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  • 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...

  • For CIO Professionals

    Report

    Report Expand Your Ecosystem To Set Your Tech Organization On A Path To Excellence

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

    Technology leaders evolve their organizations and people in phases. Many organizations are in the stages of this evolution, beginning to develop and deliver great customer experience (CX). This...

  • For Infrastructure & Operations Professionals

    Report

    Report The Top 10 Facts That Every Tech Leader Should Know About Cloud Standards And Open Source

    February 20, 2018 | Lauren E. Nelson, Charles Betz

    Open source and open standards are two frequently confused topics. In the world of cloud computing, both are important to the modern digital executive. In this report, we define these two topics...

  • For CIO Professionals

    Report

    Report Take Charge Of Digital Transformation Initiatives For Your Organization

    Indian CIOs Are Slow To Embrace Digital Transformation
    February 20, 2018 | Ashutosh Sharma, Bobby Cameron

    Indian CIOs are still delivering traditional IT capabilities. But digital businesses require a different type of leadership, one that focuses on leveraging digital technologies to serve customers....

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Tech Tide™: Enterprise Collaboration, Q1 2018

    20 Technologies Underpin Enterprise Collaboration
    February 16, 2018 | Art Schoeller, Nick Barber

    Enterprise collaboration (EC) is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in collaboration, companies are evaluating and...

  • For Infrastructure & Operations Professionals

    Report

    Report The Changing Landscape Of IT Incident And Crisis Management

    Safety-Critical Practices And Collaborative Platforms Are The New Normal
    February 16, 2018 | Charles Betz

    Digital services are ever more critical to human well-being. Customers, as well as other stakeholders, are increasing the pressure on providers to respond quickly and effectively to operational...

  • For Infrastructure & Operations Professionals

    Report

    Report Now Tech: Continuous Resolution, Q1 2018

    Forrester's Overview Of 17 Continuous Resolution Providers
    February 16, 2018 | Charles Betz

    You can use continuous resolution providers like ServiceNow and xMatters to preserve enterprise value, improve the availability of digital services, and handle operational disruptions consistently....

  • For Application Development & Delivery Professionals

    Report

    Report Organize Your App-Dev Teams With Agile And DevOps

    Organization: The Modern Application Delivery Playbook
    February 16, 2018 | Diego Lo Giudice, Eveline Oehrlich

    Application development and delivery (AD&D) leaders are embracing modern application delivery practices and taking the steps needed to transform their organizations. This means changing culture,...

  • For Enterprise Architecture Professionals

    Report

    Report Battle Of The Data Lakes: Customer Insight Versus Enterprise Platform

    February 16, 2018 | Michele Goetz

    The race for the most compelling customer experience (CX) is intensifying, and customer insights are the rocket fuel for CX engines. But internal battles over the "right" scope for a data lake —...

  • For Application Development & Delivery Professionals

    Report

    Report Transform Customer Processes And Systems To Improve Experiences

    Executive Overview: The CRM Playbook
    February 16, 2018 | Kate Leggett

    The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Assess Your Digital Insurance Capabilities

    Assessment: The Digital Insurance Strategy Playbook
    February 16, 2018 | Oliwia Berdak

    Insurers' digital capabilities are patchy. Agent-based firms have focused on digital advertising to raise brand awareness, while direct firms have prioritized lead generation and conversion. But to...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Key Characteristics Of Great Digital Business Leaders

    How Savvy Digital Business Leaders Balance Strategy, Governance, And Execution
    February 15, 2018 | Martin Gill

    Digital leaders are evolving. Yesterday's eBusiness leaders have grown into today's digital business leaders, and their focus has changed with it. They wield increasing power and, like Spider-Man,...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Forrester Data: Online Insurance Forecast, 2017 To 2022 (US)

    ForecastView Document
    February 15, 2018 | Susan Wu

    This report looks at the factors that drive the size and growth of the motor, property, and life insurance markets in the US. It also details the size of online and web-influenced sales and...

  • For Customer Insights Professionals

    Report

    Report Elevate Your Online Testing Program With A Continuous Optimization Approach

    Benchmarks: The Digital Intelligence Playbook
    February 15, 2018 | James McCormick

    Online testing approaches are the core of a continuous optimization strategy to deliver the best possible customer experiences by iteratively improving customer interactions. This report assesses...

  • For Security & Risk Professionals

    Report

    Report The Forrester Wave™: Governance, Risk, And Compliance Platforms, Q1 2018

    The 14 Providers That Matter Most And How They Stack Up
    February 15, 2018 | Renee Murphy, Claire O'Malley

    In our 23-criteria evaluation of governance, risk, and compliance (GRC) platforms, we identified the 14 most significant ones — ACL, Enablon, IBM, LogicManager, MetricStream, Nasdaq, NAVEX Global,...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Track Digital Banking Success With Customer-Centric Metrics

    Performance Management: The Digital Banking Strategy Playbook
    February 15, 2018 | Zhi Ying Ng

    Digital banking success demands new metrics. Typical key performance indicators (KPIs) for digital banking are often product-centric or channel-specific, rather than customer-focused. Digital...

  • For CIO Professionals

    Report

    Report Forrester Flash: Blockchain

    February 14, 2018 | Martha Bennett

    Among the most frequently asked questions Forrester receives on the topic of blockchain are: How would you define blockchain? Should we consider investing in a blockchain-based solution? How mature...

  • For CIO Professionals

    Report

    Report Create Sustainable Process Innovation

    Advanced Level: Process Practices For IT Transformation
    February 14, 2018 | Christopher Condo, Margo Visitacion

    Technology leaders must sustainably innovate customer-focused processes to beat the competition. Customer-focused, automated design and development processes enable teams to deliver high-impact...

  • For CIO Professionals

    Report

    Report Put Customers At The Center Of Tech Processes

    Intermediate Level: Process Practices For IT Transformation
    February 14, 2018 | Margo Visitacion

    Technology leaders at the intermediate level must advance IT with customer-focused processes that maximize value delivered. Once established practices are in place, it's time to focus on putting...

  • For CIO Professionals

    Report

    Report How To Turn Process From A Hindrance To A Help

    Beginner Level: Process Practices For IT Transformation
    February 14, 2018 | Christopher Condo, Margo Visitacion

    Technology leaders must establish customer-focused processes that maximize value delivered. Standing in their way are outdated organizational models, disconnected technology platforms, and legacy...

  • For Infrastructure & Operations Professionals

    Report

    Report Develop Cloud Metrics Using The Balanced Scorecard

    Performance Management: The Cloud Computing Playbook
    February 14, 2018 | Lauren E. Nelson, Sophia I. Vargas

    Crafting and measuring the right metrics for your cloud strategy is essential for success. But measuring cloud computing in business terms is probably unnatural for your technology team. Leading...

  • For Customer Experience Professionals

    Report

    Report The UK Traditional Retailers Customer Experience Index, 2017

    How UK Traditional Retailer Brands Earn Loyalty With The Quality Of Their Experience
    February 14, 2018 | Michelle Beeson

    How well do leading traditional retailers (stores and digital) earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 16 traditional retail...

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