The Forrester Wave : Digital Experience Platforms, Q4 2015
|
|
- Emory Parker
- 8 years ago
- Views:
Transcription
1 The Forrester Wave : Digital Experience Platforms, Q by Mark Grannan, Ted Schadler, and Stephen Powers Why Read This Report In Forrester s 40-criteria evaluation of digital experience platform vendors, we identified the 10 most significant software providers Acquia, Adobe, Demandware, EPiServer, IBM, Oracle, SAP hybris, Salesforce, SDL, and Sitecore in the category and researched, analyzed, and scored them. This report details our findings about how well each vendor fulfills our criteria and where they stand in relation to each other to help application development and delivery (AD&D) professionals select the right partner for their digital experience platform needs. Key Takeaways The Digital Experience Platform Market Is Coming Into Focus, Particularly In The Cloud We found three big changes since last year: rationalized products instead of newly acquired properties; a loving embrace of platform-asa-service; and a strong core forming around content-driven marketing and commerce experiences. Portfolio Integration, Strong Point Solutions, And Strategy Are The Biggest Differentiators No vendor can lead without having strong content, commerce, marketing, and analytics solutions. But practitioner simplicity and power, deployment rationalization, and integration are also critical. Each vendor s strategy determines its success. Adobe Edges Into Leader Territory Amidst A Competitive Market Adobe s integration efforts stand out; Cloud strategies for Acquia, Demandware and Salesforce shine; EPiServer, IBM, Oracle, and SAP hybris are rationalizing their portfolios; Sitecore deepens homegrown functionality; and SDL starts to regain momentum. forrester.com
2 by Mark Grannan, Ted Schadler, and Stephen Powers with Peter Sheldon, Anjali Yakkundi, Rusty Warner, Dominique Whittaker, Kevin Driscoll, and Tyler Thurston Table Of Contents Notes & Resources Digital Experience Platforms Anchor Your Digital Presence Digital Experience Platforms Must Meet Six Key Needs The Technology Landscape Vying To Meet DX Platform Demands Attention Digital Experience Platform Market Evaluation Overview We Evaluated The Best And Biggest Vendors In The Market Digital Experience Platforms Are Rapidly Evolving Vendor Profiles Leaders Strong Performers Contenders Lessons Learned From Customer Interviews Other Vendors Worthy Of Consideration Supplemental Material Forrester conducted product evaluations in August 2015 and interviewed 9 vendors and 27 customer references. Related Research Documents Digital Experience Technology Integration: Go Beyond Just A Basket Of Solutions The Forrester Wave : Mobile Infrastructure Services, Q Market Overview: Digital Customer Experience Delivery Platforms Why Read This Report Forrester Research, Inc., 60 Acorn Park Drive, Cambridge, MA USA Fax: forrester.com 2015 Forrester Research, Inc. Opinions reflect judgment at the time and are subject to change. Forrester, Technographics, Forrester Wave, RoleView, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. Unauthorized copying or distributing is a violation of copyright law.
3 Digital Experience Platforms Anchor Your Digital Presence Today, the proliferation of customer touchpoints, applications, and digital interactions demands a new technology architecture. We call this architecture a digital experience platform. For most large organizations, digital experience platforms include web and mobile touchpoints today, though advanced firms are expanding their digital presence, with retailers implementing digital walls or manufacturers empowering customers with mobile apps, for example. For those firms embracing the business technology (BT) agenda technology designed to win, serve, and retain customers the broader picture is not technology at all, it s the customer life cycle. And so Forrester defines digital experience platforms broadly as: Software to manage, deliver, and optimize experiences consistently across every digital touchpoint. While each organization must build its own business case, one large retailer told us that mobile customers triggered its multiyear digital experience initiative. Looking at three years of double-digit annual growth in mobile traffic, it became a business-critical challenge to realign digital experience technology with this always-on digital customer. In the next 18 months, this retailer is stitching together marketing, commerce, and customer service to better serve the customer across the life cycle. It s the biggest technology program the company has ever tackled. Digital Experience Platforms Must Meet Six Key Needs With the customer at the center, a digital experience platform architecture will help to align strategies, teams, processes, and technology to meet this integration imperative with six primary themes (see Figure 1): 1. Coordinate content, customer data, and core services to drive reuse and quality. 2. Unify marketing, commerce, and service processes to improve practitioner workflows. 3. Deliver contextually and share targeting rules to unify the glass. 4. Share front-end code across digital touchpoints to manage a common user experience. 5. Link data and analytics to add insight and drive action. 6. Manage code and extensions for maximum reuse while avoiding over-customization. 2
4 FIGURE 1 Forrester s Digital Experience Platform Architecture Analytics and insights Touchpoints Contextual delivery at the glass Marketing Commerce Service Customer data Content Other services Extensions and custom code The Technology Landscape Vying To Meet DX Platform Demands Attention Digital experience vendors recognize the need for a broad, well-integrated set of capabilities and have gone on a spending spree to either buy or build this out. Vendors hope to expand their relationships within an account and become sticky to stakeholders across technology, marketing, and business roles. Despite Forrester s belief that 1) vendors still have a long way to go on integration, and 2) an all-in-one platform is almost never practical given ever-present legacy technology constraints, organizational politics, and limited budgets, we firmly believe core capabilities and solid integration chops matter. 1 Forrester maintains that platform promises common tooling, reusable assets, shared data models, short implementation times, and limited training need not be limited to a single-vendor strategy. And yet, if your organization has existing investments with a technology vendor, it s likely they can make a good case to sell you additional products to extend your capabilities. It s now imperative to ask the following questions: How well integrated is the portfolio? How deep are the native capabilities? How much weight should prebuilt integration be given? 3
5 FOr APPlicATiOn DevelOPMenT & Delivery PrOFeSSiOnAlS Digital experience Platform Market evaluation Overview After examining past research, user need assessments, and vendor and expert interviews, we developed a comprehensive set of evaluation criteria. We evaluated vendors against 40 criteria, which we grouped into three high-level buckets: current offering. We evaluated on core capabilities, including content, commerce, analytics, marketing, service, and customer data; supporting capabilities, including digital asset management, search, social depth, testing and optimization, product information management, portal, global/localization, and mobile app platform; platform quality and consistency, including platform integration, Most vendors have embraced the cloud as a primary deployment option... particularly platform-as-aservice. practitioner toolkit, developer toolkit, security and permissions, multichannel delivery, codebase consistency, customer data management, dashboards and reporting, content integration, technical operations, extensions and components, and APis. Strategy. We evaluated each vendor s strategy on vision, rationalization strategy, commercial terms, account services, upgrade and release management, cloud deployment model, services partners, technology partners, and reference customer assessment. Market presence. We evaluated market presence based on customer base, product revenue, product revenue growth, and global presence. We Evaluated The Best And Biggest Vendors In The Market Forrester included 10 vendors in our digital experience platform assessment: Acquia, Adobe, Demandware, episerver, ibm, Oracle, SAP hybris, Salesforce, SDl, and Sitecore. Demandware chose not to fully participate in the process, so we placed their solution in the Forrester Wave based on our knowledge from past analysis and publicly available information. each vendor has (see Figure 2): A portfolio of strong products comprising digital experience platforms. We evaluated vendors with at least three strong products from the core of a digital experience platform: content, marketing, commerce, service, analytics, or customer data. A go-to-market strategy that solves for digital experience challenges. each platform or portfolio of products works across multiple core areas within the digital experience landscape. Prebuilt integration between owned products. Owned and third-party products must communicate. each platform has a minimum level of open standards support to enable integration with legacy systems and other digital experience delivery solutions Forrester research, inc. Unauthorized copying or distributing is a violation of copyright law. citations@forrester.com or
