Forrester’s Forum ForApplication Development & Delivery Professionals

Drive Customer experienCe With smart teChnology solutionsOctober 17–18, 2013

JW Marriott Indianapolis

“Customers have become increasingly demanding, and at this Forum, we’ll help solution delivery leaders drive the design of their firm’s customer experience.”stephen powers Vice President, Research Director Forrester Research

Register before September 7 and save $200!

Visit forrester.com/ADD13 or call +1 888.343.6786

FORRESTER’S FORUM FOR ApplicATiOn DEvElOpMEnT & DElivERy pROFESSiOnAlS

Drive Customer experience With smart technology solutions

in the age of the customer, market leading strategies for mobile, big data, and customer experience are now required to satisfy an increasingly demanding client base.

you have a central role to play as a leader of solution delivery. Business leaders will increasingly look to your technology groups for solution expertise. you will shape how your firm designs and delivers the customer experience.

This Forum focuses on the top technologies, skills, and practices that you need to take a leadership role in the development of world-class customer experiences at your company.

WhO ShOUlD ATTEnD

• VPs and directors of application development and delivery

• Leaders of enterprise, application, data, and solution architecture

• Technology decision-makers supporting sales and marketing

• Technology leaders of web, digital, and mobile initiatives

WhAT ATTEnDEES Will GAin

Through keynote speeches and track sessions, you will learn how to meet and exceed the demands of your business leaders. you’ll learn how to:

• Build new design competencies, architectures, and teams focused on the customer experience.

• Turn big data and analytics into business strategies.• Design and deliver world-class digital and

mobile solutions.• Create sustainable, agile platforms and solutions.

FEATURinG

in addition to the latest content from our analysts, attendees will get a first look at new Forrester reports including:

• “Customer Engagement Capability Maps” by Peter Burris, Vice President, Research Director.

Join us

industry speakers

Jeff Bowman Head of Global eBusiness, CaterpillarJeff Bowman leads Caterpillar’s eBusiness team, with responsibility for defining and executing Caterpillar’s global online customer strategy.

Joe topinkaCIO & VP of Multichannel Commerce, Red Wing ShoesJoe Topinka contributes seasoned, broad-based perspectives and pragmatic, cost-effective IT strategies and solutions to Red Wing Shoes’ executive team.

David g. ZancaSenior VP, IT, Customer Access & Revenue Systems, FedEx ServicesDavid G. Zanca leads information technology development for all systems by which customers interact with FedEx.

For the most up-to-date list of speakers, go to forrester.com/ADD13.

Forrester Keynotes

Julie a. askVice President, Principal Analyst Julie is an expert in identifying new opportunities offered by mobile technology and developing strategies to engage with consumers on mobile devices.

PREPARE FOR ThE MOBILE REVOLuTIOn

The future of mobile development is complicated. Adapting to smaller screens, different programming languages, and a fragmented landscape of operating systems is only the beginning. The key? Mobile development hinges on context. In this session, you will learn:

• how changing consumer behavior is influencing the evolution of mobile services.

• Why mobile services will diverge from those on the PC or tablet.

• how key trends in mobile will affect application development.

John r. rymerVice President, Principal Analyst John is a leading expert on enterprise middleware and leads Forrester’s coverage of Java application servers, cloud platforms, and digital experience delivery.

OPPORTunITIES AnD OBLIGATIOnS FOR ThE nEW AD&D LEADER

Application Development & Delivery Professionals sit at the forefront of the customer experience. The technology strategies they lead directly affect marketing, sales, customer loyalty, and profitability. But they must balance fast delivery with process integrity and cost efficiency. During this session, you will learn how to:

• Empower business and marketing professionals with the right applications.

• Master analytics and decisioning applications for better insights and experiences.

• Corral runaway project demands in order to meet rapidly changing needs in a multichannel world.

7:30 AM networking Breakfast and presentation With rally software

8:30 AM Driving Customer experience With smart technologies: opening remarksStephen Powers, Vice President, Research Director, Forrester Research

8:45 AM prepare For the mobile revolution Julie A. Ask, Vice President, Principal Analyst, Forrester Research

9:15 AM the true power of mobile (hint: it’s not the Device!) David G. Zanca, Senior VP, IT, Customer Access & Revenue Systems, FedEx Services

9:45 AM platinum sponsor Keynote

10:15 AM morning networking Break in the solutions showcase

11:00 AM

STRATEGIES FOR GREAT CuSTOMER ExPERIEnCES traCK: strategy

strategies For the mobile revolutionJeffrey S. hammond, Vice President, Principal Analyst, Forrester Research

