Automation And Sharing Are Common Themes

Joseph Blankenship

After years of shunning automation and information sharing efforts, the security industry is now embracing them. Every vendor conference I attended this fall talked about the need to automate some security functions in order to increase security teams' efficiency and ability to quickly detect and respond to incidents. The vendors also focused on the need to break down the silos and share information across the security and IT organizations, between vendors, and throughout the security community.

Why the change? The pace of attacks along with the continued stress of resource-constrained organizations are forcing security leaders to find new solutions.

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New Benchmarking Data: State Of VoC Programs, CX Research And Journey Mapping…

Maxie Schmidt-Subramanian

… in the making. Do you want to know...

  • How future-proof is our VoC program?
  • Are we doing enough to gain deep customer understanding?
  • Are we maximizing our use of journey mapping and should we be doing journey analytics?

Take our benchmarking survey to get the answers and benchmark your and your company's efforts!

As a thank you for your contribution, you’ll receive an exclusive report on the data - highlighting the state of CX research, journey mapping and VoC programs at some of today’s leading firms.

Our survey shouldn’t take more than 10 minutes to complete. It will be open until November 30th.

We know you are busy and appreciate the time you take to share your experiences with us. If you have any questions, please reach out to Kelly Price (kprice@forrester.com).

Can’t wait to hear from you!

Thank you,

Maxie

Webinar: The Marketing Measurement And Optimization Solutions Wave

Tina Moffett

You’ve heard it before - consumers move from their smartphones to their desktops, from in front of their living room TV to driving by a highway billboard, from their emails to their Facebook News Feed.  With this convoluted and dynamic path to purchase,  are you prepared to understand and measure every touchpoint your brand has with its customers?

 
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The India Customer Experience Index 2016, Part 2: These Industries Performed Well

Amit Bhatia

In my previous blog post last week I introduced the India Customer Experience Index 2016 report, and spoke briefly about over-all trends in this year’s results compared to last year. In this post I’ll explore more industry-level findings.

In this year’s CX Index results, we found that:

  • Financial services (Banks & Credit Cards) performed well. In fact, along with PC Manufacturers, they topped the CX Index in terms of industry-averages. Financial firms recognize that the lifetime value of each customer relationship can be significantly higher than in other industries, so they strive to deliver better-quality experiences to their clients. In contrast, Auto & Home Insurance companies were found lacking in the experiences they delivered to clients, and brought up the rear of the industry-average rankings.
  • Traditional and Digital-only retailers improved their CX significantly. Digital-only retailers are realizing that deep discounting can only take them so far, and are now focusing on delivering differentiated CX instead. Feeling the heat from digital players, traditional retailers made great strides to improve their CX too. Despite these efforts, both traditional and digital-only retailers moved from delivering ‘poor’ CX last year to just ‘OK’ CX this time around.
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China’s Cybersecurity Law Challenges Foreign Companies To Accelerate Their Digital Transformation

Charlie Dai

On November 7, China’s top legislature adopted a cybersecurity law to safeguard the sovereignty on cyberspace, national security, and the rights of citizens. The law has seven chapters that define specific regulations in various areas, such as network operational security (including key IT infrastructure), network information security, monitoring, alerting, and emergency situation handling as well as related legal responsibilities.

Some critics, especially those in Europe and the United States, continue to read too much into the negative impact of this legislation. I believe that it’s the reasonable move for the Chinese government to make in order to balance national security, citizen privacy, and economic openness. Foreign players in the Chinese market must revisit their local strategy and accelerate their digital transformation if they don’t want to miss the increasing needs and new opportunities regarding security and privacy:

  • The cybersecurity law has substantial advantages that benefit cybercitizens. For example, for the first time, the Chinese government requires that vendors providing cyberproducts and cyberservices must make clarifications to users and attain their approvals before they collect personal information. The new law also regulates that if companies leak or illegally sell personal information to third parties, they must bear legal responsibilities accordingly. These regulations mark a critical milestone in China’s journey toward personal privacy protection, and they are also important for consumers in the world’s largest market to protect themselves against internet fraud and spam messages.
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Join Our 2016 Global Mobile Executive Survey

Thomas Husson

For the past few years, Forrester has fielded a Global Mobile Executive Survey to understand and benchmark mobile initiatives. This year, my colleagues Julie Ask, Jennifer Wise and I are updating the survey again to help marketers and business executives benchmark and mature their mobile strategy and services.

Planning and organizing for the use of mobile technologies is a complex task. Integrating mobile as part of a broader corporate strategy is even more complex. However, some players are leading the way and working on infrastructure, staffing, and competencies that are hard to see unless you look closely. If you want to understand the role that mobile is playing in various organizations, what their objectives are, how they measure the success of their mobile initiatives, and a lot more, you just have to share with us your own perspective and we will aggregate the answers.

