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  • For Application Development & Delivery Professionals

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    Report Aligning Financial Services Innovation With Investment

    Our Financial Services Survey Highlights A Concerning Gap Between Change Drivers, Innovation Priorities, And Investment Plans
    June 22, 2017 | Jost Hoppermann

    Application development & delivery (AD&D) teams in financial services need to know about investment priorities and expected innovation areas of their peers as they approach a new era of digital...

  • For Application Development & Delivery Professionals

    Report

    Report The Three Faces Of Platform-As-A-Service

    There Is No Single PaaS To Rule Them All
    June 21, 2017 | Dave Bartoletti, John R. Rymer

    Interest in platform-as-a-service (PaaS) continues to run hot. Yet customer expectations don't often align with the quickly evolving capabilities of PaaS products. Docker containers, Kubernetes...

  • For Application Development & Delivery Professionals

    Report

    Report Build Mobile Experiences That Drive Engagement

    Executive Overview: The Mobile App Development Playbook

    The mobile mind shift is driving businesses' customers and stakeholders to expect (and demand) support for a wide variety of smartphones and tablets. But for application development and delivery...

  • 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 Application Development & Delivery Professionals

    Report

    Report Map The Way To Your CRM Business Outcomes

    Road Map: The CRM Playbook
    June 8, 2017 | Kate Leggett

    When application development and delivery (AD&D) professionals create a CRM road map, they need to evaluate alternative CRM tactics, leverage synergies between initiatives, slot each new initiative...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Cognitive Search And Knowledge Discovery Solutions, Q2 2017

    Cognitive Search Is Delivering The AI Version Of Enterprise Search
    June 6, 2017 | Mike Gualtieri

    In our 23-criteria evaluation of cognitive search and knowledge discovery solution providers, we identified the nine most significant ones — Attivio, Coveo, Elastic.co, Hewlett Packard Enterprise...

  • For Application Development & Delivery Professionals

    Report

    Report The Digital Twin Accelerates IoT Development

    A New IoT Programming Pattern Enables Digital-Physical Convergence
    June 2, 2017 | Jeffrey S. Hammond

    As internet of things (IoT) projects proliferate, application development and delivery (AD&D) teams are successfully applying best practices from high-velocity mobile app development. These include...

  • For Application Development & Delivery Professionals

    Report

    Report Amazon Connect: Not Yet Ready For Prime Time

    Take A Wait-And-See Approach Before Choosing Amazon's New Cloud Contact Center Offering
    May 31, 2017 | Kate Leggett, Art Schoeller

    Amazon aims to disrupt the contact center industry with Amazon Connect — a cloud-based addition to the company's growing product portfolio that runs on Amazon Web Services (AWS). It attempts to...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: eProcurement, Q2 2017

    Coupa, Basware, SAP Ariba, Zycus, And GEP Are Leaders For Buy-Side B2B eCommerce Platforms
    May 30, 2017 | Duncan Jones

    Enterprises are increasingly implementing eProcurement platforms to enable employees to buy what they need quickly, safely, and cost-effectively. This report will help an application development...

  • For Application Development & Delivery Professionals

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    Report Drive Unified Digital Customer Experiences With Better Technology Strategies

    Executive Overview: The Digital Experience Delivery Playbook
    May 23, 2017 | Mark Grannan, Stephen Powers

    Digital customer experience has become a key business differentiator, and application development and delivery (AD&D) professionals must step up to support their firms' initiatives. To partner with...

  • For Application Development & Delivery Professionals

    Report

    Report Four Trends Are Shaping CRM Adoption In Indian Financial Services

    Prioritize Customer Experience When Selecting A CRM Solution
    May 23, 2017 | Somak Roy

    Indian financial services firms are overhauling their existing CRM systems, which were typically built for an earlier era. In the age of the customer, banks and insurance firms need a CRM portfolio...

  • For Application Development & Delivery Professionals

    Report

    Report Vendor Landscape: Mobile Enterprise Applications Services Providers

    An Accelerating Market Favors Partners That Orchestrate Apps With Creative Skills And Business Insight

    As demand for enterprise mobile apps accelerates, many firms struggle to field development and delivery capacity to meet the demand of business stakeholders. Application development and delivery...

  • For Application Development & Delivery Professionals

    Report

    Report Grow Your Revenue Stream With Customer-Centric Finance Technology

    Recalibrate Your Finance Technology Strategy To Grow Revenue, Increase Customer Value, And Transform Your Business
    May 19, 2017 | Paul D. Hamerman

    Costs, controls, and compliance — the three C's of finance — are essential but do not strategically align to growth and innovation in your business. A fourth C — the customer — is a strategic key...

