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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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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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.

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.

The Cost Of Losing Creativity

Forrester IT

Agencies’ creative perspective, the very currency of the business, is at risk and can only be realized by shifting billions from tech to fund creative differentiation. The value of agency creativity is at risk of disappearing.”

The Rising Tide Of Ransomware Requires A Commitment To Best Practices

Forrester IT

Last week, the United States Conference of Mayors adopted a resolution against paying ransoms. What’s interesting about this is by creating what is essentially a vertical front of communities against ransomware. It may well disincentivize attackers from targeting US towns and cities.

Tap Consumer Energy To Drive Sustainable Innovation In Singapore

Forrester IT

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Design Thinking Can Deliver an ROI of 85% or Greater

Forrester IT

The Benefits of Design Thinking Are Quantifiable and They’re Compelling By Ryan Hart (Principal Analyst, CX) and Benjamin Brown (Senior Consultant, Total Economic Impact) Design thinking has historically enjoyed “blind support” among executive leaders based on its perceived value.

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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.

You Need A Design System — Here’s Why

Forrester IT

A recent study on design maturity from InVision revealed something really interesting: that design team size is not predictive of a design team’s maturity. That is, it’s possible to dedicate a lot of headcount to design but still see limited benefits on business outcomes.

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Understand The Location Intelligence Tech Landscape And Get Over Your Maps

Forrester IT

Our most recent location intelligence (LI) research takes a deep dive into the LI landscape. The report titled, “Now Tech: Location Intelligence Technologies, Q3 2019,” analyzes 34 different players in the location intelligence market.

Do Your Company’s Research Practices Lead To Better Decision Making?

Forrester IT

“Understand your customers! Do research!” Anyone who has even paid even a passing glance to the world of CX and UX over the last decade has surely heard this mandate is one form or another.

Prioritize Customer Value, Not Just Customer Experience

Forrester IT

The Six Principles of Persuasion

Speaker: Michael Carducci, Tech Leader, VUE Expert, and Full Stack Developer

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.

Customers Value Sustainability — Brands And Retailers Must, Too!

Forrester IT

Is it just us, or is the conversation about retail social and environmental impact getting louder? My colleague Luis and I are certainly hearing a lot more about it.

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Value For Customers: The New Frontier For CX Professionals

Forrester IT

Most firms love to talk about the value of customers but don’t get value for customers right. That’s ironic because customers that get value create business value in return by increasing profitability and market share. Academia has written about value for customer for decades.

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AutoML Is A Must-Have For Scaling Machine Learning Across The Enterprise

Forrester IT

Whether you want to empower non-data scientists to build predictive models or boost your existing data scientists’ productivity, automated machine learning (autoML) solutions can help every organization looking to scale their use of machine learning.

After A First Date, Would Your B2B Website Get A Second?

Forrester IT

More than 500 B2B marketers told Forrester their company’s website is the most effective demand generation tactic for building awareness and increasing consideration.[i]

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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.

The Security Snapshot: Forrester Time Machine

Forrester IT

At Forrester, it is our goal to be ahead of the market trends so we can advise clients what is to come and how they should prepare. Each year, we publish a series of predictions reports about what be of primary concern for various roles over the course of the year.

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Marketing Is All About Moments: Don’t Wait For Them; Create Them

Forrester IT

(Dave Novitzky contributed to this blog.) Marketers’ attempts to profile, segment, and model customers implies that consumers are static and can be fully defined, but they are anything but.

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The Forrester Wave™: Loyalty Service Providers, Q3 2019 Is Now Live

Forrester IT

Consumers are connected, empowered, and experimental. And loyalty programs aren’t as effective at driving emotional loyalty as marketers would like: Less than half of consumers agree that programs make them feel more loyal to a brand. This reality makes loyalty harder than ever to earn.

Recruiting Market Update: Top 3 Things to Know About iCIMS Acquisition of Jibe

Forrester IT

In case you’ve been keeping score, you know the Recruiting market has been evolving rapidly. A slew of new marketing oriented, AI-fueled innovations to improve candidate experiences, boost the quality of talent acquired, and reduce overall recruiting costs has blossomed.

Hot or Hype: The Top Retail Tech Investments For 2019

Forrester IT

In today’s increasingly competitive retail market, every technology initiative is pitched as do-or-die. So how do you make smart decisions about which technologies to invest in, to start testing, or to forego?

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New Research: What Blockchain Means For Advertisers

Forrester IT

Today’s big brands have come to grips with a new advertising reality: Finding and successfully engaging with their best prospects and customers is more complicated than ever. But it’s not just rapidly changing consumer behavior that’s to blame.

Goodbye Smart, Hello Insights-Driven: Insights-Driven Cities Deliver Effective Governance

Forrester IT

I’ve always struggled with the term “smart city.” The word “smart” can mean a million different things. Getting smart with someone isn’t necessarily a good thing — as in a mother admonishing a child, “Don’t get smart with me!”

How To Prepare For The Coming Recession

Forrester IT

How To Prepare For The Coming Recession: Become An Adaptive Enterprise Recessions are notoriously hard to predict; the timing, severity, and characteristics of recessions are often missed, even by top economists.

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Digital Process Automation: An Important Part Of Your Digital Transformation Strategy

Forrester IT

Driving successful digital transformation will require developing a lot of software – much more than we’ve ever had to in the past. One strategy is to use a digital process automation solution with strong low-code development tools to meet the demand. age of the customer

The Canada Customer Experience Index, 2019: Canada’s Best Year Yet

Forrester IT

Modest Gains Amidst Stagnation Give Canadian CX Its Best Year Yet Forrester’s 2019 Canada Customer Experience Index (CX Index™) reveals that the overall quality of the Canadian customer experience rose by 1.2 points, to 67.2.

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How CIOs Can Internally Drive Their Shift To #DigitalTransformation Driver

Forrester IT

#CIOs who are looking to be the agents of #DigitalTransformation but aren’t perceived that way can overcome this — by taking a few key actions. And to learn more, read myself and David Johnson’s latest #Forrester report.

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Adaptive Enterprises Are Growing At 3x Faster Than Competitors

Forrester IT

Firms need a new formula for success to stay competitive in the age of the customer – agility is not enough. We see many CIOs, and their teams, doubling down on agility as a means to cope with the accelerating pace of business.

How 100+ yr old firms stay relevant

Forrester IT

As we’ve reported prior, the majority of legacy Fortune 500 firms are no longer market leaders because their focus remains on protecting their traditional business in this era of digital transformation.

Navigate Forrester’s Data Economy Research

Forrester IT

It’s not hard to see the signs that the data economy is heating up. Virtually all decision makers want to be insights-driven. They mine their own data, yet increasingly they want incremental insights that drive further differentiation and competitive advantage.

Employee Engagement And Cultural Transformation Drive Customer Experience

Forrester IT

Employee engagement is critical for customer experience. age of the customer culture digital transformation employee engagement employee experience human resources management applications