Architecting tomorrow's Business outcomes - Forrester Research

Forrester’s Forum For 

CIOs 

Enterprise Architecture Professionals 

Infrastructure & Operations Professionals 

Security & Risk Professionals 

Sourcing & Vendor Management Professionals 

Architecting 

Tomorrow’s 

Business 

Outcomes 

May 6–7, 2013 

Washington, D.C.

Register before 

March 23 

and save $200! 

Visit forrester.com/BT13 

or call +1 888.343.6786 

“The drumbeat of business 

change is speeding up. 

At this forum, we’ll help 

technology leaders ensure 

that their technologies, 

skills, and competencies 

keep pace.” 

Kyle McNabb 

VP, Practice Leader 

Forrester Research

Join Us 


CIOs, 

Enterprise Architecture Professionals, 

Infrastructure & Operations Professionals, 

Security & Risk Professionals, 


Architecting Tomorrow’s Business Outcomes 

Your leaders demand new strategies, new architectures, 

new ecosystems, and new competencies. In this 

environment, you must play a central role in defining 

new technology-fueled destinations to achieve business 

outcomes and thrive in the digital age. 

Who Should Attend 

• Business Technology Leaders 

• Chief Information Officers (CIOs) 

• Enterprise Architecture Professionals 

• Infrastructure & Operations (I&O) Professionals 

• Security & Risk Professionals 

• Sourcing & Vendor Management Professionals 

WHAT ATTENDEES WILL GAIN 

During this results-oriented Forum, Forrester 

will unveil its newest big ideas, toolkits, and 

Forrester Waves to teach you how to architect 

tomorrow’s business outcomes. 

For CIOs 

Understand the demands that tomorrow’s digital-fueled 

business outcomes place on leadership, competencies, 

and ecosystem. Featuring: 

• BT Explodes, Transforming Into Business-As-A-Service, 

by Bobby Cameron, VP, Principal Analyst 

• Winning The Customer Experience Game, by Nigel 

Fenwick, VP, Principal Analyst 

For Enterprise Architecture Professionals 

Paint tomorrow’s vision, integrate with your business, 

and define the new solution architectures required 

to deliver tomorrow’s business outcomes. Featuring: 

• Forrester’s new Business Capability Assessment Toolkit, 

which captures and clearly communicates strengths, 

weaknesses, opportunities, and risks, to accelerate 

realizing the benefits of your capability map investments. 

• Assessing Business Capabilities, by Gordon Barnett, 

Principal Analyst 

For I&O Professionals 

Set new paths to deliver the agility and flexibility needed 

to ensure the business outcomes of the digital age. 

Featuring: 

• Bulletproofing The Customer Experience, 

by Rachel Dines, Senior Analyst 

For Security & Risk Professionals 

Rethink security and risk to secure tomorrow’s 

business outcomes. Introducing: 

• Forrester’s Channel Authentication Assessment 

Framework, by Andras Cser, Principal Analyst, 

Eve Maler, Principal Analyst, and Tiffani Montez, 


• The Information Security Balance Sheet — Security 

Economics 102, by Ed Ferrara, Principal Analyst 

For Sourcing & Vendor Management Professionals 

Redefine partner ecosystems and strategies to fuel 

tomorrow’s business outcomes. Featuring: 