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Lead Agencies Demonstrate Commitment To Post-Digital Marketing

Sarah Sikowitz

The Forrester Wave™: Lead Agencies, Q4 2016 report is hot off the press! 

Companies that succeed in the post-digital era marry digital engagement, traditional marketing, data, and technology to create superior, customer-centric brand experiences. For marketers, this means staying ahead of changing consumer behavior and organizing your team to meet the needs of today’s empowered customer.

As marketers’ rise to this challenge, they look to lead agencies  to drive brand, creative, and experience strategy, along with campaign development across traditional and digital touchpoints. They also look for productive collaboration across diverse agency rosters and a commitment to attracting and retaining post-digital thinkers.  

We evaluated the lead agency capabilities of eight agencies — 360i, Barkley, Havas Worldwide, Hill Holliday, mcgarrybowen, Publicis NA, R/GA, and VML.

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Take The Wheel: Build Your Cloud Computing Strategic Plan NOW

Dave Bartoletti
Are you excited by all the new innovations coming in the cloud computing market for 2017? Our Predictions report neatly summarizes them for you. Now what are you going to do about it? If you’re like the majority of infrastructure and operations pros I speak with about cloud, building a strategic plan to get your cloud plans in order is a top priority for 2017.
 
2017 is the perfect time for I&O pros to take control of their company’s cloud computing strategy, because cloud adoption is up, developers are more keen on cloud services than ever — and cloud is where the most exciting innovations in IoT, machine learning, big data analytics, and container-based development are happening.
 
Cloud is now a foundational enterprise technology. I&O leaders must strike the right balance between business, developer, and tech management priorities to source, configure, deliver, and optimize the right mix of cloud services for their business.
 
Above all, your cloud strategic plan must be customer-obsessed. Do you know what it means to build a customer-obsessed operating model based on cloud computing? Don’t wait to find out. Your business won’t wait. And most of all, your customers won’t wait.
 
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Boost Customer Obsession With Business Technology

Eveline Oehrlich

Welcome to the age of the customer!

To quickly recap: this is the age where digitally empowered customers are driving firms to become customer-obsessed, digital businesses that apply customer-led, insights-driven, fast, and connected technology. You may be asking “What does this have to do with me and my responsibility in Infrastructure and Operations?” To answer in brief, your CIO and technology management organization play central roles in making your firm customer obsessed because:

  • Technology enables dramatic business transformation.Customer-obsessed digital businesses exploit digital technologies to create new customer value and increase operational agility in service of customers. Companies that understand how to master these challenges are driving digital transformation to become digital predators. Forrester predicts that by 2020, every business will be either a digital predator or digital prey.
  • Customer-led business value drives technology investments. Tech management organizations must understand, manage, and communicate technology’s role in delivering customer-obsessed outcomes like digital customer experience. Technology executives responsible for service design and delivery must minimize the cost of MOOSE (spending to maintain and operate the tech organization, systems, and equipment) for ongoing operations, deliver the agreed quality of service, and shift investments to customer-obsessed innovation. Only 14% of budgets for new IT initiatives and projects support sell-side business operations.
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2017 Predictions: Big Data, Digital, and Virtual Care Key to Engage Healthcare’s Empowered Consumer

Kate McCarthy

The healthcare industry is changing rapidly as its consumers begin to demand more of the organizations from whom they receive care and insurance. Not only are healthcare consumers sharing more financial risk for the insurance and care they receive, but they are increasingly purchasing insurance outside of group contracts via exchanges or Medicare and Medicaid programs. In 2015, we saw the first big signal that the health insurance industry is pivoting from B2B to B2C-whether they’re ready or not-as the percent of business served by group contracts dropped to 48%. Providers and payers continue to struggle to understand what engages the healthcare consumer. As they seek to win, serve and retain these customers, they will need the tools, people, and culture to crack that code and master patient and consumer engagement.

Forrester sees three big, highly visible trends accelerating in 2017: 1) continued adoption of big data technologies to ingest and derive useful, high-quality, and cost-impacting insights, 2) expanding investments in digital experience to achieve more engagement and satisfaction, and 3) virtual care investments continue to grow to serve future demand. We believe these investments are necessary to win, serve, and retain healthcare's empowered consumer, because:

  1. Mastery of unstructured data will deliver customer insight.  Payers and providers must integrate unstructured data to derive patient and customer insight. Providers, particularly, should start taking advantage of health clouds.  And they should begin to apply cognitive offerings to pull more insight from their data. 
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