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  • For Customer Experience Professionals

    Report

    Report Remove Barriers And Add Enablers For A Customer-Centric Culture

    Optimize Your Culture Practices For CX Transformation
    June 19, 2017 | Samuel Stern

    Once customer experience (CX) transformation leaders have established solid culture practices, they should move on to optimizing their culture transformation by making customer-centric behavior...

  • For Customer Experience Professionals

    Report

    Report The Six Key Steps To Instituting Good Experience Design

    Establish Your Design Practices For CX Transformation
    June 19, 2017 | Allegra Burnette

    CX transformation requires experience design competency — you need to be able to define and refine experiences based on your vision and on research-based customer understanding. To get started, go...

  • For Customer Experience Professionals

    Report

    Report Elevate Your Design Practice To Differentiate Experiences

    Optimize Your Design Practices For CX Transformation
    June 19, 2017 | Jennifer Wise

    As you lead your organization's journey to customer experience (CX) transformation, you're ready to optimize once you've established a solid and rigorous design competency. That means adopting best...

  • For Customer Experience Professionals

    Report

    Report Three Culture Practices For Long-Term Customer Centricity

    Innovate Your Culture Practices For CX Transformation
    June 19, 2017 | Samuel Stern

    Very few companies have truly customer-obsessed cultures that can create and sustain a competitive advantage in the marketplace. Those that do got there by innovating. These culture leaders realign...

  • For Customer Experience Professionals

    Report

    Report Experiment With New Approaches At The Leading Edge Of Design

    Innovate Your Design Practices For CX Transformation
    June 19, 2017 | Andrew Hogan

    Have you optimized your organization's design competency? If you have, your design practice is now consistently applying best practices and strong discipline to defining and refining experiences...

  • For Customer Experience Professionals

    Report

    Report Gauge Your CX Management Maturity

    The Assessment Report In The CX Transformation Playbook
    June 19, 2017 | Rick Parrish

    Customer experience (CX) transformations don't happen by accident. They require a methodical approach that ensures thousands of people can work together to consistently produce the right...

  • For Customer Experience Professionals

    Report

    Report The Five Essential Steps To Plan Your CX Transformation

    The Strategy Report In The CX Transformation Playbook
    June 19, 2017 | Harley Manning

    Customer experience (CX) transformations are huge, complex, and expensive. That's why, as a CX transformation leader, you need to craft a plan detailing why and how you want to transform your...

  • For Customer Experience Professionals

    Report

    Report Improving CX Through Business Discipline Drives Growth

    The Vision Report In The CX Transformation Playbook
    June 19, 2017 | Harley Manning, Rick Parrish

    As power shifts from businesses to customers, more firms respond by transforming their customer experience (CX) in an effort to retain or gain market share. That's a rational response because CX...

  • For Application Development & Delivery Professionals

    Report

    Report How AI Will Transform Customer Service

    The Present And Future Of Artificial Intelligence In Contact Centers
    June 16, 2017 | Kate Leggett

    Artificial intelligence (AI) helps customer service agents complete repetitive, predictable tasks — or takes them over. Instead of replacing agents, AI will enhance their skills and allow them to...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Unlock Personalization's Potential With Help From Service Providers

    Personalization Is Hard; Digital Experience Service Providers Can Help With Skills And Technologies
    June 16, 2017 | Ted Schadler, Danielle Geoffroy

    Advances in technology and customer urgency have made personalization hot again. By pulling customer data, content, and algorithmic matching engines out into a personalization architecture, firms...

  • For Enterprise Architecture Professionals

    Report

    Report Move Your Big Data Into The Public Cloud

    You Won't Be Able To Keep Up With Customers If You Don't
    June 15, 2017 | Brian Hopkins

    Public cloud adoption is the No. 1 priority for technology decision makers investing in big data. However, most enterprise architects are not ready for the disruption that this shift will cause....

  • For Security & Risk Professionals

    Report

    Report Security Strength And Ease Benchmark: US Online Retailers 2017

    Continuous Improvement: The Identity And Access Management Playbook
    June 15, 2017 | Andras Cser, Alexander Spiliotes

    According to Forrester Data Online Retail Forecast, 2016 to 2021 (US), online retail sales have grown 15% year-over-year since 2015. As retailers expand their digital offerings and work to attract...

  • For Security & Risk Professionals

    Report

    Report The Forrester Wave™: Customer Identity and Access Management, Q2 2017

    Top Eight Providers That Matter Most And How They Stack Up
    June 15, 2017 | Merritt Maxim

    In our 20-criteria evaluation of customer IAM (CIAM) providers, we identified the eight most significant ones — Auth0, ForgeRock, Gigya, Janrain, LoginRadius, Microsoft, Ping Identity, and...

