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The Innovation Playbook For 2016

Thrive With Sustained Innovation In The Age Of The Customer

Technology enables fundamental change in almost every market. New and old players are disrupting the status quo with new products, services, and business models that help them win, serve, and...

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  • For eBusiness & Channel Strategy Professionals

    Report

    Report Case Study: Lloyds Banking Group Transforms Through 10 Customer Journeys

    Embrace Digital Business Transformation That Delivers Customer Value And A New Operating Model

    In 2014, Lloyds Banking Group, one of the UK's leading financial services firms, embarked on a three-year digital business transformation with a £502 million budget. The transformation has gone...

  • For CIO Professionals

    Report

    Report Unleash Your Digital Predator

    Vision: The CIO Digital Business Transformation Playbook
    March 8, 2017 | Nigel Fenwick, Ted Schadler

    Today's customers — consumers and businesses — expect to integrate your products and services into their digital world. Your employees do, too. CIOs who fail to reshape their business as...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Open Banking Revolution Is Imminent

    How Open Banking Will Transform The Banking Landscape
    February 23, 2017 | Jacob Morgan

    Open banking is the next logical evolution of digital banking, furthering the ability of a bank to enable customer outcomes through participation in collaborative ecosystems and partnerships....

  • 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 CMO Professionals

    Report

    Report Chevrolet CMO Tim Mahoney Foretells What CMOs Will Care About In 2017

    February 16, 2017 | James L. McQuivey

    For two days in November 2016, CMOs, CIOs, and other C-level executives from around the globe converged on Dana Point, California to participate in Forrester's invitation-only Age Of The Customer...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Write A Digital Business Strategic Plan That People Actually Read

    Strategic Plan: The Digital Business Transformation Playbook
    February 9, 2017 | Jacob Morgan

    Ready to craft your digital business transformation strategy? A hundred-page Word document to land on your CEO's desk, right? Think again. For digital business professionals, the digital business...

  • For Customer Experience Professionals

    Report

    Report Digital Customer Experience Trends, 2017

    Landscape: The Digital Customer Experience Improvement Playbook
    February 7, 2017 | Allegra Burnette, Tony Costa

    In 2016's edition of this report about digital customer experience (CX) trends, Forrester identified the rise of conversational interfaces and concierge services. In this year's report, we examine...

  • 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 Disruptive Fintech Is Dead — Long Live Collaborative Fintech!

    Takeaways From Global Fintech Hackcelerator And FinovateAsia 2016
    January 23, 2017 | Zhi Ying Ng

    Digital financial innovation shows no signs of abating, with a series of financial technology (fintech) startups placing Hong Kong and Singapore firmly on the innovation map. As FinovateAsia 2016...

  • For Customer Experience Professionals

    Report

    Report Play The Long Game For CX Transformation

    Lessons Learned From Speakers At Forrester's CX Europe 2016 Forum

    To win the long game of customer experience (CX) transformation, CX professionals must have a CEO mandate, an outside-in perspective, an innovation mindset, and disciplined execution. At...

  • For Infrastructure & Operations Professionals

    Report

    Report How To Build An Interaction Innovation Lab That Differentiates Your Digital Business

    Disruptive Technologies Create Opportunities For Innovation — And I&O Should Play A Key Role
    January 17, 2017 | J. P. Gownder

    Infrastructure and operations (I&O) leaders are increasingly tasked with applying technology to business problems to drive innovation, and they have a particular competency that can help: expertise...

  • For CIO Professionals

    Report

    Report CIOs: Position Yourself As The Business Innovation Leader In The C-Suite

    Use Your Tech And Process Strengths To Enable Customer-Obsessed Innovation In Your Company
    January 12, 2017 | Bobby Cameron

    In the age of the customer, innovation sits at the top of many CEOs' priority lists, and CIOs have a unique opportunity to lead their firms' responses with tech-based business innovation. Pursuing...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Take An Iterative Approach To Digital Banking Strategy

    Strategic Plan: The Digital Banking Strategy Playbook
    December 22, 2016 | Peter Wannemacher

    It is the job of digital business leaders to define and then execute digital banking strategy. As part of this effort, they must craft an action plan that sets out the guiding principles of the...