6 Reference customers with at least $1 billion in revenue. Each vendor must be able to provide enterprise customer references to attest to the platform s capabilities and viability. Mindshare among Forrester s enterprise customers. The vendors we evaluated are frequently mentioned in Forrester client inquiries, shortlists, consulting projects, and case studies. Digital Experience Platforms Are Rapidly Evolving We have changed our evaluation criteria and weightings to reflect our enterprise customers evolving needs. We assessed the core and supporting capabilities that anchor a digital experience platform and increased the contribution of integration, extensibility, APIs, and connector frameworks in order to evaluate the strength of the broader portfolio (see Figure 3). We found substantial changes in the products and market since our last evaluation in 2014: The outlines of the platform are coming into clearer focus. Every vendor in this evaluation has at least three of the six building blocks we deem important to a digital experience platform: content, commerce, marketing, service, analytics, and customer data. 2 But most vendors anchor their platform with content, marketing or commerce, and customer data management. Some vendors joined and some left the list of digital experience platforms. We removed vendors that have strengths in individual areas but not across our definition, and added EPiServer because of its efficacy and platform breadth. This market is still very much a work in progress, with no vendor showing clear leadership in the evaluation. Vendors lead in some areas and lag in others leading to a bunched overall lineup. No vendor has best-of-breed offerings in all six core building blocks, which leads to a neck-and-neck race in some cases. Overcome this by customizing the Wave spreadsheet to reflect your key requirements so vendors with the products you need bubble up the list. Most vendors have embraced the cloud as a primary deployment option. Almost every vendor already was or is now committed to platform-as-a-service (PaaS). This is a major benefit to companies looking to move quickly, run the newest cost, and deploy at scale. Product rationalization not acquisition defined the dynamic in Every vendor showed a more unified practitioner, administrative, and development experience. The vendors have more work to do here, particularly for on-premises deployments. We also found consistent gaps in what enterprises need from a digital experience platform: Mobile app support is still nascent or missing. Every vendor tells a responsive web design story. But mobile moments need personal, contextual, and immediate support. We saw little understanding that mobile is more than small web. When it comes to mobile apps, IBM, Oracle, and SAP lead with mobile infrastructure platforms. 3 5
7 Most lack a rationalized data story. One of the biggest challenges in building a portfolio through acquisition is rationalizing the core resources content, data, integration, and security. While we saw big advances in security and some in content, we saw gaps in the strategy and capabilities to create a single customer view. However, every vendor is investing here, so the situation next year, particularly with cloud offerings, will be much better. Analytics and content integration is very much a work in progress. Betting on web analytics is not a strategy. Neither is point-to-point content integration. While some vendors showed solid analytics or content hub functionality, all vendors have work to do. Customer service scenarios are underserved. The customer life cycle is more than discovery and purchase. Forrester s customers need to integrate customer care and service. Vendors need to improve their ability to help. This evaluation of the digital experience platforms market is intended to be a starting point only. We encourage clients to view detailed product evaluations and adapt criteria weightings to fit their individual needs through the Forrester Wave Excel-based vendor comparison tool. 6
8 FIGURE 2 Evaluated Vendors: Product Information Vendor Acquia Adobe Demandware EPiServer IBM Oracle Salesforce Product(s) evaluated Acquia Platform Adobe Marketing Cloud Demandware Commerce Cloud EPiServer Digital Experience Cloud IBM Digital Experience Suite Oracle CX Cloud: -Oracle Commerce -Oracle CPQ Cloud -Oracle Marketing Cloud -Oracle Sales Cloud -Oracle Service Cloud -Oracle Social Cloud -Oracle WebCenter Sites Salesforce App Cloud Salesforce Community Cloud Salesforce Marketing Cloud Salesforce Sales Cloud Salesforce Service Cloud Salesforce Wave Analytics Cloud Platform components (if sold separately) Acquia Cloud Acquia Cloud Site Factory Acquia Content Hub Acquia Lift Acquia Mollom Acquia Search Adobe Analytics Adobe Campaign Adobe Experience Manager Adobe Social Adobe Target IBM Campaign IBM Commerce IBM Digital Analytics IBM emessage IBM Interact IBM Marketing Operations IBM Silverpop IBM Tealeaf IBM Xtify Oracle B2B Cross-Channel Marketing Oracle B2C Cross-Channel Marketing Oracle Commerce Experience Manager Oracle Commerce Guided Search Oracle Commerce Merchandising Oracle Commerce Platform Oracle Content Marketing Oracle DMO Social Engagement and Monitoring Cloud Social Marketing Cloud WebCenterSites Social Network Cloud 7
9 FIGURE 2 Evaluated Vendors: Product Information (Cont.) Vendor SAP hybris SDL Sitecore Product(s) evaluated hybris Commerce Suite hybris Marketing Suite SDL Customer Experience Cloud Sitecore Experience Platform Sitecore Commerce Server Platform components (if sold separately) SAP Cloud for Customer SAP CRM SAP Enterprise Portal SAP Hana Cloud Platform SAP Jam SAP KXEN SDL Campaigns SDL Customer Journey Analytics SDL Digital Experience SDL ecommerce Optimization SDL Knowledge Center SDL Media Manager SDL Web 8
10 FIGURE 3 Forrester Wave : Digital Experience Platforms, Q4 15 Challengers Contenders Strong Strong Performers Leaders Current offering Adobe Oracle SAP hybris Sitecore IBM Salesforce Demandware Acquia SDL EPiServer Go to Forrester.com to download the Forrester Wave tool for more detailed product evaluations, feature comparisons, and customizable rankings. Market presence Full vendor participation Weak Incomplete vendor participation Weak Strategy Strong 9
11 FIGURE 3 Forrester Wave : Digital Experience Platforms, Q4 15 (Cont.) Forrester s Weighting Acquia Adobe EPiServer IBM Oracle Salesforce SAP hybris SDL Sitecore CURRENT OFFERING Core capabilities Supporting capabilities Platform quality and consistency 50% 40% 15% 45% STRATEGY Vision Rationalization strategy Commercial terms Account services Upgrade and release management Cloud deployment model Services partners Technology partners Reference customer assessment MARKET PRESENCE Customer base Product revenue Product revenue growth Global presence 50% 15% 10% 5% 10% 5% 15% 10% 10% 20% 0% 30% 25% 25% 20% All scores are based on a scale of 0 (weak) to 5 (strong). Vendor Profiles Leaders Adobe s integrated platform leads the market, but mostly supports marketing. San Jose, California-based Adobe has established a platform of best-of-breed technologies that support marketing activities. This portfolio includes web content management (WCM), testing and optimization, analytics, audience management, social publishing, and campaign management. Beyond the scope of this research, its portfolio also includes ad-serving and video broadcast technologies. Adobe s core services strategy standardizes some product engineering and user interface (UI) efforts. Adobe s biggest gaps in support of customer acquisition are a strong focus on business-to-consumer (B2C) markets and a lack of commerce offering; it continues to rely on partnerships. Adobe also has little in terms of a customer service offering. 10
12 Adobe s strategy matches its offerings: heavy on marketing-related technology, such as targeting, mobile, and campaigns, but light on customer service. Adobe states that its main investment in the next 18 months will be an initiative to consolidate all customer data into a unified data platform with a singular runtime and computation environment on top of the data. Adobe outshines the other evaluated vendors when it comes to services partners, though some of these partners have begun to complain about Adobe s cost and complexity, leaving potential openings for competitors. Adobe remains a fit for companies with sophisticated marketing needs that require best-of-breed solutions and with the budget to support them. Strong Performers Salesforce offers a sales, service, and marketing platform, but needs more integration. San Francisco-based Salesforce leverages much of its ExactTarget acquisition to tell a DX story, but is starting to piece together a much broader narrative. Salesforce remains the odd duck in this evaluation, as it does not have its own delivery tier in the form of a WCM or ecommerce engine. While Salesforce remains a powerhouse on sales and service, and the Marketing Cloud has many loyal customers, the integration between these clouds and marketing is not fully executed lacking common tooling, architecture, or code base. Fortunately, as a native cloud platform, the robust APIs and extensions owned by the sales and service clouds overcome some challenges, but even this approach is not shared across the portfolio today. We view Salesforce s vision as one of the most likely to provide large organizations with the tool set to realize digital transformation goals. However, as a PaaS platform with a healthy technology partner ecosystem, Salesforce shows its true strategic strength. Among this field of competitors, Salesforce is the closest to true PaaS, limited by its proprietary code development strategy. This strategy enables confident expansion into areas like mobile and platform that others have be unable to tame. However, with a hodgepodge of commercial terms and product strategies, the broader portfolio is hard to wrap your arms around. But even without the connection to the PaaS offering, ultimately Salesforce owns important, industry-leading solutions for sales, service, and marketing that support digital experiences. Oracle s integration across commerce, content, and campaigns hinges on cloud. Redwood Shores, California-based Oracle has continued its aggressive acquisition streak for its digital experience delivery platform. Last year we cited Oracle s ecommerce strength, but after this past year s investments including BlueKai and Maxymizer they now boast one of the largest marketing capabilities portfolios. Oracle s work to leverage all its acquisitions in an integrated fashion is patchy at best, but the bright spots are unmistakably in its cloud products where it has unified API management, UI, permissions, and technical tooling. Unfortunately, most cloud functionality is new (not yet to beta) and doesn t include the entire portfolio currently missing is the WebCenter Sites product line. 4 11
