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• Report Introducing Forrester's Employee Experience Index

  Landscape: The Employee Experience Playbook

  February 14, 2019 | David K. Johnson, Samuel Stern

  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....

• Report Tackle The California Consumer Privacy Act Now

  Use Your GDPR Compliance Programs To Prepare For The New CCPA Requirements

  February 8, 2019 | Enza Iannopollo

  In less than one year's time, regulators in California will start enforcing the requirements of the California Consumer Privacy Act (CCPA). Brazil has just passed new privacy regulations, and India...

• Report Embrace Next-Generation Digital Organization Structures

  Advanced Level: Structure Practices For Digital Business

  February 7, 2019 | Martin Gill, Jacob Morgan

  Digital innovators embrace new organizational structures. Cross-functional working is a given, but innovators go further, democratizing trust in the outside world in return for speed, inspiration,...

• Report Kick-Start Your Digital Organization Structure

  Beginner Level: Structure Practices For Digital Business

  February 6, 2019 | Jacob Morgan, Martin Gill

  A well-organized, empowered digital business team can make or break the early stages of digital transformation. Successful digital business leaders know that building a single, central digital team...

• Report Put Product Management To Work In Software Development

  Organize Development By Product And Reap The Benefits

  February 4, 2019 | Christopher Condo, Bill Seguin

  To deliver software faster, top-performing application development and delivery (AD&D) organizations have adopted product-centric teams that obliterate organizational silos and force teams to...

• Report Build Your Security Organization

  Organization: The S&R Practice Playbook

  January 31, 2019 | Jeff Pollard, Paul McKay

  CISOs are constantly evaluating the structure and make-up of their organization to make sure it aligns with business and risk management needs. This report examines key organizational challenges...

• Report New Roles, Skills, And Structures Are Needed For L2RM Success

  Organization: The Lead-To-Revenue Marketing Playbook

  January 29, 2019 | Lori Wizdo

  B2B marketing leaders are realizing that lead-to-revenue management (L2RM) is not just an opportunity to automate the existing demand generation program. L2RM standardizes, automates, and scales...

• Report Reset Your Technology Foundation For Customer Engagement

  Beginner Level: Technology Practices For IT Transformation

  January 28, 2019 | Brian Hopkins, Ted Schadler

  Companies establishing their technology priorities for the age of the customer face an uphill battle against legacy systems and outdated technologies. This report outlines the technologies that...

• Report Optimize Cybersecurity And Privacy Oversight

  Advanced Level: Oversight For Cybersecurity And Privacy

  January 25, 2019 | Renee Murphy, Nick Hayes, Paul McKay

  Firms with advanced-level oversight for cybersecurity and privacy are rare, but despite their strong efforts, they can't become complacent. Regulatory requirements, threats, business models, and...

• Report Elevate Cybersecurity And Privacy Oversight

  Intermediate Level: Oversight For Cybersecurity And Privacy

  January 25, 2019 | Paul McKay, Renee Murphy, Nick Hayes

  Firms with intermediate cybersecurity and privacy oversight have a solid foundation and are seeking to extend their influence in the organization. By strengthening strategy, governance, adherence...

• Report The CIO's Guide To Lead-To-Revenue Management

  Examining The CMO's World Through A CIO's Lens

  January 14, 2019 | Leslie Joseph, Lori Wizdo

  Marketing teams today make ever greater demands on their firm's technology strategy and budgets. In response, today's CIOs must forge a close strategic partnership with their CMOs. To do so, they...

• Report Eliminate Confusion In Data Management Roles And Responsibilities

  Organization: The Data Management Playbook

  January 9, 2019 | Gene Leganza

  As enterprise architecture (EA) leaders prioritize data capabilities, they're looking broadly at how data management (DM) resources are spread across the organization. Where can they consolidate...

