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Channel Software Tech Stack (2019) — INFOGRAPHIC

Jay McBain November 22, 2018

(CLICK FOR HIGH RES) The channel technology stack is a group of technologies that brands leverage to manage and improve their indirect sales processes and partner programs. Often, the focus of channel technologies is to make difficult processes easier, automate workflows, measure multi-tier activities, and drive more efficient spending, coverage, and partner communication. The channel […]

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Farming Innovation And Climate Change Adaptation

Stephanie Balaouras 19 hours ago

Every company will face disruption from new market entrants and innovations that seek to solve some of the world’s most difficult issues. To get a sense for the potential impact of such innovation, a new Forrester report, “Disruptive Innovations Are Happening In Every Industry” by James Staten and Michele Pelino is a must-read for CIOs […]

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Get Ready For Edge Computing's Rise In 2019

James Staten 21 hours ago

Every company needs edge computing on its technology road map starting in 2019. While many of you may see edge as exclusive to IoT, its value is much wider and will prove as critical to driving up customer experience as content delivery networks (CDN) were in the early days of the web . . . […]

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Predictions 2019

The year that transformation goes pragmatic.

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Help Rogue IT Go Legit With Citizen Development Platforms

John Rymer 3 days ago

Meet Ray. He’s the director of loan operations at a bank — and he’s running out of patience. It takes ages to process customer requests, find customer info, and decide on loans. His team is doing the best it can but is demoralized by poor customer reviews and lost deals. After asking central IT for help, […]

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IBM Goes All In On Cloud And Sends Collaboration And Experience Products To HCL

Allen Bonde 3 days ago

IBM’s journey to rebalance its enterprise software portfolio around areas such as AI, hybrid cloud, and supply chain shifted into high gear with an agreement to sell a group of its collaboration and experience products to HCL Technologies for $1.8 billion, as announced on December 6. The products involved in the deal are: Notes, Domino, and Connections for collaboration, Appscan and BigFix in the security arena, plus several […]

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The TV Industry Is Stumbling Toward Customer Centricity

Joanna O'Connell December 5, 2018

I’ve just returned from a few days in the sun, having once again participated in Beet.TV’s annual Beet Retreat. (Wonderfully, we returned to Puerto Rico this year.*) The theme was “It’s Consumer-First in TV Land,” which I really hoped the conference would pay off on. Why? Well, we know that consumer attitudes about advertising are […]

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Video Drives Online Display Advertising Spending But With Some Limitations

Meenakshi Tiwari 8 hours ago

Online video offers marketers and media firms an immersive and interactive form of communication with targeted user groups. Google is constantly refining its content acquisition and delivery tools to grow its YouTube revenue. Three Chinese digital giants — Baidu, Alibaba, and Tencent (BAT) — are investing aggressively on their online video platforms, namely Baidu’s iQiyi, […]

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Fulfillment, Not Happiness, Makes A Great Employee Experience

What It Means 9 hours ago

Happiness is not the prerequisite for productivity. As Principal Analyst Sam Stern explains, fulfillment and productivity are intertwined, and employee empowerment fuels both. Featuring: Sam Stern, Principal Analyst Show Notes: Productivity is not the same as busyness. Employees are so often bogged down by mindless tasks and unnecessary meetings that outcome-oriented priorities are obstructed from […]

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Robotics Quotient — Maximize Value From AI And Automation Investments

J.P. Gownder 2 days ago

AI and automation have risen to the top of CIOs’ agendas, but most companies aren’t prepared to recognize the full value from their investments. While they’ve spent money on technology, they haven’t invested enough in fundamentals — the people, leadership, and organizational structures that will drive success. Learn how our RQ (Robotics Quotient) model helps clients […]

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Coupa’s Acquisition Of Hiperos Adds To The Suites Vs. Portfolios Vs. Best-Of-Breed Debate

Duncan Jones 3 days ago

Clients often ask me, when they are selecting an ePurchasing product such as eProcurement, whether they should choose the best product in that category or look for a vendor that also offers products in related categories such as contract lifecycle management (CLM) and supplier risk & performance (SRPM). My answer is that it’s a tradeoff, […]

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“Crap” Content Continues To Describe B2B Marketing — Don’t Let It Describe Yours

Laura Ramos 6 days ago

In 2013, Doug Kessler and the crew at Velocity Partners published “Crap: the single biggest threat to B2B content marketing” — a work of thought leadership genius that I still tell marketers to read today. In just 50 PowerPoint slides, Velocity Partners explains why the current deluge of marketing “content” won’t serve buyers and what you […]

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Trends In Marketing Measurement You Need To Follow In 2019

Jim Nail 7 days ago

Marketers are held to an ever-higher standard of accountability to ROI and business impact. But many marketers struggle to meet these expectations, hampered by long-established habits and lack of knowledge about new data- and analytics-enabled measurement approaches. In this short video, I take apart these misperceptions, describe trends that leading marketers have pioneered, and point […]

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There's No "Data Strategy" — Align Insights Priorities To Your Business Strategy

