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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.

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To Be Customer-Obsessed, Firms Must Also Be Technology-Obsessed

Approach is vital to win, serve and retain customers

by Forrester Analysts

Igniting a culture of customer experience is important. Relentlessly improving the operating model to put customers first is also important. But without the right customer-serving business technology in place, customers will be stuck with ancient web sites, cranky mobile apps, pathetic call centers, and disempowered employees.

July 20, 2015 11:51:00 AM Read Full Post

Data today keeps the doctor away

Learning from the pioneers of health informatics

by Forrester Analysts

In scanning through my O’Reilly Data Newsletter, I noticed A Healthy Dose of Data, an MIT Sloan case study on the data and analytics culture at Intermountain, a healthcare network that runs 22 hospitals and 185 clinics. The study is definitely worth the read.

July 06, 2015 9:28:00 AM Read Full Post

Big Data has lost its zing – businesses want insight and action

Stop being vendor led on your BI investments

by Forrester Analysts

I saw it coming last year. Big data isn’t what it used to be. Not because firms are disillusioned with the technology, but rather because the term is no longer helpful. With nearly two-thirds of firms having implemented or planning to implement some big data capability by the end of 2015, the wave has definitely hit. People have bought in.

July 01, 2015 11:01:00 AM Read Full Post

Is ITIL fit for purpose for DevOps?

Don't listen to the ITIL zealots...

by Forrester Analysts

I’ve been doing a lot of thinking about ITIL and whether or not it is fit for purpose for DevOps. The logic I keep hearing goes like this - you shouldn't confuse the ITIL approach with the implementation; the ITIL approach is building blocks; these building blocks are easily applied to DevOps. I’m not convinced.

June 30, 2015 1:23:00 AM Read Full Post

The technology skills needed to deliver in a customer-obsessed organisation

Time to invest in in-house expertise

by Forrester Analysts

Digital technologies have shifted control into the hands of your customers. Your customers are now independent, active agents in everything, from selecting the channels and platforms they prefer, to the very definition of your brands.

June 25, 2015 2:38:00 AM Read Full Post

Yellow Elephants and Pink Unicorns Don't Tell the Real Big Data Story

There is more to big data than a "cool" playground for the privileged few

by Forrester Analysts

Big data and Hadoop (Yellow Elephants) are so synonymous that you can easily overlook the vast landscape of architecture that goes into delivering on big data value. Data scientists (Pink Unicorns) are also raised to god status as the only real role that can harness the power of big data -- making insights obtainable from big data as far away as a manned journey to Mars.

June 15, 2015 10:56:00 AM Read Full Post

API management: Solutions market will quadruple by 2020. Is your business up to speed with digital?

APIs are the key to the digital future. API management is a challenge

by Forrester Analysts

APIs are the key to the digital future. Organisations that deploy APIs innovatively will flourish, those that lag behind will fail. The growing market for API management solutions is a proxy for developments underway and these predictiosn should give all IT leaders pause for thought.

June 11, 2015 9:53:00 AM Read Full Post

Innovate at the point of customer interaction

Basic guidelines to speed you BT transformation journey

by Forrester Analysts

The age of the customer offers a unique opportunity for CIOs to own their destiny. The role of technology and information in helping enterprises win, serve and retain clients has never been more important.

June 09, 2015 10:57:00 AM Read Full Post

Everyone’s Talking — About Your Digital Experience (DX) Delivery Ability

Web sprawl is preventing organisations delivering mobile and repsonsive online sites

by Forrester Analysts

There’s no denying the importance of delivering an excellent mobile experience. As the pace of technology quickens, delivery cycles approach zero-day releases, and mobile moments reign supreme more than ever so now is the time to invest in the right priorities.

June 02, 2015 10:47:00 AM Read Full Post

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


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