Firms Seek To Integrate Digital Experience Technologies To Drive Business
|
|
- Lucas Burns
- 6 years ago
- Views:
Transcription
1 A Custom Technology Adoption Profile Commissioned By Sitecore Firms Seek To Integrate Digital Experience Technologies To Drive Business Introduction In the age of the customer, it is more crucial than ever before for companies to provide a unified experience that bridges the various touchpoints customers use to engage anytime and anywhere. But as customer devices and channels proliferate, many firms rely on disparate and often channelspecific technologies. As a result, these companies risk providing disjointed, unsatisfying, and even alienating interactions. Therefore, forward-thinking companies with an eye on orchestrating cohesive digital experiences to win, serve, and retain customers are thinking beyond traditional web content management (WCM) systems. Instead, such firms are adopting more holistic experience management technologies that better fit not only their business objectives, but also the nonlinear paths today s customers take between business discovery and product purchase. In November 2014, Sitecore commissioned Forrester Consulting to evaluate the adoption of technologies that support digital experience delivery. To do so, Forrester leveraged data from its Business Technographics surveys and supplemented that data with a custom survey of 54 US business technology (BT) decision-makers with oversight of digital experience investments and/or implementations. February 2015
2 1 Rising Customer Expectations And Mobile Priorities Pressurize Business FIGURE 1 Rising Customer Expectations Pressurize Most Firms Corporate Strategy Customers have become increasingly powerful and demanding as technology gives them tremendous information power of choice, research, and even price. Subsequent metamorphoses in the strategies of firms that seek to win, serve, and retain these customers include: Investments fueled by rising customer expectations. Consumers now use a myriad of touchpoints across journeys that are anything but linear when interacting with companies. What s more, these interactions are 1 increasingly digital in nature. As these ways of evaluating and purchasing products and services become more and more table stakes, it s incumbent on firms to provide the digital capabilities their customers expect. It s no surprise, then, that addressing rising customer expectations and creating strategy for digital technologies rank as the top two initiatives among enterprise BT services decision-makers (see Figure 1). An emphasis on mobile priorities. Mobile has become a critical need. Global smartphone penetration is forecasted to grow from 28% in 2013 to over 50% by 2017, and the worldwide tablet installed base grew by a 2 staggering 42% in In response, firms must enable the anytime, anywhere capabilities to meet the rising expectation of customers to be served in their mobile 3 moments of needs. Business and marketing strategy transformation. Sixty-three percent of enterprise BT services decisionmakers ranked the creation of a comprehensive digital marketing strategy as a 4 or 5 on a five-point scale of importance. Consider, in addition, that a majority (56%) said the same for a major business transformation, which Forrester defines as consisting of fundamental changes in business systems, processes, roles, and culture, and the implications of the confluence of these factors is plainly clear. Digital Experience Technologies Offer A Solution The role of good digital experience in meeting the needs of increasingly discerning and always-addressable customers is apparent in itself. The benefits realized by the firms we Base: 368 US enterprise BT services decision-makers Note: Answers of 1 through 3, inclusive, are not shown. Source: Business Technographics Global Business And Technology Services Survey, 2014, Forrester Research, Inc. surveyed, however, go beyond the obvious. Specifically, BT decision-makers see good digital experience as enabling of: Topline growth. Business technology decision-makers understand and expect business value. Cost cutting is never gone, but respondents are looking for more: BT decision-makers testified that they see improvement in customer lifetime value (82%), topline revenue (81%), customer retention (75%), and conversion rates (71%) as a result of digital experience investments (See Figure 2). Bottom-line improvement. If all that growth is not enough incentive, respondents also cited savings on operational expenses, including customer service and customer marketing, as key benefits of digital experience technologies. Solid majorities not only share such sentiment for metrics like customer service operations (84%) and customer acquisition costs (78%), but also for marketing campaign operations (68%) and merchandising operations (63%).
3 2 FIGURE 2 Digital Experience Technologies Improve The Top And Bottom Lines Base: 54 BT decision-makers with oversight of digital experience investments and/or implementations Note: Answers of small improvement, no improvement, and don t know are not shown. Source: A commissioned study conducted by Forrester Consulting on behalf of Sitecore, December 2014 Firms Are Expanding Digital Experience Delivery Beyond Content Fourteen technologies support digital experience delivery, management, and measurement activities. All 14 enjoy solid adoption today: An average of 60% of survey respondents indicated current use across mainstay and emerging applications and platforms (see Figure 3). What s more, an average of only 16% of respondents reported that they have no plans to adopt any one of these technologies: Web content management ecosystems. The mainstay web content management platform is widely adopted, with nearly three-quarters (74%) of survey respondents reporting having one in place. Newer entrants into the category are gaining traction, too; 56% currently use digital asset management and 54% use an online video platform. Additionally, firms planning to adopt these two technologies comprise 28% and 22% of our sample, respectively, compared with the 19% planning adoption of traditional WCM. Marketing applications. Given the modern proliferation of channels and touchpoints, it follows logically that firms are expanding capabilities to deliver the right message through the right medium. Components enabling marketing, the pioneer of digital channels, are in place at 68% of respondent organizations, with an additional 15% planning adoption. Much like their WCM ecosystem counterparts, capabilities for newer marketing formats are also seeing increased adoption: 54% of respondents have content marketing tools, for instance, and another 26% will put them in place soon.
