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  • 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...

  • Report Track Digital Banking Success With Customer-Centric Metrics

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

    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...

  • 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...

  • Report Data Is Business; Are You Prepared?

    Benchmarks: The Data Management Playbook
    February 14, 2018 | Michele Goetz

    The great awakening that data is business is clear to enterprise architects. The next step is to set the right priorities and agenda to shore up your data management capabilities to support systems...

  • Report Use Four Key Categories To Measure What Matters In Continuous Deployment

    Performance Management: The Continuous Deployment Playbook
    February 9, 2018 | Eveline Oehrlich, Robert Stroud

    Many infrastructure & operations (I&O) leaders and their teams struggle with development and operations (DevOps) measurement. Use this report to: 1) pinpoint the factors that are holding you back...

  • Report Marketers Must Focus On The KPIs That Count

    Performance Management: The Omnichannel Advertising Playbook
    February 9, 2018 | Susan Bidel

    For more than 20 years, B2C marketers have used key performance indicators (KPIs) derived from the practices and needs of direct marketers. But consumer content consumption practices have changed,...

  • Report Set The Right Metrics To Shape Your Culture

    The State Of Digital Business 2018: Metrics And Culture
    February 8, 2018 | Nigel Fenwick

    Culture remains the No. 1 barrier to successful digital transformation. Evolving your company culture requires an overhaul of employee metrics, especially in teams that marketing works alongside....

  • Report Digital Business 2018: Benchmark Your Digital Journey

    Benchmarks: The Digital Business Playbook
    February 7, 2018 | Nigel Fenwick

    As businesses look for new ways to create value for customers through digital experiences, it's clear that some firms are more advanced than others. This report analyzes the characteristics that...

  • Report Develop Infrastructure Metrics Using The Balanced Scorecard

    Performance Management: The Infrastructure Transformation Playbook
    February 5, 2018 | Richard Fichera, Sophia I. Vargas

    This report outlines Forrester's solution for developing effective objectives and metrics to align your infrastructure practice with evolving business demands. A systematic approach to metrics...

  • Report Eight Steps To Optimize Strategic Portfolio Management

    Strategic Plan: The Strategic Portfolio Management Playbook
    February 1, 2018 | Margo Visitacion

    Enterprise architecture (EA) and portfolio management professionals must leverage strategic portfolio management to guide the right investment decisions while enabling Agile delivery of products...

  • Report 2017 Indian Bank Digital Sales Functionality Benchmark

    ICICI Bank Leads The Pack, Just Ahead Of Axis Bank
    January 30, 2018 | Ashutosh Sharma, Arnav Gupta

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of five large retail banks in India. ICICI Bank leads the pack with a score of 55 out of 100, just...

  • Report Millennials Drive The Sharing Economy

    North American Consumer Technographics®
    January 29, 2018 | Jonathan Winkle

    The sharing economy — peer-to-peer platforms that provide access to shared goods and services — is firmly established and poised to grow to an estimated $335 billion in the US by 2025. Millennials...

  • Report Track Digital Insurance Success With Customer-Centric Metrics

    Performance Management: The Digital Insurance Strategy Playbook
    January 26, 2018 | Zhi-Ying Barry

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

  • Report Establish Ongoing Processes To Assess Your Business Intelligence Maturity

    Assessment: The Business Intelligence Playbook
    January 19, 2018 | Boris Evelson, Martha Bennett

    Forrester's business intelligence (BI) maturity self-assessment model helps application development and delivery (AD&D) professionals assess the maturity of their current BI environments. It also...

  • Report Measuring Mobile Apps

    Continuous Improvement: The Mobile App Development Playbook
    January 17, 2018 | Jeffrey S. Hammond, Michael Facemire

    Mobile users drive development teams to deliver new features and capabilities. Mobile performance management tools provide an essential feedback loop to guide the content of these updates. The...

  • Report The US Healthcare Security Benchmark 2017 To 2018

    Healthcare Providers Must Improve Security For Digital Transformation
    January 17, 2018 | Salvatore Schiano, Chris Sherman

    IT security budgets at US healthcare organizations have lagged behind other industries. In a highly regulated industry, budget constraints have made compliance challenging and impeded security...

  • Report Effective Enterprise Collaboration Grows Your Bottom Line

    Business Case: The Enterprise Collaboration Playbook
    January 16, 2018 | TJ Keitt, Liz Witherspoon

    Business leaders often turn to application development and delivery (AD&D) pros for tools to make the business more collaborative. And AD&D pros oblige, deploying a portfolio of collaboration...

  • Report Apply Maslow's Hierarchy And Deming's PDCA Cycle For Continuous Infrastructure Improvement

    Continuous Improvement: The Infrastructure Transformation Playbook
    January 12, 2018 | Naveen Chhabra

    Infrastructure and operations (I&O) teams have a broader charter in the age of the customer. I&O pros must optimize their infrastructure people, processes, and technology in pursuit of customer...

  • Report Marketers: Stop Using Vanity Metrics To Value Your Marketing

    Performance Management: The Marketing Measurement And Insights Playbook
    January 11, 2018 | Tina Moffett

    B2C marketers have a glut of metrics to help them determine marketing effectiveness. But more metrics don't necessarily mean better insights. Marketers must let go of vanity-based metrics — such as...

  • Report Evaluate Your Capacity For Customer-Obsessed Marketing

    Assessment: The B2B Marketing Playbook
    January 4, 2018 | Laura Ramos, Caroline Robertson

    B2B marketers know that the journey to become customer obsessed will fundamentally reset current routines and day-to-day operations. This report includes a self-evaluation tool that helps you...

  • Report The Marketing Measurement Action Gap

    December 21, 2017 | Jim Nail

    Marketing measurement has long been a challenging discipline. But an elite segment of B2C marketers has embraced marketing measurement and optimization technologies to dramatically improve their...

  • Report The State Of Mobile Advertising: Context And Measurement Wanted

    Outdated Measurement Tools And KPIs Leave Advertisers In The Dark
    December 19, 2017 | Samantha Merlivat

    Forrester partnered with the Mobile Marketing Association (MMA) to survey global marketers on their mobile advertising practice. Mobile has taken a more prominent role in brands' advertising...

  • Report 2017 Canadian Credit Card Digital Sales Functionality Benchmark

    BMO And Scotiabank Lead The Pack In This Year's Review Of Credit Card Sales
    December 18, 2017 | Alyson Clarke, August Du Pont

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the five largest credit card issuers in Canada across 42 individual criteria. Bank of Montreal (BMO)...

  • Report 2017 European Online Banking Functionality Benchmark

    BBVA Earns The Highest Overall Score
    December 13, 2017 | Aurelie L'Hostis

    Tens of millions of Europeans use their banks' secure websites to conduct both routine and infrequent banking tasks. Digital banking strategy executives need to deliver online banking services that...

  • Report The State Of Risk Management 2017

    December 5, 2017 | Christopher McClean

    Executives must take big bets on new technologies, business models, and emerging markets to stay ahead of the fast pace of competition. With so much at stake and so many public examples of...

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