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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 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 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 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 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 Use Context To Drive A Seamless UC&C Service Layer

    December 20, 2012 | Onica King, Henry Dewing, Art Schoeller

    Increasing consumerization of IT and advances in both cloud technologies and deployment models tremendously affect the enterprise not simply on how we communicate but where, when, and on what kind...

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