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Technology fuels customer loyalty.

CIOs are stuck trying to serve dynamic, demanding customers while burdened with legacy IT structures. The solution: a customer-obsessed operating model.

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  • 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 Standing in their way are outdated organizational models, disconnected technology platforms, and legacy...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 CIO Professionals

    Report

    Report Use Technology To Drive Business Value

    The Executive Overview For The IT Transformation Playbook

    CIOs and CTOs have a mandate to improve the technology foundations and innovations required to win, serve, and retain customers — what Forrester calls business technology (BT). For most, it will...

  • For CIO Professionals

    Report

    Report Harness Emerging Technologies To Unlock New Value From Tech Platforms

    Advanced Level: Technology Practices For IT Transformation

    Advanced tech leaders treat technology as a business asset, the underpinning of new business models. They put technology at the core of their innovation process and harness emerging technology to...

  • For CIO Professionals

    Report

    Report Reset Your Technology Foundation For Customer Engagement

    Beginner Level: Technology Practices For IT Transformation

    Companies establishing their technology priorities for the age of the customer face an uphill battle against legacy systems and outdated technologies. This report outlines the technologies that...

  • For CIO Professionals

    Report

    Report Great Companies Center Their Tech Strategy On Customers

    Don't Ignore The Basics, But Keep Boldly Adapting Your Strategy To Meet One Goal — Serving Customers
    January 30, 2018 | Dave Bartoletti, Bobby Cameron

    Technology leaders need to rethink strategic planning in the age of the customer. Technology strategies are too often just collections of loosely related project plans and too focused on tech...

  • For Security & Risk Professionals

    Report

    Report The Zero Trust eXtended (ZTX) Ecosystem

    Extending Zero Trust Security Across Your Digital Business
    January 19, 2018 | Chase Cunningham

    Security pros are still scrambling for new and effective ways to protect their networks and combat the impacts of hacking and exploitation. With Forrester's Zero Trust Model of information...

  • For Infrastructure & Operations Professionals

    Report

    Report Master Automation And Software To Transform Your Infrastructure

    Executive Overview: The Infrastructure Transformation Playbook
    January 4, 2018 | Glenn O'Donnell

    Customer-obsessed technology places the broader charter of service design on the infrastructure and operations (I&O) team. I&O leaders must own the design for the full system of interacting parts...

  • For Infrastructure & Operations Professionals

    Report

    Report Cloud Services Accelerate Your Pursuit Of Customer Obsession

    Executive Overview: The Cloud Computing Playbook
    January 2, 2018 | Glenn O'Donnell

    Confusing cloud definitions and erroneously identified "cloud" solutions impede cloud becoming a staple in your customer-centric technology portfolio. Forrester offers its cloud computing playbook...

  • For Application Development & Delivery Professionals

    Report

    Report A Developer's Guide To Forrester's Strategies For Integration And Digital Business Platforms

    Take A Guided Tour Of Forrester's Research On All Aspects Of Integration
    December 27, 2017 | Randy Heffner

    A transformation to digital business drives significant investment in new customer channels, new technologies, and new ecosystems, making integration more critical than ever. But it's wrong for...

  • For Infrastructure & Operations Professionals

    Report

    Report Predictions 2018: Cloud Computing Accelerates Enterprise Transformation Everywhere

    New Private Cloud Options And Even More Public Cloud And SaaS Innovations Will Power Enterprise Transformation In 2018

    After a decade of powering digital transformation in small and medium-size businesses, cloud computing has quickly become a must-have enterprise technology. Cloud's impact has been global, yet...

  • For Application Development & Delivery Professionals

    Report

    Report New Engagement Models Emerge For Custom Software Outsourcing

    Explore Your Options When It Comes To Outsourcing Custom Software Development
    November 2, 2017 | Christopher Condo

    Application development and delivery (AD&D) leaders looking to service providers for custom software development to help accelerate their digital transformation have new options for how they...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester New Wave™: Low-Code Platforms For Business Developers, Q4 2017

    The 13 Providers That Matter Most And How They Stack Up
    October 23, 2017 | John R. Rymer

    In Forrester's evaluation of the emerging market for low-code platforms for business developers (BDs), we identified the 13 most important providers in the category — Caspio, FileMaker, FlowForma,...

  • For Infrastructure & Operations Professionals

    Report

    Report Top 10 Decision Factors That Must Influence Your Cloud Strategy

    Create A Cloud Strategy Based On Your Circumstances — Not On The Easy Momentum Wins
    October 17, 2017 | Lauren E. Nelson

    Building a cloud strategy is not for the novice. When fresh, powerful strategies make headlines and keynote influential conferences, the hype can be alluring. I&O professionals must look to these...

  • For Application Development & Delivery Professionals

    Report

    Report Microservices And External APIs Underpin Digital Business

    Firms With Digital Business Priorities Invest In Architecture For Agility
    October 17, 2017 | Randy Heffner

    Digital transformation, APIs, and microservices all make headlines these days, and our data shows the relationship between them: Enterprises with top priorities like changing their business models...

  • For B2B Marketing Professionals

    Report

    Report Death Of The Traditional IT Channel

    Address New Hyperspecialized Shadow Channels To Succeed In The Age Of The Customer
    October 5, 2017 | Jay McBain

    Shifts in technology buying trends favoring line-of-business (LOB) leaders are significantly altering the traditional IT and telecommunications channel. With business buyers leading or influencing...

  • For Application Development & Delivery Professionals

    Report

    Report Case Study: Cisco Redefines Its Approach To Process To Drive Digital Transformation

    August 15, 2017 | Rob Koplowitz

    Companies' primary goal for process automation used to be cost reduction. That goal has shifted to driving digital transformation, creating two challenges for application development and delivery...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Win The Hearts Of Customers With Digital Money Management

    Traditional Banks In China Must Seize New Opportunities To Stave Off Digital Disruption
    July 14, 2017 | Eryan Zhou

    Digital money management in China is still in its early stages, but it will continue to develop as financial disruptors win customers and traditional banks slowly join the game. This report helps...

  • For CIO Professionals

    Report

    Report Maximize Business Value With Fast, Connected Technology

    The Vision Report In The IT Transformation Playbook

    The age of the customer is shifting into high gear. Compelling experiences, delivered digitally, separate winners from laggards in this new era. This brings new prominence to technology's role, but...