Charts & Figures
-
Customer Experience Drives Tangible Business Results
December 11, 2018
Search Results
-
Forum Digital Transformation & Innovation 2019
Master Tech-Driven Transformation
The lure of digital transformation Much of the allure of digital transformation was in its promise of leading market disruption and innovation. If you added a few emerging technologies here,...
-
Blog FORRward: A Weekly Read For Tech And Marketing Execs
February 20, 2019 | Matthew GuariniA Road Map To Lose Your Technology Mandate CIOs have historically run technology innovation efforts, but that may be changing. We find CEOs understand that the future of their business depends on...
-
Blog FORRward: A Weekly Read For Tech And Marketing Execs
February 13, 2019 | Matthew GuariniLessons From Toy Land: Digital Strategy Beats Digital Marketing Mattel and Hasbro announced earnings this week. Both saw sales decline from the collapse of Toys”R”Us. But Mattel’s sales...
-
Webinar CIO Predictions 2019: A Year Of Rebuilding Foundations And Driving Measured Innovation
Technology is a key differentiator for how companies deliver superior customer and employee experiences. CIOs who can take advantage of this opportunity will strengthen their position in the...
-
Report Top Research For CIOs: Customer Experience
Help Your Firm Realize The Value Of Superior CX
December 11, 2018 | Matthew GuariniIn the age of the customer, the ability to deliver a quality experience to your customers is a key differentiator. Position yourself to be the company that customers love, trust, and come back to,...
-
Report Predictions 2019: CIO
A Year Of Rebuilding Foundations And Measured Innovation
Technology is a key differentiator for how companies deliver superior customer and employee experiences. CIOs that can take advantage of this opportunity will strengthen their position in the...
-
Blog Predictions 2019: CIOs, Don’t Put The Cart Before The Horse
November 5, 2018 | Matthew GuariniWhile playing the role of parent, I find that I trot out old tropes like “apply the rules,” “start with the basics,” and “don’t get ahead of yourself” when helping my kids with their homework. And...
-
Blog The Platform Economy — What CIOs Need To Know
October 1, 2018 | Matthew GuariniNary a day goes by without someone talking about their efforts to build a platform. We cannot argue: Platforms can contribute massive value to customers, the ecosystem, and the company that creates...
-
Report Top Research For CIOs: The Platform Economy
Every Business Can Have A Platform, But Not All Platforms Will Be Successful
Platforms will reshape every industry, delivering improved customer experiences and reshaping corporate value chains. Forrester has been researching the platform economy over the past few years,...
-
Report Maximize Business Value With Fast, Connected Technology
The Vision Report In The IT Transformation Playbook
The age of the customer has shifted into high gear. Compelling experiences, delivered digitally, separate winners from laggards in this new era. The pervasive need for digital experiences exposes...
-
Report Top Research For CIOs: Q2 2018
Effectively Navigate The World Of Artificial Intelligence
June 6, 2018 | Matthew GuariniArtificial intelligence (AI) has quickly transitioned from exclusive and cutting edge to a strategic differentiator for enterprises. Getting the most out of AI means looking beyond technology,...
-
Blog CX For Gov IT: Driving Federal IT Performance Using CX Principles
May 18, 2018 | Matthew GuariniThe reality is that most Federal IT leaders are under increased scrutiny to deliver increased value and productivity from technology investments at the lowest cost. Simply performing a...
-
Blog Creating The CX-Centric Utility
April 26, 2018 | Matthew GuariniOutage management is a defining moment for utilities and thus provides a great way to reimagine the relationship between utilities and their customers. Absent an outage, most consumers don’t give a...
-
Report The Five Phases To Transform IT In The Digital Age
Customer Focus, Speed, And Agility Change The Game Of Redesigning IT
March 27, 2018 | Matthew Guarini, Marc CecereThe age of the customer, combined with digital, cloud, agile, and new technology, is rapidly changing the structure, processes, and culture of IT organizations. But the steps to get to these new...
-
Blog CIOs: Use CX Principles To Improve Your IT Brand
March 21, 2018 | Matthew GuariniCustomer-obsessed businesses recognize how customer experience (CX) strategy can help meet rising client expectations in the Age of the Customer. But few have realized the potential for CX to...
-
Report CIOs: Use CX Principles To Improve Your IT Brand
Improved EX Will Give IT The Business Support It Needs To Excel
IT teams are always looking for ways to improve. Traditional efforts like service management and process design can help improve the way IT delivers services, but these initiatives alone are not...
-
Report Top Research For CIOs: Q1 2018
Tap New Tech And Talent To Innovate Fast
February 28, 2018 | Matthew GuariniToday's CIOs face the opportunity of a lifetime — to take the reins of technology-driven innovation for their organizations and make chief digital officers (CDOs) obsolete. This report highlights...
-
Report Use Technology To Drive Business Value
The Executive Overview For The IT Transformation Playbook
CIOs and CTOs have a mandate to improve the technology foundations and innovations required to win, serve, and retain customers — what Forrester calls business technology (BT). For most, it will...
-
Report Gig Workers Fill A Gap In Your Tech Talent Strategy
An Efficient Broker Will Accelerate Gig Into The Mainstream
January 2, 2018 | Marc Cecere, Matthew GuariniThe gig economy allows individuals to contribute to a business on a part-time ("gig") basis. With CIOs fighting an escalating war for talent that is exacerbated by the age of the customer, the gig...
-
Blog Predictions 2018: CIOs Will Lead Organizations To Say Farewell To The Chief Digital Officer
November 6, 2017 | Matthew GuariniWhen I look back at my time as a CIO, I often say it was only half-Dickensian. I bet you can guess which half! Legacy was rampant. Ops models and operating frameworks were based on dated theories....
-
Report Predictions 2018: CIOs Make The Chief Digital Officer Obsolete
Digital transformation will dominate business strategy in 2018, and CEOs will look to their CIOs to act as strategic partners in that transformation. While technology is at the core of the shift to...
-
Webinar DevOps: The CIO’s Guide To Velocity
Development and operations (DevOps) may be one of the most powerful weapons you have in your CIO arsenal, fundamentally altering how people work together to deliver business transformation. As any...
-
Report Speed And Innovation Drive CIO Success
Bimodal Dinosaurs Won't Be Able To Lead Their Companies To Success
April 24, 2017 | Tim Sheedy, Matthew GuariniCIOs and tech teams play critical roles in enabling organizations to use technology and deliver on customer promises. One of the most important success factors is the ability to drive innovation...
-
Webinar Artificial Intelligence: A CIO's Guide To AI's Promises And Perils
Artificial intelligence (AI) has been around for decades as a computer-science discipline. More recently, it's become part of our daily lives in the form of voice-powered digital assistants,...