• Sourcing Digital Disruption, by Liz Herbert, 


• Negotiating for Business Outcomes, 

by Mark Bartrick, Senior Analyst

Industry Keynote Speakers * 

main stage keynote 

Eduardo Conrado 

SVP, Marketing & IT 

Motorola Solutions 

Chris Laping 

SVP, Business Transformation and CIO 

Red Robin Gourmet Burgers 

program for cios 

Christian Finn 

Senior Director, 

Product Management, Oracle WebCenter 

Linda Grace 

SVP, Head of Global Talent 

Management, State Street Corporation 

Patty Hatter 

SVP of Operations and Chief Info Officer 

McAfee 

Rob Howard 

Founder & CTO 

Telligent Systems 

Lawrence C. Lee 

Senior Director of Strategy 

PARC, a Xerox Company 

Ram Menon 

President, Social Computing 

TIBCO 

Michael Peterson 

Chief Information Officer, VP of Information 

Technology, CHG Healthcare Services 

Adam Pisoni 

Yammer Co-Founder and GM of Engineering 

Microsoft Office Division 

Raymond Velez 

Global Chief Technology Officer 

Razorfish 

program for Enterprise 

Architecture Professionals 

Larry Hanig, 

Division Manager/Senior IT Application Manager, 

United Parcel Service 

John Hershberger 

VP Applied Analytics 

USAA 

Dr. E. Robert McCurley 

Second VP and Chief Architect, 

IT Enterprise Architecture, Aflac 

Peter Memon 

Global Head of Data Analytics & Visualization 

for Credit, Barclays Capital 

Dr. Phil Shelley 

Chief Technology Officer 

Sears Holdings Corporation 

Robert W. Thomas 

VP, Global Technology 

And Operations, MetLife 

program for Infrastructure 

& Operations Professionals 

Jagdish Krishnan 

Director, Head of Infrastructure and Operations 

Bose 

program for Security & Risk Professionals 

Asheem Chandna 

Investor and Company Builder, Partner 

Greylock Partners 

Sunil Dhaliwal 

Managing Partner 

Amplify Partners 

program for sourcing & vendor 

management professionals 

also featuring 

Douglas Krieger 

Director - IT/IS, Capex, & Procurement Process 

Kinetic Concepts 

Russell Lewis 

Director, Strategic Supplier Management 

Internal Revenue Service 

Brett Miller 

Global Procurement Director of IT 

and Telecom Categories, Nike 

Chris Talbot 

Director of Purchasing Systems & Software 

Sourcing, Caesars Entertainment 

Bob Blakley, Director & Head 

of Information Security Innovation, Citigroup 

*Check our website for the most up-to-date 

list of speakers http://www.forrester.com/BT13

Featured Keynotes 

The Business Demands Of The Perpetually Connected 

George F. Colony 

Chairman of the Board, Chief Executive Officer 

Forrester Research 

Device proliferation and consumer adoption of cloud brings 

an epochal change in expectations and a tectonic shift in 

future business outcomes. People — your customers and 

employees — are increasingly perpetually connected. 

Forrester Chief Executive Officer George Colony will discuss 

how the perpetually connected customer has redefined 

business strategy. During this session, you’ll learn: 

• How the perpetually connected customer affects your 

competitive strategy. 

• What the new role of technology is in our perpetually 

connected world. 

• What will characterize tomorrow’s winners and losers. 

Unleashing The Data Economy 

Eve Maler 



James Staten 

VP, Principal Analyst 


The time is now for a data economy that lets you unlock 

the hidden value of your corporate data. Emerging 

marketplaces exist today and are showing the way toward 

broader market adoption. In this session, you will learn: 

• Who today’s market leaders in opening up the data 

economy are. 

• What technologies, standards, and methodologies 

they leverage to make this market real. 

• What steps you can take today to assess your 

opportunities and begin profiting from the data economy. 

Case Study: The Collaboration Of Marketing And IT 

Eduardo Conrado 

SVP, Marketing & IT 

Motorola Solutions 

Today, leading companies recognize technology mastery 

as an important strategic weapon. IT and marketing are at 

the forefront of leveraging disruptive digital technologies to 

deliver improved customer insights and experiences, drive 

revenue opportunities, and simplify operational processes. 

In this session, you will learn: 

• How IT and marketing are partnering to leverage 

technology as a strategic competitive advantage. 

• How IT and marketing together play a critical role 

in technology purchasing decisions. 

• What steps businesses can take today 

to start this collaboration. 

• How the collaboration of marketing and IT can be most 

effective and efficient in delivering business impact. 

Lessons From Citizen Engagement 

Jennifer Belissent, Ph.D. 



Demands of connected citizens increasingly challenge 

business and government. New digital technologies 

help address those demands, facilitate new forms of 

engagement & service delivery, open new avenues for 

economic development & innovation, and change the 

business of government. Join us as Jennifer discusses: 

• What connected citizens and governments 

expect of each other. 

• What businesses can learn from governments’ 

efforts to better engage with connected citizens. 

• How governments use technology to foster 

economic development.

Program For CIOs 

mastering tomorrow’s 

business outcomes 

“As technology shapes and disrupts 

businesses, CIOs have a unique opportunity 

to solve business problems and boost 

business outcomes through the 

use of technology.” 

Khalid Kark 

VP, Research Director 


Industry Speakers 

Christian Finn 

Senior Director, Product Management 

Oracle WebCenter 

Christian Finn has devoted his career to improving 

organizations through the power of people. An 18-year 

software industry veteran, Christian is the Senior Director 

of Product Management for Oracle WebCenter. 

Linda Grace 

SVP, Head of Global Talent Management 

State Street Corporation 

Linda is responsible for developing and executing strategy 

that engages both the organization and employees 

in understanding and managing the career and talent 

development needs that exist. 

Patty Hatter 

SVP of Operations and Chief Information Officer 

McAfee 

Patty is responsible for innovating and executing 

a sustainable transformation of McAfee’s operational 

processes and infrastructure. 

