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Royal Caribbean and EY Embark On A Digital Transformation To Put Cruising Back On The Grid

Amanda LeClair November 20, 2017

All companies face a new digital reality, where the accelerated pace of change today is the slowest it’s ever going to be. Partnering with EY, Royal Caribbean is taking on this challenge by transforming the once “off the grid” cruise vacation into a connected, tech-enabled experience. I recently attended the Sea Beyond event for a […]

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Predictions 2018: New Technologies Propel Software Development

Jeffrey Hammond November 8, 2017

These days every company is in the software business. Fast, iterative delivery of high-quality software means better customer engagement and higher satisfaction, so an effective development organization is more important than ever. But in 2018 software development leaders will face new opportunities and challenges as software technologies and platforms pivot into new areas where traditional […]

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Selecting an Emerging Technology? Let Forrester Help You With Our New Technology Portfolio

Carrie Johnson October 23, 2017

A new crop of emerging technology stands poised to unleash another cycle of raised consumer expectations, changing behaviors, and disruption. The stakes for business leaders are high — a wrong investment could put your firm out of business; make the right move and you’ll vault over your competitors.   Which tech should you bet on? Which […]

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Digital Services In Transition: Tech Services Acquisitions In 2017

Amanda LeClair October 23, 2017

Digital transformation is a business transformation.  To help orchestrate the associated cultural change, modernization of legacy technologies, and cross-functional organization structures, many companies seek help from a third-party services provider. Forrester data indicates that over 50% of services decision-makers have hired a management consultant or technology firm in the last 12 months. But the services […]

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Help Wanted: Data Innovation For The Data Economy

Jennifer Belissent, Ph.D. October 13, 2017

Thomas Edison once said, “The value of an idea is in the using of it.”  Today (many of) those “ideas” are data and the insights derived from them, and it remains true that their value is in how they are used. Simply put, data + use = value. Insights-driven companies use these data-derived insights in […]

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Another Mobile Feature Banks Should Offer: Subscription Management

Peter Wannemacher October 2, 2017

[this blog post was co-authored by Michael Chirokas] A year ago, Forrester published a report that listed Eleven Mobile Features That More Banks Should Offer. Unsurprisingly, our ongoing research continues to uncover new mobile services that belong on banks’ road maps. Recently, we came across another feature that several startups offer but that we haven’t seen […]

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Engagement Costs Aren't Being Tamed: What Customer Service Should Do

Kate Leggett September 26, 2017

Customers use an exploding number of communication channels to interact with a company, moving between them dependent on their context and preferences. They also use several channels at the same time – like web and phone – if it makes sense to do so. We know that customers use self service as a first point […]

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The Quest For The Holy Grail Of Team Messaging Apps: Finding Your Perfect Solution

Art Schoeller September 12, 2017

We’re seeing a significant challenge today in finding the right enterprise-level team messaging app that’s easy to use, compatible with a work environment, and combines various daily functions so employees don’t have to bounce back and forth between platforms or apps causing confusion. There’s quite a proliferation of team messaging apps in the market, and […]

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Move Big Data To The Public Cloud With An Insight PaaS

Brian Hopkins August 8, 2017

In five years you’ll be using Insight PaaS for big data in the public cloud. On-premise won’t be an option. Here is why. Cloud Is The Hottest Market For Big Data Technology The shift to the cloud for big data is on. In fact, global spending on big data solutions via cloud subscriptions will grow […]

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The Battle For Talent

Victor Milligan August 7, 2017

In last week’s episode of Forrester’s What It Means podcast, Marc Cecere and Jeffrey Hammond discuss today’s real and potentially dangerous gaps in talent — and how companies are making fundamental changes to strengthen their position in the market. Podcast Transcript Victor Milligan: Hi, I’m Victor Milligan. Jennifer Isabella: And I’m Jennifer Isabella. Victor Milligan: Your co-hosts for Forrester’s podcast What It […]

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Writing Code In Fly-over Country

Jeffrey Hammond August 3, 2017

As our clients know, I’ve been writing a lot about strategies for recruiting and retaining developers, and building shop cultures where they can thrive. In the U.S. we’re currently in a sellers market when it comes to development talent. According to the BLS, firms will need to find almost half a million developers between 2014 […]

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The End Of Flash

Jeffrey Hammond July 24, 2017

This morning, Adobe announced that it will end support for the Flash Player at the end of 2020. Over the past 20 years, digital firms have used Flash content for everything from clickable ads to games to interactive learning and rich internet applications. When I started at Forrester in 2006, Flash ran neck and neck […]

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Vendavo’s Acquisition of Endeavor Commerce Highlights A Shift In The CPQ Market

John Bruno July 11, 2017

Today Vendavo announced its acquisition of Endeavor Commerce. This move brings together Vendavo’s price management and price optimization capabilities with the configuration and quoting capabilities of Endeavor Commerce. You’re probably ready to ask me “John, there have been a lot of acquisitions in the CPQ space in recent years. What makes this one so different?” Well, […]

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Whither Indian IT?

Somak Roy July 7, 2017

The Indian media has been busy sounding the death knell for the US$150 billion IT and BPO services industry. Doom generates page views and can make for compelling reading, but do the facts justify the rising sense of despondency? Not quite, we believe. The retrenchments and the modest guidance are real. But they are neither […]

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Takeaways From The Forrester Wave For Customer Service Solutions For Enterprise Organizations, Q2 2017

Kate Leggett June 30, 2017

Consumers have more information, more choices, more access, and more power. But they don’t have more time. Customers want easy customer service experiences, that build emotional connections with the band – delivered as efficiently as possible. But enterprises struggle to deliver this kind of customer service because of the current state of customer service technology. […]

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Chatbots Mature Into An Enterprise-Class Customer Service Tool — Explore The Leading Vendors In This Market

Ian Jacobs June 29, 2017

Over the past year, Forrester clients have been brimming with questions about chatbots and their role in customer service. In fact, in that time, more than half of the client inquiries I have received have touched on chatbots, artificial intelligence, natural language understanding, machine learning, and conversational self-service. Many of those inquiries were of the […]

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The Forrester Sales Force Automation Wave Marks A New Era In Sales Technology

John Bruno June 27, 2017

The CRM market is mature and the subsection of that market focused on sales, sales force automation (SFA), is even more mature. This market has lumbered along for the past 20+ years, but the dynamics between buyers and sellers today has brought upon the need for a new evolution. We’ve included 10 vendors in the […]

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Two Technologies That Customer Service Organizations Use To Build Emotional Connections

Kate Leggett June 19, 2017

Today customers use self-service for straightforward interactions, leaving complex issues like account closure or claims disputes for a phone conversation. These questions often take longer to resolve and are opportunities to build positive customer relationships. Customer service organizations must look out for customers' best interests and support their emotional state. Take the example of Delta […]

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On An Agile Scaling Journey? Take Our Survey To Find Out How You Are Doing

Amanda LeClair June 13, 2017

This year I’m excited to be teaming up with Diego Lo Giudice on the biannual Forrester Agile At Scale Adoption Survey. For the 2017 study, we’ve added a few more questions in areas that we see organizations struggle with. So in addition to successful Agile team practices, alignment with business stakeholders upstream and downstream with […]

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Cognitive Search Is The AI Version Of Enterprise Search

Mike Gualtieri June 12, 2017

Written by Emily Miller, Senior Research Associate Stop Wasting Time More than half (54%) of global information workers are interrupted from their work a few times or more per month to spend time looking for or trying to get access to information, insights, and answers. The problem: Old keyword-based enterprise search engines of the past are obsolete. […]

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