4 3 ecommerce software. Online retail sales in eight countries tracked by Forrester Research approached the 4 trillion dollar mark in This remarkable shift in buying behavior means that firms must offer customers comprehensive tools to navigate and purchase their inventories virtually. Sixty-one percent of respondent firms have done so already by adopting ecommerce platforms, and 15% will be adding them. engagement toward smartphones and tablets. More firms plan to adopt mobile applications than any other technology we asked about, with 31% of custom survey respondents indicating such on top of the 63% that already have such components in place. Mobile applications also tied for last place among the technologies for which companies have no adoption plans. Beacons and other location technology. Despite the staggering rise of ecommerce, in-store experiences are no less important. Physical recognition capabilities, such as in-store beacons that personalize customer communications based on proximity to or location within stores, are gaining in popularity. Over half (55%) of respondent firms currently or will soon utilize such technology. Mobile applications. Mobile leads near-term adoption plans, underlining the fundamental pivot in consumer FIGURE 3 Firms Invest In Digital Experience Components But Often Leave Them In Silos Base: 54 BT decision-makers with oversight of digital experience investments and/or implementations Note: Answers of small improvement, no improvement, and don t know are not shown. Source: A commissioned study conducted by Forrester Consulting on behalf of Sitecore, December 2014
5 4 FIGURE 4 Poor Component Integration And Content Proliferation Hinder Digital Experience Initiatives Lack Of Integration Plagues Most Firms Digital Experience Delivery Enterprise decision-makers understand the importance of good digital experience and have big plans to improve their current capabilities. In fact, our custom survey data shows that a majority of BT decision-makers have already adopted various supporting technologies. However, these leaders face many barriers when building, buying, developing, delivering, and measuring great digital customer experiences: Poor integration is the No. 1 barrier to digital experience delivery. Technologies that don t work well together hinder digital experience efforts among our survey respondents. In fact, when we asked custom survey respondents about the factors that impede success on digital experience initiatives, the greatest number of respondents (78%) cited software products that aren t well-integrated (see Figure 4). Content silos hamper process and consistency. Dovetailing off of poorly integrated software products, content silos are the No. 2 barrier, with 72% of survey respondents reporting their digital experience to be held back by an excess of content repositories. Without central content repositories, consistent and pervasive customer experiences are endangered by manual processes that are prone to human error. Multiple customer databases impede relevance. Nearly 40% of survey respondents also have too many customer databases to which they are expected to deliver exemplary digital experiences. This fragmentation inhibits customer analytics, segmentation, and targeting, and ultimately thwarts personalized experiences across touchpoints. Organizational shortcomings prevent collaboration. In the aggregate, organizational issues such as a lack of executive leadership, the inability to find necessary creative and software help, and dispersed or insufficiently numbered staff members present a major obstacle to digital experience execution. At least one-third of survey respondents experience such hindrances. Base: 54 BT decision-makers with oversight of digital experience investments and/or implementations Source: A commissioned study conducted by Forrester Consulting on behalf of Sitecore, December 2014 Firms Need Deployment Choices And Better Integration To Fulfill Their Missions Today s pain points shape tomorrow s buying priorities. Enterprise decision-makers are keenly aware of what they need in order to maximize their return on investment. Going forward, the following digital experience delivery priorities will shape investments: Deployment flexibility tops sourcing priority list was the year in which SaaS subscription revenues nearly 5 equaled license revenues for business applications. Mirroring this trend, a choice of deployment options (such as cloud or on-premises) tops the list of most important characteristics for digital experience delivery platforms (see Figure 5).