13 Oracle s acquisition strategy has a history of underinvesting in the acquired product; but in this evaluation we re starting see glimpses of the turnaround strategy, and it is cloud. Oracle s cloud product strategy appears to have good technical bones and the CX cloud management has the influence to push architectural changes to each product team. Conversely, the licensed products demand heavy investment with services partners and while Oracle boasts a number of traditional systems integrators (SIs), clients tell us that they struggle to find consistent quality in its services partners. While legacy, enterprise scenarios remain valid for complex CRM and portal products, Oracle s CX Cloud strategy is still currently a best fit for organizations focused on commerce-driven use cases. In parallel, marketing automation, customer data management, and targeting are rapidly pushing Oracle into marketing discussions. Demandware s cloud and partner strategies are strong, but pricing limits relevance. Burlington, Massachusetts-based Demandware has a 10-year track record as an enterprise B2C ecommerce solution. Demandware s pure software-as-a-service (SaaS) strategy provides a common data layer, common user interface, and common API set. Demandware s developer and API strategy is strong, if somewhat rigid. Demandware s extension strategy has paid off with a robust marketplace, supported by Demandware s technology partner certification process. This marketplace strategy is increasingly critical to customer s broader DX success. Demandware continues to invest deeper into commerce as it moves into the store. These technologies combine with its SaaS delivery model and revenue-sharing-only commercial model to form the most laser-focused strategy in our evaluation, limiting relevance to B2C commerce. Beyond this, Demandware s multichannel delivery relies heavily on its Link technology marketplace to extend its functionality. Demandware s services partner network (Link solution partners) include some global players, such as Accenture, Cognizant, Razorfish, and SapientNitro. Demandware is most relevant to those in the retail space who want to build out their broader digital experience delivery capabilities centered on commerce, as opposed to a broader platform supporting more of the customer life cycle. Note that Demandware did not participate in the research for this report, so Forrester based its findings on past briefings, products demos, and customer reference interviews. Acquia s cloud-first, open source platform lacks breadth but emphasizes integration. Boston-based Acquia extends the open source Drupal product to digital experience platform with cloud deployments, enterprise-scale support, and some additional products. Its strengths are in the areas of WCM and social depth tools. However, little of the rest of Acquia s functionality such as commerce, optimization, or mobile in particular is on par with the other solutions we evaluated. But Acquia emphasizes integrations with third-party products to meet digital experience challenges. And with solid partner support and a horde of Drupal developers available, it s a viable plan. Unlike our 2014 evaluation, customers report using Acquia as the center of their platform, with integrations in place. 12
14 Acquia s stated vision is being an open, cloud-first, integration-centric platform. This is appealing for companies looking to anchor digital experiences with content and community, but extend it out to commerce and service though integration. Acquia is cloud-first and offers the product as PaaS for more than 800 customers and a SaaS service for more than 3,000 customers. Acquia s biggest strategy gap is a lack of focus on the complete customer life cycle, particularly for customer service. Given its lower price point, cloud options, and rapid growth, Acquia has the potential to play a significant role in the digital experience platform market, particularly for companies with hundreds or thousands of sites. Acquia is best suited for companies looking for a digital experience platform they can utilize in a land-and-expand strategy. SAP hybris branches out into marketing with a raft of not-yet-mature products. Munich, Germany-based SAP hybris has traditionally played in the ecommerce space with a best-of-breed offering, but is now expanding into marketing. Launched in February 2015, SAP hybris Marketing brings a customer data-centric approach to personalizing content, but lacks some , social and automation capabilities when compared with competing marketing products, nor does it share common code or UI with the core platform. SAP hybris has also continued to invest in platform extensibility and integration via a data hub to connect to various back ends and this makes it a logical choice for many B2B manufacturers currently leveraging SAP enterprise resource planning (ERP). SAP hybris s vision focuses on adding marketing and microservices to extend to be a full frontoffice platform. SAP hybris-as-a-service (YaaS) will be a cloud-based extension environment to lighten up the core product for faster iteration. SAP hybris Profile will roll out on YaaS to improve the platform s data management capabilities for better personalization and targeting. Outside of YaaS, SAP hybris cloud strategy has not kept pace against the competition s PaaS and SaaS strategies due to a lack of autoscaling, on-demand deployment, and seamless upgrades. But given its backing from some of the biggest, global agencies and SIs, SAP hybris remains a solid choice for large, product-centric organizations who want to enable omnichannel strategies. Sitecore touts a flexible platform, but commerce is not yet battle tested. Copenhagen-based Sitecore offers a platform that combines its WCM, digital marketing, and commerce solutions. Sitecore focuses on technologies supporting customer acquisition, as opposed to supporting later stages of the customer life cycle, such as service. Its WCM offering is best-of-breed, while adjacent functionality such as campaign management, personalization, testing/optimization, and social capabilities is midlevel. The investment in a scalable data architecture is paying off by adding credibility to data-driven-marketing scenarios, while other areas like the mobile software development kit (SDK) strategy fail to push the envelope. But unlike others in this evaluation, all of these offerings with the exception of commerce were designed and built (or OEMed) to work together. Sitecore s marketing-centric vision aims to leverage data from all Sitecore-supported customer touchpoints in order to build a customer view. Sitecore has begun to talk about more predictive 13
15 functionality in its strategy, with suggested next best actions in some of its marketing tools. Its hybrid cloud strategy focuses on Azure, but the software doesn t take full advantage of the platform yet, and support for multitenant SaaS is at least several years away. Its content-andcommerce story is nascent; one customer reference expressed their fears of being a guinea pig when considering using both products together. Sitecore doesn t have much of a story around third-party integration, either. But customer references in general are very strong, and Sitecore also has an extensive service partner network, second only to Adobe s. Sitecore is a fit for companies looking for an all-in-one package as opposed to those looking to bolt on their own best-of-breed components to a content or commerce offering. IBM s portfolio rationalization slowly accelerates via cloud, but lacks shared urgency. Armonk, NY-based IBM is now rationalizing the acquisitions it has made over the past several years. It is simplifying and linking the products and commercial terms, implementing mobile apps, adopting the cloud and a continuous delivery release model, and building a content integration hub. Customers building a complex B2C or B2B experience or employee or partner portal will find much of what they need in IBM s portfolio. IBM has made strides since our last evaluation in its cloud version with better mobility, simpler practitioner tools, tighter security, and stronger content integration. The on-premises