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Harness Interest In Employee Engagement To Improve Customer Experience 27 Aug 2013 | 01:57 am
Earlier this summer, Gallup published their 2013 State of the American Workplace report, which showed that higher levels of employee engagement correlate with better customer outcomes like improved sa...
Where BI Falls Short: Taking a Singular Point of View 26 Aug 2013 | 10:14 pm
There is a reason the phrase, "beauty is in the eye of the beholder," has held significance and power in our society for so many generations. And in that phrase is a lesson for all of us about busines...
7 Ways to Engage Third-Party Providers For A Unified Customer Experience 26 Aug 2013 | 07:36 pm
Firms must actively engage external vendors and third-party partners to deliver a unified customer experience (CX). Why? Because partners across the supply chain influence the quality of customer inte...
What is the role of Enterprise Apps AD&D professionals in operating model transformation? 25 Aug 2013 | 06:29 pm
Digital disruption brings new competitors, new products and esrvices and new types of customer relationships into focus. As firms adapt their product market channel strategies to new threats and oppor...
Introducing the Search Marketing Playbook 24 Aug 2013 | 07:20 am
The ways consumers find information about companies or brands is changing. Where natural search results once were the primary way users discovered content or Websites,, now non-search engine media suc...
Microsoft’s Next CEO Will Contend With Mobility, Platforms, And Consumerization 23 Aug 2013 | 08:34 pm
Microsoft CEO Steve Ballmer announced today that he will be retiring within 12 months. My Forrester colleague Ted Schadler laid out some of the strategic challenges his successor will face in coming y...
By The Numbers: What Are The Mobile Insurance Metrics That Really Matter? 23 Aug 2013 | 07:22 pm
The insurance industry is in the midst of a mobile gold rush. Carriers across all business lines have jumped on the mobile bandwagon, rolling out mobile functionality to their policyholders and agents...
Steve Ballmer Steps Down: My Take On The Forces In Play 23 Aug 2013 | 07:18 pm
I don't know Steve Ballmer. I've only met him once. (I've met with Bill Gates more often than that.) But let's face it, he had tremendous impact as a leader. And it's now a good time for him to step a...
Developer Landscape 2013 - North America and Europe 23 Aug 2013 | 05:37 pm
During the summer it seems I spend almost every Saturday mowing the yard. I'm using a self propelled walk-behind these days, so it takes a good 2 hours to get the whole thing done. The best part is al...
One Week Left To Win A Forrester Groundswell Award 23 Aug 2013 | 05:04 pm
The entry deadline for the 2013 Forrester Groundswell Awards is just one week away - August 30, 2013. These awards recognize programs that showcase the effective use of social media to advance an orga...