Rob Howard 

Founder & CTO 

Telligent Systems 

The visionary behind Telligent’s product development 

and innovation as well as Telligent’s Founder and Chief 

Technology Officer, Rob Howard oversees product 

development and the company’s technology road map. 

Lawrence C. Lee 

Senior Director of Strategy 

PARC, a Xerox Company 

Lawrence identifies new growth opportunities and manages 

the analytical tools for investment decision-making, project 

evaluation, and portfolio management that support PARC’s 

business in open innovation. 

Ram Menon 

President, Social Computing 

TIBCO 

Ram is responsible for TIBCO’s Social Computing division. 

He guides the product strategy, business development, 

marketing, and engineering for TIBCO’s social platform, 

tibbr, which is changing the way people work. 

Michael Peterson 

Chief Information Officer, VP of Information 

Technology, CHG Healthcare Services 

Michael leads the IT team in delivering flawless service 

to CHG’s employees, who in turn are enabled to provide 

excellent support to their healthcare clients and providers 

around the country. 

Adam Pisoni 

Yammer Co-Founder and GM of Engineering 


Adam oversees engineering and software development 

at Yammer, part of the Microsoft Office Division. He is 

considered a pioneer of the enterprise social network 

(ESN) category and a visionary in organizational design 

and transformation. 

Raymond Velez 

Global Chief Technology Officer 

Razorfish 

Raymond leads the global technology team that focuses on 

digital and web technology. His background includes senior 

technology architectural consulting in enterprise systems 

and web architectures as well as strategic IT planning. 

Forrester Keynotes 

BT Explodes, Transforming Into 

Business-As-A-Service 

Bobby Cameron 



To satisfy tomorrow’s users, CIOs must deliver customerdriven 

business services. If you don’t, business peers will 

turn to third-party solutions without your direct involvement. 

This session will help you master this important business 

outcome by sharing strategies around: 

• How to focus on systems of engagement. 

• How to consolidate and integrate existing 

technologies into stable, agile platforms. 

• How to orchestrate business services across 

internal and external providers. 

The CIO’s World In 2020 

Panel Moderator: Christopher Mines 

SVP, Research Director 


Panelists: 

Frank Gillett, VP, Principal Analyst, Forrester Research 

John McCarthy, VP, Principal Analyst, Forrester Research 

Seven years ago, there were no tablets, no 4G networks, 

and no cloud services. What will the next seven years 

bring? This session will sketch facets of the world that 

CIOs will face in 2020 and address: 

• The new technologies that will affect business results. 

• How technology will set new rules for customer 

and employee engagement? 

• What CIOs should do now to set a course for 2020.


Make Innovation Cost Effective 

Panel Moderator: Chip Gliedman 

Vice President, Principal Analyst 


Panelist: Lawrence C. Lee, Senior Director 

of Strategy, PARC, a Xerox Company 

CIOs face increased pressure to innovate and remain cost 

effective. This panel of experts will share their experiences of 

how they embrace new technologies like big data and mobile 

without busting the budget. This session will discuss: 

• What strategies are needed to triage new technologies. 

• How to establish ROI. 

• What methods you need to measure success. 

Plan For An Engaged Workforce 

Panel Moderator: TJ Keitt 

Senior Analyst 


Panelists: 

Linda Grace, SVP, Head of Global Talent Management, State 

Street Corporation 

Michael Peterson, Chief Information Officer, 

CHG Healthcare Services 

Ray Velez, Global Chief Technology Officer, Razorfish 

CIOs must increasingly ensure that technology meets business 

needs. In order to master business outcomes, CIOs must 

ensure that technology enhances the workforce experience, 

empowering workers to be more productive and innovative. 

This panel will explain: 

• Why employee engagement is important. 

• How to lay the foundation for an 

outcome-oriented workplace. 

• How to continuously work with the business 

to tune the worker experience. 

Take Leadership In Emerging Technology 

Panel Moderator: Khalid Kark 



Panelist: Patty Hatter, SVP of Operations and 

Chief Information Officer, McAfee 

CIOs must understand the constantly evolving business 

technology landscape to help guide business outcome 

decision-making. In this session, we will help CIOs 

understand: 

• How to smartly evaluate these emerging technologies. 

• How to direct the organization to cope with change. 

• How to work with the business to develop a plan 

of action. 

Winning The Customer Experience Game 

Nigel Fenwick 



Systems of engagement seek to move the customer around the 

customer-journey game board. CIOs must understand the game 

and put the analytic components in place to measure how well 

the organization moves the customer around the board. This 

session will help CIOs understand: 

• How systems of engagement affect the 

customer experience. 