implementations are still a collection, however, requiring WebSphere, security, and integration skills. IBM needs to continue to implement customer profiles and complete the content hub. IBM defines digital experience platforms much more broadly than most of the vendors in this evaluation, emphasizing consumer, business customer, partner, and employee experiences across the customer life cycle. It also embraces the cloud for most products, running as PaaS IBM Bluemix Cloud. Another part of IBM s strategy is its services for strategy, design, development, and implementation. IBM must continue to rationalize its tool sets, particularly on-premises, and build relationships and connections to third-party tools. It should also invest more in agency partnerships outside of IBM Interactive Experience and OgilvyOne though it seems disinclined to do so. IBM is best fit for companies that have existing IBM relationships and products and that look to expand digital strategies beyond marketing and commerce. Contenders SDL makes strides with the cloud but is small with only recently revitalized growth. UK-based SDL is winning new business, particularly in travel and hospitality, with its SDL web product an integration of a series of acquisitions hosted by SDL as a PaaS. SDL has strong WCM tools and its BluePrinting and language translation capabilities are best-of-breed. The company has also invested in analytics, social listening, marketing, and content integration. However, SDL does not go far beyond its core marketing and content roots. SDL must build stronger commerce and customer service integrations as well as customer data management and on-premises product rationalization. 14
16 SDL s strategy focuses on cloud deployments, global customers, and a refined list of industries, including travel and hospitality, manufacturing, and automotive. This builds on the company s bestof-breed language translation capabilities. The company s executive leadership is in transition, though Forrester believes the company will maintain its consolidated product organization with a revitalized focus on North America to complement its European installed base. SDL still has work to repair its partner ecosystem it lacks established partnerships and integrations with many bestof-breed technology vendors and service providers. SDL is a best fit for organizations looking to support global, non-transactional digital experience delivery initiatives with heavy localization needs EPiServer supports low-complexity scenarios, but won t hit next gear until Stockholmand Nashua, New Hampshire-based EPiServer, which is now the combination of EPiServer and Ektron, is a new entrant in our evaluation this year. The company has a solid.net offering that is comprised of good WCM and basic marketing and commerce that is well-suited for customers with midlevel needs. Product strengths include content, APIs, and developer tools. The company rightfully avoids complex enterprise scenarios but could still improve its offering with better mobile support, analytics, and customer data management as well as prebuilt integrations with marketing, search, and commerce. The firm s strategy is centered on the cloud, increasingly running as a PaaS on Microsoft Azure. The cloud version benefits from continuous delivery. The company has a strong partner strategy to sell and serve customers in 30 countries, as well as more than 25,000 developers registered in its network. We are increasingly optimistic that the company is navigating the tough merger and leadership transitions gracefully, though the product rationalization is a work in progress. The next two releases in Q and Q will determine the success of this effort. Companies with well-defined, content-rich scenarios without advanced marketing or deep commerce needs should look at EPiServer, and look again next year. Lessons Learned From Customer Interviews When it comes to vendor satisfaction among its customers, we found reoccurring themes that served as a cautionary tale: Integration is more difficult than the vendors claim. Customers found that integration among customer-facing engagement applications and to back-end systems of record was more challenging than anticipated. One reference stated that the cost to integrate the vendor s product with existing third-party solutions was cost-prohibitive to address. Another reference mentioned that trying to integrate the vendor s own products with one another was causing problems, to their surprise. As one reference put it, The integration is only as good as the team that implements it. 15
17 Service partners, not vendor professional services, are vital to successful integration. The message from customer references was loud and clear: They regard service partners such as Accenture and Razorfish Global as instrumental partners throughout the integration process. The service partners knew their needs better than the platform vendors did. References also noted that vendors professional services fell short in their expectations for two main reasons: lack of available support technicians and online libraries/user support groups that vendors infrequently maintain. Don t bite off more than you can chew. Customers that found themselves buying into a platform s suite of products believed they bit off more than they could chew. Running into integration issues, slower-than-expected feature rollouts, and in some cases realizing a product did not run as advertised caused customers to rethink the use of additional products. One reference told us, Sadly it isn t what we expected it to be. We thought it was going to support [our systems] more fully. A number of references told us unfortunately, they were paying for features they weren t using. Aggressive sales teams are off-putting. No romantic partner wants to rush into a long-term commitment weeks in a relationship. Similarly, customers don t want to constantly be sold new products at every opportunity. Their opinion of a vendor changed when sales teams aggressively pushed new products on them before rolling out the ones they purchased. One customer put it bluntly, When we talk with our account managers they re always trying to sell us something new. We re happy to talk with them and go out to dinner, but we don t want an ipad shoved in our face while we re eating. Other Vendors Worthy Of Consideration The digital experience platform market is multidimensional with vendors focused on every industry, capability, and stage in the customer life cycle. We track hundreds of vendors, including those with point solutions to augment a platform, like Qubit s or Persado s; established vendors in specialized markets like portal vendors Backbase and Liferay; 25 other WCM vendors including Crownpeak, Hippo, and Magnolia; and vendors with strong products that AD&D professionals may wish to consider, including some vendors we evaluated in last year s Wave: Digital River. Minnetonka, Minnesota-based Digital River has been in the ecommerce space for 20 years, differentiating from its competition by acting as the merchant of record on behalf of clients. Given the limited scope of the Digital River platform combined with the fact that the solution is 100% SaaS the core traits are strong: a common UI, data layer, reporting/analytics, and release cycle. However, while touting broad global commerce support, Digital River s services partner relationships are currently limited, weakening the chances for the largest customers, with large SKU counts. Two recent moves suggest Digital River is trying to invigorate growth: Digital River both went private and partnered with Adobe Experience Manager in early While those pan out, Digital River remains a good fit for organizations who need a tightly focused commerce solution often for digital or high-tech goods to complement their broader digital presence. 16
18 Hewlett Packard. Hewlett Packard Enterprise inherited the Autonomy knowledge management assets, while TeamSite and the other HP Marketing Optimization products went to HP Inc. While the individual products are strong, it s not clear how PC- and printer-centric HP Inc. will approach enterprise digital experience customers or partners. However, the company continues to invest in the products with improved practitioner tools, mobile support, and integration with its marketing software. The HP digital experience product set today is best suited to existing HP customers or content-centric enterprises with large, complex requirements that demand heavy customization. Intershop. A stalwart in the ecommerce space, the Jena, Germany-based company complements a top-of-the-line commerce platform with relatively rudimentary marketing tools. WCM, campaign management, product information management (PIM), digital asset management (DAM), testing, and social capabilities are native to the Intershop platform, but in recognition of the industry demands, Intershop partnered with Adobe Experience Manager in As a single-solution offering, Intershop stands out through a consistent user interface across nearly all of its platform components, and embedded capabilities for both personalization and analytics that are necessities for data-driven marketers. Limited North American market share works against Intershop, but its relatively low price point is a bright spot. OpenText. Waterloo, Ontario-based OpenText has more than 20 years experience in the enterprise information, content, and process management software markets. OpenText s platform spans functionality across WCM, DAM, campaign management, social depth, and via a partnership with SAP, PIM technology. The company s strengths are in its core business process management and content management capabilities and potential to work in secure portals for employees, partners, and B2B customers. OpenText is a good fit for portals and B2B organizations where technology management groups are leading the charge and have established OpenText relationships due to heavy content and process needs. 17
