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Forrester Analysts

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



Building a Customer-Obsessed Operating Model

IT leaders and CMOs have the customer insight and technology capabilty to tranform their organisation

by Forrester Analysts

Empowered customers, armed with ever increasing digital capability, increasingly expect any information, any service, at their moment of need. We call this the age of the customer. Innovative brands, from Delta to Southwest, T-Mobile to Verizon, Home Depot to Walgreens, and Caterpillar to Rolls Royce, are sharing with Forrester how they are disrupting the way they work to meet their empowered customers’ needs, to become customer-obsessed.

May 26, 2015 4:05:00 PM Read Full Post

Seeing is believing for financial services firms

Video as a sales and service channel gains traction

by Forrester Analysts

When we think of obstacles financial services firms need to overcome in order to win, retain, and serve customers, one of the largest ones that come to mind is trust and transparency. For financial services firms these attributes are key to boosting deeper customer engagement with wealth management clients and grow share of wallet in retail banking.

May 11, 2015 9:47:00 AM Read Full Post

Digital Insights Are the New Currency of Business

Drowning in data, starving for insight?

by Forrester Analysts

All the big data technology in the world won't close the gaps between data and action. One global bank told us, "even with all the capabilities and tools in place, we are drowning in data and starving for insight."

April 29, 2015 10:12:00 AM Read Full Post

Google's Mobile-Friendly Search Will Bury Your Mobile-Unfriendly Sites

Customer are mobile first. Is your website? Are all your webpages?

by Forrester Analysts

Google has done something important for your customers: it changed its ranking algorithm for searches on smartphones. If Google deems your web page mobile-unfriendly, then it will be devalued in the search rankings. Your page will be buried.

April 22, 2015 11:13:00 AM Read Full Post

An Approach To Converge The Worlds of Big Data And BI

The typical steps necessary to transform raw data into insights are happening at different places and at different times

by Forrester Analysts

Contrary to some of the market hype, data democratisation and big data do not eliminate the need for the "BI 101" basics, such as data governance, data quality, master data management, data modeling, well thought out data architecture.

April 02, 2015 11:05:00 AM Read Full Post

Start planning to provide social customer support beyond Twitter and Facebook

Know which communities your clients operate in and establish a presence there

by Forrester Analysts

Industry analysts travel—a lot. It is, therefore, no surprise that I care deeply about airlines’ frequent flyer programs and track the changes to those programs as closely as baseball obsessives track star players’ slugging percentages.

March 02, 2015 10:32:00 AM Read Full Post

Apache Spark's marriage to Hadoop will be bigger than Kim and Kanye

The last thing an enterprise needs is yet another cluster to manage


Apache Spark is an open source cluster computing platform designed to process big data as efficiently as possible. Sound familiar? That's what Hadoop is designed to do. However, these are distinctly different, but complementary, platforms.

February 16, 2015 9:59:00 AM Read Full Post

Build an agile BI organisation

IT-centric teams need to deliver BI tools the business can use

by Forrester Analysts

The battle of trying to apply traditional waterfall software development life-cycle (SDLC) methodology and project management to Business Intelligence (BI) has already been fought — and largely lost.

February 13, 2015 10:32:00 AM Read Full Post

Forrester's Top CRM Trends For 2015

The years of vendors' CRM hype and the accompanying shelfware in the enterprise are over

by Forrester Analysts

CRM is the foundational building block that allows empowered consumers and connected employees to do business in ways we could not imagine just a few years ago.

February 09, 2015 9:59:00 AM Read Full Post

Mobile BI success: Having the right technology helps, but isn't enough

Mobile BI will be a differentiator between industry leaders and laggards

by Forrester Analysts

Between 2012 and 2014, mobile business intelligence adoption shot up: Forrester survey data shows that the percentage of technology decision-makers who make some BI applications available on mobile devices has nearly quadrupled, and the percentage who state that BI is delivered exclusively via mobile devices has risen from 1% in 2012 to 7% in 2014.

January 29, 2015 10:45:00 AM Read Full Post

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