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  • For Security & Risk Professionals

    Report

    Report Cultivate Culture For Sustained GRC Performance

    Continuous Improvement: The Governance, Risk, And Compliance Playbook
    April 12, 2017 | Nick Hayes

    A corporate culture with strong values is integral to governance, risk, and compliance (GRC) programs — and, therefore, to the entire company. This report explains how significantly culture affects...

  • For Enterprise Architecture Professionals

    Report

    Report Link Strategic Portfolios To BT Road Maps To Win, Serve, And Retain Customers

    Road Map: The Strategic Portfolio Management Playbook
    April 12, 2017 | Margo Visitacion

    To deliver on strategies that enhance customer experience, organizations must improve their ability to deliver on their strategic portfolios. By using them as a road map for prioritizing and...

  • For Customer Experience Professionals

    Report

    Report Cultural Bias In CX Studies: Real, But Not As Relevant As You Think

    Quantifying Cultural Bias In Customer Experience
    April 12, 2017 | Kyle Steinhouse

    Improving customer experience (CX) is a vital business priority. But for global brands, measuring and reporting CX can be tricky. Are intercountry differences in CX metrics due to cultural biases...

  • For Application Development & Delivery Professionals

    Report

    Report The New Generation Of Embedded BI Will Close The Insights-To-Action Gap

    Practical Steps To Embed Business Intelligence In Enterprise Applications
    April 11, 2017 | Boris Evelson, John R. Rymer

    AD&D leaders have always recognized that business intelligence (BI) is most valuable when it is pervasive, contextual, and actionable. A new generation of embedded BI technologies gives AD&D pros...

  • For Customer Insights Professionals

    Report

    Report Mobile World Congress Misses An Opportunity To Promote The Data Economy

    But Smart Cities Award Winners Show What's Possible
    April 11, 2017 | Jennifer Belissent, Ph.D.

    This year's Mobile World Congress (MWC) once again broke attendance records — expanding well beyond its telecom origins and evolving into a consumer- and business-oriented digital transformation...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Adopt An App+ Strategy

    Move Beyond Apps To Win, Serve, And Retain Your Customers
    April 11, 2017 | Julie A. Ask, Michael Facemire

    Your best customers typically prefer your app over your mobile website but depend on both. But even your biggest fans spend far more time in other firms' apps, and as a result, you own too few of...

  • For Security & Risk Professionals

    Report

    Report Achieve Early Success In Threat Intelligence With The Right Collection Strategy

    S&R Pros Must Use Strategic Intelligence To Maximize Their Investment
    April 11, 2017 | Josh Zelonis

    Threat intelligence is a different animal than most security and risk (S&R) professionals are used to dealing with. For those new to the space, getting started can feel like an overwhelming...

  • For Customer Insights Professionals

    Report

    Report How US Online Consumers Approach Their Healthcare

    Consumer Technographics® Data Snapshot
    April 11, 2017 | Elizabeth Velasquez, Sam Bishop

    Many US consumers face new choices and responsibilities for their health insurance. As health plans become increasingly complex, consumers need to merge their understanding of health insurance with...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How To Choose A Mobile Messaging Vendor

    April 10, 2017 | Julie A. Ask, Michael Facemire

    Messaging is the tip of the spear, or the first step, for most companies in developing true one-to-one user engagement. It's a critical capability for modern businesses — but choosing the right...

  • For Application Development & Delivery Professionals

    Report

    Report Vendor Landscape: Digital Asset Management, 2017

    Cloud, Convergence, And Analytics Will Disrupt The Market
    April 10, 2017 | Nick Barber, Anjali Yakkundi

    As firms continue to increase their use of rich media assets across a diverse set of channels, application development and delivery (AD&D) professionals must take a closer look at products like...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Chatbot Commerce Benchmark

    Use Forrester's POST Methodology To Make Smart Conversational Interface Technology Choices
    April 10, 2017 | Julie A. Ask, Andrew Hogan

    Very few Fortune 500 companies are represented in more than 34,000 chatbots that are reportedly live on Facebook Messenger. As of December 31, 2016, only 13 of the 128 Fortune 500 firms we...

  • For Enterprise Architecture Professionals

    Report

    Report Drive Digital Innovation With Blockchain

    China's Blockchain Market Is Entering The Era Of Blockchain 2.0
    April 10, 2017 | Charlie Dai, Eryan Zhou

    While blockchain technology is still in its early stages, its synergistic use of multiple technology building blocks opens doors to new business models and opportunities. CIOs and enterprise...