6 5 Integration in many forms dominates aggregate sourcing priorities. Cited by 59% of respondents, ease of integration with existing business systems came in as the second most important characteristic for digital experience delivery platforms, echoing the challenges that respondents experience with multiple content and customer database repositories, Adjacent wish list items for common data repositories, analysis, segmentation, and targeting (52%), along with common user interfaces (52%), rounded out the top four. Roughly half of respondents also desire a common code base for additional synergy. FIGURE 5 BT Seeks Deployment Choices Including Cloud And Integration Ease From Digital Software Businesses need to anticipate future customer touchpoints. Recent evolutions in how consumers interact with companies have driven home the point that businesses must anticipate continuous adaptation to emerging channels and devices. As such, 50% of survey respondents said they require easy addition of new delivery and measurement touchpoints. Base: 54 BT decision-makers with oversight of digital experience investments and/or implementations Source: A commissioned study conducted by Forrester Consulting on behalf of Sitecore, December 2014
7 6 Conclusion In order to compete, let alone differentiate, in today s market, businesses must provide capabilities that meet ever-rising and evolving customer expectations of getting what they want in their immediate context and moments of need. Digital experience technologies play a crucial role in enabling these capabilities and demonstrate clear topline and bottom-line benefits for the many companies that are implementing and expanding them. The success of digital experience initiatives, however, doesn t reach full potential without integrated and centralized technology, content, and organizational structures that foster the cohesive, channel-agnostic interactions customers anticipate. This concept isn t lost on enterprise business technology decision-makers, who seek not only integrated technologies and common interfaces but also flexible deployment options, including cloud deployments, and the security of knowing their capabilities will evolve along with consumer trends. Methodology This Technology Adoption Profile was commissioned by Sitecore. To create this profile, Forrester leveraged its Business Technographics Global Business And Technology Services Survey, 2014 and Business Technographics Global Software Survey, Forrester Consulting supplemented this data with custom survey questions asked of US business technology decision-makers with oversight of digital experience investments and/or implementations. The auxiliary custom survey was conducted in December For more information on Forrester s data panel and Tech Industry Consulting services, visit Endnotes 1 See Develop Your Digital Customer Experience Strategy, Forrester Research, Inc., January 13, Source: Forrester Research World Mobile And Smartphone Adoption Forecast, 2014 To 2019 (Global), Forrester Research, Inc., August 8, 2014 and Forrester Research World Tablet Adoption Forecast, 2013 To 2018 (Global), Q Update, Forrester Research, Inc., December 19, See: Ted Schadler, Josh Bernoff, and Julie Ask, The Mobile Mind Shift, Groundswell Press, Forrester projected 2014 online retail sales in the US, Mexico, Europe, Brazil, Argentina, China, India, and Japan to total $957.3 billion. Source: The Global ecommerce Opportunity, Forrester Research, Inc., March 28, Source: US Tech Market Growth Remains Solid For 2014 And 2015, Forrester Research, Inc., October 22, ABOUT FORRESTER CONSULTING Forrester Consulting provides independent and objective research-based consulting to help leaders succeed in their organizations. Ranging in scope from a short strategy session to custom projects, Forrester s Consulting services connect you directly with research analysts who apply expert insight to your specific business challenges. For more information, visit forrester.com/consulting. 2015, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Forrester, Technographics, Forrester Wave, RoleView, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. For additional information, go to 1-SA2P6N
A Forrester Consulting Thought Leadership Paper Commissioned By Google. March 2016
A Forrester Consulting Thought Leadership Paper Commissioned By Google March 2016 Discover How Marketing Analytics Increases Business Performance Invest In An Integrated Platform To Address Challenges
More informationImprove Application Development And Delivery With DevOps
Improve Application Development And Delivery With DevOps GET STARTED Meeting customer demands quickly is a requirement for survival in the digital world. Many large companies today rely on mainframe applications
More informationAccelerate Your Journey To Modern Commerce
A Forrester Consulting Thought Leadership Paper Commissioned By PROS April 2017 Accelerate Your Journey To Modern Commerce Use Dynamic Pricing To Serve Frictionless, Transparent, And Consistent Experiences
More informationEquip Firstline Workers With Better Tools To Drive Engagement
Equip Firstline Workers With Better Tools To Drive Engagement GET STARTED Firstline Workers Are Underserved By Transformation Efforts Digital transformation is only continuing to grow in importance as
More informationDesigning A Customer-Obsessed Business
On The Path To Creating Exceptional Experiences GET STARTED Customer Experience In The Digital Age As industry lines blur and experiences become increasingly digital and mobile, companies recognize that
More informationMaximize The Impact Of Digital Transformation Enhance User Experience To Deliver Business Opportunities
A Forrester Consulting Thought Leadership Paper Commissioned By SAP January 2017 Maximize The Impact Of Digital Transformation Enhance User Experience To Deliver Business Opportunities Table Of Contents
More informationExpand API Implementations In The Digital Age
GET STARTED Optimize Your API Integrations With Sound Business Cases Early API adopters quickly recognized the capabilities and outcomes of utilizing APIs. As a result, companies are expanding their APIs
More informationBeating The Meeting Blues With Better Technology
GET STARTED Collaboration Drives Business Success Workplace collaboration is perennially crucial to business success, yet many enterprises still struggle with wasted time in meetings, technical issues,
More informationModernize Your Device Management Practices Using The Cloud
A Forrester Consulting Thought Leadership Paper Commissioned By Microsoft June 2017 Modernize Your Device Management Practices Using The Cloud New Cloud-Enabled Operating Systems Deliver Ease And Flexibility
More informationThe Mandate For Intelligent Customer Service
Exceptional Customer Interactions Deliver Quantifiable Value GET STARTED Introduction Customers expectations for service have risen to include a seamless and consistent customer experience regardless of
More informationPrivacy, Identity, And Security: The Growing Risks Of Failing To Protect Personal Identity
A Forrester Consulting Thought Leadership Paper Commissioned By LifeLock June 2014 Privacy, Identity, And Security: The Growing Risks Of Failing To Protect Personal Identity Table Of Contents Executive
More informationDigital Engagement Offers A Broad Reach And Personal Touch For Nonprofits
Digital Engagement Offers A Broad Reach And Personal Touch For Nonprofits GET STARTED Overview As supporter demographics shift, nonprofits need to be able to engage with their supporters through their
More informationB2B Embraces Its Omnichannel Commerce Future
A Forrester Consulting Thought Leadership Paper Commissioned By CloudCraze, A Salesforce Company June 2018 B2B Embraces Its Omnichannel Commerce Future How B2B Companies Plan To Leverage Online Selling
More informationEmerging Opportunities For Public Sector Organizations To Deploy Industry Processes In The Cloud 2018 FORRESTER. REPRODUCTION PROHIBITED.