• What information business leaders need in order to 

understand customers’ interactions with the business. 

• How to weave tools together to provide this 

business intelligence. 

Finding Social Business Value 

Panel Moderator: Rob Koplowitz 



Panelists: 

Christian Finn, Sr. Dir., Product Management, Oracle WebCenter 

Rob Howard, Founder & CTO, Telligent Systems 

Ram Menon, President, Social Computing, TIBCO 

Adam Pisoni, Yammer Co-Founder and GM of Engineering, 


For years, you have heard how social transforms business. Yet 

for most, today’s high investment in social technology has been 

followed by low adoption. Real enterprise business impact does 

exist, and the promise of value remains. In this session, you will: 

• Hear about real-world implementations, good and bad. 

• Learn of the pitfalls that lead to poor adoption. 

• Define where to find highest value. 

Track Sessions 

The CIO’s Role In Business Transformation 

Marc Cecere, VP, Principal Analyst, Forrester Research 

Tomorrow’s business outcomes demand business 

transformation that requires changes to business operating 

models, roles, structures, and processes. IT organizations, too, 

will change, but the role of IT leaders has never been clear. This 

session will identify: 

• The steps in a business transformation. 

• The role of the CIO in supporting these steps. 

• The knowledge, skills, and mechanisms that must 

be in place to enable this role. 

Build A Mobile App Strategy 

Ted Schadler, VP, Principal Analyst, Forrester Research 

Simon Yates, VP, Principal Analyst, Forrester Research 

Now that you’ve established a BYOD program, your employees 

want business apps on their smartphones and tablets. Can you 

deliver? In this session, we will: 

• Present benchmark data on mobile app adoption and use. 

• Review architectural approaches for mobilizing and 

modernizing business apps, including case studies. 

• Introduce a framework to prioritize apps.

Program For Enterprise Architecture Professionals 

Architecting Tomorrow’s 

Business Outcomes 

“Delivering business outcomes is bigger than 

any one product. Enterprise architects are 

becoming the agents that ensure sustainable 

business outcomes in an environment of 

continuous change.” 

Alex Cullen 





Larry Hanig 

Division Manager/Senior IT Application Manager 

United Parcel Service 

Larry has been in application development within IT for 

more than 25 years. Since 2008, his primary focus at UPS 

has been strategy, planning, and execution of application 

development for UPS’ global sales and marketing products 

and services. 

John Hershberger 

VP Applied Analytics 

USAA 

John manages the Applied Analytics organization in 

Member Experience-Research and the analysis team at 

USAA. He has worked in analytics for more than 30 years, 

focusing on market, sales, and service analytics. 

Dr. E. Robert McCurley 

Second VP and Chief Architect, 

IT Enterprise Architecture, Aflac 

Dr. McCurley is responsible for governing Aflac’s software 

and technology architecture, as well as investigating 

new technologies. He has filled several different roles at 

Aflac involving advanced technology, legacy modernization, 

and application delivery. 

Peter Memon 

Global Head of Data Analytics & Visualization 

for Credit, Barclays Capital 

Peter has more than 23 years of experience in technology 

as a developer, architect, technology strategist, 

entrepreneur, and manager of complex implementations. 

In his current position at Barclays, his energy is focused on 

big data, data analytics, and data virtualization. 

Dr. Phil Shelley 

Chief Technology Officer 

Sears Holdings Corporation 

Dr. Shelley has a Ph.D. in biomedical engineering and has 

worked in the UK, Germany, and the US. He currently leads 

IT operations at Sears Holdings Corporation (SHC) and is 

focused on the modernization of IT across the company. 

Robert W. Thomas 

VP, Global Technology and Operations 

MetLife 

Robert is responsible for MetLife’s worldwide deployment 

of CRM technology to meet C-suite enterprise strategies 

around customer centricity, including customer sales and 

service across channels. He has held numerous leadership 

positions across application development supporting 

MetLife’s various markets and products. 

Real-Time Business — Happening At Last 

Brian Hopkins 



Executives dream of real-time business — of rapidly sensing 

trends and responding to opportunities. Cloud, mobile, 

and big data create a real-time business foundation. Firms 

need a combination of sustainable agility, collaborative 

architecture, and emerging technology acumen to realize 

their real-time vision. This session will present: 

• What’s next after cloud, mobile, and big data. 

• The architecture of a real-time business. 

• How agility, business architecture, and emerging 

technology create a virtuous circle. 

