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”.

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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.

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.

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An Adult Conversation About Estimates

Speaker: Beekey Cheung, Software Consultant, Professor Beekums, LLC

Estimates are a contentious topic in software development. Most of our development teams hate providing estimates and many managers are starting to view them as unnecessary. As senior software leaders, how can we determine whether estimates are helpful or harmful to our teams? We are excited to be joined by Beekey Cheung, a software consultant and blogger known as Professor Beekums, who has helped many leaders and teams go from fearing estimates to using them appropriately. He'll walk us through the value of estimates, how to overcome the hesitancy many have in giving them, and how to provide better estimates.

Customer Experience Index Reveals Brands Lack Human Connection

Forrester IT

Forrester’s 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers.

Seeking Magic Moments – Why It’s Time to Tune Up Your Digital Experience Stack

Forrester IT

The legendary R&B singer and songwriter Ben E. King got it so right in the Drifters 1960 recording of “This Magic Moment.” The song is timeless because it tells a classic tale of a first kiss. And also captures a moment in time in words and song that reminds us of the power of storytelling, […].

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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.

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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.

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.

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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.

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.

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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.

McDonald’s creative shift is a blow to the future of creativity

Forrester IT

Yes, W+K produces the industry’s most iconic work. Yes, McDonald’s appointing W+KNY lead creative agency is a major accolade. And, yes, its a blow to the future of creativity.

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.

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.

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).

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?

The Future Of Work Is An Adaptive Workforce

Forrester IT

To Build An Adaptive Enterprise, Build An Adaptive Workforce The future of work isn’t something that happens to you — it’s something you create for your company and your own career. Unfortunately, C-level technology and business leaders are often uncertain on how to do it.

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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.

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.

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.

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The Taming of the SKU: Dynamic Pricing Helps Retailers Reduce Food Waste And Increase Profit Margins

Forrester IT

Although I didn’t know it at the time my visit to the 2015 Expo in Milan was a foreshadowing of my current food tech research.

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Financial Service Firms Need To Stop Thinking Like Retailers On Personalization

Forrester IT

Many financial services firms say that they are already delivering on personalization and view improving their personalization capabilities and technology further as a top priority.

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.

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Architect Your Organization for Effectiveness, Productivity, and Joy

Speaker: Ron Lichty, Consultant: Interim VP Engineering, Ron Lichty Consulting, Inc.

As a senior software leader, you likely spend more time working on the architecture of your systems than the architecture of your organization. Yet, structuring our teams and organizations is a critical factor for success. In fact, the impact of software architecture parallels the impact of organizational structure. We are excited to welcome Ron Lichty, co-author of a seminal book on managing software teams and a well-known speaker, he’ll speak to organizing for effectiveness, productivity and joy.

IoT And Blockchain: Are We There Yet?

Forrester IT

The internet of things (IoT) and blockchain. They should go together like strawberries and cream, right?

Are Outdated Core Applications Holding You Back?

Forrester IT

You’ve been building flashy mobile apps, creating wonderful systems of engagement to improve customer experience, but your digital program still has not delivered. Because you’ve neglected the modernization of your core systems.

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.*

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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.

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.

How To Become Self-Aware of your B2B eCommerce Digital Maturity

Forrester IT

Nearly half of businesses are digital beginners. The other half are eating their lunch. Find out where you stand and what you need to do to defend yourself. The B2B C-suite is demanding you accelerate your digital transformation.

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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.

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.

Data literacy matters. Do we have to spell it out?!

Forrester IT

In the words of Thomas Edison, the value of an idea lies in the using of it. Yeah, I’ve used that quote a lot to talk about the value of data. Data isn’t inherently valuable. But when you use it to better understand customers or to identify bottlenecks in a process or to detect fraud […].

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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).