Emerging Opportunities For Public Sector Organizations To Deploy Industry Processes In The Cloud 1 Executive Summary Evolving digital transformation demands are shaping the future of public sector organizations
More informationAccelerating Digital Transformation With Technology
How Technology Can Bridge The Divides That Can Hinder A Digital Strategy GET STARTED Introduction While enterprises worldwide embrace digital experiences to meet rising customer expectations, they also
More informationGoing Big Data? You Need A Cloud Strategy
A Forrester Consulting January 2017 Thought Leadership Paper Commissioned By Oracle And Intel Going Big Data? You Need A Cloud Strategy Table Of Contents Executive Summary... 1 Big Data Investment Shifts
More informationDigital Experience Changes Everything
Firms Must Align Technology And Culture To Serve Customers GET STARTED Drive Unified Customer Experiences With Technology And Culture Marketing and technology partners must collaborate as never before
More informationThe Case For Supporting Always Up-To-Date Operating Systems
A Forrester Consulting Thought Leadership Paper Commissioned By Microsoft August 2017 The Case For Supporting Always Up-To-Date Operating Systems Reduce Complexity And Accelerate Your Application Release
More informationImprove Business Agility Through Platform Consolidation
A Forrester Consulting Thought Leadership Paper Commissioned By ServiceNow June 2018 Improve Business Agility Through Platform Consolidation Table Of Contents 1 2 5 7 10 11 Executive Summary Digital Transformation
More informationAgile Integration Is Critical To Successful Digital Transformation
A Forrester Consulting Thought Leadership Paper Commissioned By Red Hat September 2018 Agile Integration Is Critical To Successful Digital Transformation Supporting Agile Delivery Teams With An Agile Integration
More informationThe Future Of Agencies
A Forrester Consulting Thought Leadership Spotlight Commissioned By Adobe January 2017 The Future Of Agencies A Spotlight On Customer Experience Table Of Contents 1 2 4 7 8 Executive Summary Marketers
More informationMobile Enters A Second, More Complex, Deployment And Implementation Phase
A Forrester Consulting Thought Leadership Paper Commissioned By AT&T Mobile Enters A Second, More Complex, Deployment And Implementation Phase November 2013 Table Of Contents Executive Summary: The Age
More informationNinety Percent Of IT Execs Say Their End Users Struggle With Business Technology Problems That They Have No Way To Detect
A Custom Technology Adoption Profile Commissioned By Nexthink December 2014 Ninety Percent Of IT Execs Say Their End Users Struggle With Business Technology Problems That They Have No Way To Detect Introduction
More informationManaging The Healthcare Crisis Leaders Look To Health Benefits Platforms To Lower Costs And Boost Engagement
A Forrester Consulting Thought Leadership Paper Commissioned By Castlight Health May 2015 *Updated May 2016 Managing The Healthcare Crisis Leaders Look To Health Benefits Platforms To Lower Costs And Boost
More informationBuilding Trust And Confidence: AI Marketing Readiness In Retail And ecommerce
Building Trust And Confidence: AI Marketing Readiness In Retail And ecommerce GET STARTED How AI-Powered Marketing Is Transforming The Retail Sector Expectations for dramatically improved customer experiences
More informationPrepare Your Business For The Digital Future
Digital Experts Showcase Key Tactics To Help Organizations Remain Relevant In Today s Digital World GET STARTED How Digital Experts In Retail, CPG And B2B Drive Results Digital technologies are essential
More informationEnterprise Checklist: Pave The Path To Digital Prowess With Low-Code Platforms
Checklist Commissioned By Appian July 2017 Enterprise Checklist: Pave The Path To Prowess With Low-Code Platforms Today s enterprises have the imperative to execute on a digital strategy in order to better
More informationA Forrester Consulting Thought Leadership Paper Commissioned By Curvature. August 2015
A Forrester Consulting Thought Leadership Paper Commissioned By Curvature August 2015 Third-Party Maintenance Services Extend To Network Equipment Not Only Can Third Parties Lower Costs, But They Will
More informationThe Great ecommerce Race Optimizing Online Merchandising Analytics To Create Cognitive Commerce
A Forrester Consulting Thought Leadership Paper Commissioned By IBM July 2016 The Great ecommerce Race Optimizing Online Merchandising Analytics To Create Cognitive Commerce Table Of Contents Executive
More informationPart 1: Growth Imperatives Focus The Business On Point-Of-Service Workers
A Forrester Consulting Thought Leadership Paper Commissioned By Lexmark Part 1: Growth Imperatives Focus The Business On Point-Of-Service Workers Expanded Process Boundaries And The Search For Human Connection
More informationStreamlined Videoconferencing Strategy Drives Business Results
Boost Productivity By Combining Consistent User Interface With Interoperability Of Platform GET STARTED Videoconferencing Complexity Hinders Rapid Collaboration The need for rapid connectivity is more
More informationWhy Search + Social = Success For Brands The Role Of Search And Social In The Customer Life Cycle
A Forrester Consulting April 2016 Thought Leadership Paper Commissioned By Catalyst, Part of GroupM Connect Why Search + Social = Success For Brands The Role Of Search And Social In The Customer Life Cycle
