Thu.Aug 08, 2019

Customer Effort: How To Measure It Right

Forrester IT

How do you measure customer effort? Most customer experience (CX) pros use surveys. While the question text and scale they use can differ, the resulting score measures the level of effort. But we need to move beyond only measuring the level of effort.

How To 211

10 Oil and Gas Trends to Watch in 2019


Global oil and gas markets are poised between two competing drivers — rising pressure to decarbonize energy provision and increasing demand for energy in developing economies. Oil and gas executives must find new ways to maintain competitiveness and growth. Digitalization is today well-established among oil and gas organizations,” says Simon Cushing , Senior Director Analyst, Gartner. “By

Trends 144

Translating Security For Small Business

Forrester IT

This week is BlackHat. The annual Hacker Summer Camp as many folks call it. And this year is the first year in 14 years I haven’t been there. This year I intentionally took an opportunity to punt on Hacker Summer Camp. Why?

Why an online, global workforce could be the future of construction


The talent shortage in architecture and engineering is huge.

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.

Laud Your Whistleblowers Or Pay The Price

Forrester IT

Companies that don’t take ethical behavior seriously face lasting brand damage, fines, and years of enforcement actions with ongoing lawsuits. However, companies that operate at a high moral and ethical level engender trust among their customers and are rewarded in profitability.

More Trending

Is It The End Of Facebook And Twitter Marketing Partners? Not So Fast

Forrester IT

In perhaps one of the few (only?) times that Twitter is grateful not to be the size and scale of Facebook, Inc., it announced this week that it “accidentally” shared user data with third-party measurement vendors and advertisers against users’ wishes.

5 Powerful Ways to Market Your IT Business


Information Technology Blog - - 5 Powerful Ways to Market Your IT Business - Information Technology Blog. Whether you’ve just launched your own company or you’re a long-term business owner, there is always room for improvement, especially when it comes to the marketing and advertising side of things.

European Digital Advertising Gets Knocked Down But Gets Back Up Again (Kind Of)

Forrester IT

European digital advertising has had a challenging year thanks to GDPR, EU fines, and social media scandals. Growth in digital advertising spending is decelerating, and adtech providers are rethinking their European advertising businesses.

How to Use Digital Textbooks in the Classroom


The use of digital textbooks in classrooms is growing in the face of the easy availability of smartphones and the Internet.

3D 63

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.

Salesforce Buys ClickSoftware To Bolster Its’ Field Service Offering

Forrester IT

Salesforce continues its fast and furious acquisition spree by picking up ClickSoftware for $1.53B to beef up its field service capabilities. Field Service is a rapidly growing area in CRM. Growth is fueled by the demand for (1) differentiated customer experiences which extends to a field worker showing up at a customer or a work […]. age of the customer customer service solutions


HPE Emerges to Rescue MapR Customers

Information Week

HPE will expand its data and analytics portfolio through its acquisition of embattled Hadoop pioneer MapR

Data 84

Use Forrester’s Customer Service Wave To Guide Your Product Selection

Forrester IT

Not all customer service vendor solutions are a good fit for your organization, and choosing the right one depends on the number of agents you have, your growth projections, your business model, the type of industry you are in, and whether you are looking for a standalone customer service solution or one that is part […]. age of the customer customer service solutions CRM customer service CX

Verifying SCCM package has updated the content on the distribution point

Mick's IT Blog

One of the things I have wrestled with over the years of using SCCM is verifying if the package on the distribution point contains the new content after updating the distribution point(s).

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.

Zero Trust In Action

Forrester IT

Watch this video to see what happens when a threat attacks a Zero Trust environment compared to a perimeter-based one. cybersecurity security & risk zero trust promoted video

Video 144

Improve Digital Maturity by Pursuing “Hybrid Truth”

Future of CIO

Digital organizations are all about information savvy, adaptation, innovation, people-centricity, high-performance, and speed. They are expanding both horizontally and vertically.

Last-Mile Delivery: eCommerce’s Future Depends On Innovation In Package Delivery

Forrester IT

15 billion — that’s how many eCommerce orders were delivered last year to customers in the US. Not only are the costs of these shipments increasing, but many of those deliveries are inefficient and generate negative externalities for communities (think clogged roads, for starters). For my new research, “The US Last-Mile Landscape Today,” we interviewed […]. age of the customer omnichannel customer experience online retail

Communication Competency

Future of CIO

Communication is the key to improve leadership effectiveness and improve business fluidity.

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.

Employee Spotlight: Joel Lopez

Linux Academy

Designing the user experience, empathy first. When any team member joins us at Linux Academy, they have very high expectations to meet. Of course, the usual qualifications like a fitting degree and background have to be met. But beyond that, there’s a critical factor that determines who is brought into this unique team of tenacious, learner advocates. This ‘X factor’ isn’t just what we expect in our staff, it’s what we see in every one of our learners.

Linux 11

The Weekly Insight of the “Future of CIO” 8/9/2019

Future of CIO

Blogging is not about writing, but about thinking, brainstorming, innovating and sharing. The “Future of CIO” Blog has reached 3 million page views with 5900+ blog posting in 59+ different categories of leadership, management, strategy, digitalization, change/talent, etc.