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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Business Agile: A Roadmap for Transforming Your Management & Adapting to the VUCA Environment

Speaker: Peter Taylor, Speaker/Author, The Lazy Project Manager

Businesses everywhere are trying to “get business agile”—but it’s not easy to adapt to becoming this adaptive. How can conventional organizations succeed in this transformation? In this webinar, Peter Taylor will walk through the change process step by step, and look at a tried and tested transformation roadmap: benefits are outlined, solutions to common challenges offered, and tried and tested methods and tools provided. It will be a guide towards a decentralized and management style that offers more successful decision making through collaboration.

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.

Retailers, Prepare Wisely: DDoS Remains A Holiday Threat

Forrester IT

A distributed denial of service attack can turn a retailer's holiday season from merry to miserable. Learn how to protect yourself. age of the customer holiday retail security & risk DDoS ecommerce Holiday

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There’s Just One CX Metric That Matters To Your C-Suite – But You’re Not Reporting It

Forrester IT

I’d be doing you a massive disservice if I didn’t tell you that the one CX metric you must report to your CEO and the rest of your C-suite is not NPS. It’s also not Level of Effort, CSAT, or even Forrester’s beloved Customer Experience Index. It’s: $ I feel compelled to point this out […].

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Making Journey Maps Useful: CX Measurement Edition

Forrester IT

Of course you should use journey maps to define CX metrics — it’s the only way to define outside-in CX metrics that: Capture important pain or peak points. Measure the right CX drivers. Align operational metrics with customers’ expectations (e.g., how you measure delivery times).

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The 64 Best Channel Podcasts Of 2019

Forrester IT

By Jay McBain and Rob Spee If you haven’t listened to a podcast yet, you’re now in the minority. According to Podcast Insights, 51% of the US population has listened to at least one podcast. Since the first podcast came on the scene in 2004, there are now over 750,000 podcast shows with […].

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More Effective Agile Leadership

Speaker: Steve McConnell, CEO, Construx Software

In this talk, Steve McConnell, CEO of Construx Software, distills hundreds of companies’-worth of real-world experience into the proven Agile leadership practices that work best. Steve will seamlessly thread together traditional approaches, early Agile approaches, modern Agile approaches, and the principles and context that underlie them all—creating an invaluable resource for Agile leaders, their teams, and their organizations.

What I See Coming For The Channel In 2020

Forrester IT

Preparing for this years list of future channel trends has been an immersive experience to say the least. In 2019, I was able to talk to 497 companies one-on-one about their channel strategy and programs, including 130 of those face-to-face.

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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, […].

B2B 366

Enterprise Security Vendors Need An Infusion Of Open Source Culture

Forrester IT

This week, I attended IBM’s fifth annual Security Summit in New York City, an exclusive event for a who’s who of IBM’s security customers.

Hot DAM! Top Vendors In Our New Wave

Forrester IT

I’ve been there just like you. As a content creator before Forrester I produced 3,000 videos and managed my assets like you probably do–or did. Content was across multiple hard drives, FTP servers, personal cloud storage, and wherever else it might land.

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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.

Yet More DevOps Trends (2020)

Forrester IT

So, we issued our 2020 DevOps predictions. We were limited in number and format and there were a lot of great ideas. Here are some of the additional trends Forrester is tracking in DevOps for 2020: The end of plan/build/run and stage gates.

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B2B Marketing And Sales: Combat Digital Sameness With Video

Forrester IT

Video has incredible power for B2B marketing and sales to deliver lots of information in a small, engaging package. Join me and my colleague Cheri Keith at TechX for our session, “Switched On: Four Must-Have Video Technologies,” to find out how to supercharge your campaigns.

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Predictions 2020: IoT Expansion Brings Even More Change

Forrester IT

Business use of the internet of things continues to expand. Read Forrester's predictions on what to expect from the IoT market in 2020. age of the customer internet of things (IoT) IOT platforms IoT security prediction promoted

A Deeper Dive Into Forrester’s Sales Enablement 2020 Predictions: A Conversation With Caroline Robertson (CR) And Mary Shea (MS)

Forrester IT

In October 2019, our team published its Predictions 2020: B2B Marketing And Sales, and in late December we recorded Webinar: B2B Marketing And Sales Predictions 2020: A Conversation With The Analysts Who Made Them.

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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.

Can You Deliver A Great Partner Experience Without Great Onboarding?

Forrester IT

With the influx of new channel partner types across the ecosystem, moving them quickly and efficiently from recruitment to productivity relies on automated and scalable onboarding technology.

B2B 191

Predictions 2020: Cloud Computing Sees New Alliances And New Security Concerns

Forrester IT

In 2020, the cloud computing market will sees interesting new alliances and face new security concerns. Read Forrester's 2020 cloud predictions to find out more. age of the customer cloud computing cloud security prediction private cloud public cloud promoted

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When Websites Come Down, Twitter Blows Up And Marketing Wins

Forrester IT

Sites crash, especially when a new product launch creates a massive leap in traffic compared to usual demand. Two sites notably crashed recently – startup Jeffree Star Cosmetics and veteran brand Pringle’s.

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Elements Of Reputation: Traits That Indicate A Thoughtful Tech GTM Strategy

Forrester IT

How do you build reputation? How do you gain trust and sustain it? These questions are as fundamental for every organization as it is for every individual personally. Trusting a company is even more critical from a buyer perspective.

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.

No Testing, No Artificial Intelligence !

Forrester IT

AI is being infused into new and classic software everywhere. However, only one-third of developers claim to know how to test AI-based systems.

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.

Decade Retrospective: Cybersecurity From 2010 To 2019

Forrester IT

The Decade Cyber Went Mainstream Yes, technically, decades begin in years that end in one, but it’s easier to say the 2010s than the 2011s. Prior to 2010, cybersecurity was an insular domain. No one really cared, until something they were using didn’t work.

Meet Your New Threat Intelligence, Vulnerability Management, And ICS Research Analyst

Forrester IT

This month, I joined Forrester’s security and risk research team as a senior analyst covering cyber threat intelligence, digital risk protection, vulnerability management, and industrial control system (ICS) security. I am excited about joining the team and expanding Forrester’s existing research in threat and vulnerability management and securing the control systems that keep our manufacturing facilities, critical infrastructure, and communities safe and productive. In my opinion, […].

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.

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.

My Favourite Things (security related) Of 2019

Forrester IT

Every year in my personal life with my mother & sisters, we like to celebrate products, lessons learned and life hacks that we discovered throughout the year (yes, geek alert!). This year, I’m doing it with all of you in my professional life.

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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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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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.