More informationWorkforce Optimization In The Cloud
GET STARTED Introduction Though contact center applications that manage real-time interactions have been available as a cloud service for more than 20 years, the pace of software-as-a-service (SaaS) adoption
More informationThe Future Of Social Selling
A Forrester Consulting Thought Leadership Paper Commissioned By Hearsay Social Customer Life-Cycle Selling Requires A New Approach May 2013 Table Of Contents Executive Summary... 2 Current State/Concept
More informationOvercome Document Communication Roadblocks To Boost Customer Experience
A Forrester Consulting Thought Leadership Paper Commissioned By GMC October 2015 Overcome Document Communication Roadblocks To Boost Customer Experience Table Of Contents Executive Summary... 3 Financial
More informationCultivate Word Of Mouth With Digital Advertising
Incorporate Everyday Influencers Into Targeting And Optimization Logic GET STARTED Brands Need Help Turning Prospects Into Customers Marketers face a sea of competition as they try to grow their customer
More informationA Forrester Consulting Thought Leadership Paper Commissioned By Google. October 2015
A Forrester Consulting Thought Leadership Paper Commissioned By Google October 2015 Marketers Are Moving Toward Converged Marketing Performance Measurement Integrated Attribution And Marketing Mix Modeling
More informationOptimize Your PC Life-Cycle Management
GET STARTED Exploring The Key To Maintaining An Efficient PC Life Cycle Managing the PC life-cycle environment can be a complicated and expensive process. Enterprises with old and outdated systems require
More informationWhy Search + Social = Success The Role Of Search And Social In The Customer Life Cycle
A Forrester Consulting Thought Leadership Paper Commissioned By Catalyst June 2015 Why Search + Social = Success The Role Of Search And Social In The Customer Life Cycle Table Of Contents Customers Rely
More informationRetail Direction. The State Of Retail Adoption Of Connectivity, Cloud, And Mobile To Meet Consumers New Requirements. October 2013
A Forrester Consulting Thought Leadership Paper Commissioned By AT&T The State Of Retail Adoption Of Connectivity, Cloud, And Mobile To Meet Consumers New Requirements October 2013 Table Of Contents An
More informationArtificial Intelligence Is Critical To Accelerate Digital Transformation In Asia Pacific
Artificial Intelligence Is Critical To Accelerate Digital Transformation In Asia Pacific GET STARTED Customer-Obsessed Firms Across APAC Leverage AI Technologies For Successful Digital Transformation Artificial
More informationAligning Agile And DevOps Practices With Business Value
Aligning Agile And DevOps Practices With Business Value GET STARTED The key role of software in today s increasingly digital business makes linking business outcomes to software and application delivery
More informationEnterprises Leverage VoIP and Collaboration to Transform Business
Enterprises Leverage VoIP and Collaboration to Transform GET STARTED Unified Communications Solutions Transform In the age of the customer, enterprise organizations must be able to proactively communicate
More informationA Forrester Consulting Thought Leadership Paper Commissioned By HPE. August 2016
A Forrester Consulting Thought Leadership Paper Commissioned By HPE August 2016 Open Your Analytics Architecture To Keep Up With The Speed Of Business Why Organizations Need Multiple Analytical Engines
More informationUltra-Fast Data Access Is The Key To Unleashing Full Big Data Potential
A Forrester Consulting Thought Leadership Paper Commissioned By SAP and Lenovo January 2016 Ultra-Fast Data Access Is The Key To Unleashing Full Big Data Potential 1 Executive Summary The proliferation
More informationAccelerate Application Success With Operational Efficiency
A Forrester Consulting Thought Leadership Paper Commissioned By HPE January 2017 Accelerate Application Success With Operational Efficiency Table Of Contents Executive Summary...1 Infrastructure And Operations
More informationTag Management Delivers Multichannel Personalization
A Forrester Consulting Thought Leadership Paper Commissioned By Ensighten August 2014 Tag Management Delivers Multichannel Personalization Table Of Contents Executive Summary... 1 Personalization Is Important
More informationManaging Privileged Access Security In A Hybrid IT World The Case For Privileged Identity Management As-A-Service
A Forrester Consulting Thought Leadership Paper Commissioned By Centrify April 2016 Managing Privileged Access Security In A Hybrid IT World The Case For Privileged Identity Management As-A-Service Table
More informationEfficient IT Operations Require Workload Automation
A Forrester Consulting Thought Leadership Paper Commissioned By BMC June 2016 Efficient IT Operations Require Workload Automation Table Of Contents Executive Summary... 1 Automation Is Critical For IT
More informationThe Untapped Benefits Of Proactive Customer Communication An Omnichannel Engagement Focus Is Critical To Success
A Forrester Consulting Thought Leadership Paper Commissioned By Genesys October 2016 The Untapped Benefits Of Proactive Customer Communication An Omnichannel Engagement Focus Is Critical To Success Table
More informationElevate Your Marketing With A People-Based Approach