  • For CIO Professionals

    Report

    Report Brief: Brexit Makes Customer-Focused Innovation Imperative

    While Uncertainty Continues, Focusing On Innovation Is Your Best Chance Of Success
    October 18, 2016 | Dan Bieler, Enza Iannopollo

    Now that a timeline has been set for Brexit, every business operating in the UK is sure to face market uncertainty and volatility for at least the next three years. In our conversations with CIOs...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Case Study: OCBC Bank Innovates In Wealth Management With Co-Creation

    A Customer-Centric Approach To Innovation Helped OCBC Attract New Investors
    October 6, 2016 | Frederic Giron

    Banks around the world are changing their wealth management offerings, driven by digitally empowered customers who want to be served on their mobile device in their moments of need. OCBC Bank, a...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Brief: What Makes Digital Disruptors Dangerous

    Lessons From Disruptive Financial Technology Startups
    September 20, 2016 | Oliwia Berdak

    Digital disruptors have swarmed financial services. Incumbents have responded by upgrading their technology stacks and launching new digital services. Investing in technology as a response to...

  • For Application Development & Delivery Professionals

    Report

    Report Digital Innovation Reshapes The Future Of Business Applications

    Vision: The Business Applications Playbook
    September 8, 2016 | Paul D. Hamerman

    Business environments and the application software industry are changing rapidly. Enterprises face increasingly difficult choices between renovating or upgrading existing solutions and investing in...

  • For B2C Marketing Professionals

    Report

    Report Marketers Clear The Path To Omnichannel Buying

    Continuous Improvement: The Digital Media Buying Playbook
    September 7, 2016 | Samantha Merlivat

    Marketers have come a long way in a short period of time with programmatic buying. Their next ambition is omnichannel media buying, but before they can move on to these greener pastures, they must...

  • For CIO Professionals

    Report

    Report Frugal Innovation Supports Customer-Obsessed Innovation

    Boost Your Innovation Capabilities And Reach New Customers With Low-Cost Innovation
    August 25, 2016 | Dan Bieler

    The age of the customer demands that businesses drive innovation at ever faster speeds and with limited budgets. Frugal innovation is based on the tenet of "doing more, and better, with less,"...

  • For B2B Marketing Professionals

    Report

    Report Get Ready For The B2B Marketing Renaissance

    Landscape: The B2B Marketing Playbook
    August 12, 2016 | Lori Wizdo

    Buyers have higher expectations in the age of the customer after fundamentally changing their buying behavior in this post-digital age. Yet too many B2B marketers aren't keeping pace. They must...

  • For CIO Professionals

    Report

    Report Case Study: Bosch Software Innovations Drives Digital Transformation For Bosch And Its Clients

    Lessons For How To Leverage A Separate Software Engineering Group To Transform Into A Digital Business
    August 2, 2016 | Dan Bieler

    In the age of the customer, traditional manufacturing businesses must rework the structure and culture of their organizations to address rapidly changing client expectations. Bosch is a fascinating...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Visionary's Guide To Digital Store Planning

    Strategic Plan: The Digital Store Playbook
    July 28, 2016 | Adam Silverman

    A successful strategic plan hinges on a strong vision for the digital store. We expect eBusiness leaders who drive digital store transformation initiatives to have a deep-seated vision for how...

  • For Application Development & Delivery Professionals

    Report

    Report Uncover Unexpected App Insights Through The Crowd

    Soccer Moms To Your App's Rescue
    June 30, 2016 | John M. Wargo

    Application development and delivery (AD&D) pros make decisions every day on app features and how they work. However, whether those features hit the mark for the majority of users is anybody's...

  • For CIO Professionals

    Report

    Report Quick Take: UK Firms Must Drive Innovation In The Age Of The Customer, Despite Brexit

    June 24, 2016 | Benjamin Ensor, Martin Gill

    Yesterday, UK citizens voted to leave the European Union ("Brexit"). The agreements that legislators hammer out over the next two years will determine the long-term political, social, global trade,...

  • For Application Development & Delivery Professionals

    Report

    Report The Downside Of Digital Labs

    Digital Financial Innovation Needs An End-To-End Agile And DevOps Environment

    To accelerate digital innovation, many financial services firms have launched digital innovation labs. Focused on quick, experimental projects, these new software development environments sit...

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