Panel: Real-Time Business — Lessons From Leaders 

Moderator: Brian Hopkins, Principal Analyst, 


Panelists: 

John Hershberger, VP Applied Analytics, USAA 

Peter Memon, Global Head of Data Analytics & 

Visualization for Credit, Barclays Capital 

Dr. Phil Shelley, CTO, Sears Holdings Corporation 

There is no single thing you can do to become a real-time 

business — no single technology plan, nor process 

transformation. It takes systematic change, but the 

firms who do this well can point to remarkable business 

outcomes. In this panel, industry leaders will describe: 

• What they’ve achieved. 

• What key lessons you should learn. 

• How to chart your business’ evolution. 

PANEL: What Will You Gain From Our CIO And 

Application Development & Delivery Playbooks? 

Moderators: 

William Band, VP, Principal Analyst, Forrester Research 

Ted Schadler, VP, Principal Analyst, Forrester Research 

Panelists: 

Larry Hanig, Division Manager/Senior IT Application 

Manager, United Parcel Service 

Dr. E Robert McCurley, Second VP and Chief Architect, IT 

Enterprise Architecture, Aflac 

Robert W. Thomas, VP, Global Technology and Operations, 

MetLife 

Mobile is hot. Customer management is critical. Success 

in these initiatives means mastering complex interdependencies 

between technology, architecture, process, and 

organization. This keynote will examine: 

• Insights from the mobile engagement and CRM playbooks. 

• How EAs can use these playbooks to boost 

their contribution to related initiatives. 

• How leading firms are improving business 

outcomes in mobility and CRM.


Future Track 

Designing Your Future Technology Foundation 

The Content And Collaboration 

Technology Landscape 

Rob Koplowitz, VP, Principal Analyst, Forrester Research 

Leslie Owens, Principal Analyst, Research Director, 


Organizations need to future-proof their content and 

collaboration strategy. For many companies, this strategy 

defaults to SharePoint — but employees often vote with 

their feet and choose their own solutions, creating tension 

between organizational and individual goals. This session 

focuses on what a future-oriented strategy addresses 

and looks at: 

• Balancing personal productivity and enterprise objectives. 

• The changing technology landscape, including mobile 

and “no VPN.” 

• What a successful content and collaboration strategy 

should cover. 

Melding Big Data And Business Intelligence 

Boris Evelson, VP, Principal Analyst, Forrester Research 

Holger Kisker, Ph.D., Principal Analyst, Research Director, 


Big data is one of today’s hot topics as firms seek to gain 

greater insights and uncover value from the information 

web of which they are a part. But what is big data really? 

In this session, you will learn: 

• Forrester’s point of view on what big data is 

— and what it’s not. 

• What value big data analytics can deliver and 

how to get started. 

• How emerging technologies fit into your big 

data road map. 

Beyond Mobile: The Digital Experience 

Reference Architecture 

Randy Heffner, VP, Principal Analyst, Forrester Research 

A mobile strategy is critical for any enterprise. But watch 

out! Mobile is just one among multiple digital channels. 

It’s not just about faster delivery — you must enable 

processes for real-time experience optimization. This 

session will explore: 

• The needs of digital experience delivery. 

• The elements of Forrester’s digital experience 

reference architecture. 

• How to adapt Forrester’s model to your organization. 

The Data Management Technology Landscape 

Michele Goetz, Senior Analyst, Forrester Research 

Tomorrow’s business needs a hyper-flexible data 

management platform. Data-focused EAs know this but 

struggle with developing a reference architecture for this 

platform, placing relevant technologies in the context of this 

reference architecture, and relating it to their business to 

build understanding and support. This session will explore: 

• What the future looks like for data management. 

• What design principles are necessary for 

a hyper-flexible platform. 

• What key technologies and vendors Enterprise Architects 

should know. 

Managing Emerging Technology WatchLists 

Leslie Owens, Principal Analyst, Research Director, 


Emerging technologies have the potential to change how 

businesses engage their customers and manage their 

operations. But many IT shops don’t effectively track new 

technologies and their opportunity for disruption, good 

or bad. Enterprise architects should lead this and take 

a “business-centric” perspective. This session will explore: 

• The top emerging technology trends. 

• The elements of an emerging technology 

watchlist and how to use it. 

• How to use Forrester’s Emerging 

Technology Watchlist interactive tool.


Excellence Track 

Building Excellence Into Your EA Practice 

Mastering Your Company’s Information Life Cycle 

Alan Weintraub, Principal Analyst, Forrester Research 

Organizations may “run on information,” but knowledge of 

what information they have is locked in silos. The resulting 

mistrust of information delays business decisions and 

makes change programs flounder. This session will answer: 

• How to use governance to increase information 

trust and reliability. 

