Charts & Figures
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Customer-Centric Workers Need Flexibility To Engage
March 15, 2019
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Search Results
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Report The Path To Customer Obsession Is Paved With Enterprise Collaboration
Vision: The Enterprise Collaboration Playbook
March 15, 2019 | Art SchoellerBusinesses rely on an ecosystem that brings together networks of employees, partners, and customers to build and deliver profitable customer experiences (CXes). Keeping these disparate groups...
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Report Defining The Scope Of Banking Platforms
Understand The Scope Of Vendors' Digital Banking Offerings To Make Informed Decisions
February 28, 2019 | Jost HoppermannApplication development and delivery (AD&D) teams in banks need to quickly and effectively determine which banking software packages are best suited to helping their bank succeed. Conflicting,...
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Report Create A Customer Engagement Network To Accelerate Your Digital Business
Build A Customer-Centric Networking Infrastructure, Not A Technology-Focused Platform
February 20, 2019 | Andre KindnessAs infrastructure and operations (I&O) leaders move to support digital initiatives, they'll come to the difficult realization that their current network infrastructure can't adequately support...
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Report The Employee Experience Technology Ecosystem
Tools And Technology: The Employee Experience Playbook
If you hold a traditional view and think about employee experience (EX) from the vantage point of the employee life cycle, from initial hiring to the exit interview, you're missing your single...
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Report Extended Reality Will Help Manufacturers With More Than Just Training And Remote Assistance
Look Past The Hype To See Where Augmented, Mixed, Or Virtual Reality Creates Value In Industrial Use Cases
February 12, 2019 | Paul MillerAugmented reality (AR), mixed reality (MR), and virtual reality (VR), collectively referred to as extended reality, are making their way into manufacturing environments. However, there's a...
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Report New Tech: AI-Fueled Speech Analytics Solutions In China, Q1 2019
Forrester's Landscape Overview Of 23 Providers In China
February 4, 2019 | Danny MuThe rising tide of AI and machine learning is creating new use cases for speech analytics solutions across sales, service, and marketing functions. This report presents a review of 23 vendors in...
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Report Digitally Transform In-Store Experiences With Sensor-Based Technology And Analytics
Performance Management: The Digital Store Playbook
January 7, 2019 | James McCormickRetail stores have been living in an analytical "dark age" compared with digital channels, relegated to measurement techniques that rarely consider customer behavior. However, advances in in-store...
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Report Smart City Platforms Enable The Insights-Driven City
Build A Foundation To Improve Operations And Citizen Experience
Cities leaders recognize the need to invest in infrastructure and applications to improve their operations, the services they provide constituents, and the overall experience of their citizens. New...
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Webinar Predictions 2019: The Future Of Healthcare
Healthcare organizations must develop raving fans to survive impending disruption from new entrants and additional market consolidation. New CX metrics, virtual care, and artificial intelligence...
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Report Complement Your EMSS With Best-Of-Breed Point Solutions
October 11, 2018 | Rusty WarnerB2C marketers must integrate enterprise marketing technology (EMT) components from multiple vendors to assemble their own unique EMT ecosystems. Working with enterprise marketing software suite...
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Report Case Studies: How Virtual Care Delivers A Winning Healthcare Experience
Four Case Studies Show How To Drive ROI With Virtual Care
October 4, 2018 | Arielle TrzcinskiVirtual care is about to radically change the way healthcare organizations deliver care. Customers expect to receive an increasing amount of their care remotely, leaving virtual care laggards...
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Report Case Study: How Levi Strauss & Co. Used Innovation To Create New Market Leadership
Overcome Internal Challenges To Disrupt Your Market
September 19, 2018 | James StatenLevi's Commuter X Jacquard by Google is a clever example of a digital-business value innovation that gives an enterprise a new market leadership position. Bringing the Bluetooth-enabled commuter...
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Report Quantifying Your Company's Workforce: Customers Benefit When Employees Do, Too
Performance Management: The Employee Experience Playbook
A new class of technologies has joined those available in HR management system platforms, making it easier for organizations to collect data on their employees' productivity and experiences....
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Report The Top Emerging Technologies To Watch 2018
To outpace the competition, CIOs must keep a constant finger on the pulse of technology change. Forrester has identified 12 emerging technologies with massive disruptive potential; their impact...
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Report Securing The Internet Of Sports
The Time Is Now To Address Sports-Related Cyberattacks
July 10, 2018 | Merritt MaximConnected technologies are transforming sports, from the individual consumer to professional athletes. Massive data collection and analysis allows individuals, teams, and leagues to monitor...
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Report New Tech: AI-Fueled Speech Analytics Solutions, Q2 2018
Forrester's Landscape Overview Of 31 Providers
The introduction of artificial intelligence (AI) technologies into speech analytics has turned this once-quiet backwater of the customer service world into a growing market for customer insight...
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Report Build A Four-Tier Digital Engagement Platform
Road Map: The Mobile App Development Playbook
Mobile is pushing aging web architectures to the brink. The three-tier architecture built for a browser-led PC world can't flex, scale, or respond to the needs of a good mobile experience or the...
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Webinar Retailers Need Digital Analytics To Use New Data Streams
February 21, 2018 | Ananda Chakravarty, Cinny LittleRetail stores have been living in the analytical “dark ages” compared with digital channels, relegated to metrics that rarely take into account customer behavior. However, advances in...
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Report The Technology-Augmented Employee
How Emerging Technologies Like Artificial Intelligence Are Reshaping The Future Of Work
February 13, 2018 | J. P. GownderInfrastructure and operations (I&O) leaders seek to drive employee productivity, engagement, and success by deploying a wide array of technologies. These include everything from traditional devices...
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Report Virtual Care Enables The Digital Health Imperative
Healthcare Orgs Should Leverage Virtual Care To Transition To Digital
February 12, 2018 | Kate McCarthy, Alex KramerVirtual care is about to disrupt today's outpatient visit and chronic disease management program models. Digital business strategy professionals must start implementing and integrating virtual care...
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Report The Forrester Tech Tide™: Virtual Care For Digital Health, Q1 2018
15 Technologies Move Healthcare From The Hospital To The Home
February 12, 2018 | Kate McCarthy, Alex KramerVirtual care is increasingly critical to healthcare firms' ability to win, serve, and retain their customers. To accelerate their performance in virtual care, companies are evaluating and adopting...
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Report The State Of Wearables: 2017 To 2022
Create A Micro-Moments (Not A Wearables) Strategy
Digital business pros care about consumer-purchased wearables for two important reasons: 1) These wearables offer unprecedented longitudinal data of all kinds and 2) they present a new medium with...
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Report Marketers: Get Ready For Augmented Reality
Why Augmented Reality Will Eclipse Virtual Reality In The Near Term And What To Do About It
November 13, 2017 | Thomas HussonAfter a brief infatuation with augmented reality (AR) following the Pokémon GO craze, B2C marketers have all but abandoned the technology. Expect that to change as market leader Apple infuses its...
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Report TechRadar™: Digital Store Customer Experience Technology, Q3 2016 (Updated)
October 3, 2017 | Ananda Chakravarty, Lily VaronPromising technologies to revolutionize the in-store shopping experience for consumers are inundating retailers. Our research shows that most of these experiences miss the mark today. To help both...
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Report TechRadar™: Digital Store Operations Technology, Q3 2016 (Updated)
September 29, 2017 | Ananda Chakravarty, Lily VaroneBusiness pros are already reaping value from technologies that improve store operations — unlike customer-experience-focused digital store technologies that are largely still early stage. To help...
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