23 results in Reports
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  • Strategy Planning & Governance
  • Drive revenue with great customer experience

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  • For Application Development & Delivery Professionals

    Report

    Report Assess Your Digital Experience Delivery Maturity

    Assessment: The Digital Experience Delivery Playbook
    October 26, 2017 | Danielle Jessee, Mark Grannan

    How should application development and delivery (AD&D) pros assess their maturity in delivering digital customer experience initiatives? This report asks questions such as: Do you have the right...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Your Strategic Plan Is The Lynchpin For Omnichannel Success

    Strategic Plan: The Omnichannel Commerce Playbook
    February 22, 2017 | Brendan Witcher, Claudia Tajima

    Organizations today must have a comprehensive strategic plan that aligns their internal teams with a single vision for omnichannel excellence. However, because omnichannel commerce continues to...

  • For Customer Experience Professionals

    Report

    Report The CX Transformation Imperative

    Strategic Plan: The Customer Experience Ecosystem Playbook
    September 14, 2016 | Harley Manning

    A handful of famous brands have thrived despite their dreadful customer experience (CX). But now a confluence of digital disruption, consumer hyperadoption, and rising customer expectations...

  • For Customer Experience Professionals

    Report

    Report Executive Q&A: Top 10 Customer Experience Strategy Questions Answered

    September 2, 2016 | Deanna Laufer

    Most firms aspire to be the customer experience (CX) leader in their industry or even a leader across all industries. To achieve this weighty goal, they'll need (among other things) a shared...

  • For Customer Experience Professionals

    Report

    Report Brief: Should All Customer Experiences Be Awesome?

    Customer Experiences Don't Need To Be Incredible All Of The Time; Invest Wisely
    August 8, 2016 | Amit Bhatia

    As digital experiences become commonplace, customers have elevated expectations of customer experience (CX) across industries. To meet and exceed such expectations, companies aspire to become the...

  • For Customer Experience Professionals

    Report

    Report Brief: Why You Must Sharpen Your CX Vision

    August 1, 2016 | Deanna Laufer

    In 2016, Forrester updated its customer experience (CX) management maturity model for CX professionals, removing strategy from its set of competencies. But having a clear CX vision — an...

  • For Customer Experience Professionals

    Report

    Report CX Governance That Enables Great Experience Delivery

    Coordinate Executive Decision Making, Define CX Processes, And Standardize Elements Of The Experience
    June 21, 2016 | Samuel Stern, Andrew Hogan

    Good CX governance facilitates the creation of great experiences. To get it right, CX pros must consider three levels of CX governance. At the top, executive-level CX steering committees make key...

  • For Customer Experience Professionals

    Report

    Report Customer Experience Strategy Best Practices

    December 9, 2015 | Deanna Laufer

    Customer experience (CX) strategies that lack critical details lead to inconsistent execution and wasted effort. To improve, firms need a strategy that clearly 1) defines the intended experience;...

  • For Customer Experience Professionals

    Report

    Report Predictions 2016: The Spotlight On CX Helps And Hurts

    November 11, 2015 | Deanna Laufer, Rick Parrish

    Customer experience (CX) has become the top priority for business and technology leaders for good reason — few things drive customers' loyalty more than CX. With competition intensifying and...

  • For CIO Professionals

    Report

    Report Brief: Accelerate The CIO's BT Agenda With Five New Capabilities

    August 21, 2015 | Bobby Cameron

    Your tech management organization will undergo significant change as it retools to improve business collaboration and accelerate digital responses to customer and competitor actions. Accelerating...

  • For Customer Experience Professionals

    Report

    Report Brief: Ten Tactics To Get CX Funding Now

    August 20, 2015 | Deanna Laufer

    Good news for customer experience (CX) professionals: More than two-thirds of business and technology leaders say that improving CX is a top priority in 2015. So why are so many CX projects still...

  • For Customer Experience Professionals

    Report

    Report The Revenue Impact Of Customer Experience, 2015

    Many customer experience (CX) pros find it hard to draw a clear connection between improving customer experience and increasing their firm's revenue. That's why Forrester developed...

