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  • Report Drive Employee Productivity With Rugged Mobile Moments

    Ensure That Your Device Strategy Meets The Rugged Requirements Of Employees In Less-Than-Ideal Conditions
    August 10, 2017 | J. P. Gownder, Andrew Hewitt

    Delivering on a strategy to improve your business' customer experience or supplying an employee with key data might hinge on greater resilience than your average iPhone provides. The only way to...

  • Report The B2B Marketer's Guide To Benchmarking Customer Obsession Maturity

    Use Your Benchmark Results To Lay Out Your Road Map To Becoming Customer-Obsessed
    August 10, 2017 | Laura Ramos

    Becoming customer-obsessed is a competitive advantage to companies that pursue this strategy. It is also a disruptive — but transformative — process that not all firms will start from the same...

  • Report The State Of Empowered Customers And Technology: Benchmark 2017, US

    North American Consumer Technographics®
    August 10, 2017 | Reineke Reitsma

    For the first time, we present an annual report that shows the impact of technology on US empowered customers' attitudes, behaviors, and expectations, based on the Forrester Data Consumer...

  • Webinar From SIAM To SIAM-Plus: How To Succeed In A Multisourced World

    August 10, 2017 | Bill Martorelli, Robert Stroud

    Service integration and management (SIAM) emerged from its roots in the ITIL community as an adjunct to large-scale infrastructure outsourcing. While SIAM is an adequate approach to integration for...

  • Report Metrics That Matter In Account-Based Marketing

    Use Comparative Metrics Across The Six Stages Of The Customer Life Cycle To Reveal The Value Of ABM
    August 9, 2017 | Allison Snow

    B2B marketers believe that account-based marketing (ABM) can boost marketing performance but need to demonstrate its impact. ABM is relevant across the customer life cycle, not just new account...

  • Report Marketing Teams Today: Not Deft

    Mindsets, Structures, And Skills Aren't Yet Customer Obsessed
    August 9, 2017 | Shar VanBoskirk, Drew Green

    Today's marketing organizations aren't yet designed to flex to the changing attitudes and behaviors of empowered customers. Marketing mindsets, structures, and skills still align with legacy...

  • Report Mobile: The First 100 Days

    Best Practices Harvested From Industry Leaders To Begin Your Customer Experience Transformation Journey
    August 9, 2017 | Julie A. Ask, Jeffrey S. Hammond

    Just because Fortune 500 companies were not born mobile does not mean they cannot evolve their delivery operations to build the next generation of mobile or digital experiences. Doing so demands a...

  • Report Born Mobile

    Best Practices Learned From Mobile-First Companies
    August 9, 2017 | Julie A. Ask

    Most digital business professionals are not prepared to deliver the next generation of digital experiences that consumers expect. They lack Agile operations, including the talent, technology,...

  • Blog Road Trippin’

    August 9, 2017 | Collin Colburn

    I took a trip this past weekend and realized that part of my travel was a good reminder of how to think of the overall customer journey. So I thought I’d take the time to tell you all one...

  • Report Understand Emotion To Drive Technology Engagement

    A Technographics® 360 Report Using Survey, Qualitative, And Social Listening Data
    August 9, 2017 | Anjali Lai, Juan Salazar

    Empowered customers have kicked the innovation race into a new gear. But to design technology products and experiences that consumers will adopt, customer insights professionals must look beyond...

  • Report Forrester Data: Online Retail Forecast, 2017 To 2022 (Western Europe)

    ForecastView Document
    August 9, 2017 | Michael O'Grady

    Online retail sales will grow at an average of 11.3% per year over the next five years in Western Europe. Italy and Spain will see the fastest online sales growth. By 2022, 20% of non-grocery...

  • Blog Back To the Future: The Benefits Of TV Advertising

    August 9, 2017 | Jim Nail

    Marketers are having a Back to the Future moment: AdWeek, MarketWatch, MarketingProfs, and others have sung the praises of television. And in January, the CMO of Coca-Cola presented analytic proof...