A Forrester Consulting Thought Leadership Paper Commissioned By Acxiom and LiveRamp January 2018 Elevate Your Marketing With A People-Based Approach Leveraging Identity Resolution To Reach Your Customer
More informationOptimize Your Cloud Performance With Proactive Support
Optimize Your Cloud Performance With Proactive Support GET STARTED Overview Cloud has become a key pillar of most enterprises digital transformation strategies. Businesses are both migrating new processes
More informationMarketing Cloud Falls Short On Expectations
A Forrester Consulting Thought Leadership Paper Commissioned By Yes Lifecycle Marketing December 2017 Marketing Cloud Falls Short On Expectations Marketing Cloud Users Supplement Gaps With Best-Of-Breed
More informationRedefine Your Workforce Enablement Through Productivity
Redefine Your Workforce Enablement Through Productivity GET STARTED Understanding The Influence Of Information Workers Today Millennials are reshaping the world of work through their knowledge of new technologies,
More informationMeasuring Customer Health To Drive The Right Conversations
A Forrester Consulting Thought Leadership Paper Commissioned By Gainsight May 2014 Measuring Customer Health To Drive The Right Conversations Table Of Contents Monitoring Your Customer s Health Score For
More informationEmbrace The GDPR To Gain A Competitive Edge
A Forrester Consulting Thought Leadership Paper Commissioned By Evidon December 2017 Embrace The GDPR To Gain A Competitive Edge Leverage New And Updated Privacy Laws To Win, Serve, And Retain Customers
More informationThe Connected Customer Journey. Connect your marketing so you can connect to your customers.
The Connected Customer Journey Connect your marketing so you can connect to your customers. CONNECT New rules to achieve personalization at scale, galvanize your company s culture and make decisions that
More informationRealizing CEO-Led Digital Transformations
A Forrester Consulting Thought Leadership Paper Commissioned By C3 IoT May 2018 Realizing CEO-Led Digital Transformations Table Of Contents 1 2 4 8 11 13 Executive Summary C-Suite Executives Take The Lead
More informationVoice of the Category Manager Survey 2017
Voice of the Category Manager Survey 2017 1 Big data and predictive analytics top the list of investment priorities in the JDA Voice of the Category Manager survey In the Voice of the Category Manager
More informationTomorrow's Midmarket B2B ecommerce Will Take Place In The Cloud
Fall 2016 Tomorrow's Midmarket B2B ecommerce Will Take Place In The Cloud Integrated ecommerce Solutions Show Major Benefits For Midmarket Firms A Forrester Consulting Thought Leadership Paper Commissioned
More informationWHITE PAPER. Annual IIoT Maturity Survey. Adoption of IIoT in Manufacturing, Oil and Gas, and Transportation
WHITE PAPER 2017 Adoption of IIoT in Manufacturing, Oil and Gas, and Transportation 1 Executive Summary A survey of senior-level, experienced Industrial Internet of Things (IIoT) decision-makers and influencers
More informationTransforming the B2B contact center
Market briefing Transforming the B2B contact center Emerging technologies and changing business consumer habits are transforming the customer relationship. Find out how the contact center can help you
More informationThe Business Impact Of Investing In Experience
A Forrester Consulting Thought Leadership Spotlight Commissioned By Adobe July 2018 The Business Impact Of Investing In Experience A Spotlight On Asia Pacific 29% of survey respondents in AP qualify as
More informationB2B Omnichannel Commerce In A Machine- Driven World
A Forrester Consulting Thought Leadership Paper Commissioned By Apttus April 2017 B2B Omnichannel Commerce In A Machine- Driven World How ecommerce, CRM, And Configure-Price- Quote Solutions In The Cloud
More informationThe Next Wave Of Digital Marketing Is Predictive
A Forrester Consulting Thought Leadership Paper Commissioned By Sizmek August 2017 The Next Wave Of Digital Marketing Is Predictive Table Of Contents 1 2 6 8 11 12 14 15 Executive Summary Anticipating
More informationUnified, Connected Commerce
Unified, Connected Commerce Retail s Next Frontier Page 1 of 9 Next Frontier After Omnichannel By 2017, 85% of customers expect one-click-away commerce and fulfillment from all retailers, and those retailers
More informationCommerce Cloud Digital
Power digital commerce everywhere: Web, mobile, social, in-store, and call center. Highlights Unified customer experience powered by the cloud Revenue-driving features released six to eight times per year
More informationThe Machine On Your Team: New Study Shows How Marketers Are Adapting In The Age Of AI
A Forrester Consulting Thought Leadership Paper Commissioned By Amplero October 2017 The Machine On Your Team: New Study Shows How Marketers Are Adapting In The Age Of AI Majority Of Marketers Implementing
More informationCustomer-Focused Businesses In Asia Thrive On Location Data
A Custom Technology Adoption Profile Commissioned By Google August 2014 Customer-Focused Businesses In Asia Thrive On Location Data Introduction The age of the customer is upon us. Our customers are empowered
More informationFOUR ESSENTIAL ELEMENTS
FOUR ESSENTIAL ELEMENTS for digital maturity. 2016 Adobe Digital Marketing Survey highlights. 2016 TABLE OF CONTENTS 3 A constant state of change. 13 Customer experience: The key to igniting brand loyalty.
