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  • For Enterprise Architecture Professionals

    Report

    Report Data Is Business; Are You Prepared?

    Benchmarks: The Data Management Playbook
    February 14, 2018 | Michele Goetz

    The great awakening that data is business is clear to enterprise architects. The next step is to set the right priorities and agenda to shore up your data management capabilities to support systems...

  • For Customer Experience Professionals

    Report

    Report Clear Communication Is Vital For Government CX Success

    Improving How You Communicate Creates A Better Customer Experience — And Improves CX Metrics
    February 14, 2018 | Faith Adams, Rick Parrish

    How well federal agencies communicate with their customers has a surprisingly large impact on the overall customer experience they deliver. This outsized influence can be a game-changer for your...

  • For CIO Professionals

    Report

    Report The Artificial Intelligence Race Is On, And Asian Businesses Are Winning

    February 13, 2018 | Michele Goetz

    Artificial intelligence has changed the rules of the game. Getting the most out of AI investments means looking beyond technology by getting to the heart of business transformation and navigating a...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Case Study: Intesa Sanpaolo Drives A Customer-Obsessed Digital Transformation

    Intesa Sanpaolo Digitizes Its Business Strategy To Boost Its Transformation
    February 13, 2018 | Aurelie L'Hostis

    When Intesa Sanpaolo embarked on its digital business transformation program in 2014, it recognized the need to systematically look through the customer lens to deliver great customer experiences....

  • For Infrastructure & Operations Professionals

    Report

    Report The Technology-Augmented Employee

    How Emerging Technologies Like Artificial Intelligence Are Reshaping The Future Of Work
    February 13, 2018 | J. P. Gownder

    Infrastructure and operations (I&O) leaders seek to drive employee productivity, engagement, and success by deploying a wide array of technologies. These include everything from traditional devices...

  • For Application Development & Delivery Professionals

    Report

    Report Create Great API Designs And Documentation With Integration Across The API Life Cycle

    The Right APIs Require Integrating Multiple Product Categories
    February 13, 2018 | Randy Heffner

    APIs underpin digital disruption, and API design is the fulcrum that determines how much value an API strategy creates. API users need great documentation to use APIs correctly. This report guides...

  • For B2C Marketing Professionals

    Report

    Report The Forrester Wave™: Enterprise Marketing Software Suites, Q1 2018

    Tools And Technology: The Enterprise Marketing Technology Playbook
    February 13, 2018 | Joe Stanhope

    In our 40-criteria evaluation of enterprise marketing software suite (EMSS) providers, we identified the seven most significant ones — Adobe, IBM, Marketo, Oracle, Salesforce, SAP Hybris, and SAS —...

  • For B2C Marketing Professionals

    Report

    Report The Forrester Wave™: Cross-Channel Campaign Management, Q1 2018

    The 12 Providers That Matter Most And How They Stack Up
    February 13, 2018 | Rusty Warner

    In our 33-criteria evaluation of cross-channel campaign management (CCCM) providers, we identified the 12 most significant ones — Adobe, Cheetah Digital, Emarsys, IBM, Oracle, Pegasystems, Pitney...

  • For Infrastructure & Operations Professionals

    Report

    Report Shift To Enterprise Service Management To Improve The Employee Experience

    Processes: The Employee Experience Playbook
    February 12, 2018 | David K. Johnson, Charles Betz

    While new technologies emerge every day, employees can't do their best work because they can't find the services they need, and when they do, bureaucracy causes unacceptable delays. Infrastructure...

  • For Infrastructure & Operations Professionals

    Report

    Report Transform The Employee Experience To Drive Business Performance

    Executive Overview: The Employee Experience Playbook
    February 12, 2018 | David K. Johnson, Christopher Voce

    Missing from most workforce technology strategies today is an understanding of what makes employees truly engaged and productive — and how this directly affects customer experience and financial...

  • For Customer Insights Professionals

    Report

    Report Now Tech: Customer Analytics Technologies, Q1 2018

    Landscape: The Customer Analytics Playbook
    February 12, 2018 | Brandon Purcell

    You can use customer analytics technologies to increase acquisition, drive retention and loyalty, and improve the customer experience. But to access these benefits, you'll first have to select from...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Virtual Care Enables The Digital Health Imperative

    Healthcare Orgs Should Leverage Virtual Care To Transition To Digital
    February 12, 2018 | Kate McCarthy, Alex Kramer

    Virtual care is about to disrupt today's outpatient visit and chronic disease management program models. Digital business strategy professionals must start implementing and integrating virtual care...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Tech Tide™: Virtual Care For Digital Health, Q1 2018

    15 Technologies Move Healthcare From The Hospital To The Home
    February 12, 2018 | Kate McCarthy, Alex Kramer

    Virtual care is increasingly critical to healthcare firms' ability to win, serve, and retain their customers. To accelerate their performance in virtual care, companies are evaluating and adopting...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Winning The Payments War Requires Continuous Innovation

    Indian Banks Are Relying Upon Digital India To Support Their Game Plan For Payments
    February 12, 2018 | Ashutosh Sharma, Arnav Gupta

    India's government is using digital enablement programs to increase Indians' use of digital tech and transform the economy into one that uses less cash. Digital consumers give banks and financial...

