Strategy Driven

DECEMBER 29, 2013

How to use channels, technology, and other strategic choices to improve your customer service. Relate Articles: Complimentary Resource – Forrester Research Report: The Business Impact of Mobile Engagement. Read on to discover: Myths of customer service. Up-to-date data on how and why customers are affected by customer service.

Resources 50

Resources White Paper Forrester Newsletter 50

Chart Your Course

DECEMBER 28, 2017

Advancing work technologies are changing the ways in which companies and their employees work. In a recent study, Forrester Research reported “close to 15 million new jobs will be created in the US alone over the next decade as a result of automation and smart machines.” Archived editions are posted at [link].

Trends 100

Trends Forrester Agility Emotional Intelligence 100

Harvard Business Review

JUNE 3, 2011

The questions I get from management about social applications are varied. How do you manage all this? How can we prove to management that all these social applications are paying off? Crucially, the right strategy here is not to put all the social efforts under one manager.

Technology 15

Technology Management Forrester Maturity 15

Rich Gee Group

JANUARY 8, 2011

home about rich our team news our fans services executive coach business coach speaking inspire media knowledge books affiliates contact Rich Gee Group 203.500.2421 Are We Experiencing A Technology Tsunami? Lately, I find as each month progresses, I am leveraging the old basics of business and office technology less and less.

Technology 247

Technology Forrester Licensing Software 247

Harvard Business Review

NOVEMBER 8, 2016

Sales reps, according to Forrester , tend to prioritize a sales agenda over solving a customer’s problem. If organizations don’t change their outdated thinking and create effective sales models for today’s digital era, Forrester warns that 1 million B2B salespeople will lose their jobs to self-service e-commerce by 2020.

B2B 22

B2B Forrester Media Content 22

Harvard Business Review

JULY 16, 2014

Recently I’ve been having a very hard time talking to students, executives, and business leaders about information technology. Cloud computing has accelerated this schism, because of its capacity to take the technology group out of the business of servicing other units.

CIO 15

CIO Information Technology Forrester Technology 15

Harvard Business Review

AUGUST 29, 2012

Managers who don’t give their employees choices in how to do their work are perceived as dictators or authoritarians,” Iyengar says. Managers who give employees limited choices in their approach to work (some options, but not too many) are perceived as both warm and competent. The key is to find the right balance. Forgive the emphasis.

Real Estate 15

Real Estate Forrester CIO Metrics 15

Harvard Business Review

OCTOBER 5, 2011

Today it's rare to find a CEO who won't acknowledge the impact digital technology is having on their business. In a digitally driven economy, the preferred way for everyone to interact with a company is through internet technologies, such as a company's website, mobile interface, or Twitter feed.

Engineering 15

Engineering Forrester Software Mass Marketing 15

Harvard Business Review

APRIL 18, 2011

Over the next month, HBR will examine this topic — how managers are turning their companies into customer-focused organizations — in depth. The growing obsession with customer excellence is driven, in part, by technology. This subject is a hot one in c-suites at the moment.

Organization 15

Organization Forrester Bottom-up Short-term 15

Harvard Business Review

APRIL 26, 2011

These customer experience management initiatives can be complex. Travel Together: Customizable spaces and complete baggage management for passengers traveling in groups for events ranging from industry conferences to vacations. •

B2B 15

B2B Airlines Travel Stage-Gate 15

Harvard Business Review

SEPTEMBER 11, 2017

companies can’t fill their open positions, according to a McKinsey Global Institute study that found that analytical, engineering, and management roles are the hardest to fill. Winning in the future will require a rigorous approach to accessing and managing independent workers. For instance, 40 percent of U.S.

Content 13

Content Katz Forrester Budgeting 13

Harvard Business Review

MARCH 28, 2018

How technology is changing the design and delivery of care. Health Care’s New Frontier. Sponsored by Optum. Healthcare is a high stress environment, where, understandably, information security training is often not the top priority. That said, it seems much lower on the priority list than it should be.