• How to create an information taxonomy that 

increases “findability.” 

• How to build an enterprise information management 

road map that maximizes information value. 

Attract And Develop EA Team Resources 

Tim DeGennaro, Analyst, Forrester Research 

Chrissy Napper, Senior Advisor, Forrester Research 

Whether you’ve had an EA practice for years or are just 

getting started, finding the right skills is a challenge. 

EA leaders must exercise new HR skills to develop and 

deliver valuable resources. In this session, we’ll explore: 

• How EA leaders source, develop, and structure 

EA skills to get the right architects on the right path. 

• What to do to reduce attrition and knowledge 

transition risks. 

• How to allocate skills and responsibilities to deliver value. 

Benchmarking Your BA And BPM Initiatives 

Craig Le Clair, VP, Principal Analyst, Forrester Research 

Leaders of business architecture (BA) and business 

process management (BPM) initiatives must demonstrate 

the value of these programs to the business. This often 

includes comparing their initiatives to others. This session 

will present Forrester’s Enterprise Metric Framework to 

help you raise performance management to the next level. 

This session will explain: 

• The key BA and BPM benchmark data points. 

• The four dimensions of Forrester’s Enterprise 

Metric Framework. 

• The virtuous cycle of metrics, performance, and value. 

Achieving Success In Application Rationalization 

Alan Mac Neela, Principal Analyst, Forrester Research 

The vast majority of application portfolios “just happened” 

— leading executives to demand the consolidation and 

simplification of this landscape. But, after initial success, 

they struggle to make progress. This session will answer: 

• How to build a business case, not an IT case. 

• How to determine and achieve the “right portfolio.” 

• How to maintain the road maps that provide 

the most value. 

StoryTelling Your EA Vision 

Colleen Donahue-Bean, VP, Learning & Development, 


EA leaders see the need to build stronger ties between 

EA and business leaders. But you won’t succeed if 

stakeholders don’t understand your relevance to them — 

and they will pass judgment within a single conversation. 

In this session, we will introduce you to the storytelling 

techniques that will help you: 

• Analyze your audience, their preconceptions, 

and attitudes. 

• Clarify your intent and what you are asking from them. 

• Use a story arc to deliver your message.

Advanced Track 

Advanced Topics For EA Effectiveness 

Driving Customer Experience Into The Business 

Derek Miers, Principal Analyst, Forrester Research 

A customer experience (CX) strategy that’s only “skin 

deep” just doesn’t work. A successful CX strategy implies 

under standing how your firm’s services, processes, and 

capabilities drive the customer’s experience. The session 

will introduce the business architecture tools and approaches 

that enable organizations to deliver on a comprehensive 

CX strategy and will look at: 

• How to develop your target operating 

model from the outside in. 

• How to connect the customer experience 

to the processes that create it. 

• How to assess the impact of CX strategies 

using business architecture viewpoints. 

Design Thinking Reshapes EA For Dynamic Business 

Clay Richardson, Principal Analyst, Forrester Research 

Like building architects, enterprise architects have 

traditionally focused on creating durable technology 

structures that can stand the test of time. However, 

today’s business executives and stakeholders need more 

agile structures that can adapt to a disruptive business 

landscape. This session will present: 

• Why enterprise architects need to shift from 

“systems thinking” to “design thinking.” 

• The emerging practices for integrating design 

thinking principles into enterprise architecture. 

• The strategies for designing business architectures 

that can absorb disruptive changes. 

Assessing Business Capabilities 

Gordon Barnett, Principal Analyst, Forrester Research 

Business architects find capability maps to be powerful and 

versatile tools for assessment and strategic planning. Heat 

maps and capability scorecards provide a means to build 

the common business and IT understanding that underpins 

successful strategy. This session will describe various ways 

to analyze your business capabilities and includes use 

of Forrester’s Capability Assessment Toolkit. This session 

will address: 

• The four key dimensions of capability assessment. 

• How to put a number to complexity and agility. 

• How to drive prioritization for transformation programs 

through assessment.

Program For Infrastructure 


Delivering Tomorrow’s 


“Your business is only as agile as its underlying 

technology. Choose to empower and delight 

your customers and employees with IT 

infrastructure and operations.” 

Doug Washburn 

Principal Analyst, Research Director 




Jagdish Krishnan 

Director, Head of Infrastructure and Operations 

Bose 

Jag has been with Bose for six years and his current 

responsibility is developing and executing infrastructure 

and operations strategy. His team is responsible for all 

facets of architecture, database, and computing, including 

productivity and data center technologies 

and operations. 

Also Featuring 

A CTO and CSSO from within the government industry, TBA. 