19 Engage With An Analyst Gain greater confidence in your decisions by working with Forrester thought leaders to apply our research to your specific business and technology initiatives. Analyst Inquiry Ask a question related to our research; a Forrester analyst will help you put it into practice and take the next step. Schedule a 30-minute phone session with the analyst or opt for a response via . Learn more about inquiry, including tips for getting the most out of your discussion. Analyst Advisory Put research into practice with in-depth analysis of your specific business and technology challenges. Engagements include custom advisory calls, strategy days, workshops, speeches, and webinars. Learn about interactive advisory sessions and how we can support your initiatives. Supplemental Material Online Resource The online version of Figure 3 is an Excel-based vendor comparison tool that provides detailed product evaluations and customizable rankings. Data Sources Used In This Forrester Wave To validate product and vendor qualifications, Forrester conducted reference calls with 3 of each vendor s current customers. The Forrester Wave Methodology We conduct primary research to develop a list of vendors that meet our criteria to be evaluated in this market. From that initial pool of vendors, we then narrow our final list. We choose these vendors based on: 1) product fit; 2) customer success; and 3) Forrester client demand. We eliminate vendors that have limited customer references and products that don t fit the scope of our evaluation. 18
20 After examining past research, user need assessments, and vendor and expert interviews, we develop the initial evaluation criteria. To evaluate the vendors and their products against our set of criteria, we gather details of product qualifications through a combination of lab evaluations, questionnaires, demos, and/or discussions with client references. We send evaluations to the vendors for their review, and we adjust the evaluations to provide the most accurate view of vendor offerings and strategies. We set default weightings to reflect our analysis of the needs of large user companies and/or other scenarios as outlined in the Forrester Wave document and then score the vendors based on a clearly defined scale. These default weightings are intended only as a starting point, and we encourage readers to adapt the weightings to fit their individual needs through the Excel-based tool. The final scores generate the graphical depiction of the market based on current offering, strategy, and market presence. Forrester intends to update vendor evaluations regularly as product capabilities and vendor strategies evolve. For more information on the methodology that every Forrester Wave follows, go to Integrity Policy All of Forrester s research, including Forrester Wave evaluations, is conducted according to our Integrity Policy. For more information, go to Endnotes 1 Technical integration is a major pain point for AD&D professionals supporting DX. While vendor platforms increasingly want to tell an end-to-end story to support unified experiences, organizations will almost never be able to or willing to adopt a single-vendor solution set. Instead, they must own their digital experience architecture and strategy. This strategy must flex and adjust over time, shaping an entire road map of investments into digital experience technologies for customer experiences. AD&D professionals must develop this technology integration strategy to connect content, data, and systems to unify workflows that drive unified customer experience over time and across touchpoints. See the Digital Experience Technology Integration: Go Beyond Just A Basket Of Solutions Forrester report. 2 AD&D professionals must evaluate, implement, integrate and build front-end experiences on-top of this fragmented landscape. Technology vendors try to help by bringing more complete digital customer experience portfolios to the market, although hopes for a homogenous environment are unrealistic at this point. In this report, we define the emerging digital customer experience delivery platform, explore the vendors delivering these solutions, and provide insight into the approaches these vendors take to integrate with the technologies in which their customers have already invested. See the Market Overview: Digital Customer Experience Delivery Platforms Forrester report. 3 In Forrester s 112-criteria evaluation of mobile infrastructure service vendors, we identified 10 significant software and service providers AnyPresence, Appcelerator, IBM, Kinvey, Kony, Microsoft, MobileSmith, Oracle, Red Hat, and SAP in the category and researched, analyzed, and scored them. This report details our findings about how well each vendor fulfills our criteria and where they stand in relation to each other to help application development and delivery (AD&D) professionals select the right partner for their mobile infrastructure services needs. See the The Forrester Wave : Mobile Infrastructure Services, Q Forrester report. 4 Oracle tells Forrester that they plan to release Oracle Sites Cloud Service by the end of calendar year,
21 We work with business and technology leaders to develop customer-obsessed strategies that drive growth. Products and Services Core research and tools Data and analytics Peer collaboration Analyst engagement Consulting Events Forrester s research and insights are tailored to your role and critical business initiatives. Roles We Serve Marketing & Strategy Professionals CMO B2B Marketing B2C Marketing Customer Experience Customer Insights ebusiness & Channel Strategy Technology Management Professionals CIO Application Development & Delivery Enterprise Architecture Infrastructure & Operations Security & Risk Sourcing & Vendor Management Technology Industry Professionals Analyst Relations Client support For information on hard-copy or electronic reprints, please contact Client Support at , , or clientsupport@forrester.com. We offer quantity discounts and special pricing for academic and nonprofit institutions. Forrester Research (Nasdaq: FORR) is one of the most influential research and advisory firms in the world. We work with business and technology leaders to develop customer-obsessed strategies that drive growth. Through proprietary research, data, custom consulting, exclusive executive peer groups, and events, the Forrester experience is about a singular and powerful purpose: to challenge the thinking of our clients to help them lead change in their organizations. For more information, visit forrester.com
The Forrester Wave : Digital Agencies In China Strategy And Execution, Q1 2015
For: Marketing Leadership Professionals The Forrester Wave : Digital Agencies In China Strategy And Execution, Q1 2015 by Xiaofeng Wang, January 27, 2015 Key Takeaways OgilvyOne, Isobar, And Razorfish
More informationThe Forrester Wave : Digital Experience Delivery Platforms, Q3 2014
For: Application Development & Delivery Professionals The Forrester Wave : Digital Experience Delivery Platforms, Q3 2014 by Stephen Powers, Mark Grannan, and Anjali Yakkundi, July 22, 2014 Key Takeaways
More informationWinning with EPiServer
Winning with EPiServer Doing what no one else is doing Digital Marketing E-Commerce Improving customer experience by combing e-commerce and digital marketing software Doing what no one else is doing Customer
More informationThe Forrester Wave : Real-Time Interaction Management, Q3 2015
The Forrester Wave : Real-Time Interaction Management, Q3 2015 by Rusty Warner Why Read This Report In Forrester s 35-criteria evaluation of real-time interaction management (RTIM) vendors, we identified
More informationShould Your Web Content Management System Run In The Cloud?
FOR APPLICATION DEVELOPMENT & DELIVERY PROFESSIONALS Should Your Web Content Management System Run In The Cloud? by Ted Schadler Why Read This Report Web content management (WCM) systems are the cornerstone
More informationThe Forrester Wave : Application Release Automation, Q2 2015
For: Infrastructure & Operations Professionals The Forrester Wave : Application Release Automation, Q2 2015 by Amy DeMartine and Kurt Bittner, April 14, 2015 Key Takeaways I&O Pros Are Turning Toward Release
More informationebay Enterprise Is A Strong Performer Among Omnichannel Order
For ebusiness & Channel Strategy Professionals July 29, 2014 ebay Enterprise Is A Performer Among Omnichannel Order Management Vendors Excerpted From The Forrester Wave : Omnichannel Order Management,
More informationThe Forrester Wave : Web Content Management For Digital Customer Experience, Q2 2013
For: Application Development & Delivery professionals The Forrester Wave : Web Content Management For Digital Customer Experience, Q2 2013 by stephen powers and David Aponovich, April 8, 2013 Key TaKeaWays
More informationBrief: GE Positions Itself As A Digital Industrial Leader
FOR CIOS Brief: GE Positions Itself As A Digital Industrial Leader by John C. McCarthy Why Read This Brief GE recently hosted Minds + Machines 2015, its fourth annual industrial Internet marketing and
