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  • For eBusiness & Channel Strategy Professionals

    Report

    Report The State Of Digital: A Mobile Commerce Perspective

    Forrester's H2 2016 Global Mobile Executive Online Survey
    March 21, 2017 | Julie A. Ask, Danielle Geoffroy

    Mobile has evolved beyond just a project, channel, or initiative for commerce players. It’s the catalyst that drives companies to become complete digital businesses and the primary touchpoint...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Trends 2017: Staffing And Hiring For Digital Business

    Headcount Jumps As The Hard Work Of Digital Transformation Kicks In
    March 8, 2017 | Martin Gill, Danielle Geoffroy

    Findings from Forrester's annual organizational and staffing survey of digital business professionals foreshadow a substantial shift in how firms operate to drive digital transformation. The...

  • For Application Development & Delivery Professionals

    Report

    Report Organize For Mobile Development Success

    Organization: The Mobile App Development Playbook

    Customer expectations are soaring as the mobile mind shift accelerates. To meet them, mobile development teams must release high-quality apps multiple times per year. It's important to focus on...

  • For Security & Risk Professionals

    Report

    Report Structure Your Security Practice For Success

    Organization: The S&R Practice Playbook
    March 2, 2017 | Christopher McClean

    CISOs are constantly evaluating the structure and make-up of their organization to make sure it aligns with business and risk management needs. While org structure can affect how well the security...

  • For Customer Experience Professionals

    Report

    Report Executive Steering Committees: Critical For CX Transformation Success

    Foster Executive Buy-In By Involving Them In CX Decision Making
    March 1, 2017 | Samuel Stern

    CX professionals and their teams need the support of the entire organization to create and deliver great experiences in a sustainable way. The most important group of colleagues to work with is...

  • For Security & Risk Professionals

    Report

    Report Build A Cross-Functional Mobile Security Team

    Organization: The Mobile Security Playbook
    February 22, 2017 | Chris Sherman

    As security leaders look to support business engagement with customers, partners, and employees through mobile, they often discover gaps in team expertise. To better organize talent, security execs...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Accelerate Digital Innovation Through A Business Technology Partnership

    Tools And Technology: The Digital Business Transformation Playbook
    February 21, 2017 | Ted Schadler, Nigel Fenwick

    The days of monolithic applications running in data centers, waterfall software development with two releases a year, and business executives throwing endless lists of "must-have" features over the...

  • For B2C Marketing Professionals

    Report

    Report Three Staffing Models Help You Build A Socially Fluent Company

    Organization: The Social Marketing Playbook
    February 21, 2017 | Jessica Liu

    Managing social programs was originally the purview of a standalone experimental group. But as social networks matured, so did marketers, recognizing a need to fold social resources into the...

  • For B2C Marketing Professionals

    Report

    Report Balance Global And Local Needs With A Social Intelligence Center Of Excellence

    February 17, 2017 | Samantha Ngo, Cinny Little

    B2C marketers rely on social insights to help them understand their local customers' needs, preferences, affinities, and behaviors. But multinational companies need to balance the universal...

  • For B2C Marketing Professionals

    Report

    Report Organize For Mobile Marketing Success

    Organization: The Mobile Marketing Playbook
    February 15, 2017 | Thomas Husson

    Instead of leveraging mobile as a way to transform the offline experience, marketing teams view mobile as a standalone channel. The result? Marketing leaders are unsure about how to organize and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Retail eCommerce In Brazil: Team Headcount And Organization

    eCommerce Teams Are More Heavily Operations-Focused In Brazil Than In Other Markets
    February 9, 2017 | Lily Varon

    "Retail eCommerce In Brazil" is a survey that Forrester conducted together with E-Commerce Brasil in August and September 2016. In this survey, respondents from traditional retailers, web-only...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report It's Time For Retail Stores To Open Their Doors To The Digital Org

    Organization: The Digital Store Playbook
    February 3, 2017 | Brendan Witcher

    Digital business mastery and serving customers consistently across their shopping journeys is shattering traditional retail silos. P&L statements managed in channel silos drive companies to engage...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Digitize Your Business Strategy With A Three-Phase Road Map

    Road Map: The Digital Business Transformation Playbook
    February 3, 2017 | Jacob Morgan

    Digitizing your business strategy is a multiyear, multidimensional challenge. Traditionally, firms approach such a wholesale change as a big-bang transformation program, but the reality is that too...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Assemble Cross-Functional Teams To Achieve Digital Success

    Insights From Different Companies On How Multirole Teams Can Drive Digital Business Initiatives And Transformation
    January 27, 2017 | Peter Wannemacher

    As firms strive for digital business transformation, many executives look to cross-functional teams to deliver better, faster results in their digital efforts. Clarity — of purpose, leadership, and...