Secure Networking To Meet Customer Expectations 

John Kindervag 



Andre Kindness 



Today’s business leaders don’t believe that networking has 

any business value, and we’ve deployed security controls 

in a haphazard, ineffective way. With aging networks 

due for a refresh, this is the opportunity to not only redesign 

networks for today’s critical workloads and technology 

transformations (VDI, VoIP, video, virtualization, etc.) but also 

to take a unified approach to both networking and security. 

In this session, I&O and S&R Professionals will come 

together to learn: 

• How an intelligent, automated, and secure network can 

contribute directly to the business’ strategic objectives. 

• The key architectural concepts of Forrester’s Zero Trust 

Model for networking. 

• How to redesign your network to support an ecosystem 

of customers, clouds, service providers, partners, supply 

chains, mobile devices, and empowered users. 

How Customer And Business Outcomes Will 

Influence Your Future 

Eveline Oehrlich 



Viewing cloud, social, BYOD, “shadow IT,” and mobile through 

a technology lens limits your future. Tomorrow’s successful 

IT infrastructure and operations embodies customer 

demands and business outcomes in every decision made. 

This session will help I&O leaders: 

• Understand increasing business and internal customer 

expectations of IT. 

• Appreciate that business value comes from technology 

consumption. 

• Change your focus from the assembly and management 

of technology to an innovative provider of high-value 

business services.



panel: Disrupt Your Vendor Landscape 

Panel Moderator: Glenn O’Donnell 



Panelist: Jagdish Krishnan, Director, Head of 

Infrastructure and Operations, Bose 

You purchase technology and services from a plethora of 

large and small vendors. Tomorrow’s business outcomes 

likely demand technology that your old standbys just don’t 

provide. Emerging providers play a role in your successful 

future. In this industry panel session: 

• Learn how your peers plan to support tomorrow’s 

business outcomes. 

• Hear how your peers augment, and in some ways 

replace, incumbents with emerging innovators. 

• Identify how to find disruptive technology from your 

old standbys. 

Bulletproofing The Customer Experience 

Rachel Dines 



World-class customer experiences demand availability — 

your stakeholders now demand resilient infrastructure that 

can withstand any type of outage. This session will help I&O 

leaders identify what it takes to build a resilient and highly 

available foundation for excellent customer experience. 

Forrester analysts will explain: 

• Your role in delivering resilient customer services. 

• How to evolve current reactive defensives 

to proactive offensives. 

• Strategies for designing for uptime, but planning 

for failure. 

Expanding your business with the cloud 

Lauren Nelson, Analyst, Forrester Research 

Systems of engagement drive business outcomes by 

empowering customers, partners, and employees to help 

them decide and act immediately in their moments of 

need. But to deliver on this, Infrastructure & Operations 

Professionals must make room for public, private, and 

hybrid cloud infrastructure. This session will help attendees: 

• Learn how peers use cloud infrastructure 

to develop systems of engagement. 

• Understand when to use public, private, 

and hybrid cloud infrastructure. 

• Balance agility, efficiency, security, compliance, 

and integration. 

The Economics Of BYOD 

Michele Pelino, Principal Analyst, Forrester Research 

More than 66% of North American and European enterprise 

information workers get work done using their own 

personal smartphones. Yet in this age of the perpetually 

connected worker, only 40% of enterprises have bringyour-own-device 

(BYOD) programs, as firms struggle to 

understand their business value. This session will help you: 

• Understand the breadth of IT and line-of-business 

elements affected by BYOD programs. 

• Develop a business case for BYOD investments that 

empower your workforce and deliver cost improvements. 

Happy Workers, Happy Customers 

David Johnson 



Christian Kane 

Analyst 


The link between empowered, happy employees and happy 

customers is indisputable, but today’s barriers to giving 

employees freedom seem insurmountable. This session will 

address how you can nurture the fragile links between 

motivation, innovation, and personal computing technologies 

while decreasing costs and risk. Join us to: 

• Discover what management science tells us about 

how, and why, technology freedom and empowerment 

motivate employees. 

• Learn how highly successful companies apply these 

principles to their workforce computing strategy.

Program For Security & Risk Professionals 

Securing Tomorrow’s 


“Rushing haphazardly to take advantage 

of opportunities will lead to failure. Manage 

risks appropriately so that you can 

achieve — and protect — your desired 

business outcomes.” 

Christopher McClean 




Asheem Chandna 

Investor and Company Builder, Partner 


Asheem is a trusted VC partner and experienced company 

board member. As a company director, he works closely 

with CEOs, founders, and management teams to help 

create and grow category-leading companies that provide 

customers with highly differentiated product capabilities 

and superior business value. 