More informationA Forrester Total Economic Impact Study Commissioned By NewsCred January The Total Economic Impact Of NewsCred
A Forrester Total Economic Impact Study Commissioned By NewsCred January 2017 The Total Economic Impact Of NewsCred Table Of Contents Executive Summary 1 TEI Framework And Methodology 3 The NewsCred Customer
More informationDue Diligence Is The Cornerstone Of Public Cloud Migration Success
Due Diligence Is The Cornerstone Of Public Cloud Migration Success Improve Migration Results Through Discovery And Planning GET STARTED Overview Cloud adoption continues to gain momentum, but organizations
More informationThe Next Phase Of Digital Wallet Adoption
A Forrester Consulting Thought Leadership Study Commissioned By JPMorgan Chase September 2017 The Next Phase Of Digital Wallet Adoption What It Takes To Convert Skeptics, Engage Early Adopters, And Prepare
More informationSUITECOMMERCE Complete Commerce Solution for Delivering a Unified Customer Experience
SUITECOMMERCE Complete Commerce Solution for Delivering a Unified Customer Experience www.suitecommerce.com BUILD YOUR BUSINESS AROUND YOUR CUSTOMERS, NOT CHANNELS Today s customers expect consistent and
More informationSUITECOMMERCE Complete Commerce Solution for Delivering a Unified Customer Experience
SUITECOMMERCE Complete Commerce Solution for Delivering a Unified Customer Experience BUILD YOUR BUSINESS AROUND YOUR CUSTOMERS, NOT CHANNELS Today s customers expect consistent and highly personalized
More informationSUITECOMMERCE Complete Commerce Solution for Delivering a Unified Customer Experience
SUITECOMMERCE Complete Commerce Solution for Delivering a Unified Customer Experience www.suitecommerce.com BUILD YOUR BUSINESS AROUND YOUR CUSTOMERS, NOT CHANNELS Today s customers expect consistent and
More informationIT Decision Makers Get Information Workplace Platforms But Strategies And Implementations Are Just Beginning To Break Silos
December 5, 2006 IT Decision Makers Get Information Workplace Platforms But Strategies And Implementations Are Just Beginning To Break Silos A commissioned study conducted by Forrester Consulting on behalf
More informationElastic Path Commerce for Telecoms. A Solution Overview
Elastic Path Commerce for Telecoms A Solution Overview Telecommunications: Commerce in A Connected World Communications service providers are facing a rapidly transforming business model in which customer
More informationIBM Customer Analytics Five best practices for understanding customer journeys
IBM Customer Analytics Five best practices for understanding customer journeys Organizations can increase loyalty, retention and sales by truly comprehending the paths customers travel over time and across
More informationThe Power Of Location Everything You Need To Know About Digital Location Management
A Forrester Consulting Thought Leadership Paper Commissioned By Yext August 2015 The Power Of Location Everything You Need To Know About Digital Location Management Table Of Contents Executive Summary...
More informationDemandware Digital. Power digital commerce everywhere: web, mobile, social, in-store and call center. Powering Commerce Anywhere.
