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The Employee Experience Playbook For 2019

Transform The Employee Experience To Drive Business Performance

Missing from most workforce technology strategies today is an understanding of what makes employees truly engaged and productive — and how this directly affects customer experience and financial...

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  • Report Service Providers' Product Strategists Have Left The Home Worker Market Segment Untapped

    Telcos, Cablecos, And ISPs Can Capitalize On Changing Consumer Work Trends
    August 6, 2008 | Sally M. Cohen

    ...going forward, providers need a designated prosumer product strategist who can mix product offerings, feature sets, and marketing messaging from the consumer and business worlds.

  • Report Olympic Opportunities In Emerging Markets

    Smart Host Cities Think Outside The Stadium
    March 10, 2010 | Jennifer Belissent, Ph.D.

    ...outside the stadium and provide innovative solutions that address not only the events themselves but also all that potentially touches the millions of visitors that...

  • Report Mobile World Congress 2010: Smartphones Are The New Phones

    February 25, 2010 | Ian Fogg

    ...more than purely a mobile event. Three of the key smartphone...their adoption are vanishing. Long live the "smart phone": Smartphones will...

  • Report TechRadar™ For Content & Collaboration Professionals: Enterprise Video, Q1 2011

    Tools To Manage And Deliver Video Are Growing; Videoconferencing Makes A Comeback
    January 21, 2011 | Philipp Karcher

    Enterprises increasingly use video in a wide range of use cases, changing how they collaborate, issue communications, train their employees, and even talk to customers. But the transformational...

  • Report 2010 Mobile Trends

    January 13, 2010 | Thomas Husson

    2010 will be a key transition year at the start of the mobile decade — not only will we start moving toward more mainstream mobile services audiences but a strategic shift will also take place....

  • Report Mobile Technographics®: Australian Online Shoppers

    Choosing The Right Approach For Your Target Consumers
    November 30, 2011 | Steven Noble

    Mobile commerce is growing in Australia at a rapid pace. To shape sensible strategies, Australian eBusiness professionals must understand the behavior of their customers. For example, they should...

  • Report Market Overview: Mobile Point Of Service Solutions For Retail

    Despite Rapid Adoption Of mPOS Solutions By Retailers, Business Objectives Remain Uncertain
    September 9, 2013 | Adam Silverman

    Over the past decade, as retail sales have shifted from physical stores to digital channels, traditional store-based retailers have been struggling to compete with the endless aisle and low prices...

  • Report Ten North American Retail Banking eBusiness And Channel Strategy Trends To Watch In 2011

    Ten Areas Of Focus For The Next 12 Months
    March 17, 2011 | Brad Strothkamp

    Expect 2011 to be an exciting year in financial services, driven for the most part by the increasingly important role of eBusiness and channel strategy professionals. The rise of smartphones, the...

  • Report The Age Of Computing Diversity

    The ICT Industry Is Broadening Out From The Wintel Monoculture
    September 16, 2010 | Frank E. Gillett

    The computing industry is exiting an era built mostly on general-purpose, good enough central processing units (CPUs), servers, systems designs, software, Web apps, and client devices. These...

  • Report Empower Customers And iWorkers With On-Demand Customer Communications

    An Empowered Report
    September 2, 2010 | Craig Le Clair

    Too many enterprises communicate with customers using antiquated approaches. After all, smart devices, pervasive video, and social media have given new power to customers and citizens — allowing...

  • Report Application Performance Management Remains The Same — Even With Mobile

    Use The APM Reference Model To Manage The Performance Of Any Applications
    November 20, 2015 | Milan Hanson, Pamela Heiligenthal

    The rise of the mobile customer brings EA and I&O professionals new demands and new opportunities. It does more harm than good to redefine APM to include them all, as APM is currently well...

  • Report Top 11 Trends S&R Pros Should Watch: 2015

    June 23, 2015 | Heidi Shey, Andras Cser, Ed Ferrara

    Each year, analysts from across Forrester's security and risk research team draw insight from our hundreds of enterprise questions, vendor briefings, and consultations; research projects that we...

  • Report The State Of Mobile Banking, 2014

    Mobile Is Becoming The Favored Channel For Many Customers
    November 24, 2014 | Stephen Walker, Peter Wannemacher

    Mobile banking continues to gather momentum across developed countries, fueled by rising smartphone and tablet use and the steadily improving supply of mobile banking from banks in North America,...

