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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Optimize Customer Experience With A Digital Intelligence Roadmap

    Roadmap: The Digital Intelligence Playbook
    October 27, 2020 | Cinny Little, James McCormick

    Tracking and understanding the interactions with your customers as they digitally engage across channels is hard enough. Using that understanding to take actions that optimize their experiences...

  • Report The Critical Role Of Policy In Enterprise Collaboration

    Processes: The Enterprise Collaboration Playbook
    October 21, 2020 | Art Schoeller

    A clear collaboration policy is essential for employees using customer, partner, and internal collaboration tools. While it takes a cross-organizational team to establish a collaboration policy,...

  • Report Forrester Predictions 2021

    October 20, 2020 | Sharyn Leaver

    The events of 2020 have fundamentally changed the business landscape. Out of the disruption, new ways of working will take hold, and new customer realities will define priorities. Forrester's 2021...

  • Report The Omnichannel Maturity Assessment

    Assessment: The Omnichannel Commerce Playbook
    October 19, 2020 | Brendan Witcher

    Supporting an omnichannel fulfillment program is table stakes in retail today — and particularly in light of pandemic or other market shift conditions. Organizations need to assess their...

  • Report Assess And Enhance Your Modern Application Delivery Journey

    Assessment: The Modern Application Delivery Playbook
    October 2, 2020 | Diego Lo Giudice

    Customer-obsessed organizations increasingly expect application leaders to speed and scale software delivery. Many application development and delivery (AD&D) leaders know they need to improve, but...

  • Report Best Practices For A Customer-Obsessed Tech Transformation In Government

    Drive Customer Centricity With An Adaptive Approach To Technology Management
    September 24, 2020 | Dan Bieler

    Technology transformation is a fundamental pillar for reforming the overall workings of government. Government priorities of more citizen engagement, improved government productivity, and higher...

  • Report The State Of Open Banking In Japan

    Japanese Banks Need To Clarify Their Role In An Open Banking Future
    September 24, 2020 | Meng Liu

    Japan is adopting an organic approach to open banking. Although it's not mandatory, leading Japanese banks and financial technology (fintech) firms have started experimenting with APIs to build...

  • Report Drive Successful Outcomes With Strategy: Align ECM Programs To Core Business Missions

    Strategic Plan: The Enterprise Content Management Playbook
    September 16, 2020 | Cheryl McKinnon

    Enterprise architecture (EA) professionals need a solid content strategy that serves business objectives such as revenue growth and improved customer experience — without neglecting compliance...

  • Report It's Time For Retail Stores To Open Their Doors To The Digital Org

    Organization: The Digital Store Playbook
    August 28, 2020 | Brendan Witcher

    In the age of the customer — and especially in the midst of a pandemic — channel-specific strategies, tactics, and organizational structures become irrelevant and (worse) potentially crippling. To...

  • Report Define Your CRM Plan

    Strategic Plan: The CRM Playbook
    August 28, 2020 | Kate Leggett

    To avoid wasting time and effort on ill-conceived CRM initiatives, organizations should keep a laser focus on creating business value. Sound planning for CRM requires application development and...

  • Report The Financial Payback For Marketing Measurement

    Business Case: The Marketing Measurement And Insights Playbook
    August 28, 2020 | Jim Nail

    As marketers are increasingly held accountable for the financial returns of their efforts, they need sophisticated measurement that accurately apportions credit to the myriad touchpoints in a...

  • Report COVID-19 Is Forcing Lenders To Transform

    Accelerate Small Business Lending Digital Transformation To Drive Growth And Demonstrate Leadership
    August 26, 2020 | Zhi-Ying Barry

    COVID-19 has exacerbated the liquidity challenge that small and medium-size businesses (SMBs) globally face. Many incumbent lenders have been forced to transform their systems and processes to help...

  • Report The State Of Disaster Recovery Preparedness In 2020

    Review Business And IT Risks With Evolving Business Operations
    August 24, 2020 | Naveen Chhabra

    Technology outages damage customer confidence in a business. While infrastructure and operations (I&O) leaders have more tools at their disposal to prepare themselves to recover from any type of...