Power digital commerce everywhere: web, mobile, social, in-store and call center. Highlights Unified consumer experience powered by the leading enterprise cloud commerce platform Revenue-driving features
More informationRethink Technology In The Age Of The Cloud Worker
A Forrester Consulting Thought Leadership Paper Commissioned By Google May 2018 Rethink Technology In The Age Of The Cloud Worker Enterprises Are Evolving Their Device Strategies To Boost Security And
More informationThe Total Economic Impact Of SAS Customer Intelligence Solutions Intelligent Advertising For Publishers
A Forrester Total Economic Impact Study Commissioned By SAS Project Director: Dean Davison February 2014 The Total Economic Impact Of SAS Customer Intelligence Solutions Intelligent Advertising For Publishers
More informationNetworks Help Drive Affiliate Marketing Into The Mainstream Advertisers And Publishers Evolve As The Industry Shifts
A Forrester Consulting Thought Leadership Paper Commissioned By Rakuten Affiliate Network February 2016 Networks Help Drive Affiliate Marketing Into The Mainstream Advertisers And Publishers Evolve As
More informationLeaders in financial services are experts in customer identity
Engage Enrage Leaders in financial services are experts in customer identity I DI Q 20 1 8.C O M Research carried out by: Leaders In Financial Services Are Experts In Customer Identity GET STARTED Most
More informationThe Total Economic Impact of DocuSign within USEL
A Forrester Total Economic Impact Study Commissioned by DocuSign September 2018 The Total Economic Impact of DocuSign within USEL Cost Savings and Business Benefits Enabled by DocuSign Table of Contents
More informationDigital Experience Technology And Delivery Priorities, 2016
FOR APPlICATION DEVElOPMENT & DElIVERY PROFESSIONAlS Digital Experience Technology And Delivery Priorities, 2016 Mobile Experiences by Anjali Yakkundi Why Read This Report Forrester recently surveyed 115
More informationKey business drivers for collaboration are changing.. and Video-enabled collaboration is the new imperative of innovative, high growth businesses
Contents Executive Summary 3 Aligning mindset with opportunity 5 Connecting video collaboration with high-growth business attributes 6 Inmortance of F2F video in meetings' success 7 Addressing the alignment
More informationFive best practices for understanding customer journeys
Five best practices for understanding customer journeys Increase loyalty, retention and sales by truly comprehending the paths customers travel over time and across channels Five best practices for understanding
More informationHow to Start Using Customer Intelligence to Optimize Revenue
How to Start Using Customer Intelligence to Optimize Revenue RIGHT TIME REVENUE OPTIMIZATION How to Start Using Customer Intelligence to Optimize Revenue Summary: The Short List Here s our suggested short
More informationCanada Rises to the B2B E-Commerce Challenge Canadian B2B Sellers Embrace E-Commerce And Prepare For The Future
A Forrester Consulting Thought Leadership Paper Commissioned By Purolator May 2016 Canada Rises to the B2B E-Commerce Challenge Canadian B2B Sellers Embrace E-Commerce And Prepare For The Future Table
More informationData Ingestion in. Adobe Experience Platform
Contents The challenges with data Adobe Experience Platform Data Ingestion in Adobe Experience Platform Data Ingestion Service Data Lake Conclusion Adobe Experience Platform helps customers to centralize
More informationThe Total Economic Impact Of SAP BusinessObjects Analytics Key Findings
Forrester Total Economic Impact Study Commissioned by SAP October 2016 The Total Economic Impact Of SAP BusinessObjects Analytics Key Findings SAP BusinessObjects Analytics solutions have helped organizations
More informationCONSUMER BANKING: GREATER EXPECTATIONS
CONSUMER BANKING: GREATER EXPECTATIONS EXECUTIVE SUMMARY In the U.S. alone, more than 207 million consumers own and use a smartphone every day, and worldwide, that number is expected to exceed 2 billion
More informationA Forrester Consulting Thought Leadership Paper Commissioned By DataScience. Data Science Platforms Help Companies Turn Data Into Business Value
A Forrester Consulting Thought Leadership Paper Commissioned By DataScience Data Science Platforms Help Companies Turn Data Into Business Value Table Of Contents Executive Summary...1 Data Science Helps
More informationDeliver On Top Business Objectives With Collaborative Work Management
A Forrester Consulting Thought Leadership Paper Commissioned By Smartsheet October 2018 Deliver On Top Business Objectives With Collaborative Work Management Transparency, Collaboration, And Real-Time
More informationLeading Digital Business Transformation
A Forrester Consulting March 2016 Thought Leadership Paper Commissioned By SugarCRM and Squiz Leading Digital Business Transformation Table Of Contents Executive Summary... 1 Key Findings... 1 Digital
More informationCLOSING THE GAP BETWEEN PEOPLE S EXPECTATIONS & RETAIL REALITIES
CLOSING THE GAP BETWEEN PEOPLE S EXPECTATIONS & RETAIL REALITIES Sponsored by Survey E-Book TABLE OF CONTENTS 03 INTRODUCTION 20 INFLUENCE SALES ACROSS DEVICES 06 SERVE PEOPLE, NOT TARGETS 10 ALLEVIATE
More informationMaking Omnichannel Commerce Work with the Latest Technology Innovations
Making Omnichannel Commerce Work with the Latest Technology Innovations Adam Silverman, Principal Analyst @AdamKSilverman July 1 st, 2015 The pace of change is accelerating faster than anticipated a year
More information