  • Blog Top H1 2017 B2B Marketing Blogs — Opening A Window Into Your World

    August 9, 2017 | Caroline Robertson

    It’s not quite the dog days of summer, so more often than not, I can keep my windows at home open. And at Forrester, the B2B marketing team is heads down, finalizing a lineup of amazing speakers...

  • Blog European Tech Market Will Continue To Grow Slowly At Around 2% in Euros

    August 9, 2017 | Andrew Bartels

    Forrester’s European tech market forecast for 2017 and 2018 has just been published (see “European Tech Market Outlook For 2017 To 2018”). We project that growth in purchases of technology...

  • Webinar How To Construct A CX Business Case And Overcome Common Challenges

    August 9, 2017 | Harley Manning, Dylan Czarnecki, Kathleen Byrne

    We know that customer experience (CX) drives loyalty, and loyalty drives revenue, but how does that translate to a business case? We'll walk you through the mechanics of projecting benefits from CX...

  • Report Trends 2017: North American Digital Insurance

    Lead Your Company's Journey To Mastering Digital Business
    August 8, 2017 | Ellen Carney

    Your customers are changing the rules. Your agents are launching the same digital tools as yours to hold onto their customers. New competitors like Lemonade are shrinking legacy business processes...

  • Report Atlassian Innovates Crisis Response With ChatOps

    An Automation And Human Collaboration Success Story
    August 8, 2017 | Dave Bartoletti, Elinor Klavens

    Technology outages are a fact of life, and no company can prevent them completely. Although most companies plan for failure, they typically focus on fast technology recovery only. Customer-obsessed...

  • Report Organize And Staff I&O Pros For Successful DevOps Practices

    Organization: The Continuous Deployment Playbook
    August 8, 2017 | Robert Stroud, Elinor Klavens

    Digital businesses are creating disruption in the marketplace, forcing other enterprises to follow in their paths. These digital businesses favor integrated product teams that focus on developing...

  • Report How To Work With Digital Influencers

    Evaluate Influencers' Strengths And Weaknesses To Unleash Them In Valuable Ways
    August 8, 2017 | Ryan Skinner

    Digital influencers have become a hot ticket; most marketers tell Forrester they've commissioned influencers to create content for their brand. But, to put it mildly, results vary. For every...

  • Report The Right Way To Establish A Digital Platform Business

    Lessons From GE's Journey To Establish An Industrial IoT Platform As An Extension Of Its Own Digital Transformation
    August 8, 2017 | Nigel Fenwick, Frank E. Gillett

    Much has been said about Jeff Immelt's pending departure from his position as GE's CEO. But a big part of Immelt's legacy pertains to GE's digital transformation, which began when he described his...

  • Blog Move Big Data To The Public Cloud With An Insight PaaS

    August 8, 2017 | Brian Hopkins

    In five years you’ll be using Insight PaaS for big data in the public cloud. On-premise won’t be an option. Here is why. Cloud Is The Hottest Market For Big Data Technology The shift to...

  • Webinar How To Use Video To Support Customer Service And Experience

    August 8, 2017 | Nick Barber

    If you're not using current visual engagement technologies, you're missing an opportunity to drive revenue, decrease dispute resolution time, and increase customer satisfaction. The growing visual...

  • Blog The Battle For Talent

    August 7, 2017 | Victor Milligan

    In last week’s episode of Forrester’s What It Means podcast, Marc Cecere and Jeffrey Hammond discuss today’s real and potentially dangerous gaps in talent — and how companies are making fundamental...

  • Report Vendor Landscape: Application Security Testing

    Choose The Right SAST, DAST, MAST, And IAST For Your Firm's Developers
    August 7, 2017 | Amy DeMartine

    Application releases are getting faster, especially as developers make use of DevOps methodologies to automate releases. Security pros can support and even drive these changes using continuous...

  • Report Case Study: Dynatrace's Journey Toward Delivering Business Transformation

    A Software Vendor's Evolution From Waterfall To DevOps To NoOps
    August 7, 2017 | Robert Stroud, Elinor Klavens

    Software vendors face pressure to transform the way they deliver their solutions to customers; they must provide competitive advantage and differentiation to keep increasing revenue. This requires...

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