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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 Microsoft Is About To Shake Up Low-Code Platforms

    Determine Power Apps' Place In Your App Dev Strategy Now
    December 3, 2019 | Rob Koplowitz, John R. Rymer

    The low-code development market is red hot as enterprises seek new ways to build more software more quickly. About 100 vendors are jockeying for dominance, but a new sheriff just came to town....

  • Report Design Your Contact Center To Be Customer-Centric

    Strategic Plan: The Contact Centers For Customer Service Playbook
    September 25, 2019 | Art Schoeller

    As enterprises strive to offer better customer experience (CX), they must incorporate organizational and operational change into contact center architectural design. Companies must establish...

  • Report Build An Outside-In Contact Center Road Map

    Road Map: The Contact Centers For Customer Service Playbook
    September 17, 2019 | Art Schoeller

    In most industries, a large percentage of customer contacts need support from contact center agents. Developing a solid contact center road map in the context of a broader customer experience (CX)...

  • Report The Critical Role Of Policy In Enterprise Collaboration

    Processes: The Enterprise Collaboration Playbook
    August 31, 2018 | 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 Your Digital Experience Technology Strategy Starts With A Customer Journey Map

    Strategic Plan: The Digital Experience Delivery Playbook
    August 15, 2018 | Ted Schadler

    As firms like REWE Group and Schneider Electric have learned, digital experience strategy shapes the technology you need — an investment that can take five years and cost between $20 million and...

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