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This Webinar introduces a new Forrester big idea on how companies can systematically harness digital insights to consistently turn data into customer action. The breakthrough embodied in systems of insights is an insights-to-execution process to discover, test, and embed insights in software, customer engagement, and everyday work. Firms are building this process with new business-led agile teams and a digital insights architecture that extends and refines big data investments. Join this session to learn about systems of insights and how leading enterprises and digital native companies are harnessing their power to deliver great customer experiences.
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Vendors mentioned: Accellion, Acronis, AirWatch, Alfresco, BoardVantage, Box, Citrix, Dropbox, Egnyte, EMC, Good Technology, Google, IBM, Intralinks, Microsoft, Novell, Salesforce, WatchDox, Workshare, and YouSendIt
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Businesses are drowning in data but starving for insights. Worse, they have no systematic way to consistently turn data into action. This can't continue. Demanding customers and competitive pressures require firms to treat insights — not just data — as a
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Customer success (CS) is a vital business capability that can develop out of several existing functions, including support, sales, or marketing. As a company grows, CS sprawl can increase, making it difficult to consolidate resources under dedicated leadership with the technology and processes designed to achieve agreed-upon outcomes. Maturing CS requires moving away from its dependence on human labor toward digital-led ways to engage and guide customers toward the outcomes they want and the value they deserve.In this webinar, Forrester vice president and principal analyst Laura Ramos shows customer engagement leaders how to use Forrester’s Total Economic Impact™ (TEI) methodology to build a business case for combining distributed, nondedicated resources into a formally chartered CS function with the processes, responsibility, and technology to support any enterprise-scale business. We explore the TEI of three key digital-led investments — a customer-centered digital experience, integration of learning content or technology, and a community-based advocacy program — and what returns you can expect from each.Key takeaways: Learn why now is the time to scale CS using digital-first approaches.Understand four popular, practical ways to extend CS impact by digitalizing postsale experiences.Connect the Total Economic Impact™ (TEI) methodology to smart CS investment.Explore how to build your business case around increasing CS ROI.Target audience level: beginner and intermediate
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Technology is advancing at a pace that current public sector IT planning practices struggle to match. At the same time, they are facing workforce challenges and a need for modernization. This webinar helps agency and department leaders adapt budget and planning practices to deliver high performance, adapt their workforce at a pace that challenges traditional employee management practices, and understand how to maximize tech investments.Key takeaways: Learn how to maximize tech investments.Understand the best practices around budgeting for public sector.Learn how to recruit the best talent under various restraints.Target audience level: all levels
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