Forrester IT

‘Tis The Season – Your Customers Might Need A Little Nudge

Forrester IT

On November 5, in line with tradition, a huge array of sparkling displays took place across the UK to celebrate Guy Fawkes night (“Remember, remember, the fifth of November. ”).

Five Ways To Plan For B2B Journey Mapping Success

Forrester IT

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

B2B 580

Bad CX Surveys? Not With This Checklist!

Forrester IT

CX surveys are the butt of jokes in dinner party conversations and comedy sketches. On social media, people gleefully tweet examples of surveys gone wrong. Just type the three words CX, survey, and fail into a Twitter search… But this is no laughing matter if you are in a CX role.

Survey 527

Word Of Mouth Is Less Important For Top-Line Growth Than You Think

Forrester IT

Many companies ask their customers “How likely are you to recommend us to a friend?” However, for most brands, advocacy — positive word of mouth — isn’t the key to revenue growth. Retention and enrichment matter much more.

Schema Evolution Patterns

Speaker: Alex Rasmussen, CEO, Bits on Disk

If you want to make your development team squirm, ask them about database schema changes or API versioning. Most development teams struggle with changing database schemas and updating API versions without breaking existing code. Alex Rasmussen is an expert in helping teams through these struggles. His talk will examine database schema changes and API versioning as two instances of schema evolution: how your systems respond when the structure of your structured data changes.

How To Pick The Right Partners To Accelerate True Digital Transformation

Forrester IT

Let’s face it, digital transformation efforts frequently over-promise and under-deliver. Many “transformations” fail to deliver on expectations simply because they are not really transformative.

How To 219

The Impact Of Learning On Your CX Transformation

Forrester IT

When Forrester asked business leaders what priority actions they’re taking to improve employee experience, the top response was increasing access to training and skill development.

Rome Was Not Built In A Day, And Neither Are Digital Businesses

Forrester IT

As I’m returning from the Eternal City, where I’ve had the chance to walk around Rome’s Baroque architecture gems and explore its awe-inspiring art collections, I cannot stop myself from reflecting on how much talent, courage, and leadership it took to transform and build such an incredible city.

5G In The Manufacturing Sector

Forrester IT

5G and Industrie 4.0 are a very powerful combination. Together, they can lift and shift the manufacturing sector to a much higher level of digitization, in particular by maximizing the mobility, flexibility, and versatility of production.

Mobile 214

Bake Your Values Into Your Design System — Takeaways From Clarity 2019

Forrester IT

Having a design system is now table stakes for companies that want to scale design, drive a consistent, seamless customer experience, manage design debt and technical debt, and free up designer time to solve new challenges — not re-invent the wheel.

System 196

Team Leadership in the Age of Agile

Speaker: Roy Osherove, Technology and Leadership Consultant

Why is implementing new frameworks, from SCRUM to self-organized teams, so much harder than understanding them? Roy Osherove has the solution. Tune in and learn to recognize what state your team is in, to support them accordingly, and to help them adopt the best practices given where they are today.

Are You Ready For AI And Automation?

Forrester IT

The Future of work is a constellation of innovations that address new or accelerating challenges for companies that aim to be customer-obsessed.

Build An Adaptive Workforce For Customer Obsession

Forrester IT

Henry Ford’s old dictum — “Any customer can have a car painted any color that he wants so long as it is black” — doesn’t apply in the age of the customer. Meeting customer desires and needs is paramount for success, but it’s getting harder to do so.

Cameras And Displays Sell Phones; Services Create Sticky Customers

Forrester IT

Apple held its annual fall product event in Cupertino, CA this morning. Apple continued to put forth exciting products AND services that will differentiate it from its obvious competition. age of the customer Apple consumer mobile devices

Apple 184

Will CEOs Honor Their Pledge? Here Are Five Ways Corporations Could Keep Their Commitments

Forrester IT

Last week, nearly 200 chief executives representing large American corporations pledged to fundamentally change the purpose of a corporation. Their goal is to redefine the role of business in society, pushing back against mounting criticism from both the left and right of the political spectrum.

Social 204

The Six Principles of Persuasion

Speaker: Michael Carducci, CTO, Mago:Tech

As senior tech leaders, we often fall prey to thinking that a “good idea” and logical case is sufficient to get the desired response and result. We might be trying to get our CEO on-board with investment in a new technology or a rearchitecture effort, or we might want culture or process changes by our team. Our “good idea” is simply the beginning. An idea must be communicated; a case must be made; and ultimately other people must be persuaded to get onboard. Michael Carducci brings a fascinating background to this webinar. He’s a technologist and regularly works to help senior leaders improve their results. He’s also a professional mentalist and has been a student of psychology, human behavior and the principles of influence for nearly two decades.

The NSW Government Embarks On A Bold Journey To Improve Customer Experience (CX)

Forrester IT

Weak Government CX Harms Mission Performance As customer expectations keep rising, governments around the world struggle to improve customer experience (CX).

Embed AI in your digital supply chain to win, serve, and retain customers

Forrester IT

It’s now just over 12 months since we first published research on Digital Supply Chain. Some Forrester clients have made progress with Integrated Business Planning and with Control Towers. And they are on the lookout for Blockchain opportunities.

