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  • For Infrastructure & Operations Professionals

    Report

    Report Everyday Technology Choices For A Better Employee Experience

    Design Effective Workforce Strategies For Laptops, Tablets, Smartphones, And Beyond
    September 26, 2017 | J. P. Gownder

    Having the right tools to do the job is a prerequisite to empowering a positive employee experience. Yet, too often, organizations still neglect the everyday technologies that employees use,...

  • For Enterprise Architecture Professionals

    Report

    Report Embrace Decentralized Decision Making, But Keep Planning Holistic

    Processes: The Strategic Portfolio Management Playbook
    September 22, 2017 | Margo Visitacion

    As companies prepare for 2018, improving customer experience joins revenue growth and cost reduction as a top-three priority. Changing customer demands mean that firms must plan continuously, and...

  • For Application Development & Delivery Professionals

    Report

    Report Create A SaaS Migration Road Map That Is Fast, Not Perfect

    Road Map: The Business Applications Playbook
    September 21, 2017 | Duncan Jones

    Forrester's data shows that three-quarters of software decision makers in enterprises plan to replace or complement their enterprise resource planning (ERP) software with SaaS applications, or have...

  • For CIO Professionals

    Report

    Report Put Data To Work In The Industrial Internet Of Things

    Machine Learning And Systems Of Insight Drive New IoT-Powered Experiences To Delight Customers And Drive Growth
    September 21, 2017 | Paul Miller

    The internet of things (IoT) plays a pivotal role in transforming the industrial sector. Connecting machines to record their usage patterns is often the first step and can deliver tangible...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Commerce Technology Investment Trends: 2017 To 2018

    September 19, 2017 | Bruce Eppinger, Claudia Tajima

    Digital businesses from retailers to branded manufacturers are increasing their investment in tools and technologies across commerce platforms, omnichannel, and the digital store. The simple...

  • For Security & Risk Professionals

    Report

    Report Artificial Intelligence Will Revolutionize Cybersecurity

    But Security Leaders Must View All Vendor Claims With Skepticism

    Security vendors are inundating CISOs with products purporting to use artificial intelligence to dramatically improve the accuracy and speed of both threat detection and response. However, much of...

  • For Application Development & Delivery Professionals

    Report

    Report Digital Studio Engagements Accelerate Services Innovation

    Services Firms Use New Workspaces To Centralize And Deliver Digital Capabilities
    September 13, 2017 | Amanda LeClair

    Digital studios allow services providers to bring together multidisciplinary skillsets, processes, and tools to centralize their digital offerings. Without a long track record of engagements or...

  • For Infrastructure & Operations Professionals

    Report

    Report Lead The I&O Software Revolution With Infrastructure-As-Code

    Strategic Plan: The Infrastructure Transformation Playbook
    September 12, 2017 | Chris Gardner, Richard Fichera

    Infrastructure and operations (I&O) professionals have always focused on delivering services at lower costs and ever-greater efficiency, but customer obsession requires innovation that enables...

  • For CIO Professionals

    Report

    Report Chief Data Officers Play A Leading Role In Business Transformation

    Data Leaders Embrace A New Strategic Mandate

    Until recently, the chief data officer (CDO) was the new kid on the block. Today, half of data and analytics decision makers report working for a firm with a CDO. At the 11th Annual MIT Chief Data...

  • For Application Development & Delivery Professionals

    Report

    Report Three Strategies For Managing SaaS Negotiations

    Execution: The Business Applications Playbook
    August 31, 2017 | Duncan Jones, Liz Herbert

    Software-as-a-service (SaaS) negotiation requires a unique approach; neither traditional software negotiation tactics nor hosting practices will suffice. But too many clients still don't know how...

  • For Application Development & Delivery Professionals

    Report

    Report Design Your Contact Center To Be Customer-Centric

    Strategic Plan: The Contact Centers For Customer Service Playbook
    August 31, 2017 | Art Schoeller, Randy Heffner

    As enterprises strive to offer better customer experiences, they must incorporate organizational and operational change into contact center architectural design. Companies must establish customer...

  • For Security & Risk Professionals

    Report

    Report Maintain Your Security Edge

    Continuous Improvement: The Security Architecture And Operations Playbook
    August 25, 2017 | Heidi Shey, Jeff Pollard

    New security objectives and approaches call for shifts in architecture and operations — but more importantly, for security leaders to reassess their investments in their most valuable asset:...

  • For Application Development & Delivery Professionals

    Report

    Report Build An Outside-In Contact Center Road Map

    Road Map: The Contact Centers For Customer Service Playbook
    August 24, 2017 | Art Schoeller

    In most industries, a large percentage of customer contacts need support from contact center agents. Developing a solid contact center road map in the context of a broader customer experience (CX)...

