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  • Report Mind The Cloud Skills Gap

    Use Three Approaches To Build The Talent And Teams You Need For Success
    March 11, 2020 | Tracy Woo

    After a decade of cloud experience, organizations are facing a talent shortage for all cloud-related skills. Although legacy skill sets translate well to new cloud technologies, the cultural leap...

  • Report Forrester Infographic: Go Beyond Just AI And APIs For Financial Services Tech Innovation

    February 27, 2020 | Jost Hoppermann

    Financial services teams should be aware of their peers' investment priorities and key areas of innovation if they want to keep up. This infographic provides an overview of innovation and...

  • Report The State Of Data Security And Privacy, 2020

    Benchmarks: The Data Security And Privacy Playbook
    February 27, 2020 | Heidi Shey

    This data-driven report outlines breach trends, data security and privacy technology adoption trends, and related trends in global firms for 2019 through 2020. Understanding these trends and their...

  • Report Reset Technology Governance To Innovate And Drive Value

    Beginner Level: Tech Governance Practices For IT Transformation
    February 26, 2020 | Bobby Cameron

    To innovate with technology in the service of customer obsession, tech leaders must develop a solid foundation for technology governance. Technology governance — the policies, frameworks, and...

  • Report CX Teams In 2019: What They Do, Where They Report, And Their Size And Budget

    February 20, 2020 | Angelina Gennis

    In May and June 2019, Forrester fielded a survey to customer experience (CX) professionals across the globe. We received hundreds of completed responses detailing what CX professionals are...

  • Report BP Continues To Lead With Technology-Driven Innovation

    BP's Digital Innovation Organization Puts Technology-Driven Innovation Into Action
    February 19, 2020 | Brian Hopkins

    Every firm is trying to be more innovative with technology, but few are at the cutting edge. The head of BP's digital innovation organization (DIO) gave a talk at our Digital Transformation and...

  • Report Forrester Infographic: SaaS Faces Obstacles In Financial Services

    Financial Services Firms Are Reluctant To Nab Key Tech Opportunities
    February 13, 2020 | Jost Hoppermann

    Banks and other financial services firms have already used software-as-a-service (SaaS) for horizontal solutions like CRM and HR. However, SaaS in financial-services-specific (vertical) deployments...

  • Report Shift From Privacy Readiness To Sustained Compliance

    Roadmap: The Data Security And Privacy Playbook
    February 6, 2020 | Enza Iannopollo

    New privacy rules are popping up all over the world. Increasingly, security and risk (S&R) and privacy professionals believe that maintaining compliance with global privacy regulations is one of...

  • Report How To Build Your Company's Customer Obsession Strategy

    Audit Your Current Ops Against Your Future Vision To Know What To Change
    January 31, 2020 | Shar VanBoskirk

    Most firms aren't yet customer obsessed, but that's not because they don't understand the concept. (We've been writing about it for 10+ years!) Leaders don't know how to operationalize customer...

  • Report Adopt Agile, End-To-End Technology Governance

    Intermediate Level: Tech Governance Practices For IT Transformation
    January 30, 2020 | Bobby Cameron

    Firms require Agile, end-to-end tech governance to meet the needs of an ever-changing business model. This new governance model must focus on speed, responsiveness, business value delivery, and...

  • Report Connect Business And Technology Governance To Unlock Innovation

    Advanced Level: Use Advanced Tech Governance Practices To Create Value Across The Ecosystem
    January 29, 2020 | Bobby Cameron

    Governance processes for firms in the advanced phase of IT transformation must integrate tech governance with overall business governance for funding, risk management, and metrics. Technology is...

  • Report Enhance Digital Employee Experience With Device-As-A-Service (DaaS)

    The Value Of DaaS Lies In Digital EX Improvement, Not Cost Predictability
    January 23, 2020 | Andrew Hewitt

    Subscriptions are everywhere, and now they're coming to your corporate PCs. Organizations are increasingly interested in adopting device-as-a-service (DaaS) to shift employee device purchasing from...