  • For Customer Experience Professionals

    Report

    Report How B2B Companies Make The Case For Customer Experience

    Build A Burning Platform To Spark Action
    June 24, 2015 | Deanna Laufer, Maxie Schmidt-Subramanian

    Customer experience (CX) professionals at business-to-business (B2B) companies face B2B-specific challenges that make it hard to justify investing in CX. Obstacles range from a lack of sufficient...

  • For Customer Experience Professionals

    Report

    Report Brief: McKinsey Enters The Design Race With The Acquisition Of Lunar

    May 21, 2015 | Leah Buley, Allegra Burnette, Tony Costa

    On May 14, 2015, design firm Lunar Engineering announced that management consulting firm McKinsey will acquire it for an undisclosed sum. McKinsey joins a growing list of diverse firms such as...

  • For Customer Experience Professionals

    Report

    Report How To Measure The Customer Impact Of CX Projects — And Get Them Funded

    A Four-Step Process To Better Govern CX Improvement Projects
    May 13, 2015 | Samuel Stern

    A rigorous governance process to determine the customer impact of all customer experience (CX) projects and initiatives helps CX professionals win funding and deliver on the promised improvements...

  • For Customer Experience Professionals

    Report

    Report Adopt The Right Governance Model For Your Journey Mapping Efforts

    Master the art of journey mapping and you have a powerful customer experience (CX) change management tool. Part of the art is following a well-defined journey mapping process, and part is adopting...

  • For CIO Professionals

    Report

    Report Case Study: Agile Budgeting And Methodology Expand Beyond BT And Deliver

    Blue Cross Blue Shield Of Nebraska Transforms Technology And Corporate Planning And Delivery
    April 28, 2015 | Chip Gliedman

    Blue Cross Blue Shield of Nebraska (BCBSNE), a 75-year-old health insurance company serving 700,000 people, ran a traditional IT organization with traditional IT governance and processes. However,...

  • For Security & Risk Professionals

    Report

    Report RSAC Innovation Sandbox Finalists Spur Ingenuity In Security

    CISOs Should Look To Finalists For Future Direction And Investment
    April 20, 2015 | Jennie Duong, Tyler Shields, Rick Holland

    The 2015 RSA Conference (RSAC) Innovation Sandbox marks the 10-year anniversary of its conception in North America. This contest has encouraged startups to demonstrate and share their security...

  • For CMO Professionals

    Report

    Report Revamp Strategic Planning From The Outside In

    Three Keys To Driving Customer-Obsessed Business Strategy
    April 13, 2015 | Sheryl Pattek, Nigel Fenwick

    Fail to help your firm adapt to increasingly powerful customers, and you risk more than near-term disruption — you risk your company's long-term viability. Today's strategic planning must change to...

  • For Infrastructure & Operations Professionals

    Report

    Report Brief: HP's Acquisition Of Aruba Networks Reignites Its War With Cisco

    Networking Is The Path To HP's Growth If The Company Doesn't Repeat Past Mistakes
    March 25, 2015 | Andre Kindness

    In 2009, Mark Hurd, a former CEO of HP, responded to Cisco CEO John Chambers' release of Cisco's UCS line with the acquisition of 3Com. While many expected an all-out war, the few early battles...

  • For CIO Professionals

    Report

    Report Brief: Making Sense Of The Digital Services Tsunami

    CIOs Must Navigate A Landscape Of Digital Relabeling
    January 29, 2015 | Frederic Giron, Liz Herbert, John McCarthy

    At recent customer and analyst events, traditional consulting and systems integration providers — including Accenture, Capgemini, Cognizant, Deloitte Digital, Fujitsu, Infosys, NIIT Technologies,...

  • For Customer Experience Professionals

    Report

    Report Brief: Capital One Gets It Right With Adaptive Path Acquisition

    November 21, 2014 | Leah Buley

    Firms that aspire to become customer experience (CX) leaders should pay close attention to the unfolding CX case study at Capital One. Following a busy two years of innovation efforts, Capital One...

  • For Infrastructure & Operations Professionals

    Report

    Report Understand The Cloud Service Provider Market Landscape

    May 19, 2014 | James Staten

    With cloud computing services now formal members of the technology management portfolio, the challenge shifts from understanding cloud to selecting the right partners. Most hosting companies,...