  • For Infrastructure & Operations Professionals

    Report

    Report Reshape Your Application Support For Digital Operations

    Say Hello To The New I&O Customer Care Team
    April 10, 2017 | Charles Betz

    Digital transformation and development and operations (DevOps) are challenging the traditional application support (AS) function within the infrastructure and operations (I&O) organization. In this...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Use The DOL Fiduciary Rule As A Catalyst For Transformation

    Let The Change It Represents Be A Catalyst For Digital Transformation
    April 10, 2017 | Davis Janowski

    Originally slated for April 10, 2017, the US Department of Labor's conflict of interest fiduciary rule has been delayed and is now scheduled to go into effect on June 9. Executives in the US wealth...

  • For Enterprise Architecture Professionals

    Report

    Report AI Tech Marketing Meets The End Of Truth

    Five Questions Filter Truth From Fiction
    April 10, 2017 | Craig Le Clair

    Today's political discourse often questions what constitutes a fact and whether words even matter. Enter AI, a technology that has worked its way into almost every product pitch and where facts and...

  • For Customer Experience Professionals

    Report

    Report The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017

    Ten Providers That Matter And How They Stack Up
    April 10, 2017 | Maxie Schmidt-Subramanian

    In our 39-criteria evaluation of customer feedback management platform providers, we identified 10 vendors that matter — Clarabridge, Confirmit, InMoment, MaritzCX, Medallia, NICE, Qualtrics,...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Forrester Data Report: Online Retail Forecast, 2016 To 2021 (Latin America)

    ForecastView Document
    April 7, 2017 | Satish Meena

    We expect Latin American economies to expand in 2017 after a contraction in 2016. This is mainly due to recovery in Brazil and Argentina, whereas Mexico continues to grow moderately. We expect...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Forrester Data: Online Retail Forecast, 2016 To 2021 (Latin America)

    ForecastView Spreadsheet
    April 7, 2017 | Satish Meena

    We expect Latin American economies to expand in 2017 after a contraction in 2016. This is mainly due to recovery in Brazil and Argentina, whereas Mexico will continue to grow moderately. We expect...

  • For Application Development & Delivery Professionals

    Report

    Report TechRadar™: Customer Service Intelligence, Q2 2017

    The State Of Intelligence In Customer Service, Now And In 2025
    April 7, 2017 | Kate Leggett, Rowan Curran

    Good service, whether it's to answer a customer's question prior to purchase or help a customer resolve an issue post-purchase, should capture the fundamentals of a great experience: ease,...

  • For Security & Risk Professionals

    Report

    Report Top Seven Recommendations For Your Security Program In 2017

    April 7, 2017 | Jeff Pollard, Amy DeMartine

    Each year, Forrester outlines important recommendations for a successful security strategy for the coming 12 months. We base these recommendations on thousands of client inquiries and interactions,...

  • For Customer Experience Professionals

    Report

    Report Pivot To Person-First Personalization

    Lead With Customer Goals To Improve Customer Experience And Business Results
    April 6, 2017 | Jennifer Wise, Andrew Hogan

    Personalization is all the hype, and for good reason: Consumers expect brands to leverage the data they exchange to deliver better experiences. But many personalized experiences today miss the...

  • For B2C Marketing Professionals

    Report

    Report Use Amazon Search To Ignite Product Discovery

    April 6, 2017 | Collin Colburn

    Amazon is the unrefuted leader in eCommerce but is slowly encroaching on another industry: advertising. Customers cite Amazon as the No. 1 touchpoint for starting their shopping research. And...

  • For B2C Marketing Professionals

    Report

    Report The Top Emerging Technologies For B2C Marketers

    Eleven Technologies To Future-Proof Your Customer-Obsessed Marketing Strategy
    April 6, 2017 | Joe Stanhope, Mary Pilecki

    New technologies are always emerging in response to customers' demands, marketers' needs, or just an urge to redefine experiences. To help B2C marketers focus their long-term technology investment...

  • For B2B Marketing Professionals

    Report

    Report The Top Emerging Technologies For B2B Marketers

    Eleven Technologies To Future-Proof Your Customer-Obsessed Marketing Strategy
    April 6, 2017 | Steven Casey, Mary Pilecki

    A new crop of emerging technologies and the solutions that they power stand poised to unleash a new cycle of rising expectations from buyers, changing behaviors, and disruption. Stakes are high....

  • For B2C Marketing Professionals

    Report

    Report The Values-Based Consumer

    A Technographics® 360 Report Using Survey, Social Listening, And Qualitative Data
    April 6, 2017 | Anjali Lai

    Consumer decision making is changing: Shoppers increasingly evaluate products and brands based on a company's ethics and values. Empowered customers, marked by their sophisticated digital behavior,...

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