Apple Puts the Promise of Health Innovation in the Hands of Consumers…Pun Intended

Forrester IT

“Today’s announcement carries our commitment to health even further by engaging with participants on a larger scale than ever before.”

Apple 179

Collective Bargaining: Your Biggest Risk In The Age Of The Customer

Forrester IT

Social media has created customer groups that coalesce around a brand — in effect, a union. They collectively can and will change your corporate policy. With collective bargaining, business as usual is no longer acceptable. Are you ready for the empowered, technically savvy, and motivated customer?

Best Practices for Micro-Services Management, Traceability and Visualization

Speaker: Robert Starmer, Cloud Advisor, Founding Partner at Kumulus Technologies

Moving to micro-services, or even working with distributed applications in a traditional environment, brings with it a host of interactions that are often difficult to understand. This session will provide an overview of service mesh, a review of the Istio service mesh itself, and dive into best practices and integration models for integrating the traceability model into a distributed application.

Does ABM Help Produce Better Revenue Results?

Forrester IT

Join me on a stroll down ABM memory lane? In September 2016, Forrester’s B2B Marketing and Sales research team published our first series of reports about account-based marketing. In November, we predicted that ABM would help boost B2B marketers’ customer obsession.

Survey 170

New CEO Pledge Opens A Big Door For EX Improvement

Forrester IT

Last week, Business Roundtable issued new guidance on the role of corporations, as it has periodically since 1978. This revision was significant for employee experience (EX) improvement efforts because, for the first time, employees are included as “important stakeholders” in the language.

196
196

Software Delivery Management: ERP for IT redux?

Forrester IT

I attended Jenkins World in San Francisco couple weeks back. One thing that stood out was CloudBees’ advocacy of a new market concept, Software Delivery Management (SDM).

Le Tote Buys Lord + Taylor — A Most Peculiar Way To Buy Growth

Forrester IT

The strangest retail news of the summer has been Le Tote’s “purchase” of the storied (but tired) department store Lord + Taylor.

Trends 188

VMware Signals The End Of “Endpoint” Detection And Response

Forrester IT

The acquisition of Carbon Black by VMware was a bit of a surprise to me, but once put into perspective it makes sense. In this blog, I make a few observations from a value perspective.

Vmware 207

Infrastructure Automation Platforms: Coopetition At Its Fiercest

Forrester IT

Why Infrastructure Automation? I used to kid around with my research director, Glenn O’Donnell, that my previous Forrester Wave™ evaluation on configuration management was the “Wave no vendor wanted to be in.” ” The term, while valid, is old.

The Importance Of Defining Event ROI In The B2B Marketing Mix

Forrester IT

“If a tree falls in a forest and no one is around to hear it, does it make a sound?” ” This question, first attributed to philosopher George Berkeley in 1710, raises questions about observation and perception.*

B2B 209

The Security Snapshot: Shaping The New Cybersecurity Culture

Forrester IT

All managers understand that both recruiting top talent as well as crafting a winning team and company culture is crucial to high performance. However, 22% of security decision makers note their team being understaffed as one of their biggest security challenges.

How To Incorporate AI Into Your 2020 Healthcare Strategy

Forrester IT

With 2020 on the horizon, leading healthcare organizations (HCOs) are starting their strategic planning. Forrester’s latest data shows more than half of healthcare purchase influencers are planning new or increased investment in AI tools over the next 12 months.

Jump From Burning Platform To CX Transformation

Forrester IT

In Academia we called it “publish or perish.” In Marketing we called it #StayRelevant. And in Business, it’s the “burning platform.” It’s the idea that people’s behavior is changing and competitors are taking the leap while you stay “safe” on a crumbling cliff.

Insider Threat Gets Its Own National Awareness Month

Forrester IT

The US National Counterintelligence and Security Center has deemed September to be National Insider Threat Awareness Month to increase awareness about insider threats. 2019 is the first year that we’ll be acknowledging insider threat during the month of September.

Survey 189

The CMO/CIO Paradox

Forrester IT

Over the past few years, countless articles have been published on the growing importance of CMO-CIO collaboration. Of course, it seems so evident that the relationship between CMO and CIO should thrive in a world imposed with such demand for innovation. Every business needs technology.

WATCH: How Marketplaces Are Disrupting B2B Tech Buying And Selling

Forrester IT

The idea of online marketplaces is not new. Especially on the consumer front. Yet in the enterprise IT world, they have developed with fits and starts.

B2B 182

Kicking Off Our New Research On Autonomous Finance: FORR/3 Video

Forrester IT

Forrester has recently kicked off some new research focusing on services and companies that make financial decisions and take action on behalf of consumers. You can take a very short survey on this topic here. I’m psyched to present here our first FORR/3 video episode on this topic (see below)!

Video 181

Data Science And Design Collide — There’s A Better Way

Forrester IT

Last August, a tweet from a data scientist reminding colleagues to get out of tables of data and talk to real people — you know, do qualitative research — went viral among these two constituencies.