  • Report From People To Products: Services Firms Offer More Software Than You Think

    Business Process Accelerators Help Digitize Business Operations
    August 20, 2020 | Nigel Fenwick

    Technology services firms build many variations of digital solutions for clients. Some vendors retain the intellectual property (IP) associated with these solutions, making it available to a...

  • Report Research Overview: Online Marketplaces

    A Guide To Buying, Selling, And Creating Market Leverage Via Everyone's Favorite Digital Platform Business Model
    August 17, 2020 | Allen Bonde, Caleb Ewald

    Online marketplaces aren't a new idea. Yet over the past few years, they have (re)emerged as a preferred channel for consumers, small businesses, and a growing number of enterprise buyers. For...

  • Report Build The Business Case For Cybersecurity And Privacy

    Business Case: The Cybersecurity And Privacy Playbook
    August 14, 2020 | Sean Ryan

    Mega data breaches will often spur organizations to invest in cyber security. However, if the approach is reactive and unplanned, then it's a wasted opportunity. Use this report to structure a...

  • Report Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook
    August 14, 2020 | Ian Jacobs, Kate Leggett

    In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service leaders must invest in modernizing their technology. Doing so...

  • Report Retailers: Assess Your Digital Business Maturity

    Assessment: The Retail eCommerce Playbook
    August 14, 2020 | Fiona Swerdlow

    To evaluate their eCommerce opportunities, digital business retail professionals must conduct a level set of current strengths and weaknesses. This framework plots your organizational maturity to...

  • Report The Zero Trust eXtended Ecosystem: Data

    Landscape: The Data Security And Privacy Playbook
    August 11, 2020 | Heidi Shey, Chase Cunningham

    Data security is a key pillar of Zero Trust. Security leaders must use standalone data security technologies as well as data security capabilities within adjacent security technologies and...

  • Report Introducing AI-Powered, Human-Controlled Digital Decisioning Platforms

    Use DDPs To Encapsulate Decision Logic Powered By The Best Of Analytics, AI, Math, And Human Logic
    August 11, 2020 | Mike Gualtieri, Boris Evelson

    Digital decisioning platforms (DDPs) allow application development and delivery (AD&D) pros to combine the best of human decision logic with the best of AI to implement application-embedded...

  • Report The Forrester Wave™: Enterprise Firewalls, Q3 2020

    The 11 Providers That Matter Most And How They Stack Up
    August 10, 2020 | David Holmes

    In our 34-criterion evaluation of enterprise firewall providers, we identified the 11 most significant ones — Barracuda Networks, Check Point Software Technologies, Cisco, Forcepoint, Fortinet,...

  • Report The Forrester Wave™: API Management Solutions, Q3 2020

    The 15 Providers That Matter Most And How They Stack Up
    August 4, 2020 | Randy Heffner

    In our 26-criterion evaluation of API management solutions providers, we identified the 15 most significant ones — Axway, Broadcom, Google, IBM, Kong, Microsoft, MuleSoft, Perforce Software, Red...

  • Report Research Overview: Modern Technology Operations

    Landscape: The Modern Technology Operations Playbook

    Infrastructure and operations (I&O) professionals want to evolve their organizations to be more flexible and responsive in the face of digital transformation and disruption. DevOps, Agile,...

  • Report Digital Experience Is Part Of Your Job

    Monitoring Pros Must Help Deliver Great DX With A Strong Digital Experience Monitoring Strategy
    August 3, 2020 | Rich Lane

    Digital experience monitoring (DEM) is key to understanding how digital users are interacting with your services. Business users own the digital experience (DX) strategy, but they're beholden to...

  • Report Now Tech: P&C Claims Management Systems, Q3 2020

    Forrester's Overview Of 20 P&C Claims Management System Providers
    July 31, 2020 | Ellen Carney

    As a property and casualty (P&C) insurer, you use a claims management system to improve the claimant experience, boost efficiency through automation, and orchestrate recovery activities across the...

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