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  • David K. Johnson

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  • For Infrastructure & Operations Professionals

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    Report Improve Skills And Staffing For A Better Employee Experience

    Organization: The Workforce Enablement Playbook
    August 2, 2017 | David K. Johnson, Michele Pelino

    Enterprises have a growing awareness of how technology affects employee productivity, turnover, customer experience (CX), and financial performance. To lead, infrastructure and operations (I&O)...

  • For Infrastructure & Operations Professionals

    Report

    Report Vendor Landscape: Enterprise Mobility Management (EMM) Solutions, 2017

    The First Wave Of EMM Has Matured But Stands On The Verge Of Evolution
    July 28, 2017 | Andrew Hewitt, David K. Johnson

    While infrastructure and operations (I&O) pros have historically employed enterprise mobility management (EMM) solutions to address mobile device management and security, these solutions are...

  • For Infrastructure & Operations Professionals

    Report

    Report Build A Comprehensive Business Case For Technology Purchasing

    Business Case: The Workforce Enablement Playbook

    To help their businesses drive revenue growth, I&O leaders must focus investments on initiatives that help win, serve, and retain customers — not just cutting costs. This means that I&O pros are...

  • For Infrastructure & Operations Professionals

    Report

    Report Assess Your Workforce Maturity To Deliver A Better Employee Experience

    Assessment: The Workforce Enablement Playbook
    April 18, 2017 | David K. Johnson

    Infrastructure and operations (I&O) leaders often seek ways to improve their services and mature their organizations, but they may be relying on traditional technology and process-centric...

  • For Infrastructure & Operations Professionals

    Report

    Report Use Employee Journey Mapping To Improve Your Company's Performance

    Experience: The Workforce Enablement Playbook
    April 18, 2017 | David K. Johnson

    The employees in your organization strive daily to create value for customers, yet they must often overcome the drag of inefficient processes, policies, and tools. Employee journey mapping is a...

  • For Infrastructure & Operations Professionals

    Report

    Report Build Digital Workspace Delivery Systems To Give Employees The Right Tools For Their Jobs

    Tools And Technology: The Workforce Enablement Playbook
    March 6, 2017 | David K. Johnson

    Employees in your company who engage with customers must become more agile, responsive, and informed. The corporate personal computing environment is now a mix of legacy technology that isn't well...

  • For Infrastructure & Operations Professionals

    Report

    Report Build Your Workforce Enablement Strategic Plan

    Strategic Plan: The Workforce Enablement Playbook
    February 13, 2017 | David K. Johnson

    Few areas of technology are as fundamental to customer interaction and business execution as the devices and software that employees use. But chances are, your firm and executive colleagues view...

  • For Infrastructure & Operations Professionals

    Report

    Report Quantifying Your Company's Workforce: Customers Only Benefit When Employees Do, Too

    Performance Management: The Workforce Enablement Playbook
    February 13, 2017 | David K. Johnson, J. P. Gownder

    A new class of technologies is making it easier for organizations to collect data on their employees' productivity. At the same time, employees are equipping themselves with wearables and apps to...

  • For Infrastructure & Operations Professionals

    Report

    Report Use Customer Experience Insights To Unshackle Employee Potential

    Continuous Improvement: The Workforce Enablement Playbook
    January 5, 2017 | David K. Johnson, Samuel Stern

    The companies in Forrester's Customer Experience Index (CX Index™) with high ratings are better than others are at creating effective, easy interactions that customers feel good about afterward....

  • For Infrastructure & Operations Professionals

    Report

    Report Ten Trends That Will Reshape Workforce Productivity In 2017

    Predictions: The Workforce Enablement Playbook
    December 15, 2016 | J. P. Gownder, David K. Johnson

    Infrastructure and operations (I&O) leaders responsible for workforce technology play a critical role in their companies' success in the age of the customer. To delight customers, your company's...

  • For Infrastructure & Operations Professionals

    Report

    Report Build A Fitter ITSM Practice

    Processes: The Workforce Enablement Playbook
    November 3, 2016 | David K. Johnson, Elinor Klavens

    Organizations everywhere have begun digital business transformations to stimulate long-term growth. But many are ignoring their most precious assets — the people who sustain and improve the...

  • For Infrastructure & Operations Professionals

    Report

    Report Assess Your Impact On Employee Performance And Flow

    Use Our Survey To Analyze What's Affecting Employee Performance And Invest Where It Matters Most
    October 19, 2016 | David K. Johnson

    Chances are that your organization measures technology management's success with KPIs that are relatively easy to measure. But are they the key factors to boosting your company's top-line growth?...

  • For Infrastructure & Operations Professionals

    Report

    Report The Future Of Digital Workspaces Is Cloud

    I&O Pros With On-Premises Digital Workspace Solutions Look To The Cloud
    August 31, 2016 | David K. Johnson

    Employee technology plays a key role in a customer-obsessed organization. Seeking to arm employees with the technology they need to drive business growth, enterprises have invested in digital...