  • For B2C Marketing Professionals

    Report

    Report Now Tech: Cross-Channel Campaign Management, Q1 2018

    Landscape: The Enterprise Marketing Technology Playbook
    February 9, 2018 | Rusty Warner

    You can use cross-channel campaign management (CCCM) offerings to better understand your customers, execute your brand strategy across channels, and orchestrate digital and offline customer...

  • For Infrastructure & Operations Professionals

    Report

    Report IoT Use Case Requirements Will Shape Your Need For 5G

    How To Gauge The Readiness Of 5G And Its Impact On Your Network Strategy

    Vendors and the media are spurring interest in the promise of 5G networks to enable enterprises to deploy internet of things (IoT)-enabled use cases requiring high bandwidth, ultra-low latency, and...

  • For Application Development & Delivery Professionals

    Report

    Report Three Trends Shape Digital Services Engagements

    Snapshot Of Three Trends In Forrester's Business Technographics 2017 Services Survey
    February 9, 2018 | Amanda LeClair

    As enterprises strive to transform their organizations with digital technologies, the consulting and system integration marketplace is transforming as well. For this report, we take a look at three...

  • For Infrastructure & Operations Professionals

    Report

    Report Use Four Key Categories To Measure What Matters In Continuous Deployment

    Performance Management: The Continuous Deployment Playbook
    February 9, 2018 | Eveline Oehrlich, Robert Stroud

    Many infrastructure & operations (I&O) leaders and their teams struggle with development and operations (DevOps) measurement. Use this report to: 1) pinpoint the factors that are holding you back...

  • For B2C Marketing Professionals

    Report

    Report Marketers Must Focus On The KPIs That Count

    Performance Management: The Digital Media Buying Playbook
    February 9, 2018 | Susan Bidel

    For more than 20 years, B2C marketers have used key performance indicators (KPIs) derived from the practices and needs of direct marketers. But consumer content consumption practices have changed,...

  • For Customer Experience Professionals

    Report

    Report Customers Prefer Hybrid Digital/Physical Experiences

    New Insights From Forrester's Customer Experience Index
    February 9, 2018 | Rick Parrish

    Conventional wisdom states that customers prefer digital experiences. As a result, companies race to create entirely digital experiences to entice customers away from physical channels like call...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Benchmark Customers' Digital Banking Journeys To Stay Ahead

    Benchmarks: The Digital Banking Strategy Playbook
    February 9, 2018 | Peter Wannemacher

    Digital banking strategy leaders are under pressure to differentiate by offering services that meet or exceed customers' needs and expectations. To help them understand where they stand, Forrester...

  • For CMO Professionals

    Report

    Report Set The Right Metrics To Shape Your Culture

    The State Of Digital Business 2018: Metrics And Culture
    February 8, 2018 | Nigel Fenwick

    Culture remains the No. 1 barrier to successful digital transformation. Evolving your company culture requires an overhaul of employee metrics, especially in teams that marketing works alongside....

  • For Application Development & Delivery Professionals

    Report

    Report The Path To Customer Obsession Is Paved With Enterprise Collaboration

    Vision: The Enterprise Collaboration Playbook
    February 8, 2018 | Art Schoeller

    Businesses rely on an ecosystem that brings together networks of employees, partners, and customers to build and deliver profitable customer experiences. Keeping these disparate groups engaged and...

  • For CMO Professionals

    Report

    Report While Getting Started With Digital, Invest In Technology For Customer Engagement

    Beginner Level: Technology Practices For Digital Business
    February 8, 2018 | Ted Schadler, Bobby Cameron

    Companies beginning as digital businesses have a giant leap to make: They must stop treating technology as a cost center, and start treating it as a source of revenue, agility, and engagement. This...

  • For CMO Professionals

    Report

    Report Harness Emerging Technologies To Differentiate Your Digital Business

    Advanced Level: Technology Practices For Digital Business
    February 8, 2018 | Ted Schadler, Bobby Cameron

    Digital innovators treat technology as a business asset, the underpinning of new business models. They put technology at the core of their innovation process, and harness emerging technology to...

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