Charts & Figures
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Systems Of Work And Systems Of Support Focus On Different Goals
February 14, 2019
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Mapping Systems Of Support And Their Impact On Employee Experience
February 14, 2019
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Systems Of Support And The Value They Bring To Employee Experience
February 14, 2019
Search Results
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Webinar Get Control Over Your Bots With Forrester’s Automation Framework
Wednesday, April 3, 2019, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Chris Gardner, Craig Le ClairEvery organization has automation, and its impact on winning, serving, and retaining customers is unquestionable. However, it can be difficult to align islands of automation and rationalize your...
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Report The Employee Experience Technology Ecosystem
Tools And Technology: The Employee Experience Playbook
If you hold a traditional view and think about employee experience (EX) from the vantage point of the employee life cycle, from initial hiring to the exit interview, you're missing your single...
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Report What's New In Service Design And What It Means For CX Pros
Highlights From The 2018 Global Service Design Conference With Forrester's Analysis
February 13, 2019 | Karine Cardona-SmitsWhat's the latest in service design, and what does it mean for customer experience (CX) professionals? Forrester attended the 2018 Service Design Global Conference in October to investigate, and we...
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Report Decipher Infrastructure Automation With Forrester's Framework
Landscape: The Infrastructure Transformation Playbook
January 28, 2019 | Chris GardnerThe impact of automation on companies' efforts to win, serve, and retain customers is unquestionable. However, it can be difficult for infrastructure and operations (I&O) professionals to determine...
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Report Master Automation And Software To Transform Your Infrastructure
Executive Overview: The Infrastructure Transformation Playbook
January 28, 2019 | Glenn O'DonnellCustomer-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...
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Report Now Tech: Experience Design Services In China, Q1 2019
Forrester's Overview Of 27 Experience Design Service Providers In Greater China
January 18, 2019 | Riccardo PastoYou can use experience design (XD) to shape customer-centric initiatives and business strategies, blur the boundaries between digital and physical, and attract and engage customers in Greater...
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Report Service Design Improves CX By Bridging Silos
Companies With Fragmented CX Efforts Can Do Better By Learning The Service Design Approach
January 11, 2019 | Karine Cardona-SmitsBrands are investing in customer experience (CX) but still struggle to meet expectations. Why? It's often because of missteps in the way they adopt UX practices and innovate. CX and UX...
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Report Defining The EA Service Catalog
Processes: The EA Practice Playbook
December 26, 2018 | Gordon BarnettEnterprise architecture (EA) stakeholders determine the value of EA. If stakeholders do not find EA services effective and easy to use or understand — or if they do not enjoy consuming them — they...
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Report The Fear Of Hiring XD Providers And How To Overcome It
Companies Fear Abandonment, Failure, Infighting, Arrogance, And Chaos, But Three Tactics Can Help
December 13, 2018 | Andrew HoganIt's smart for companies to contract with an outside firm for experience design (XD) — but they often fear how the partnership might go sour. This bite-size brief highlights five common...
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Report The Forrester Wave™: Global IoT Services For Connected Business Operations, Q4 2018
The 14 Providers That Matter Most And How They Stack Up
In our 27-criterion evaluation of global internet-of-things (IoT) services for connected business operations providers, we identified the 14 most significant ones — Accenture, Atos, Capgemini,...
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Report Service Providers Up The Ante On Digital Operations With Intelligent IT Automation
Processes: The Continuous Deployment Playbook
November 20, 2018 | Bill MartorelliGlobal systems integrators (GSIs) are often an entry point for advanced automation technologies that support operational processes. Major service providers are building cognitive and robotic...
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Report Make Employee Experience The Focus Of Your Managed Workplace Services Strategy
Delivering consumer-grade workplace services has become a high priority for infrastructure and operations (I&O) professionals. Historically, I&O managers have sought to provide device support at...
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Report Predictions 2019: Cloud Computing
Cloud Comes Of Age As The Foundation For New Digital Application Platforms, Both Inside And Outside The Data Center
Public cloud adoption is mainstream today, but only a small fraction of core business applications run in a public or private cloud. In 2019, a major transformation of legacy apps using powerful...
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Report The Forrester Wave™: Configuration Management Software For Infrastructure Automation, Q4 2018
The Seven Providers That Matter Most And How They Stack Up
November 7, 2018 | Chris GardnerIn our 27-criterion evaluation of configuration management providers, we identified the seven most significant — Canonical, Chef, Microsoft, Northern.tech, Puppet, Red Hat, and SaltStack — and...
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Report How To Scale Your Design Organization
October 18, 2018 | Gina BhawalkarFirms are investing in experience design (XD) now more than ever. Why? Because they recognize the business value of 1) designing their products and services better and 2) applying design expertise...
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Report Change Management: Let's Get Back To Basics
Continuous Improvement: The Continuous Deployment Playbook
October 18, 2018 | Charles BetzInfrastructure and operations (I&O) professionals are questioning the relationship between traditional change management and new practices such as Agile and DevOps. The change management process...
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Report Automation Drives The I&O Industrial Revolution
Vision: The Infrastructure Transformation Playbook
A digital business needs technology that adapts and scales quickly, reliably, and economically. As infrastructure and operations (I&O) professionals transform their infrastructure to meet this...
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Report Gauge Your Infrastructure Automation Maturity
Assessment: The Infrastructure Transformation Playbook
October 4, 2018 | Chris GardnerTo convert your mundane operations routines into a finely tuned, automated ecosystem, you need to know where to start your transformation. This report guides infrastructure and operations (I&O)...
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Report Demystifying The Language Of CX And UX
Essential Definitions For Your Execs To Avoid Making Misguided Strategic Decisions About CX And UX
October 2, 2018 | David TruogCX and UX pros can't go it alone — you need your colleagues to be onboard, to deliver the right experiences to your customers. The foundation for this is a shared understanding of what you're...
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Report Best Practices: Cloud Workload Security
The Longer You Wait To Implement Cloud Workload Security, The Harder It Gets
October 1, 2018 | Andras CserUnder increased pressure to move sensitive data to the cloud, security teams must comprehensively secure cloud workloads. Cloud workload security (CWS) solutions offer an automated and centralized...
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Report Reinventing Work In The Era Of Automation
Automation Is Creating A Radically Different Economic Reality For Jobs
August 24, 2018 | Craig Le ClairThree unstoppable forces — scale, control, and convergence — will reorganize traditional work into four segments: automation deficits, automation dividends, the talent economy, and restructured...
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Report The Forrester Tech Tide™: Experience Design, Q3 2018
Nineteen Technologies Underpin Experience Design
Experience design (XD) is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in XD, companies are evaluating and adopting a range of...
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Report The Forrester Wave™: Enterprise Service Management, Q3 2018
The 12 Providers That Matter Most And How They Stack Up
In our 28-criteria evaluation of enterprise service management (ESM) providers, we identified the 12 most significant ones — Atlassian, Axios, BMC Software, CA Technologies, Cherwell Software,...
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Report A Bold But Pragmatic Strategy For Business Automation
Guide Your Business Automation Realistically With Forrester's Automation Framework
Forrester's automation framework lays the groundwork for an unprecedented movement to automate business. Enterprise architecture (EA) professionals should put this framework into action...
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Report Digital Transformation Demands A New Automation Framework
Introducing A New Framework For Automation
The impact of automation on companies' efforts to win, serve, and retain customers is unquestionable. However, it can be difficult to determine how different types of automation relate to one...
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