  • For Application Development & Delivery Professionals

    Report

    Report Build Your Dream Team: Organizing To Deliver Exceptional Digital Experiences

    Organization: The Digital Experience Delivery Playbook
    January 27, 2017 | Danielle Geoffroy, Anjali Yakkundi

    Customers demand familiar and contextual experiences, yet digital experience (DX) strategies and technologies have traditionally been sovereign, often supported by different teams with different...

  • For Enterprise Architecture Professionals

    Report

    Report Eliminate Confusion In Data Management Roles And Responsibilities

    Organization: The Data Management Playbook
    January 26, 2017 | Gene Leganza

    As enterprise architecture (EA) leaders prioritize data capabilities, they're looking broadly at how data management (DM) resources are spread across the organization. Where can they consolidate...

  • For Customer Experience Professionals

    Report

    Report Embrace Customer Diversity And Inclusion For Business Growth

    Global Leaders Are Embracing Diversity And Designing Inclusive Experiences To Improve Customer Outcomes
    January 25, 2017 | Tom Champion

    Diversity is no longer merely about compliance and talent management. Trailblazing companies and government agencies are designing experiences for their marginalized customers to win in new...

  • For Infrastructure & Operations Professionals

    Report

    Report Optimize Your Cloud Organization For Speed And Customer Delight

    Organization: The Cloud Computing Playbook
    January 24, 2017 | Dave Bartoletti

    Cloud computing is the engine of enterprise digital transformation. Customers drive intense demand for better experiences, and your developers use cloud-enabled development processes, services, and...

  • For Customer Experience Professionals

    Report

    Report The Truth About Customer-Centric Org Structures: They're The Icing, Not The Cake

    Organization: The Customer Experience Ecosystem Playbook
    January 20, 2017 | Samuel Stern

    Our research into companies that deliver superior customer experience (CX) showed that operating under a customer-centric organizational structure does not predict success. Instead, CX pros manage...

  • For CIO Professionals

    Report

    Report Organize Your People For Digital Success

    Organization: The CIO Digital Business Transformation Playbook
    January 20, 2017 | Nigel Fenwick

    What kind of digital organization do we need? What skills should we have in our team? Where should digital report? These are just a few of the frequent questions that decision-makers are asking to...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report One Customer, One Organization, One P&L

    Organization: The Omnichannel Commerce Playbook
    January 19, 2017 | Brendan Witcher

    In the age of the customer, channel-specific strategies, tactics, and organizations are shortsighted and irrelevant. Why? Customers expect a consistent shopping journey, so retailers must act as a...

  • For Application Development & Delivery Professionals

    Report

    Report Mantra For Customer-Obsessed Software Leaders: Deliver More, Develop Less

    Vision: The Application Development Strategy, Structure, And Sourcing Playbook
    January 18, 2017 | John R. Rymer, Liz Herbert

    Now that your application development and delivery (AD&D) teams can more quickly produce apps to win, serve, and retain customers, reorient your strategy, structure, and sourcing to support a...

  • For Customer Experience Professionals

    Report

    Report Getting To Yes: Five Strategies To Earn Cooperation From CX Ecosystem Stakeholders

    Performance Management: The Customer Experience Ecosystem Playbook
    January 18, 2017 | Rick Parrish

    With customer experience (CX) competition intensifying, businesses must look beyond mere cosmetic CX makeovers. To solve the root causes of CX problems and create truly differentiated experiences,...

  • For Customer Experience Professionals

    Report

    Report How To Organize For Effective Digital CX

    Organization: The Digital Customer Experience Improvement Playbook
    January 9, 2017 | Andrew Hogan

    Companies decide how and where customer experience (CX) pros fit in their organizations in terms of reporting relationships and governance in order to improve their customers' experiences. But how...

  • For Application Development & Delivery Professionals

    Report

    Report Mind The Gap When Organizing To Support Contact Center Applications

    Organization: The Contact Centers For Customer Service Playbook
    January 5, 2017 | Art Schoeller

    Contact center applications require high reliability and scale that exceed typical requirements for enterprise applications. Configuring them drives not only the customer experience, but the agent...

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