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Forrester Research is a technology and market research company that provides pragmatic advice to global leaders in business and technology.

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Recent Posts

Forrester's top trends for CRM in 2014

CRM evolution will speed up thanks to mobile

I'm moving into covering the greater CRM space, yet still retaining a deep focus on customer service technologies. Now-retired analyst extraordinaire, William Band and I put together our top trends for CRM in 2014. These trends are all about leveraging...

Tags: applications, crm, crm deployment, forrester

Mobile app developers: Stop capturing unnecessary data before regulators stop you

There is no excuse. Best practice has been established

The findings presented in an article by Computerwoche, ComputerWorldUK's German sister publication on Feb 11, 2014, are a forceful reminder that messages about excessive data capture via mobile apps seem to have gone unheeded so far. As reported, tests by...

Tags: contextual privacy, data privacy, eu data protection, forrester, it business, mobile, mobile & wireless, mobile advertising, mobile apps, privacy

The digital customer experience consulting gold rush takes off

It is still difficult to source and implement the strategies and technologies you need

Want more evidence that companies are realising that digital customer experience is essential to survive and thrive in the Age of the Customer? Look no further than the recent IBM Connect conference in Orlando. Bridget van Kralingen, the senior VP...

Tags: age of the customer, applications, digital customer experience, digital customer experience strategy, digital disruption, digital disruption readiness, forrester, ibm, it management, wcm wem cms dx

DAM vendors must step up to the plate

Digital experience tools psoe challenge to traditional suppliers

Historically, digital asset management (DAM) has been a niche technology compared with other components of enterprise content management (ECM) and digital experience technology. This has changed dramatically over the last few years as many organisations are using DAM solutions to...

Tags: applications, digital asset management, forrester

Top trends for customer service in 2014

Reliable data at the right time has never been more important

In the Age Of The Customer, executives don’t decide how customer-centric their companies are - customers. In an attempt to move the needle on customer service operations, in order to keep customers satisfied and loyal to your brand, these are...

Tags: agent experience is no longer an afterthought, applications, bpm tools, customer, engage, forrester, forrester, forrsights networks, it, kate leggett, knowledge, kpis, mobile-first mindset, omnichannel, operationalise insights, optimised, organisations, outbound, proactive, productivity, saas solutions, saassolutions, standardise, telecommunications, will power

Microsoft acquires Parature to better position against multichannel customer service vendors

Best of breed vendors likely to struggle as consolidation proceeds

Microsoft has announced its intentions to purchase Parature for a reported $100M. This event is a good thing all around. Net, net, it plugs some holes in the MS Dynamics CRM product, and gives Parature, a 13 year old company,...

The Future Of Digital Experience Technologies

Think capabilities not just technology

Delivering great multichannel digital experiences isn't as easy as plugging in new software and calling it a day. Digital customer experience success comes from combining many elements: a big-picture vision, short- and long-term strategic planning, shifts in roles and responsibilities,...

Tags: applications, data, digital experience, forrester, it business, marketing

The Forrester Wave: Enterprise Business Intelligence Platforms, Q4 2013

Making sense of a crowded market

The majority of large organisations have either already shifted away from using BI as just another back-office process and toward competing on BI-enabled information or are in the process of doing so. Businesses can no longer compete just on the...

Tags: actuate, analytics, applications, bi, business intelligence, forrester, hadoop, ibm, microsoft, olap, oracle, sap, sas, tibco

"People Problems" stymie CRM initiatives

Effective change management is the key to CRM

To succeed in the age of the customer, business and IT professionals who support front-office business processes cannot afford failed technology initiatives. But how do you acquire and deploy the appropriate supporting technologies and lead and sustain the necessary organisational...

Mobile BI - a stealth revolution in information delivery?

The final democratisation of business intelligence

Having business applications available while away from the office is nothing new; neither is using mobile devices as an integral part of a business process. Until recently, however, the former has mostly consisted of standard PC applications running on a...

Tags: applications, bi, business intelligence, forrester, tablets