DELIVER GREAT CuSTOMER ExPERIEnCES traCK: Delivery

Crm in the age of the CustomerWilliam Band, Vice President, Principal Analyst, Forrester Research

11:45 AM intermission

11:50 AM guest executive Forums

12:20 PM networking lunch and Dessert in the solutions showcase

1:30 PM

STRATEGIES FOR GREAT CuSTOMER ExPERIEnCES traCK: strategy

technology and the Customer life CyclePeter Burris, Vice President, Research Director, Forrester Research

DELIVER GREAT CuSTOMER ExPERIEnCES traCK: Delivery

Deliver mobile innovationMichael Facemire, Senior Analyst, Forrester Research

2:15 PM intermission

2:20 PM

STRATEGIES FOR GREAT CuSTOMER ExPERIEnCES traCK: strategy

the Big Debate over Big DataBoris Evelson, Vice President, Principal Analyst, Forrester ResearchBrian hopkins, Principal Analyst, Forrester Research

DELIVER GREAT CuSTOMER ExPERIEnCES traCK: Delivery

Develop predictive applicationsMike Gualtieri, Principal Analyst, Forrester Research

3:05 PM afternoon networking Break in the solutions showcase

3:50 PM predictive analytics vendor shootout Mike Gualtieri, Principal Analyst, Forrester Research

4:20 PM industry Keynote

4:50 PM Closing remarksStephen Powers, Vice President, Research Director, Forrester Research

5:00 PM evening networking reception in the solutions showcase

agenda: Thursday, October 17

7:30 AM networking Breakfast

8:30 AM Day two remarksStephen Powers, Vice President, Research Director, Forrester Research

8:45 AM opportunities and obligations For the new aD&D leader John R. Rymer, Vice President, Principal Analyst, Forrester Research

9:15 AM industry Keynote With red Wing shoes Joe Topinka, CIO & VP of Multichannel Commerce, Red Wing Shoes

9:45 AM morning networking Break in the solutions showcase

10:30 AM industry Keynote

11:00 AM Closing remarksStephen Powers, Vice President, Research Director, Forrester Research

11:10 AM intermission

11:15 AM

STRATEGIES FOR GREAT CuSTOMER ExPERIEnCES traCK: strategy

next-generation portfolio planningMargo Visitacion, Vice President, Principal Analyst, Forrester Research

DELIVER GREAT CuSTOMER ExPERIEnCES traCK: Delivery

modernize Digital experience DeliveryJeff Bowman, Head of Global eBusiness, Caterpillar

12:00 PM networking lunch and Dessert in the solutions showcase

12:45 PM

STRATEGIES FOR GREAT CuSTOMER ExPERIEnCES traCK: strategy

Business app optimizationPaul D. hamerman, Vice President, Principal Analyst, Forrester ResearchLiz herbert, Principal Analyst, Forrester ResearchJost hoppermann, Vice President, Principal Analyst, Forrester ResearchGeorge Lawrie, Vice President, Principal Analyst, Forrester Research

DELIVER GREAT CuSTOMER ExPERIEnCES traCK: Delivery

support Contextual experiences: today and tomorrowTBA

1:30 PM Conclusion

agenda: Friday, October 18

track: Strategy

strategies For great Customer experiences

STRATEGIES FOR ThE MOBILE REVOLuTIOn

Jeffrey s. hammond, Vice President, Principal Analyst, Forrester Research

The future of mobile development hinges on context, but how do you best develop mobile applications that are adaptive and contextual? In this session, you will learn:

• What your options are for designing and developing mobile service to support multichannel, adaptive applications.

• Why future mobile experiences go “beyond the app” and tactics to drive development.

• how to change development teams, tools, and processes to deliver engaging five-star experiences.

TEChnOLOGy AnD ThE CuSTOMER LIFE CyCLE

peter Burris, Vice President, Research Director, Forrester Research

Customer life-cycle technology is a complex ecosystem. Taking siloed, ad hoc approaches to managing technology portfolios will not work. Instead you must map business capabilities to your technology portfolio — not an easy task. In this session, you will learn:

• how to establish customer life-cycle technology that corresponds to your customer journey.

• What a customer service technology capability map looks like.

• how to begin the process of mapping your needs to customer life-cycle services.

