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  • For eBusiness & Channel Strategy Professionals

    Report

    Report Accelerate The Advanced Analytics Journey In Healthcare

    Adopt A Four-Step Approach To Improve Healthcare Outcomes And Win Customers
    February 23, 2018 | Kjell Carlsson, Ph.D., Alex Kramer

    Advanced analytics are increasingly critical to healthcare organizations' ability to win, retain, and serve their customers. Predictive and prescriptive analytics can help healthcare organizations...

  • For Application Development & Delivery Professionals

    Report

    Report Future-Proof Your Customer Service: Build An AI-Infused Cognitive Contact Center

    Changing Customer Journeys Require A Significant Shift In Contact Center Roles And Technologies
    February 23, 2018 | Art Schoeller

    Increased automation and the greater diversity of customer contact channels will complicate, not simplify, the job of contact center agents. Application development and delivery (AD&D)...

  • For Application Development & Delivery Professionals

    Report

    Report Now Tech: Supplier Risk And Performance Management (SRPM), Q1 2018

    Forrester's Overview Of 18 Vendors Providing SRPM Platforms, Information, And Services
    February 23, 2018 | Duncan Jones

    Your purchasing colleagues need supplier risk and performance management (SRPM) applications to protect your company's brand from suppliers' mistakes and get optimum performance from them. But...

  • For B2C Marketing Professionals

    Report

    Report 2018 Mobile And New Technology Priorities For Marketers

    Why Marketers Must Keep Fixing Their Mobile Basics
    February 23, 2018 | Thomas Husson

    After this year's Consumer Electronics Show in Las Vegas, we expect themes like the internet of things (IoT), chatbots, intelligent agents (IAs)— especially Google Assistant — and artificial...

  • For Application Development & Delivery Professionals

    Report

    Report Transform The Contact Center For Customer Service Excellence

    Executive Overview: The Contact Centers For Customer Service Playbook
    February 23, 2018 | Kate Leggett

    Customer service is at a tipping point. Customers contact enterprises more often and in more channels; they shift between channels seamlessly and even use multiple channels simultaneously....

  • For Application Development & Delivery Professionals

    Report

    Report Case Study: Shop Direct Masters Personalization At Scale

    The Journey From A Catalog Business To A Pure-Play Online Retailer
    February 23, 2018 | George Lawrie

    This report documents for application development and delivery (AD&D) professionals the way in which Shop Direct deployed personalized content at each customer journey touchpoint to drive traffic,...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Make Your Video Shoppable To Boost Online Conversion

    Optimize Your Marketing Video For Commerce
    February 23, 2018 | Brendan Witcher, Nick Barber

    Retailers and brands across all product categories must differentiate themselves online while also finding ways to successfully engage and entertain today's digitally savvy, hyper-stimulated...

  • For Security & Risk Professionals

    Report

    Report Best Practices: Recruiting And Retaining Women In Cybersecurity

    Address Skill Shortages With A More Inclusive Culture
    February 22, 2018 | Claire O'Malley, Stephanie Balaouras

    Despite its urgent and ever-growing importance, the cybersecurity industry is projecting a staffing shortage of 1.8 million unfilled jobs globally by 2022. Meanwhile, women represent just 11% of...

  • For Application Development & Delivery Professionals

    Report

    Report CRM Goes Vertical In The Age Of The Customer

    Landscape: The CRM Playbook
    February 22, 2018 | Kate Leggett

    Application development and delivery (AD&D) professionals who support CRM cannot afford failed technology initiatives. They increasingly deploy CRM solutions that are verticalized to leverage...

  • For CMO Professionals

    Report

    Report The Future Of Marketing Insights

    Advanced Level: Insights Practices For Marketing Innovation
    February 22, 2018 | Tina Moffett

    Customer-obsessed companies that make insights-driven decisions are growing more than 30% annually on average. CMOs are embracing data, knowledge, and organizational trends to elevate their...

  • For CMO Professionals

    Report

    Report Marketing Insights Are The Engine For Customer Obsession

    Intermediate Level: Insights Practices For Marketing Innovation
    February 22, 2018 | Mary Pilecki

    Many marketing organizations have established an insights practice to leverage marketing and customer data for insights that will help their decision making. Once "insights" has become a common...

  • For CMO Professionals

    Report

    Report Seven Steps To Kick Off A Customer-Obsessed Insights Program

    Beginner Level: Insights Practices For Marketing Innovation
    February 22, 2018 | Allison Snow

    There's only one way to win in the age of the customer, and that's by being customer obsessed. To successfully pivot from product, growth, shareholder, and other obsessions, firms need to become...

