App dev & programme management
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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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IT and marketing: Separate agency hype from reality
Evaluate service providers' technical competencies
“Often, my IT group isn't even aware of what application development and implementation is being outsourced. Eventually, this creates a big problem for us ...We have to clean up a lot of messes.” (North American manufacturing organisation) “Our marketing group...
April 2, 2013 11:55 AM Read Full Post
Why is effortless customer service so hard to deliver?
It's partly an ownership issue
Why is it so difficult to deliver consistent, effortless customer service interactions across communication channels and touchpoints.A fundamental reason has to do with how companies are internally organised. In many companies, sales, marketing, and customer service are discrete functional silos...
March 29, 2013 2:30 AM Read Full Post
Do you know what your customers need?
Communication channel preferences for customer service are rapidly changing
Consumers’ preferences for customer service channels are rapidly changing. And it’s not just the younger generation of consumers — there’s disruption and change across all ages and demographics. Our 2013 data about communication channels that customers use for customer service...
March 25, 2013 11:30 AM Read Full Post
Refactoring the product owner
It's not easy to eliminate the confussion caused by multiple stakeholders
In theory, the agile Product Owner is a simple yet compelling solution to a tough problem: the development team needs, and often does not get, clear direction from the business. The ability to eliminate the confusion caused by the cacophony...
March 15, 2013 3:54 PM Read Full Post
IBM Pulse 2013: Big Blue talked of its customers' customers
I liked the message
I didn't get the chance to jot down my thoughts after a couple of days at IBM Pulse last week but I didn't want to not share my observations and thoughts. So here we go as I fly off to...
March 14, 2013 2:56 PM Read Full Post
Mobile BI and Cloud BI evaluation criteria
Get specific with your suppliers or you will face problems
Mobile BI and cloud BI are among the top trends that we track in the industry. Our upcoming Enterprise BI Platforms Wave™ will dedicate a significant portion of vendor evaluation on these two capabilities. These capabilities are far from yes/no...
March 11, 2013 11:11 AM Read Full Post
Four steps for optimising customer service operations
Time to get some metrics, then act on them
Customers want efficient, effortless service from the touchpoint and communication channel of their choice. They want to receive accurate, relevant, and complete answers to their questions upon first contact with a company. Forrester data backs this up: Sixty-six percent of...
March 6, 2013 12:52 PM Read Full Post
Digital experience governance doesn't have to be so bad
Getting to grips with the dreaded G-word
We've all heard how people perceive governance: It slows down processes, stifles innovation, and adds unnecessary bureaucracy. It's time to get over those perceptions. You need governance, and policies and processes don't need to be roadblocks. Instead, they can...
March 1, 2013 12:02 PM Read Full Post
Surfing the "mobile shift"
IT departments are lagging behind the mobile world
Ever hear about the myth of the “seventh wave”? Surfers use it to describe the big one — the wave that you can ride all the way into the beach. While it’s been a while since I’ve tested its premise...
February 26, 2013 4:07 PM Read Full Post
Business intelligence leader - a job description
Strategy and vision are the primary requirements
Clients often ask me to help define their job description for a business intelligence (BI) leader, executive, or manager. Here’s what I typically provide: Our research on Agile BI organizational structures is a good starting point. Because that report doesn’t...
February 19, 2013 2:17 PM Read Full Post
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