Charts & Figures
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Experiment: Conversational Computing Platforms
May 16, 2019
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Experiment: Customer Service Robots
May 16, 2019
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Maintain: Digital Process Automation
May 16, 2019
Search Results
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Report Video: Unlock Explosive Growth
Watch This Video To Learn How Tech-Driven Innovation And Adaptiveness Combine To Create 4x Growth
June 13, 2019 | Brian HopkinsGrowing revenue has been at the top of firms' business priority lists for the past five years; however, most firms try to drive growth by incrementally improving their current business models and...
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Report The Forrester Tech Tide™: AI, Automation, And Robotics For Customers And Employees, Q2 2019
18 Technologies Underpin Customer And Employee Engagement
Customers want better experiences, and employees want to feel more empowered in their jobs. There are very few technologies that can play a significant role in both customer and employee engagement...
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Report The State Of EA 2019: The Evolution Of The EA Ecosystems
Landscape: The EA Practice Playbook
May 15, 2019 | Gordon BarnettIn our most recent inquiries and advisory engagements, Forrester has seen a significant increase in the number of enterprise architecture (EA) leaders aspiring to lead an adaptive EA practice: one...
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Report Dare To Disrupt With Technology-Driven Innovation
Lead With Technology To Create Explosive 4x Returns
Most firms use traditional innovation methods to meet their business goals. As a result, they get non-differentiated offerings and average results. CIOs and other business leaders should read this...
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Report Four Main Players Star In The Future Of Work
The Multiplying Force Of Automation Can Make Them All Winners
Politicians, pundits, and prognosticators have pounced on the topic of the future of work, pondering who will win and who will lose. Job losses will reach 29% by 2030, and the creation of...
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Report The Number Of CX Executives Grew More Than 1,000% Over Five Years
Both B2B And B2C Industries Saw A Rapid Expansion Of CX Leaders
May 10, 2019 | Angelina GennisOver five years, we've seen more than 1,000% growth in the ranks of chief customer officers, chief experience officers, and senior or executive vice presidents of customer experience. Some of these...
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Report Busting The Top Three Myths In Your Tech Workspace Strategy
May 8, 2019 | Amanda LeClairNo one leads off a tech strategy conversation with the role of the physical office, but it's increasingly becoming a staple in discussions on employee experience (EX) and how to support Agile teams...
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Report The 2020 Leader
You Can't Give What You Don't Have
April 24, 2019 | James L. McQuiveyAchieving customer obsession makes your company better in every way, but customer obsession doesn't happen on its own. It requires leadership that puts the customer at the center of your...
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Report The Digital Risk Protection Market In 2019
The First Cyber Intelligence Capability You Should Invest In
This report is a deep dive into the digital risk protection market. We review where we see the market evolving as well as the different types of buyers and use cases for digital risk protection...
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Report The Best Tech Leaders Develop Creative People For Customer Obsession
Advanced Level: People Practices For IT Transformation
April 9, 2019 | Gordon BarnettFirms that are advanced in their IT transformation efforts may operate well; however, they often lack the culture, talent, and structure they need to adapt to the continuous demands impacting the...
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Report Technologists — And The Business — Must Execute At The Speed Of DevOps
Intermediate Level: People Practices For IT Transformation
April 8, 2019 | Gordon BarnettIntermediate organizations have the basics well in hand. They've broken down silos, institutionalized customer centricity, and built a foundation of agile processes. However, to advance, CIOs and...
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Report Build An Adaptable Organization Structure To Accelerate Digital Business
Intermediate Level: Structure Practices For Digital Business
April 5, 2019 | Jacob MorganDigital leaders often ask Forrester, "What's the perfect organizational structure?" There isn't one. While any organizational choice is a tradeoff of efficiency, control, localization, and speed, a...
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Report Forrester Infographic: Learn From The Best In Your Digital Transformation Journey
The Benchmark Report In The Digital Business Playbook
Digitally advanced firms are markedly different: By innovating at the intersection of experiences and operations, embracing emerging technology, partnering omnivorously, and building digital...
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Report The Model For Modern Marketing
The Vision Report In The Marketing Innovation Playbook
March 8, 2019 | Shar VanBoskirkCompanies need CMOs and their marketing teams to help drive customer-obsessed strategies. But even though they regularly interact with customers, most marketing functions still prioritize internal...
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Report Create Sustainable Process Innovation
Advanced Level: Process Practices For IT Transformation
Technology leaders must sustainably innovate customer-focused processes to beat the competition. Customer-focused, automated design and development processes enable teams to deliver high-impact...
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Report Assess Your Digital Experience Delivery Maturity
Assessment: The Digital Experience Delivery Playbook
Application development and delivery (AD&D) professionals should assess their maturity in delivering customer-obsessed digital experience (DX) initiatives. But how? Forrester's self-assessment...
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Report Put Customers At The Center Of Tech Processes
Intermediate Level: Process Practices For IT Transformation
Technology leaders at the intermediate level must advance IT with customer-focused processes that maximize value delivered. Once established practices are in place, it's time to focus on putting...
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Report How To Turn Process From A Hindrance To A Help
Beginner Level: Process Practices For IT Transformation
Technology leaders must establish customer-focused processes that maximize value delivered. Standing in their way are outdated organizational models, disconnected technology platforms, and legacy...
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Report The Revenge Of The Atoms
Algorithms Plus Atoms Reshape The Age Of The Customer
The digital world of bits empowered customers like never before. But a new era of continuous delivery, powered by AI and automation, promises to help companies regain some leverage in their...
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Report Q&A: How To Win Enterprise Clients And Survive The Process
A Guide For Emerging Vendors On How To Excel At Selling To Enterprises
February 26, 2019 | Oliwia BerdakTechnology startups are keen to win enterprise customers. Just a few marquee names can anchor the business and make it easier to hire talent and secure funding — and a few hundred can create a...
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Report Invest In Fresh Skills As ECM Shifts To Modern Content Platforms
Organization: The Enterprise Content Management Playbook
February 25, 2019 | Cheryl McKinnonAs enterprise content management (ECM) investments shift to content services and cloud deployment models, the composition of the program team will change. Enterprise architecture (EA) professionals...
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Report Design For Dependability By Embracing A Future Of Trusted Technology
Reliable Services Are Critical For A Secure, Always-On Economy
February 25, 2019 | Naveen ChhabraAs the world evolves into a connected web of services that weave devices, users, and data in a seamless user experience, the megacloud providers have set expectations — for always-on capabilities,...
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Report Accelerate Startup Onboarding With A Risk-Tolerant Approach
Balance Innovation And Risk When Working With Emerging Vendors
Digital leaders keen to access cutting-edge technologies are betting on startups. But traditional, risk-averse supplier management models often prevent them from working with promising emerging...
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Report Build An Agile BI Organization To Support An Insights-Driven Culture
Organization: The Business Intelligence Playbook
February 19, 2019 | Boris EvelsonAn insights-driven organizational culture is key to enterprise success and competitive differentiation, and Agile business intelligence (BI) is a required foundational component to make it succeed....
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Report Introducing Forrester's Employee Experience Index
Landscape: The Employee Experience Playbook
The debate about the importance of employee experience (EX) is moving into a new phase. It's no longer a question of whether EX is important. Now the debate is about which EX elements matter most....