ThE BIG DEBATE OVER BIG DATA

Boris evelson, Vice President, Principal Analyst, Forrester ResearchBrian hopkins, Principal Analyst, Forrester Research

Is big data an evolution or a revolution? Should it be a business-driven initiative or should IT lead the way to a big data strategy? What is the right technology architecture? Join us as we debate:

• how organizations should strategize around big data.

• When application developers should take the lead versus enterprise architects.

• how leading companies are effectively using big data.

nExT-GEnERATIOn PORTFOLIO PLAnnInG

margo visitacion, Vice President, Principal Analyst, Forrester Research

To effectively drive business in a more agile way, application development and delivery must transform from traditional project portfolio management to next-generation methods. In this session, you’ll learn:

• The right vision and strategy for next-generation portfolio planning.

• how to combine portfolio management and application life-cycle management.

• how to balance the need for alignment, progress, timeliness, and value.

BuSInESS APP OPTIMIZATIOn

paul D. hamerman, Vice President, Principal Analyst, Forrester Research liz herbert, Principal Analyst, Forrester ResearchJost hoppermann, Vice President, Principal Analyst, Forrester Researchgeorge lawrie, Vice President, Principal Analyst, Forrester Research

Companies require flexible and effective business apps, but they struggle to keep pace with business demands, given new requirements such as cloud and mobile. During this panel discussion, Forrester experts will teach you:

• how leading firms optimize their business apps portfolios.

• how to manage the modernization, transformation, and replacement of business apps.

• Which business app portfolio strategies drive maximum customer experience.

Deliver great Customer experiences

CRM In ThE AGE OF ThE CuSTOMER

William Band, Vice President, Principal Analyst, Forrester Research

Organizations struggle with how to define the right customer strategies, re-engineer processes, and deploy appropriate technologies that have a positive impact on customer experiences. This session will address top customer relationship management (CRM) strategies and tactics, such as:

• how to take an “outside-in” approach when planning for CRM.

• What the impacts are of software-as-a-service, business process management, social, mobility, and big data on CRM.

• how to craft a CRM road map that supports customer experience.

DELIVER MOBILE InnOVATIOn

michael Facemire, Senior Analyst, Forrester Research

Mobile is central to your game plan — it disrupts technology, architecture, and process. Application Development & Delivery Professionals who master the complex interdependencies of mobile will drive real customer experience. In this session, we will share:

• What the key mobile insights are from Forrester’s mobile playbooks and research.

• how to use these playbooks to boost your contribution to customer experience.

• how leading firms are improving customer experience with their mobility initiatives.

track: Delivery

DEVELOP PREDICTIVE APPLICATIOnS

mike gualtieri, Principal Analyst, Forrester Research

The answer to standing out — and developing apps that dazzle consumers — lies in what Forrester calls predictive apps. Predictive apps leverage big data and predictive algorithms to provide contextual experiences: the right functionality, the right content, on the right device, at just the right moment for the right person. Attend this session to learn:

• What predictive analytics are and how companies use them.

• Why predictive apps are key to the next wave of application development innovation.

• how app development professionals and data scientists can work together to build predictive apps.

MODERnIZE DIGITAL ExPERIEnCE DELIVERy

Jeff Bowman, Head of Global eBusiness, Caterpillar

During this session, you’ll learn how an organization has transformed itself to better support customers in the digital channel. Join us to learn:

• how to organize your eBusiness and IT teams for digital experience delivery.

• how to effectively work with third-party organizations supporting digital experience initiatives.

• Why implementing Agile methodologies has been critical to digital experience delivery.

SuPPORT COnTExTuAL ExPERIEnCES:

TODAy AnD TOMORROW

tBa

Contextual experiences should take in a number of factors, including historical, behavioral, and situational data. Organizations need to understand which factors are important now and in the future. Join us with a panel of experts to learn:

• how companies define, strategize, and prioritize around “context.”

• Which companies are most successful with contextualization technology strategies, and why.

• Why companies should support channels such as web and mobile, as well as emerging channels like gaming and wearables.