• Report Use The Insights Center Of Excellence To Orchestrate Analytics Across Organizational Silos

  Organization: The Customer Analytics Playbook

  January 4, 2019 | Cinny Little

  Customer insights (CI) pros struggle with how to mature their capabilities in driving more actions from data and insights. How you organize affects your success. This report shows that the insights...

• Report Five Key Steps For Making Your Culture More Customer-Centric

  Beginner Level: Culture Practices For CX Transformation

  January 3, 2019 | Samuel Stern

  CX transformation requires creating a system of shared values and behaviors that focus employees on delivering great customer experiences. To do this, customer experience leaders need to establish...

• Report Digital Org Structures Illustrated

  Use These Eight Org Charts To Inform Your Digital Team Best Practices

  January 2, 2019 | Martin Gill

  There's no one right org chart. The answer for your business depends on a myriad of factors — go-to-market strategy, industry, digital maturity, and more. But there are emerging best practices that...

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  Playbook The Brand Experience Playbook For 2019

  The Post-Digital Rules Of Brand Building

  In the age of the customer, CMOs have a steep hill to climb in building their brands with distracted, empowered customers. In this new era, CMOs must shift from a company-centric approach of...

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• Report Organize For Digital Banking Success

  Organization: The Digital Banking Strategy Playbook

  December 24, 2018 | Frederic Giron

  Banks need to become customer-led, insights-driven, faster, and more connected to their external ecosystem if they want to be relevant in a digital world. In this transformation journey, digital...

• Report The Four Facets Of Adaptable Digital Commerce Teams

  Organization: The Retail eCommerce Playbook

  December 19, 2018 | Sucharita Kodali

  Rapidly changing market conditions are forcing retailers to balance a growing eCommerce business with an often challenging store business and customers with high expectations and many choices. How...

• Report Building A Customer-Obsessed IAM Team

  Organization: The Identity And Access Management Playbook

  December 18, 2018 | Merritt Maxim, Andras Cser

  For security and risk (S&R) leaders building a comprehensive customer identity and access management (CIAM) strategy for their digital business, this report provides an overview of the skills and...

• Report Elevate Your Design Practice To Differentiate Experiences

  Intermediate Level: Design Practices For CX Transformation

  December 14, 2018 | Jennifer Wise

  Getting experience design right is essential to CX transformation — it means performing specific activities required for defining and refining experiences based on your vision and research-based...

• Report A Four-Tier Approach To Building Your Innovation Network

  Ecosystem: The Innovation And Emerging Technology Playbook

  December 14, 2018 | Dan Bieler

  The ability to effectively participate in and contribute to innovation networks is a core competency of the CIO's innovation strategy. As traditional linear value chains give way to network-based...

• Report Organize And Staff For B2B Digital Transformation

  Organization: The B2B eCommerce Playbook

  December 7, 2018 | John Bruno

  Today's B2B eCommerce organizations must balance executing on a digital strategy with transforming a business. Individually, each priority represents a difficult challenge. Combined, they represent...

• Report Understand AR's Beneficiary Landscape

  Landscape: The Industry Analyst Relations Playbook

  December 6, 2018 | Kevin Lucas

  Analyst relations (AR) can help a vendor win, serve, and retain customers. But whether the AR team is supporting its traditional beneficiaries or not, it typically guesses at the detail of their...

• Report The State Of Data Security And Privacy: 2018 To 2019

  Benchmarks: The Data Security And Privacy Playbook

  December 5, 2018 | Heidi Shey, Enza Iannopollo

  This data-driven report outlines budgeting and spending, technology adoption plans, and other key breach, data protection, and privacy trends in global firms for 2018 through 2019. Understanding...

• Report The State Of Customer Analytics 2018

  Benchmarks: The Customer Analytics Playbook

  December 4, 2018 | Brandon Purcell, Emily Miller

  To assess the state of analytics adoption, including goals, challenges, and analytics sophistication, Forrester and Burtch Works fielded an online survey to 144 North American analytics and...