  • For Enterprise Architecture Professionals

    Report

    Report The Forrester Wave™: Big Data Warehouse, Q2 2017

    Adoption Grows As Enterprises Look To Revive Their EDW Strategy
    June 15, 2017 | Noel Yuhanna

    In our 26-criteria evaluation of big data warehouse solutions, we identified the 15 most significant vendors — Amazon Web Services (AWS), Cazena, Cloudera, Hortonworks, Hewlett Packard Enterprise...

  • For CIO Professionals

    Report

    Report Zero Trust Security: A CIO's Guide To Defending Their Business From Cyberattacks

    Increase Business Agility By Adopting Zero Trust
    June 14, 2017 | Martha Bennett

    Legacy, perimeter-centric models of information security are of no use in today's digital businesses, as they are no longer bounded by the four walls of their corporation. Instead, CIOs must move...

  • For Infrastructure & Operations Professionals

    Report

    Report Pick The Right IoT Network Strategy

    Sorting Through The Latest Wireless Technologies And Choosing The Right Architecture To Connect IoT Devices
    June 14, 2017 | Andre Kindness, Michele Pelino

    Network-connected sensors and actuators improve business operations and transform products. But internet-of-things (IoT) requirements stretch current enterprise networking technologies past their...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The State Of India's Online Retail Market In 2017

    ForecastView Document
    June 14, 2017 | Satish Meena

    Despite some hiccups in 2016, India remains the fastest-growing online market in the world. Online retail sales in India will reach $64 billion by 2021, growing at a five-year compound annual...

  • For Enterprise Architecture Professionals

    Report

    Report The Forrester Wave™: Enterprise Architecture Management Suites, Q2 2017

    Vendor EA Capability Is Increasing, But Stakeholder Experience Is An Issue
    June 14, 2017 | Gordon Barnett

    In our 40-criteria evaluation of enterprise architecture management suite (EAMS) providers, we identified the 10 most significant ones — Avolution, BiZZdesign, BOC Group, Dragon1, Future Tech...

  • For B2B Marketing Professionals

    Report

    Report The Forrester Wave™: Predictive Marketing Analytics For B2B Marketers, Q2 2017

    6sense And Lattice Engines Lead A Diverse Field Of Emerging Solution Providers
    June 14, 2017 | Allison Snow, Laura Ramos

    In our 28-criteria evaluation of predictive marketing analytics providers for B2B marketers, we identified the 11 most significant — 6sense, BrightTarget, EverString, Infer, Lattice Engines...

  • For B2C Marketing Professionals

    Report

    Report Enrich Your Search Marketing With Social Listening Data

    June 13, 2017 | Collin Colburn

    Like many channel-based marketers, search marketers are siloed and therefore don't leverage data and insights from other parts of the marketing organization. But much of the data coming from other...

  • For B2C Marketing Professionals

    Report

    Report Vendor Landscape: SEO Tools And Technologies

    June 13, 2017 | Collin Colburn

    Search engine optimization (SEO) is an established and mature strategy in the digital marketing portfolio, and many marketers feel they're ready to bring its execution in-house. To do that...

  • For Customer Experience Professionals

    Report

    Report Global Customer Experience Trends, 2017

    Insights From Forrester's Customer Experience Index™
    June 13, 2017 | Rick Parrish, Dylan Czarnecki

    How good are customer experiences globally? In this report, we use Forrester's Customer Experience Index (CX Index™) data from 2015 and 2016 to reveal CX trends around the world. We dive deep into...

  • For Customer Experience Professionals

    Report

    Report How To Build Customer Trust Faster

    Why And How To Use The Customer Experience To Earn Customer Trust
    June 12, 2017 | Tom Champion

    Customer trust is still on the decline even as security budgets and compliance requirements continue to increase. Security and compliance are critical, but leaders are not taking a customer-centric...

  • For B2C Marketing Professionals

    Report

    Report Vendor Landscape: Marketing Measurement And Optimization Solutions

    Landscape: The Marketing Measurement And Insights Playbook
    June 12, 2017 | Jim Nail

    More-powerful technology, growing data volume, and marketers' increasingly data-driven focus are key trends drawing marketers away from measuring channel performance to quantifying business...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 India Online Banking Functionality Benchmark

    ICICI Bank Stands Out By Offering Better Online Banking Services
    June 12, 2017 | Ashutosh Sharma, Arnav Gupta

    Online banking customers in India use their providers' secure websites to complete tasks and achieve their banking objectives. Digital banking teams must keep a close eye on which goals a customer...

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