1-on-1 analyst meetings

SERVInG APPLICATIOn DEVELOPMEnT & DELIVERy PROFESSIOnALS

William BandVice President, Principal AnalystForrester Research

Boris evelsonVice President, Principal AnalystForrester Research

michael FacemireSenior AnalystForrester Research

mike gualtieriPrincipal AnalystForrester Research

paul hamermanVice President, Principal AnalystForrester Research

Jeffrey s. hammondVice President, Principal AnalystForrester Research

Jost hoppermannVice President, Principal AnalystForrester Research

george lawrieVice President, Principal AnalystForrester Research

John rymerVice President, Principal AnalystForrester Research

margo visitacionVice President, Principal AnalystForrester Research

SERVInG CIOs

peter BurrisVice President, Research DirectorForrester Research

SERVInG eBuSInESS & ChAnnEL STRATEGy PROFESSIOnALS

Julie askVice President, Principal AnalystForrester Research

SERVInG EnTERPRISE ARChITECTuRE PROFESSIOnALS

Brian hopkinsPrincipal AnalystForrester Research

SERVInG SOuRCInG & VEnDOR MAnAGEMEnT PROFESSIOnALS

liz herbertPrincipal AnalystForrester Research

*Analyst participation is confirmed as of the date of this publication.

expert advice

Consistently rated as one of the most popular features of Forrester Forums, Forrester 1-On-1 Analyst Meetings give you the opportunity to discuss the unique issues facing your organization. Work 1-on-1 with the analyst of your choice, subject to availability.*

sponsors

MEDIA PARTnERSSILVER SPOnSORS

Forrester event sponsorships

Be visible. Create excitement. generate new Business.

Forrester Events deliver high-value exposure, and sponsorship puts you right in the thick of the action. By leveraging an Event’s significant drawing power, you are strategically positioned to:

• Elevate your credibility through speaking opportunities and customer interaction.

• Generate highly qualified sales leads and selling opportunities.

• Build relationships with other industry leaders and potential business partners.

• Gain insight into the challenges that businesses face and the technologies they turn to for solutions.

Sponsoring Forrester’s Forum For Application Development & Delivery Professionals gives you the opportunity to engage with the key individuals that bridge business and IT at organizations. If you are interested in sponsoring a Forrester Forum, please email us at sponsorships@forrester.com or call +1 888 34 FORuM (3-6786).

registration

BEFORE SEPTEMBER 7 AS OF SEPTEMBER 7 FOuR SEATS FOR ThE PRICE OF ThREE

Clients $1,995 $2,195 $6,585

non-Clients $2,195 $2,395 $7,185

nonprofit, Government, Or Educational Institutions

$1,895 $2,095 $6,285

forrester.com/ADD13

+1 888.343.6786 +1 617.613.5905

events@forrester.com

register before september 7 to save $200!

If your company is a Forrester client, you may have prepaid Event Seats or Service units available to cover the cost of attendance. Please contact Forrester Events or your account manager to inquire. Visit forrester.com/events for pricing and registration details, terms, and conditions.

COnnECT WITh FORRESTER AnD EVEnT ATTEnDEES

twitter: Follow the Forum buzz at #FORRForum.mobile app: Customize your Forum schedule and connect with attendees.Communities: Extend conversations through your role community: community.forrester.com.

hotel & travel

JW MARRiOTT inDiAnApOliS

10 South West Street indianapolis, in 46204 phone: +1 317.860.5800

SpEciAl RATE inFORMATiOn

Forrester has negotiated a group room rate at the JW Marriott indianapolis for Forum sponsors and attendees. Room reservations received by Monday, September 23, 2013, will be eligible for the group rate of $199 plus applicable taxes and fees for single or double occupancy. The negotiated group rates are based on availability and apply to reservations for Tuesday, October 15, 2013, through Thursday, October 17, 2013.

To receive the group rate, mention the Forrester Research Forum when making the reservation or register online at www.forrester.com/ADD13. The cost of accommodation and travel is not included in the registration price.

Forrester Research, Inc. 60 Acorn Park Drive Cambridge, MA 02140

Scan for more information.

Forrester’s Forum For application Development & Delivery professionals

Drive Customer experience With smart technology solutionsoctober 17–18, 2013JW Marriott Indianapolis

Visit forrester.com/ADD13 or call +1 888.343.6786

Join Forrester in indianapolis for its 2013 Forum For application Development & Delivery professionals and:

• accelerate your success. Through keynote and track sessions led by Forrester analysts, we deliver thought leadership and practical advice designed for your role that you can apply to your business challenges the day you return to the office.

• learn from your peers and other experts in the field. Industry speakers, who are dealing with the same challenges as you, will share their success stories and respond to your questions.

• engage with Forrester analysts. Through prescheduled 1-On-1 Analyst Meetings, you can engage with Forrester analysts to work through how to apply what you are learning at the Forum when you are back at your company.

• Connect with peers. During discussions and roundtables or over a drink, share and gain knowledge and new perspectives from a network of peers — more than 200 delegates attend — facing similar challenges.

• get an exclusive first look at new research and survey data. Be the first to hear about Forrester’s latest big ideas and survey results.