meneer

    IT teams are always looking for ways to improve. Traditional efforts like service management and process design can help improve the way IT delivers services, but these initiatives alone are not...