  • Report Quick Take: Observations From IFA 2014

    CIOs Need To Recognize The Value Of Consumer Electronics For Their Business Technology Strategies
    September 11, 2014 | Dan Bieler

    Forrester recently visited the oldest and largest global consumer electronics trade fair, Internationale Funkausstellung (IFA), which took place in Berlin. IFA 2014 demonstrated that smart consumer...

  • Report Predictions For 2014: Technology Monitoring

    Monitoring Advances From Providing Reactive Information To Predictive Business Insights
    February 3, 2014 | John Rakowski

    In 2014, technology monitoring priorities for infrastructure and operations (I&O) professionals can no longer only focus on technology offerings that serve internal business services but must also...

  • Report US Tech Industry Outlook For 2011

    Insurance Transformation Exposes Key Opportunities For Technology Vendors
    December 14, 2010 | Andrew Bartels

    The US insurance industry represents 3.2% of gross domestic product (GDP) and generated nearly $1 trillion in revenues in 2009, but even with that big number, premium growth has been declining for...

  • Report Market Overview: Sizing Unified Communications

    Stalled Market Blossoms To $14.5 Billion In 2015 As Barriers Fall
    February 5, 2009 | Henry Dewing

    Forrester forecasts that the market for unified communications within enterprises in North America, Europe, and Asia Pacific will reach $14.5 billion in 2015. Unified communications (UC) is an...

  • Report 2008 Contact Center Technology Trends

    August 13, 2008 | Elizabeth Herrell

    In 2008, contact centers are leaning toward an increased emphasis on self-service and applications that provide greater insight into customer experience. Organizations are also considering how to...

  • Report Young Gen Yers: Fun-Loving, Social, And Wired

    Design Considerations For Reaching Younger Gen Yers
    January 3, 2008 | Bruce D. Temkin

    Forrester analyzed consumer survey responses to understand the differences between Younger Generation Y (18- to 22-year-olds) and Older Generation Y (23- to 27-year-olds) consumers. The analysis...

  • Report Enterprise Business Intelligence: Now Always At Hand On Your Smartwatch

    Smartwatches Are No Longer Just For Collecting Data: Use Them For Instant Glanceable Insights
    June 30, 2016 | Boris Evelson, Michael Facemire

    The modern world moves at lightning speed, and fumbling to find a smartphone in your purse or pocket to answer a client's question may take a while. The customer may be long gone by the time you...

  • Report Predictions 2015: The Age Of The Customer Is Set To Disrupt The BPM Market

    November 6, 2014 | Clay Richardson, Craig Le Clair

    The age of the customer is disrupting a business process management (BPM) discipline that started in the 1990s to drive costs from production and operations. Over the next two years, new...

  • Report Brief: The Future Of Mobile Device Management

    Enterprise Mobile Management Solutions Must Support, Secure, And Improve Employee Experience
    June 6, 2014 | Christian Kane, Tyler Shields

    Mobile device management (MDM) is the common technology used by enterprises to enable their workforce to obtain the right access on their mobile devices. However, early solutions were only able to...

  • Report Market Overview: Secure File Sharing And Collaboration

    Key Questions For S&R To Ask When Creating A Short List
    May 5, 2014 | Heidi Shey

    User-driven, person-to-person secure file sharing and collaboration is a hot space today with vendors of all shapes and stripes offering solutions to enable these capabilities. These solutions not...

  • Report Pioneer Vendors: Personal Cloud

    Unified Interfaces For Personal Cloud Services
    March 5, 2014 | Michael Yamnitsky, Frank E. Gillett

    Individuals rely on personal cloud services like Dropbox and Evernote to manage an expanding array of digital content online. As such services proliferate, their users will seek ways to better...

  • Report Smart Computing Connects CIOs With The Business

    Sensors, Machine-To-Machine, Analytics, And Collaboration Help CIOs Solve Business Problems
    March 28, 2012 | Andrew Bartels

    It is no surprise that CIOs have shown keen interest in cloud computing, since its variations can help reduce IT's capital and operating costs and speed up delivery of projects. But many CIOs are...

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