Jennifer Belissent, Ph.D. December 6, 2018

Greetings from sunny but cold Orlando, where the inaugural Forrester Data Strategy & Insights Forum just wrapped up. During the event, I spent time with a seasoned data professional who joined me as a panelist in my session and who took advantage of the wealth of wisdom dispensed in keynotes and deep dives throughout the event. […]

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Video: Busting The Two Myths Of Low-Code Platforms

John Rymer December 6, 2018
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Video: Why Everyone Needs To Know About Low-Code

John Rymer December 6, 2018

View the next video in the series: Busting The Two Myths Of Low-Code Platforms

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A Seat At The Table: How CX Leader Navy Federal Builds A Culture Of Member Obsession

What It Means December 6, 2018

For three years running, Navy Federal Credit Union has been the top-ranked multichannel bank in Forrester’s CX Index. In this podcast episode, Navy Federal’s SVP Pam Piligian explains the customer experience strategy that drives the bank’s member obsession.  Featuring: Pam Piligian, Senior Vice President, Navy Federal Credit Union Show Notes: Navy Federal Credit Union has been the No. […]

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Quantifying Vendor Efficacy Using The MITRE ATT&CK Evaluation

Josh Zelonis December 5, 2018

I’ve been extremely excited about the MITRE ATT&CK evaluation since it decided to open it up to vendors earlier this year. The endpoint detection and response (EDR) market represents the direction of endpoint security, yet the state of endpoint efficacy testing has been underwhelming. • Antimalware testing has become a standard part of the endpoint […]

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The Future Of Mobility Is Data, Not Cars

Lorenzo Introna December 5, 2018

Having worked in and with the automotive industry for around 25 years, the challenges that OEMs face given their size and structures often inhibit the business agility needed to provide lasting customer value in an age of digital disruption. The focus has always been more skewed toward the product experience and product features and defining […]

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DAM Or Web CMS? Part 2: Find Out Which DX Technology You Need For Workflow And Delivery

Nick Barber December 4, 2018

In the second part of our series, we take a look at workflow and delivery and where digital asset management and web content management systems excel. If you haven’t seen the first part of our analysis, make sure you check it out. Do you need more help? Forrester clients can set up an inquiry with […]

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Emphasize Emotion In Your Holiday Customer Service

Ian Jacobs December 4, 2018

This blog post is part of Forrester’s Holiday 2018 retail series. As the holidays approach and the post-holiday return rush quickly follows, a few things will occur simultaneously: Hundreds of millions of customers will make purchases, total holiday retail sales will push the $720 billion mark, and millions more will send odd, ill-fitting, or unwanted gifts […]

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Competition Heats Up In Banking Transformation Services

Oliwia Berdak December 4, 2018

After a few quiet years, Thought Machine, the fintech behind a new core banking platform called Vault, is stealing the limelight, first with its announcement of a strategic partnership with Lloyds Banking Group, then with a similar partnership with the digital bank Atom. And today we’ve learned about another partnership, this time with IBM. We […]

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Mapping: The Power Hidden In Plain Sight

Ted Schadler December 4, 2018

I’ll bet you know that Google is reinventing mapping from the ground up, swinging for the stars with layers of data, intelligence, and real-time insight. But I bet you didn’t know that there’s a US three-letter agency dedicated to maps . . . or that we’ve already identified 109 mapmakers and vendors of one kind […]

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Do Cities Need A “Smart City Platform”?

Jennifer Belissent, Ph.D. December 3, 2018

Do cities need a “smart city platform”? It depends. Clients have been asking Forrester about our thoughts on new IoT-enabled smart city platforms launched by vendors focused on transforming city government infrastructure and applications. To answer that question, we set out to understand when and where cities might need one, and how to decide which […]

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Hello, Indian Brands: Your CX Report Is Here

Amit Bhatia December 3, 2018

Dear Brand, It’s that time of year again. As we do each year, we went out and asked your customers what they think about the experiences they had with you, and the results are in. Forrester’s The India Customer Experience Index, 2018 report is out! This year, we covered the following industries and brands, surveying […]

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Marriott Breach: Starwood Hacker Gains Access To 500 Million Customer Records

Jeff Pollard November 30, 2018

Another Friday, Another Breach Announcement Today, Marriott announced that it uncovered four-plus years of a previously unknown, unexpected, and unauthorized data breach that includes travel details, passport numbers, and credit card data. Five hundred million customers found out this morning when Marriott announced a multiyear breach dating back to 2014. Longstanding defects in Starwood’s database and network […]

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HCOs Need To Double Down On Virtual Care And Interoperability In The Post-CVS–Aetna Era

Annalise Clayton November 30, 2018

Shifts in consumer lifestyle and expectations have given innovators the opportunity to enter the healthcare space and capture market share with their modern, enhanced patient experiences. Instead of standing on the sidelines, CVS and Aetna have banded together to compete with healthcare disruptors. Today, CVS and Aetna finally closed their long-expected merger ringing in at […]

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