More informationThe Forrester Wave : Enterprise Mobile Management, Q4 2015
The Forrester Wave : Enterprise Mobile Management, Q4 2015 by Christian Kane Why Read This Report In Forrester s 25-criteria evaluation of enterprise mobile management (EMM) vendors, we identified the
More informationThe Forrester Wave : Bid Management Software Providers, Q4 2012
FOR: Interactive Marketing Professionals The Forrester Wave : Bid Management Software Providers, Q4 2012 by shar VanBoskirk, november 16, 2012 Key TaKeaWays software solutions exist To help scale paid
More informationThe Forrester Wave : Online Video Platforms, Q1 2013
For: Application Development & Delivery professionals The Forrester Wave : Online Video Platforms, Q1 2013 by philipp Karcher, march 8, 2013 key TakeaWays Businesses use Video platforms To Manage Their
More informationMaking Leaders Successful Every Day
January 27, 2012 The Forrester Wave : US Digital Agencies Mobile Marketing Strategy And Execution, Q1 2012 by Melissa Parrish for Interactive Marketing Professionals Making Leaders Successful Every Day
More informationThe Forrester Wave : Cross-Channel Campaign Management, Q3 2014
For: Customer Insights Professionals The Forrester Wave : Cross-Channel Campaign Management, Q3 2014 by Jason McNellis, August 28, 2014 Key Takeaways The Cross-Channel Campaign Market Is Complex The campaign
More informationThe Forrester Wave : Loyalty Program Service Providers, Q4 2013
For: Customer Insights Professionals The Forrester Wave : Loyalty Program Service Providers, Q4 2013 by Emily Collins, October 30, 2013 Key Takeaways Loyalty Service Providers Don t Just Support Points
More informationJuly 13, 2011 The Forrester Wave : Web Content Management For Online Customer Experience, Q3 2011
July 13, 2011 The Forrester Wave : Web Content Management For Online Customer Experience, Q3 2011 by Stephen Powers for Content & Collaboration Professionals Making Leaders Successful Every Day July 13,
More informationThe Forrester Wave : Web Content Management Systems, Q1 2015
For: Application Development & Delivery Professionals The Forrester Wave : Web Content Management Systems, Q1 2015 by Ted Schadler, February 4, 2015 Key Takeaways Web Content Management Is The Backbone
More informationThe Forrester Wave : Enterprise Marketing Software Suites, Q4 2014
For: Customer Insights Professionals The Forrester Wave : Enterprise Marketing Software Suites, Q4 2014 by Cory Munchbach and Rusty Warner, October 21, 2014 Key Takeaways Adobe And Salesforce.com Take
More informationApplication Performance Management Is Critical To Business Success
A Custom Technology February 2014 Adoption Profile Commissioned By IBM Application Performance Management Is Critical To Business Success 1 Introduction We have entered the age of the customer, an era
More informationThe Forrester Wave : Web Analytics, Q2 2014
For: Customer Insights Professionals The Forrester Wave : Web Analytics, Q2 2014 by James McCormick, May 13, 2014 Key Takeaways Adobe, AT Internet, IBM, And Webtrends Are Leaders In Enterprise Web Analytics
More informationCase Study & POC & Demos Information
Case Study & POC & Demos Information Type: Case Study Name: Multichannel Campaign Management (MCCM) Description: The IBM Company seeks, as vendor, through the multichannel campaign management (MCCM) services,
More informationTransforming Business Processes with Agile Integrated Platforms
Transforming Business Processes with Agile Integrated Platforms SPRING 2015 Sponsored by SAP Technology Business Research, Inc. Technology changes, but the needs of business do not. Integration is essential
More informationThe Forrester Wave : SaaS HR Management Systems, Q4 2014
For: Applications Development & Delivery Professionals The Forrester Wave : SaaS HR Management Systems, Q4 2014 by Paul D. Hamerman, October 1, 2014 Key Takeaways SaaS HRMS Is Growing Rapidly As A Migration
More informationThe Forrester Wave : Innovation Agencies, Q4 2014
For: CMOs The Forrester Wave : Innovation Agencies, Q4 2014 by Sarah Sikowitz, December 8, 2014 Key Takeaways SapientNitro, R/GA, And Frog Lead The Pack Forrester s research uncovered a market in which
More informationThe Forrester Wave : Online Testing Platforms, Q1 2013
For: Customer Intelligence Professionals The Forrester Wave : Online Testing Platforms, Q1 2013 by Joe stanhope, February 7, 2013 updated: Febuary 13, 2013 key TakeaWays online Testing is poised For a
More informationAGILONE VB INSIGHT S MARKETING CLOUDS REPORT
AGILONE VB INSIGHT S MARKETING CLOUDS REPORT SPRING 2015 CONTENTS AgilOne Overview Market Positioning Penetration Solution Scope Pricing Usage & Integration Scope Of Solution Usability Internal Integration
More informationThe Forrester Wave : Digital Asset Management For Customer Experience, Q4 2014
For: Application Development & Delivery Professionals The Forrester Wave : Digital Asset Management For Customer Experience, Q4 2014 by Anjali Yakkundi, November 25, 2014 Key Takeaways OpenText, ADAM,
More informationThe Forrester Wave : Enterprise Marketing Software Suites, Q2 2016
The Forrester Wave : Enterprise Marketing Software Suites, Q2 2016 by Rusty Warner Why Read This Report In our 40-criteria evaluation of enterprise marketing software suites (EMSS) providers, we identified
More informationBuild An Outside-In Contact Center Road Map
FOR: Application Development & Delivery professionals Build An Outside-In Contact Center Road Map by Art schoeller, november 20, 2012 key TakeaWays Link your Contact Center investments To The Customer
More informationThe Forrester Wave : SEO Platforms, Q4 2012
FOR: Interactive Marketing Professionals The Forrester Wave : SEO Platforms, Q4 2012 by shar VanBoskirk, October 31, 2012 key TakeaWays seo isn t Just about agencies anymore Search marketers have traditionally
More informationThe Forrester Wave : Application Security, Q4 2014
For: Security & Risk Professionals The Forrester Wave : Application Security, Q4 2014 by Tyler Shields, December 23,2014 Key Takeaways HP, IBM, Veracode, WhiteHat, Contrast Security, Quotium, And Checkmarx
More informationSimplify And Innovate The Way You Consume Cloud
A Forrester Consulting October 2014 Thought Leadership Paper Commissioned By Infosys Simplify And Innovate The Way You Consume Cloud Table Of Contents Executive Summary... 1 Cloud Adoption Is Gaining Maturity
More informationMarket Overview: Digital Customer Experience Delivery Platforms
For: Application Development & Delivery Professionals Market Overview: Digital Customer Experience Delivery Platforms by Mark Grannan, Anjali Yakkundi, and Ted Schadler, December 8, 2014 Key Takeaways
More informationThe Forrester Wave : Mobile Infrastructure Services, Q3 2015
The Forrester Wave : Mobile Infrastructure Services, Q3 2015 by Michael Facemire and Jeffrey S. Hammond Why Read This Report In Forrester s 112-criteria evaluation of mobile infrastructure service vendors,
More informationIs Your Data Management Ready For Systems Of Insight?
Is Your Data Management Ready For Systems Of Insight? by Michele Goetz July, 0 Why Read This Report Systems of insight (SOI) will create a culture where what you do with the data is more than how you manage
More informationThe Forrester Wave : Enterprise Listening Platforms, Q1 2014
For: Customer Insights Professionals The Forrester Wave : Enterprise Listening Platforms, Q1 2014 by Allison Smith, January 22, 2014 Key Takeaways Listening Platforms Have Expanded Their Capabilities Enterprise
More informationModernizing ERP for B2B E-Commerce Success. The Challenges with Legacy ERP/E-Commerce Platforms and How to Solve Them
Modernizing ERP for B2B E-Commerce Success The Challenges with Legacy ERP/E-Commerce Platforms and How to Solve Them The Challenges with Legacy ERP/E-Commerce Platforms and How to Solve Them During the
More informationThe Forrester Wave : Mobile Front-End Test Automation Tools, Q2 2016
The Forrester Wave : Mobile Front-End Test Automation Tools, Q2 2016 by John M. Wargo and Diego Lo Giudice Why Read This Report In our 40-criteria evaluation of mobile front-end test automation tools,
More informationSitecore Is A Leader Among Web Content Mangement Systems
February 4, 2015 Sitecore Is A Leader Among Web Content Mangement Systems Excerpted From The Forrester Wave : Web Content Management Systems, Q1 2015 by Ted Schadler with Stephen Powers and Steven Kesler
More informationThe Forrester Wave : Cross-Channel Attribution Providers, Q4 2014
For: Customer Insights Professionals The Forrester Wave : Cross-Channel Attribution Providers, Q4 2014 by Tina Moffett, November 7, 2014 Key Takeaways AOL/Convertro, Google, And Visual IQ Lead The Pack
More informationEnterprises Shift To Smart Process Apps To Engage Customers
A Custom Technology Adoption Profile Commissioned By Kofax Executive Summary Historically, companies have invested in systems that make the business more efficient systems like customer relationship management
More informationWin The Social Marketing Measurement Game
FOR: Interactive Marketing Professionals Win The Social Marketing Measurement Game by Nate Elliott, November 21, 2012 KEY TAKEAWAYS Avoid The Temptation To Oversimplify Your Metrics Blended single engagement
More informationThe Forrester Wave : Traditional Disaster Recovery Service Providers, Q1 2014
For: Infrastructure & Operations Professionals The Forrester Wave : Traditional Disaster Recovery Service Providers, Q1 2014 by Rachel A. Dines, January 17, 2014 Key Takeaways Firms Look To Outsourced
More informationThe Forrester Wave : Private Cloud Solutions In China, Q1 2015