  • For Application Development & Delivery Professionals

    Report

    Report Find And Fix The Gaps In Your Modern Software Delivery

    Assessment: The Modern Application Delivery Playbook

    Customer-obsessed organizations increasingly expect application leaders to speed and scale software delivery. Many leaders know that they need to improve, but they struggle with what to do and...

  • For Application Development & Delivery Professionals

    Report

    Report How To Fund DevOps And Spur Innovation

    Treat DevOps Tools As An Integral Part Of Product Planning And Budgeting
    May 17, 2017 | Christopher Condo

    Application development and delivery (AD&D) leaders are often brought into product planning after product owners have set strategic plans and target release dates. This results in a mad scramble to...

  • For Application Development & Delivery Professionals

    Report

    Report Keep API Strategy On Track With An API Taxonomy

    Taxonomy And Portfolio Management Are Critical Foundations For API Success
    May 16, 2017 | Randy Heffner

    Application programming interfaces (APIs) underpin digital transformation by enabling Agile solutions and new business strategies. As application development and delivery (AD&D) pros create many...

  • For Application Development & Delivery Professionals

    Report

    Report Transform Retail Applications For Distinctive CX

    Set A Path For Application Transformation That Aligns With Your Retail Strategy
    May 16, 2017 | George Lawrie

    Application development and delivery (AD&D) in retail face a crisis, with several hundred malls set to close in the next decade. But the crisis offers an opportunity for retailers that can rethink...

  • For Application Development & Delivery Professionals

    Report

    Report The Rise Of Content Intelligence

    Next-Generation Technologies Combine To Infuse Content With Value
    May 15, 2017 | Mark Grannan

    As customer expectations fuel personalization efforts, application development and delivery (AD&D) leaders must help content practitioners create more content to suit every context and permutation...

  • For Application Development & Delivery Professionals

    Report

    Report Deep Learning: An AI Revolution Started For Courageous Enterprises

    AD&D Pros Can Develop Applications That Can See, Understand, Talk, And Learn

    Deep learning is a revolution started. A revolution because it allows enterprises to create predictive models with uncanny accuracy on previously hard-to-analyze data such as images, voice, and...

  • For Application Development & Delivery Professionals

    Report

    Report Your Digital Transformation Is Not Bold Enough — Five Signs Of Trouble And Key Fixes

    Technology Leaders Must Adopt New Approaches And Processes In The Digital Era
    May 9, 2017 | Liz Herbert

    Many application development and delivery (AD&D) leaders acknowledge that digital business cannot exist on top of old, monolithic legacy applications, but most technology executives have been too...

  • For Application Development & Delivery Professionals

    Report

    Report Visual Engagement Drives Relationships And Revenue For Customer Service

    Use Video To Elevate Your Customer Service Experience
    May 5, 2017 | Nick Barber, Kate Leggett

    Companies increasingly leverage visual engagement — video, cobrowsing, screen sharing, and annotations — to cut through the customer conversation clutter, to be better understood, and to connect...

  • For Application Development & Delivery Professionals

    Report

    Report Define Your CRM Plan

    Strategic Plan: The CRM Playbook
    May 5, 2017 | Kate Leggett, John Bruno

    To avoid wasting time and effort on ill-conceived customer relationship management (CRM) initiatives, you should keep a laser focus on creating business value. Sound planning for CRM requires...

  • For Application Development & Delivery Professionals

    Report

    Report Stop Buying End-To-End CRM

    Evaluate CRM As An Ecosystem Instead
    May 3, 2017 | John Bruno, Kate Leggett

    Companies rely heavily on mature CRM suites to provide operational efficiencies as sales, marketing, and customer service organizations interact with customers. But with companies placing greater...

  • For Application Development & Delivery Professionals

    Report

    Report Transform The Contact Center For Customer Service Excellence

    Executive Overview: The Contact Centers For Customer Service Playbook
    May 1, 2017 | Kate Leggett

    Customers increasingly demand effortless customer service. Customer service executives face the constant challenge of simultaneously meeting customer expectations and business cost goals....

  • For Application Development & Delivery Professionals

    Report

    Report The State Of Digital Experience Delivery, 2017

    Benchmarks: The Digital Experience Delivery Playbook
    April 28, 2017 | Danielle Geoffroy, Mark Grannan

    In Q1 2017, Forrester surveyed 294 digital experience (DX) decision makers about their strategies for the next 12 months. We found that they're struggling to optimize past investments. Both...

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