  • For Application Development & Delivery Professionals

    Report

    Report Forrester's Business Applications' Effectiveness Scorecard

    Effectiveness: The Business Applications Playbook
    August 24, 2017 | Duncan Jones

    Business applications should be key enablers of enterprises' top priorities, such as customer experience and product innovation. Yet Forrester's research of technology decision makers found that...

  • For Infrastructure & Operations Professionals

    Report

    Report Private Cloud In 2020: Defining The Future Of The Enterprise Data Center

    Private Cloud Software Suites Die Off As Budgets Move Up The Stack And Lower Levels Build Out Automation And Orchestration Capabilities
    August 24, 2017 | Lauren E. Nelson

    Private cloud can be difficult to implement and manage and has a rich history of casualties. Conceptually, enterprises need both private and public cloud services, but public cloud success has far...

  • For Application Development & Delivery Professionals

    Report

    Report Dealing With Development Team Dysfunction

    Identify And Address Signs Of Dysfunction In Your Team To Develop Better Software
    August 17, 2017 | Amanda LeClair, Jeffrey S. Hammond

    Software development teams transform their digital delivery capabilities at different speeds. Results from a recent survey indicate that most development teams are improving their processes but...

  • For Enterprise Architecture Professionals

    Report

    Report Privacy, Automation, And Demographics Challenge The Records Management Status Quo

    Key Findings From The Forrester/ARMA International Records Management Online Survey, Q1 2017
    August 17, 2017 | Cheryl McKinnon

    2017 marks the eighth year that ARMA International and Forrester Research have surveyed records and information management (RIM) professionals to track the key trends and challenges facing the...

  • For B2B Marketing Professionals

    Report

    Report Metrics That Matter In Account-Based Marketing

    Use Comparative Metrics Across The Six Stages Of The Customer Life Cycle To Reveal The Value Of ABM
    August 9, 2017 | Allison Snow

    B2B marketers believe that account-based marketing (ABM) can boost marketing performance but need to demonstrate its impact. ABM is relevant across the customer life cycle, not just new account...

  • For Application Development & Delivery Professionals

    Report

    Report Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook
    August 2, 2017 | Ian Jacobs, Kate Leggett

    In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service and application development and delivery (AD&D) pros must...

  • For Infrastructure & Operations Professionals

    Report

    Report How To Budget For Workforce And Customer-Facing Technologies For 2018 And Beyond

    Benchmarks: The Workforce Enablement Playbook
    July 31, 2017 | J. P. Gownder, Andrew Hewitt

    Infrastructure and operations (I&O) leaders planning their budgets for 2018 and beyond must invest in business technology (BT) that helps win, serve, and retain customers. They must create a...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Forrester Wave™: Recurring Customer And Billing Management, Q3 2017

    Customer-Centric Billing Solutions Move Beyond Subscriptions To Enable Recurring Customer Relationships
    July 31, 2017 | Lily Varon

    In our 35-criteria evaluation of recurring customer and billing management providers, we identified the nine most significant ones — Apttus, Aria Systems, BillingPlatform, Digital River,...

  • For Customer Insights Professionals

    Report

    Report Personalize Customer Experience With A Digital Intelligence Business Case

    Business Case: The Digital Intelligence Playbook
    July 20, 2017 | Cinny Little, James McCormick

    Today's digital analytics practices are advancing their ability to take actions on insights about customers' digital behavior. But that's not enough: Customers' expectations continue to change...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report It's Cloud Go Time For Retailers

    Cloud Apps And Platforms Offer More Rewards Than Risks For Retail
    July 20, 2017 | Dave Bartoletti, Anjali Yakkundi

    More than one-fifth of retailers have now moved core business applications to the cloud — a significant jump over the past three years. Often led to cloud initially by the desire to modernize...

  • For B2B Marketing Professionals

    Report

    Report Forrester Data Global Business Technographics® Priorities And Journey Survey, 2017: Overview

    A Business Technographics Presentation
    July 17, 2017 | Ryan Halliday, Tyler McDaniel

    This report is an overview of the Forrester Data Global Business Technographics® Priorities And Journey Survey, 2017. It covers the broad patterns seen among business and technology decision makers...

  • For Security & Risk Professionals

    Report

    Report The Forrester Wave™: Customer Identity and Access Management, Q2 2017

    Tools And Technology: The Identity And Access Management Playbook
    June 15, 2017 | Merritt Maxim

    In our 20-criteria evaluation of customer IAM (CIAM) providers, we identified the eight most significant ones — Auth0, ForgeRock, Gigya, Janrain, LoginRadius, Microsoft, Ping Identity, and...

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