For: Infrastructure & Operations Professionals The Forrester Wave : Private Cloud Solutions In China, Q1 2015 by Charlie Dai and Frank Liu, January 23, 2015 Key Takeaways HP And VMware Lead Among Multinationals;
More informationJanuary 10, 2006 Allant: A Market Leader Among Database Marketing Service Providers The Forrester Wave Vendor Summary, Q1 2006
TECH CHOICES Allant: A Market Leader Among Database Marketing Service Providers The Forrester Wave Vendor Summary, Q1 2006 by Eric Schmitt with Chris Charron and Jennifer Joseph EXECUTIVE SUMMARY The Allant
More informationThe Forrester Wave : Customer Analytics Solutions, Q4 2012
FOR: Customer Intelligence Professionals The Forrester Wave : Customer Analytics Solutions, Q4 2012 by srividya sridharan, October 26, 2012 key TakeaWays Customer analytics Users Want help across The analytics
More informationCloud Services for DevOps: Next-gen PaaS Through MBaaS
Cloud Services for DevOps: Next-gen PaaS Through MBaaS September 2013 Presented by: Brad Shimmin Research Director, Business Technology and Software bshimmin@currentanalysis.com Charlotte Dunlap Sr. Analyst,
More informationThe Forrester Wave : Room-Based Videoconferencing, Q3 2012
FOR: CIOs The Forrester Wave : Room-Based Videoconferencing, Q3 2012 by Philipp Karcher, August 21, 2012 Key TaKeaWays Videoconferencing Lets Firms Cut Travel and improve everyday Meetings In a work culture
More informationThe Forrester Wave : BPM Platforms For Digital Business, Q4 2015
The Forrester Wave : BPM Platforms For Digital Business, Q4 2015 by Clay Richardson Why Read This Report In Forrester s 31-criteria evaluation of business process management vendors, we identified the
More informationUnlock your digital marketing potential
Unlock your digital marketing potential 1 Our digital marketing alliance. 2 Deloitte & Adobe: better together Our roots run deep. We have a proven history of collaborating for client advantage. Our decade-long
More informationAccenture Is A Leader Among Global Infrastructure Outsourcing Vendors
January 13, 2015 Accenture Is A Leader Among Global Infrastructure Outsourcing Vendors Excerpted From The Forrester Wave : Global Infrastructure Outsourcing, Q1 2015 by William Martorelli and Wolfgang
More informationThe Forrester Wave : Enterprise Backup And Recovery Software, Q2 2013
For: Infrastructure & Operations Professionals The Forrester Wave : Enterprise Backup And Recovery Software, Q2 2013 by Rachel A. Dines, June 28, 2013 KEY TAKEAWAYS Plagued By Age-Old Backup And Recovery
More informationIBM Workload Automation: Major Improvements in Hybrid Cloud Workload Management, Predictive Analytics and User Experience
Research Report IBM Workload Automation: Major Improvements in Hybrid Cloud Workload Management, Executive Summary Imagine the challenges involved in trying to manage application workflow across dozens
More informationThe New Calculus Of Marketing How Marketing Leaders Must Re- Engineer For The Internet Of Customers
A Forrester Consulting Thought Leadership Paper Commissioned By Salesforce ExactTarget Marketing Cloud April 2014 The New Calculus Of Marketing How Marketing Leaders Must Re- Engineer For The Internet
More informationThe Forrester Wave : Big Data Search And Knowledge Discovery Solutions, Q3 2015
The Forrester Wave : Big Data Search And Knowledge Discovery Solutions, Q3 2015 by Mike Gualtieri and Rowan Curran Why Read This Report Welcome to modern enterprise search. These solutions have evolved
More informationFull Suite vs. Best-in-Class?
A DSG WHITE PAPER Full Suite vs. Best-in-Class? DSG s Guide to an Age-old Debate Copyright 2013. All Rights Reserved. Demand Solutions Group. Introduction For as long as there has been Customer Relationship
More informationMarket Overview: Digital Customer Experience Delivery Platforms
For: Application Development & Delivery Professionals Market Overview: Digital Customer Experience Delivery Platforms by David Aponovich and Mark Grannan, November 26, 2013 Key Takeaways A Diversity Of
More informationTransform service delivery with HP Cloud Management
Transform service delivery with HP Cloud Management Christian Dinten, Software Pre-Sales, Hewlett-Packard The state of IT today IT is stretched too far Slower IT response Loss of controls & governance
More informationHybrid Cloud Adoption Gains Momentum
Redefining The Role Of IT As Digital Transformation Takes Center Stage GET STARTED Evaluating The Trends In Hybrid Cloud Adoption Organizations have been adopting cloud solutions, both public and private,
More informationIntroduction. External Document 2015 Infosys Limited
Digital Building deeper consumer relationships through experience contextualization and personalization, analytics for insights-driven action, and digital program execution for superior ROI. Introduction
More informationBuild Exceptional Customer Experiences With IT Agility
A Forrester Consulting July 2014 Thought Leadership Paper Commissioned By CenturyLink Technology Solutions Build Exceptional Customer Experiences With Agility Table Of Contents Executive Summary... 1 Providing
More informationAccenture & NetSuite
Accenture & NetSuite Gray background is only to allow visibility of all elements on page. Delete as needed. Delivering High Performance Turn off NOTES in Layers menu to Through the Cloud eliminate these
More informationMoments That Matter Intent-Rich Moments Are Critical To Winning Today s Consumer Journey
A Forrester Consulting Thought Leadership Paper Commissioned By Google July 2015 Moments That Matter Intent-Rich Moments Are Critical To Winning Today s Consumer Journey Table Of Contents Executive Summary...
More informationHow to Manage Your Data as a Strategic Information Asset
How to Manage Your Data as a Strategic Information Asset CONCLUSIONS PAPER Insights from a webinar in the 2012 Applying Business Analytics Webinar Series Featuring: Mark Troester, Former IT/CIO Thought
More informationMastering Omni-Channel B2B Customer Engagement
A Forrester Consulting Thought Leadership Paper Commissioned By Accenture Interactive And SAP hybris October 2015 Mastering Omni-Channel B2B Customer Engagement Table Of Contents Executive Summary... 1
More informationThe Forrester Wave : IT Governance, Risk, And Compliance Platforms, Q4 2011 by Chris McClean for Security & Risk Professionals
December 1, 2011 The Forrester Wave : IT Governance, Risk, And Compliance Platforms, Q4 2011 by Chris McClean for Security & Risk Professionals Making Leaders Successful Every Day December 1, 2011 The
More informationA Rimini Street White Paper. Mobility Solutions for ERP
A White Paper About, Inc. is the global leader in providing independent enterprise software support services. The company has redefined enterprise support services since 2005 with an innovative, award-winning
More informationThe Forrester Wave : Social Advertising Platforms, Q4 2013
For: Marketing Leadership Professionals The Forrester Wave : Social Advertising Platforms, Q4 2013 by Zachary Reiss-Davis, December 17, 2013 Key Takeaways Marketers Spend On Social Ads But Need Third-Party
More informationIntelligent Integration For Software Vendors
Intelligent Integration For Software Vendors Everyone is in the Software Business And business leaders will no longer tolerate data being scattered among application silos. Software has dominated the world
More informationAccenture and Salesforce.com. Delivering enterprise cloud solutions that help accelerate business value and enable high performance
Accenture and Salesforce.com Delivering enterprise cloud solutions that help accelerate business value and enable high performance 1 Businesses and governments around the world are increasingly adopting
More informationB2B ecommerce Produces Results Get On Board Now
A Forrester Consulting Thought Leadership Paper Commissioned By EPiServer May 2014 B2B ecommerce Produces Results Get On Board Now Table Of Contents Executive Summary... 1 The Verdict Is In: ecommerce
More informationby Michael Speyer with Eric G. Brown, Emily Van Metre, and Christina Lee
Includes data from Business Data Services, Client Choice SaaS Economics Will Change ISVs SI And VAR Channels Channel Managers: Retool Partner Programs To Prevent SaaS Delivery Disaster by Michael Speyer
More informationEXECUTIVE SUMMARY. For IT Infrastructure & Operations Professionals
NetQoS Offers An Experience Monitoring Solution For Global Performance Management The Forrester Wave Vendor Summary, Q2 2007 by Jean-Pierre Garbani with Thomas Mendel, Ph.D., and Reedwan Iqbal EXECUTIVE
More informationHow to Choose the Best Web Content Management System for Customer Experience Management:
white paper How to Choose the Best Web Content Management System for Customer Experience Management: A Guide for Both Marketers and Developers Table of Contents Choosing a Web CMS is about more than Content
More informationMaking Leaders Successful Every Day
November 30, 2011 The Forrester Wave : Enterprise Governance, Risk, And Compliance Platforms, Q4 2011 by Chris McClean for Security & Risk Professionals Making Leaders Successful Every Day November 30,
More informationChartis RiskTech Quadrant for Model Risk Management Systems 2014
Chartis RiskTech Quadrant for Model Risk Management Systems 2014 The RiskTech Quadrant is copyrighted June 2014 by Chartis Research Ltd. and is reused with permission. No part of the RiskTech Quadrant
More informationExecutive Summary... 2. OpenEdge Streamlines Development and Support... 2. Factors Affecting Benefits And Costs... 3. Disclosures...