  • For Infrastructure & Operations Professionals

    Report

    Report Top Eight Technology Trends That I&O Pros Should Watch: 2016

    Tools & Technologies: The I&O Transformation Playbook
    August 11, 2016 | Eveline Oehrlich, Dave Bartoletti

    Our infrastructure and operations (I&O) clients' two most common questions are, "What innovations are on the horizon that could transform I&O?" and "Are there any new offerings, suppliers, or...

  • For CMO Professionals

    Report

    Report Five Secrets Of Customer-Obsessed Cultures

    How Customer-Obsessed Companies Bring Their Values To Life
    June 6, 2016 | David K. Johnson, Samuel Stern

    For most companies, customer focus is just talk. What separates customer experience (CX) leaders from laggards is not their stated commitment to customers. It's instead their follow-through on that...

  • For CIO Professionals

    Report

    Report Five Secrets Of Customer-Obsessed Cultures

    How Customer-Obsessed Companies Bring Their Values To Life
    June 6, 2016 | Samuel Stern, David K. Johnson

    For most companies, customer focus is just talk. What separates customer experience (CX) leaders from laggards is not their stated commitment to customers. It's instead their follow-through on that...

  • For Infrastructure & Operations Professionals

    Report

    Report Brief: Unified Device Management Isn't Here Yet

    EMM Tools Can't Do It All, So For Now, You Still Need PC Management Tools
    May 16, 2016 | Christian Kane, David K. Johnson

    Many workers use PCs as their primary devices, but mobile devices are becoming just as critical to them as mobile gains more capabilities and access to corporate data. This means that employees...

  • For Infrastructure & Operations Professionals

    Report

    Report Elevate Human Performance With Workforce Enablement

    Executive Overview: The Workforce Enablement Playbook
    May 2, 2016 | David K. Johnson

    What's missing from most workforce technology strategies is an understanding of what makes people truly engaged and productive employees and how this relates to customer experience and financial...

  • For Infrastructure & Operations Professionals

    Report

    Report Workforce Enablement Defined: Elevate Productivity And Engagement

    Vision: The Workforce Enablement Playbook
    April 14, 2016 | David K. Johnson

    Psychological and neurological research offer critical insights into where high performance and creativity come from, how they make an impact on customer experience and profit, and how...

  • For Infrastructure & Operations Professionals

    Report

    Report Forrester's Workforce Enablement Assessment Framework

    February 16, 2016 | David K. Johnson

    Forrester's workforce enablement assessment framework consists of four workforce enablement (WE) domains (oversight, technology, process, and people) and 48 WE functions. This abbreviated version...

  • For Infrastructure & Operations Professionals

    Report

    Report Predictions 2016: Seven Gains In Workforce Tech

    November 16, 2015 | David K. Johnson, J. P. Gownder

    Infrastructure and operations (I&O) leaders responsible for workforce technology play a critical role in their company's success in the age of the customer because to delight customers, your...

  • For Infrastructure & Operations Professionals

    Report

    Report Brief: VMworld 2015 Reveals A Disruptor In Transition

    VMware Woos Cloud-Native Developers In Its Quest To Overcome Its Innovator's Dilemma
    October 1, 2015 | Lauren E. Nelson, Dave Bartoletti

    VMware recently revealed the direction that it's heading at its annual VMworld conference. In 2013, VMware announced its pursuit of three complementary product strategies for the BT agenda: 1)...

  • For Infrastructure & Operations Professionals

    Report

    Report The Forrester Wave™: Server-Hosted Virtual Desktops (VDI), Q3 2015

    The Seven Providers That Matter Most And How They Stack Up
    September 18, 2015 | David K. Johnson

    In Forrester's 26-criteria evaluation of server-hosted virtual desktop vendors, we identified the seven most significant software providers — Citrix, Dell, Listeq, Microsoft, Nimboxx, Oracle,...

  • For Infrastructure & Operations Professionals

    Report

    Report Five Ways To Ensure That Your Digital Workspace Initiative Doesn't Fail

    Give User Experience And Cost Savings Equal Priority
    July 23, 2015 | David K. Johnson

    Infrastructure and operations (I&O) leaders deploy digital workspace technologies to lower their costs and improve security. But while savings and security matter, virtualization contributes...

  • For Infrastructure & Operations Professionals

    Report

    Report Accelerate Product Design With Digital Workspaces For 3D Visualization

    Recent Innovations In Graphics Hardware And Digital Workspace Technologies Improve Coordination Across Distributed Design Teams
    June 4, 2015 | David K. Johnson

    There are few things more fundamental to the competitiveness of your business than the way engineers design and develop products. 3D product design, visualization, and life-cycle management...

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