  • Report Build Executive Buy-In For Your CX Transformation

    Resonate With Executives, Seek Out Champions, And Build Alignment
    January 9, 2020 | Angelina Gennis

    Many customer experience (CX) pros struggle to convince executive leadership to believe in and take action toward becoming a customer-obsessed organization. Competing priorities and disagreement on...

  • Report Now Tech: Customer Data Management Solutions, Q1 2020

    Forrester's Overview Of 20 Customer Data Management Solutions Providers
    January 8, 2020 | Noel Yuhanna

    You can use customer data management solutions to deliver a comprehensive view of customer data, become much more productive, and accelerate customer-driven initiatives through machine learning....

  • Report Forrester Infographic: The Insights-Driven Business Responsibility Matrix

    Maturity, Company Size, And Diversification Dictate Roles And Responsibilities
    January 7, 2020 | Boris Evelson

    Everyone's job is no one's job — which is why you need a clear responsibility and ownership matrix, especially for data and analytics roles and responsibilities within a company. The...

  • Report Put The Business Back In Your Data Management Business Case

    Business Case: The Data Management Playbook
    January 2, 2020 | Michele Goetz

    Be customer driven: It's time for enterprise architects to put the business back in the business case. Partner with business stakeholders to define where and how data will advance the business and...

  • Report Goodbye Desktop Engineering, Hello Digital Experience Architect

    From Patches To Productivity: How Desktop Teams Will Evolve In 2020 To Meet The Needs Of The Modern Workforce
    December 18, 2019 | Andrew Hewitt

    Infrastructure and operations (I&O) professionals increasingly understand the direct link between poor technology experience and employee disengagement, burnout, and attrition. As a result, they're...

  • Report An Open Culture Becomes The Underpinning For The Adaptive Enterprise

    Your Corporate Culture Defines How Well You Can Tackle The Challenges Of Managing Permanent Change
    December 11, 2019 | Dan Bieler, Ash Mukherjee

    Your corporate culture defines how your organization thinks about itself and how it tackles the challenges of permanent change. Your corporate culture must be open and flexible enough to adjust to...

  • Webinar Understanding Employees For Better EX

    December 11, 2019 | Angelina Gennis, Kelly Price

    Just as great customer experience starts with understanding customers, great employee experience (EX) begins with understanding employees. Yet, most organizations fail to conduct the research...

  • Report Employee Experience Efforts In Asia Pacific Are Well-Intentioned But Misguided

    AP Firms Are Turning Their Attention To EX To Fight Rising Challenges, But Need To Do More
    December 9, 2019 | Amit Bhatia

    The employee experience (EX) is hot in Asia Pacific (AP). Conferences on the theme sell out; EX-related job titles are increasingly visible in the market; vendors across the region have been...

  • Report The Employee Experience Bill Of Rights In The Era Of AI And Automation

    Guaranteeing Rights For Employees Ensures Relative Calm For Companies
    December 5, 2019 | J. P. Gownder, Samuel Stern

    The threat of automation and the consequent uncertainty of their long-term relevance have employees on edge. Rightfully so, as most companies haven't taken the necessary steps to reassure their...

  • Report Brands Must Embrace Gender Evolution

    December 3, 2019 | Dipanjan Chatterjee, Nick Monroe

    Today, a majority of consumers reject what they perceive as outdated cultural constructs of gender. And where consumers go, so do brands. As society navigates the complex cultural space that is...

  • Report Customize Your CX Champions Program

    Build A Program To Grow CX Culture And Expand Organizational Impact
    November 26, 2019 | Angelina Gennis

    Customer experience (CX) champions or ambassadors programs are growing in popularity, with surprising diversity in execution. Many are an increasingly valuable aspect of CX teams' efforts and...

  • Report Fix Your Culture Gaps To Speed Up Digital Transformation

    Beginner Level: Culture Practices For Digital Business
    November 25, 2019 | Alyson Clarke

    Culture is one of the biggest barriers to digital transformation. Many firms put it in the "too hard" basket, focusing on all the other aspects of digital transformation until they can't ignore it...

  • Report Understand AR's Beneficiary Landscape

    Landscape: The Industry Analyst Relations Playbook
    November 19, 2019 | 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...

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