TABLE OF CONTENTS Executive Summary... 2 OpenEdge Streamlines Development and Support... 2 Factors Affecting Benefits And Costs... 3 Disclosures... 3 TEI Framework And Methodology... 5 Analysis... 7 Interview
More informationOmni- Channel Benefits for B2B Commerce
i Mtkang/Shutterstock B2B ecommerce trends and tides are signaling a shift towards a B2C- like Omni- Channel eco- system. arvato Systems North America 6 East 32nd Street, New York, New York 10016 United
More informationHow To Integrate With Salesforce Crm
Introduction Turbo-Charge Salesforce CRM with Dell Integration Services By Chandar Pattabhiram January 2010 Fueled by today s fiercely competitive business environment, IT managers must deliver rapid,
More informationI D C T E C H N O L O G Y S P O T L I G H T
I D C T E C H N O L O G Y S P O T L I G H T AP M S a a S and An a l yt i c s S t e p U p t o Meet the N e e d s o f M odern Ap p l i c a t i o n s, M o b i le Users, a n d H yb r i d C l o ud Ar c h i
More informationThe Forrester Wave : Email Marketing Vendors, Q3 2014
For: Marketing Leadership Professionals The Forrester Wave : Email Marketing Vendors, Q3 2014 by Shar VanBoskirk, July 23, 2014 Key Takeaways Market Consolidation Enables Email Marketing Innovation Marketers
More informationThe Forrester Wave : Product Information Management (PIM), Q2 2014
For: ebusiness & Channel Strategy Professionals The Forrester Wave : Product Information Management (PIM), Q2 2014 by Peter Sheldon and Michele Goetz, May 21, 2014 Key Takeaways Hybris (An SAP Company),
More informationBenefits Of Leveraging The Cloud Extend To Master Data Management
A Custom Technology Adoption Profile Commissioned By Liaison Technologies April 2014 Benefits Of Leveraging The Cloud Extend To Master Data Management Introduction It is extremely difficult to imagine
More informationLife insurance policy administration: Operate efficiently and capitalize on emerging opportunities.
Life insurance policy administration: Operate efficiently and capitalize on emerging opportunities. > RESPOND RAPIDLY TO CHANGING MARKET CONDITIONS > DRIVE CUSTOMER AND AGENT LOYALTY > ENHANCE INTEGRATION
More informationThe Forrester Wave: B2C Global Commerce Service Providers, Q1 2015
For: ebusiness & Channel Strategy Professionals The Forrester Wave: B2C Global Commerce Service Providers, Q1 2015 by Adam Silverman and Andy Hoar, February 9, 2015 Key Takeaways Deloitte Digital, SapientNitro,
More informationThe Forrester Wave : Financial Performance Management, Q3 2013
For: Application Development & Delivery Professionals The Forrester Wave : Financial Performance Management, Q3 2013 by Paul D. Hamerman, September 11, 2013 Key Takeaways FPM Solutions Boost Forecasting
More informationBig Data Ups The Customer Analytics Game
A Custom Technology Adoption Profile Commissioned By IBM February 2014 Big Data Ups The Customer Analytics Game Introduction In the age of the customer, enterprises invest in creating actionable customer
More informationOverview and Frequently Asked Questions
Overview and Frequently Asked Questions OVERVIEW Oracle is pleased to announce that we have completed our acquisition of Siebel Systems and we are now operating as one. As the leader in customer relationship
More informationAdobe Experience Manager integrates with e-commerce platforms for personalized shopping experiences
Adobe Experience Manager: Commerce Solution Brief Adobe Experience Manager integrates with e-commerce platforms for personalized shopping experiences Customers want to experience your products through
More informationIBM Commerce by CrossView, Order Management Order management in the cloud. IBM Commerce by CrossView, Order Management 1
IBM Commerce by CrossView, Order Management Order management in the cloud IBM Commerce by CrossView, Order Management 1 IBM Commerce by CrossView, Order Management is a solution that delivers strategy,
More informationPervasive Software + NetSuite = Seamless Cloud Business Processes
Pervasive Software + NetSuite = Seamless Cloud Business Processes Successful integration solution between cloudbased ERP and on-premise applications leveraging Pervasive integration software. Prepared
More informationManaged Mobility Cloud Services Gain Momentum With European Midmarket Organizations
A Custom Technology Adoption Profile Commissioned By VeliQ & SAP January 2014 Managed Mobility Cloud Services Gain Momentum With European Midmarket Organizations 1 Introduction The mobile mind shift resulted
More informationThe Forrester Wave : Governance, Risk, And Compliance Platforms, Q1 2014
For: Security & Risk Professionals The Forrester Wave : Governance, Risk, And Compliance Platforms, Q1 2014 by Christopher McClean, Nick Hayes, and Renee Murphy, January 27, 2014 Key Takeaways It s No
More informationAssembling a Next Generation Enterprise Web Infrastructure with Drupal and Acquia
Assembling a Next Generation Enterprise Web Infrastructure with Drupal and Acquia For the Site Architect Table of Contents Executive Summary.... 3 It s Currently a Mess.... 4 But Wait, It Gets Worse....
More informationEpiserver Digital Experience Cloud Omni-Channel Digital Commerce for Dynamics AX
Episerver Digital Experience Cloud Omni-Channel Digital Commerce for Dynamics AX Power closed-loop digital commerce helping retailers sell online faster and more easily Online marketing and digital commerce
More informationSelf-Assessment A Product Audit Are You Happy with Your Product Results
Self-Assessment A Product Audit Are You Happy with Your Product Results When was the last time you really assessed your products and your organization s ability to create and deliver them to the marketplace?
More informationIBM MobileFirst Launch David Lee Heyman
IBM MobileFirst Launch David Lee Heyman WW Mobile Business Agility Tiger Team IBM's Mobile Enterprise - A personal journey Watch now: http://youtu.be/0sealyljfag Announcing: IBM MobileFirst 5 2013 IBM
More informationThe Forrester Wave : B2B Global Commerce Service Providers, Q1 2015
For: ebusiness & Channel Strategy Professionals The Forrester Wave : B2B Global Commerce Service Providers, Q1 2015 by Andy Hoar and Adam Silverman, February 9, 2015 Key Takeaways Companies Are Asking
More informationAssessing campaign management technology
Assessing campaign management technology Introduction Table of contents 1: Introduction 2: 1. Can the campaign management platform be used to build a single marketing view of customers? 3: 2: Can the campaign
More informationMagic Quadrant for Enterprise Content Management 18 October 2012
Magic Quadrant for Enterprise Content Management 18 October 2012 Uptake of ECM offerings remains strong as organizations harness content to drive key business applications. Process-centric solutions, social
More information