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  • For Customer Experience Professionals

    Report

    Report Create Experiences That Have The Power To Transform

    Look Beyond Customer Experience Quick Fixes In Pursuit Of Higher Value
    July 25, 2017 | Tom Mouhsian

    Customer expectations are rising faster than ever. But customer experience (CX) professionals still dedicate most of their effort to trying to catch up by incrementally improving the features of...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report eCommerce Trends And Outlook For Asia Pacific

    Trends In Australia, China, India, Japan, South Korea From The Forrester Data: Online Retail Forecast, 2016 To 2021 (Asia Pacific)
    July 25, 2017 | Lily Varon

    Asia Pacific contains both the largest and the fastest-growing eCommerce markets (China and India, respectively). Today, total online retail revenues in just five markets in Asia Pacific — China,...

  • For Customer Experience Professionals

    Report

    Report India Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To Seven Indian Mobile Banking Apps
    July 25, 2017 | Amit Bhatia

    Forrester's research shows that good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion for banks — more so than for any other industry. Are...

  • For Enterprise Architecture Professionals

    Report

    Report Inquiry Spotlight: Enterprise Architecture, Q3 2016 To Q2 2017

    The Top Eight Questions EA Clients Ask About EA
    July 25, 2017 | Alex Cullen

    Forrester's enterprise architecture (EA) analysts field hundreds of inquiries from clients every month. These inquiries help us understand the challenges that EA pros face as well as select the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Mobile Mind Shift Road Map

    Road Map: The Mobile eBusiness Playbook
    July 25, 2017 | Michael Facemire

    Customers, partners, and internal stakeholders are challenging digital business leaders to build new digital experiences: mobile apps, websites, connected devices, and chat interfaces, just to name...

  • For Application Development & Delivery Professionals

    Report

    Report Collaboration Success Hinges On Effective Change Management

    Continuous Improvement: The Enterprise Collaboration Playbook
    July 25, 2017 | Art Schoeller

    For two decades, companies have introduced new and potentially better tools to help employees collaborate, only to see tepid adoption. In the past several years, employees have begun to...

  • For Customer Experience Professionals

    Report

    Report European Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 17 Mobile Banking Apps
    July 24, 2017 | Alex Causey, Andrew Hogan

    For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are European mobile banking apps...

  • For Security & Risk Professionals

    Report

    Report The IAM Market Will Surpass $13 Billion By 2021

    Customer-Facing IAM Leads Growth
    July 24, 2017 | Merritt Maxim, Andras Cser

    New digital business and customer engagement models have extended today's identity boundaries. In response, security pros must now manage identities and access across a variety of populations...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Trends 2017: North American Digital Banking

    Digital Executives Need Stronger Foundations To Create New Customer Value
    July 24, 2017 | Alyson Clarke

    Slow economic growth, low interest margins, regulatory uncertainty, increased competition, and changing consumer needs are challenging the retail banking industry in North America. Differentiated...

  • For CIO Professionals

    Report

    Report The Canadian Tech Market Outlook For 2017 To 2018

    Canadian Tech Buyers Focus On The BT Agenda In Cautious Times
    July 24, 2017 | Andrew Bartels, Cheryl McKinnon

    Canadian CIOs are grappling with a mixed bag of economic news. While better than expected GDP growth continues to provide reasons for optimism, a struggling energy sector, an overheated housing...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Salesforce Implementation Partners, Q3 2017

    Dozens Of Salesforce Partners Know The Tech — But Few Have Proven Ability To Drive Digital Business In Salesforce Deployment
    July 24, 2017 | Liz Herbert

    Salesforce buyers have evolved from a seeking a cloud customer relationship management (CRM) tool to seeking a strategic platform for digital business. In our 35-criteria evaluation of Salesforce...

  • For B2C Marketing Professionals

    Report

    Report Case Study: Take A Focused And Disciplined Approach To Drive Chatbot Success

    OCBC Bank Created A Marketing Chatbot To Accelerate Revenue Growth
    July 21, 2017 | Xiaofeng Wang

    Marketing teams are increasingly interested in leveraging branded chatbots, but most struggle to deliver business value. OCBC Bank in Singapore is bucking the trend: The bank recently created Emma,...