  • For Customer Experience Professionals

    Report

    Report CX Quality Can Affect Stock Performance

    A Stock Portfolio Of CX Leaders Beat A Portfolio Of CX Laggards
    February 22, 2018 | Dylan Czarnecki, Rick Parrish

    Forrester has proven that customer experience (CX) leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. But does good CX also...

  • For CMO Professionals

    Report

    Report Gauge Your Marketing Innovation Maturity

    The Assessment Report In The Marketing Innovation Playbook
    February 22, 2018 | Melissa Parrish, Caroline Robertson

    To convert your marketing function into one that leads through innovation, you need to know where to start the transformation. This report guides CMOs through Forrester's marketing innovation...

  • For CIO Professionals

    Report

    Report The State Of Digital Business 2018: Top Technologies By Maturity

    Technology As Fuel For Business Growth
    February 21, 2018 | Nigel Fenwick

    The scope of business strategy is increasingly defined by technology. This report helps CIOs understand the technology priorities surrounding digital business strategies. It also reveals the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Digital And Mobile Touchpoints Are Driving Offline Sales In Europe

    Highlights From The Forrester Data: Digital-Influenced Retail Sales Forecast, 2016 To 2021 (EU-7), Q1 2017 Update
    February 21, 2018 | Michelle Beeson

    Consumers increasingly shop across touchpoints, so digital business professionals must understand the impact of digital touchpoints on in-store sales. In 2016, digital-influenced sales (formerly...

  • For CIO Professionals

    Report

    Report It's Not Easy For An Industrial Product Company To Build A Software Platform Business

    Lessons From GE's Bumpy Digital Transformation Journey In 2017

    General Electric (GE) has been on a journey of digital transformation since at least 2014. But GE's new digital business unit hit unexpected bumps in the road in 2017. This report examines the...

  • For B2B Marketing Professionals

    Report

    Report L2RM Practitioners Realize Performance Gains, But Significant Headroom Remains

    Benchmarks: The Lead-To-Revenue Playbook
    February 21, 2018 | Lori Wizdo

    In Q3 2017, Forrester surveyed 628 B2B marketers about their marketing strategies, plans, tactics, and use of marketing technologies. We analyzed the results of those whose firms had implemented a...

  • For B2B Marketing Professionals

    Report

    Report Making The Right Choices For Your L2RM Tech Stack

    Tools And Technology: The Lead-To-Revenue Playbook
    February 21, 2018 | Lori Wizdo

    B2B marketers depend on technology to collect data, generate insights, target audiences, and deliver relevant interactions. In fact, effective use of marketing technology is often the base for...

  • For B2B Marketing Professionals

    Report

    Report Model The ROI Of L2RM Investments

    Business Case: The Lead-To-Revenue Playbook
    February 21, 2018 | Allison Snow, Lori Wizdo

    B2B marketing execs need a solid business case to invest in lead-to-revenue management (L2RM). This report helps B2B marketers project the revenue impact of automating and further digitizing their...

  • For B2C Marketing Professionals

    Report

    Report Forrester Data: Online Retail Forecast, 2017 To 2022 (Western Europe), Q4 2017 Update

    ForecastView Document
    February 21, 2018 | Michael O'Grady

    Online retail sales will grow at an average of 11.9% per year over the next five years in Western Europe. Italy and Spain will see the fastest online sales growth. By 2022, 21% of non-grocery...

  • For CIO Professionals

    Report

    Report The Best Tech Leaders Develop Creative People For Customer Obsession

    Advanced Level: People Practices For IT Transformation
    February 20, 2018 | David K. Johnson, Chris Gardner, Marc Cecere

    Companies that are advanced in their IT transformation operate well, but they often innovate and execute inconsistently, with high rates of project failure. The underlying problem is an incomplete...

  • For CIO Professionals

    Report

    Report Australia Tech Market Outlook, 2018 To 2019

    CIOs Will Focus Investments On Increasing Business Speed
    February 20, 2018 | Tim Sheedy

    This is the time of year when Australian CIOs and their partners in the business plan their 2018 technology budgets. To help CIOs with this process, this report provides our current forecast for...

  • For Application Development & Delivery Professionals

    Report

    Report The Three Rs Of Retail Robotics

    Use Robots To Increase The Human Touch In Retail
    February 20, 2018 | George Lawrie

    There's no lack of examples of robots of humanoid appearance (think the LoweBot) that provide relatively limited service interactions with customers. Behind the scenes, both retailers and consumer...

  • For CIO Professionals

    Report

    Report Technologists — And The Business — Must Execute At The Speed Of DevOps

    Intermediate Level: People Practices For IT Transformation
    February 20, 2018 | Chris Gardner, David K. Johnson, Marc Cecere

    Intermediate organizations have the basics well in hand. They've broken down silos, begun the employee experience (EX) journey, and started to automate rote tasks. However, to advance, technology...

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