Aggregated enterprise architecture wisdom
It’s no secret that digitally savvy buyers are having a profound effect on selling organizations of all kinds. In the past two years, the percentage of B2B buyers who reported that they found going online superior to interacting with a salesperson increased from 53% to 68%. Come join us at Forrester’s B2B Marketing 2017 forum […]
This year’s Customer Experience Index report for US brands revealed a CX leadership gap — not a single brand has risen to the top of our rankings and continue to move upward. The report is based on Forrester’s CX Index™ methodology, which measures how well a brand’s CX strengthens the loyalty of its customers. We revealed the […]
Views are representations of aspects of a system, usually illustrated as partial architecture diagrams. Views filter EA to show only the aspect of interest. They look like slices, sections or computerised scans through a three dimensional architecture …
Let’s face it: We all know the feeling of logging into a social networking site and reacting with myriad emotions ranging from intrigue and delight to shock and shame. And no matter how hard we try to limit our time on social media or pull away – we just can’t bring ourselves to disconnect. Why […]
Customers use an exploding number of communication channels to interact with a company, moving between them dependent on their context and preferences. They also use several channels at the same time – like web and phone – if it makes sense to do so. We know that customers use self service as a first point […]
Headlines such as “Your Instagram Posts May Hold Clues to Your Mental Health” and “One Social Network Ranked Worst for Young People’s Mental Health and Well-being” appear across marketing publications and the mainstream news. What makes social media so addictive and occasionally problematic? I partnered with Anjali Lai to write “Mine The Emotions Behind Your […]
“The MBA degree originated in the United States in the early 20th century when the country industrialized and companies sought scientific approaches to management.The core courses in an MBA program cover various areas of business such as accounting, fi…
With the passing of the autumnal equinox, it’s time to rake leaves, sip pumpkin spiced lattes, and take stock of the summer’s activities. For most CI pros, this summer was spent wrangling and analyzing customer data for insights- hopefully with some much-needed R&R sprinkled in. For me, this summer was also busy and productive resulting […]
Your customers are very literally telling you what they want, what they think about your products and services, and what they think about their experiences with your company. They are doing this, often unwittingly, through conversations with your salespeople, your customer service reps, with each other online, and increasingly with virtual agents. Up until now, […]
Today, SAP announced it has acquired Mountain View, CA based Customer Identity and Access (CIAM) provider Gigya. Several media outlets placed the purchase price in the $350M range. Gigya has been a CIAM vendor since 2010 and raised ~$105M in venture capital, so if the purchase price is accurate, it reflects a good return for […]
Forrester is hosting CX Day 2017 with Boston’s Local CXPA Networking Chapter! Join fellow CX & UX professionals to hear perspectives from three stellar CX practitioners and me on our theme “The Future of CX In A Digital World”: Brian Burba, VP Customer Success, CA Technologies Bill Schimikowski, VP Customer Experience, Fidelity Investments Ed Boudrot, […]
As the importance of DevOps grows in modern enterprises, Forrester seeks to define clear metrics and benchmarks for successful DevOps. I&O is responsible for the continuous deployment of software and services. This means they own the final step before end-users or customers “use” what was developed. We believe that there are three pillars of KPI’s […]