  • For Application Development & Delivery Professionals

    Report

    Report Make A Modern Business Case For Agile And DevOps-Driven Digital Transformation

    Business Case: The Modern Application Delivery Playbook
    July 21, 2017 | Diego Lo Giudice

    Applications give digital businesses the software assets they need to win, serve, and retain customers in the face of fierce competition and escalating customer expectations. Improving application...

  • For Security & Risk Professionals

    Report

    Report Protect Your Digital Workforce With Browser Isolation Technology (BIT)

    BIT Helps S&R Pros Implement Zero Trust For Workforce Security
    July 21, 2017 | Chase Cunningham

    Employees today must use a browser to access most of their corporate applications, email, and collaboration tools. A variety of common threat vectors target basic user interactions as employees use...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Our Favorite Mobile Websites, And How They Did It

    Five Case Studies Show How To Reinvent Your Mobile Website
    July 21, 2017 | Danielle Geoffroy, Ted Schadler

    Few customers and even fewer prospects will use your app — but they will visit your website on their phones. Alas, when they arrive, their experience pales in comparison to your app — and even your...

  • For Security & Risk Professionals

    Report

    Report The Market For Managed Detection And Response Booms In 2017

    Cyberattacks And Skill Shortages Drive MDR Demand
    July 21, 2017 | Jeff Pollard

    Managed detection and response (MDR) has emerged as a specific category of managed security services (MSS) in the last 12 months. Security and risk (S&R) pros thinking about investing in MDR...

  • For B2C Marketing Professionals

    Report

    Report How To Advertise To Consumers Who Hate Ads

    Create Customer-Obsessed Advertising By Making Ads That Are Human, Helpful, And Handy
    July 21, 2017 | Jim Nail, Drew Green

    With advertisers struggling against ad blocking, cord cutting, and fragmented audiences, the ad industry seems doomed. But while these trends are factual and challenging, they are not necessarily...

  • For Enterprise Architecture Professionals

    Report

    Report Continuous Architecture Plugs The Gap Between Planning And Delivery

    Enterprise Architecture Pros Redefine Their Approach To Continuously Deliver Value
    July 20, 2017 | Gordon Barnett

    Customer obsession is driving firms to add agility into their planning-to-optimization value stream processes. Unlike their peers on portfolio management and Agile development and operations...

  • 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 Improve B2B eCommerce Execution By Using ACTIVE Strategies

    Continuous Improvement: The B2B eCommerce Playbook
    July 20, 2017 | Andy Hoar

    B2B eCommerce organizations know that having a vision alone does not guarantee success. The devil is in the details and the hard work associated with executing on solid, actionable strategies. This...

  • 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 CIO Professionals

    Report

    Report Autonomous Vehicles Will Reshape The Global Economy

    Six Transformative Ripple Effects Of Autonomous Transport
    July 20, 2017 | Laura Koetzle, Carlton A. Doty

    Each week brings a new story about autonomous vehicle experiments by disruptive tech companies that threaten the future of century-old auto manufacturers. This is not one of those stories. We...

  • For Infrastructure & Operations Professionals

    Report

    Report Drive DevOps Efforts With Customer Experience Pros

    Strategic Plan: The Modern Service Delivery Playbook
    July 19, 2017 | Robert Stroud, Allegra Burnette

    Companies now expect infrastructure and operations (I&O) pros to optimize software delivery, using methodologies like development and operations (DevOps) that lead to modern service delivery (MSD)....

  • For Customer Insights Professionals

    Report

    Report More Firms Are Using The Insights Center Of Excellence To Drive Value

    Organization: The Customer Analytics Playbook
    July 19, 2017 | Cinny Little

    Customer insights pros struggle with how to keep maturing their capabilities and drive more actions from insights. How you organize affects your success. This report shows how the insights center...

  • For Customer Insights Professionals

    Report

    Report Pick A Powerful Pilot To Propagate Customer Analytics

    Business Case: The Customer Analytics Playbook
    July 19, 2017 | Brandon Purcell

    While most companies understand the importance of transforming data into insights, many struggle to get their customer analytics practice off the ground. They're missing out on a huge opportunity....

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