Health Care 14

Health Care Forrester Policies Tactics 14

Harvard Business Review

JANUARY 29, 2015

James McQuivey, principal analyst and vice president at Forrester, suggested that executives should sit up and pay attention to HoloLens. As an executive, you care about this because in Forrester’s Technographics survey data, there are 7.2 But the technology itself is moving faster than before. This one comes to mind.).

Forrester 8

Forrester Technology Execution Automotive 8

Harvard Business Review

SEPTEMBER 28, 2012

When teachers or factory workers go on strike, they're hoping to remind management of the value of their expertise. Cory offers a technological fix for this problem, but here's a simpler one: when your bank calls you, hang up and call them back, using the number on the back of your card. Why Big Companies Can't Innovate (HBR.org).

Forrester 8

Forrester Banking Ryan Hotels 8

Harvard Business Review

MARCH 14, 2018

But along with fax machines and long golf games, these features of B2B life have all but disappeared due to the astonishing change in technology over the past two decades. Bain & Company’s research on what consumers value shows how people benefit in multiple ways from digital technology.

B2B 8

B2B Schein Forrester CRM 8

Harvard Business Review

JULY 14, 2016

While most executives are pros at managing change, digital transformation is a much deeper change than the usual process or system update. Most companies target digital transformation and end up with digital upgrades, using digital technology to increase efficiency or effectiveness at something your firm is already doing.

Business Model 8

Business Model Human Capital Real Estate Forrester 8

Harvard Business Review

SEPTEMBER 20, 2016

The key to identifying and addressing at-risk employees before a breach or incident occurs is to focus as much on understanding and anticipating human behavior as on shoring up technological defenses. As Forrester’s July 2016 Hunting Insider Threats report states, “Insiders are people, not computers.

Forrester 8

Forrester Shaw Absenteeism Analysis 8

Harvard Business Review

MARCH 3, 2015

But few have measures or even have accountable managers in place for their social media investments, and only 7% say their organizations “understand the exact value at stake from digital.” Technology changes fast — remember MySpace and Friendster? ” Meanwhile, according to a Gallup survey , 62% of U.S.

Media 8

Media Advertising Public Relations Forrester 8

Harvard Business Review

JANUARY 31, 2014

And 43% feel confused and overwhelmed by the mishmash of collaboration technology at their disposal. I’m seeing a new generation of technology emerge that can make dispersed teams more productive than collocated teams. Setting ground rules for managing virtual communications. Technology has too often been disruptive.

Team 14

Team Conference Forrester Bond 14

Harvard Business Review

SEPTEMBER 29, 2014

Managers at the aerospace manufacturer wanted to make faster decisions for one of their big clients — NASA — by finding alternatives to the high volume of meetings and cumbersome spreadsheets used for tracking projects. SpaceX had a problem. In today’s organizations, the speed of decision making matters, but most are pretty bad at it.

Company 10

Company Forrester Software Technology 10

Harvard Business Review

APRIL 17, 2015

“Death of a B2B Salesman,” a new report from Forrester Research , lends urgency to the need for companies to rethink and radically transform their sales models by incorporating digital media into their processes. Contrary to what these findings — and Forrester’s prediction that “1 million U.S.

B2B 8

B2B Forrester Telemarketing Media 8

Harvard Business Review

MAY 3, 2017

Lucia Luce Quinn is Chief People Officer at Forrester Research. Zabeen Hirji, CHRO at the Royal Bank of Canada (RBC), grew up in retail banking and operations management roles before moving into HR. Upon arriving, she flatly refused the CEO’s offer of the CHRO role. .”

Quinn 15

Quinn Execution CFO Forrester 15

Eric Jacobson

JANUARY 4, 2021

They’ve seen them wrestling with children, in trying to manage personal and professional challenges at home, more Zoom gaffes than we can count, etc., which has given employers a deeply humanistic view of those they manage. The converse is also true. 2019 is gone for good.

Advice 123

Advice How To Forrester Incentives 123