Sunil Dhaliwal 

Managing Partner 

Amplify Partners 

Sunil founded Amplify Partners, a venture capital firm 

focused exclusively on early-stage investments in 

enterprise infrastructure technology, in 2012. Previously 

he was a General Partner at Battery Ventures, where he 

spent more than 14 years investing in category-defining 

IT infrastructure companies. 

Also Featuring 

Bob Blakley, Director & Head of Information Security 

Innovation, Citigroup. 

A CTO and CSSO from within the government industry, TBA. 


panel: The Shark Tank: Evaluating Early-Stage 

Security Companies 

Chris McClean 



Chenxi Wang, Ph.D. 



Bob Blakley, Director & Head of Information Security 

Innovation, Citigroup 

Asheem Chandna, Investor and Company Builder, Partner, 


Sunil Dhaliwal, Managing Partner, Amplify Partners 

Join a panel of experts (analysts, venture capitalists, and 

CISOs) for this shark-tank-style session, where they will 

evaluate pitches from two early-stage security companies. 

In this session, you will: 

• Hear innovative approaches from emerging security 

technology providers. 

• Learn how to judge whether an early-stage security 

company will succeed, and if so, how quickly. 

• Participate in the judging — the audience and the 

panel will both vote. 

Secure Networking To Meet Customer Expectations 







With aging networks due for a refresh, this is the opportunity 

to not only redesign networks for today’s critical workloads 

and technology transformations but also to take a unified 

approach to both networking and security. In this session, 

I&O and S&R Professionals will come together to learn: 

• How an intelligent, automated, and secure network can 

contribute directly to the business’ strategic objectives. 

• The key architectural concepts of Forrester’s Zero Trust 

Model for networking. 

• How to redesign your network to support an ecosystem 

of customers, clouds, service providers, partners, supply 

chains, mobile devices, and empowered users. 

Changing The Face Of IT Security 




Increased connectivity, better contextual services, and 

expanded coverage are enabling fundamentally new 

business opportunities and transforming the way businesses 

interact with customers on a global scale. This session will 

focus on: 

• Five ways the digital consumer is changing future value 

chains and shift business models. 

• The new models and value chains. 

Know Your Enemy — Hackers Versus Executives 

Rick Holland 






This session is designed to help information security 

professionals understand how hackers work and the types 

of sophisticated threats that cybercriminals can launch 

against today’s networks. Witness a live hacking demonstration 

and interactive panel discussion with security experts 

and corporate CISOs. Learn: 

• What happens in a real-life cyberattack. 

• What do hackers think about the state 

of enterprise security. 

• What should S&R Professionals do to protect themselves 

from attacks.


Information Security Economics 101 

Ed Ferrara, Principal Analyst, Forrester Research 

In this session, Forrester will present the Information 

Security Value Model. This model helps you calculate the 

financial value that information security provides to the 

business in terms your executive stakeholders understand. 

You will learn: 

• A new budgeting technique for security. 

• The “income statement” and “balance sheet” 

of information security. 

• How to apply these ideas to make your security program 

more relevant to the business outcomes 

of your organization 

Mobile Authentication: Application Versus User 

Andras Cser, Principal Analyst, Forrester Research 

Heidi Shey, Analyst, Forrester Research 

Mobile applications provide perpetually connected 

people with unprecedented ease of use — and system 

administrators with unprecedented security, data 

protection, and identity and access management (IAM) 

headaches. In this session, you will learn what leading 

organizations pay attention to when it comes to IAM 

for mobile devices. The session will cover: 

• Governance models that work. 

• Approaches for enrollment and de-registration processes. 

• Techniques and solutions for credentialing of users 

on mobile applications. 

Avoiding The Social Media Binary 

Nick Hayes, Researcher, Forrester Research 

Chris McClean, Principal Analyst, Research Director, 


If you’re debating whether or not to allow access to social 

networks, you’re already headed down the wrong path. 

Avoid this social media binary, and empower your employees 

by learning: 

• How to stop worrying about restricting access to social 

media and find ways to enable it securely. 

• What the full range of social governance options are, and 

where to begin. 

• What other companies are doing, best practices 

to consider, and pitfalls to avoid. 

panel: Have No Fear; Cyberintelligence Is Here! 

Moderator: Rick Holland, Senior Analyst, 


An intelligence-led defense is our last and final hope for 

salvation against the overwhelming threat landscape. This 

interactive panel session will separate fact from hype 

and leave you with practical suggestions on how you can 

leverage intelligence within the enterprise. Join our industry 

and vendor panelists as we discuss: 

• How to prepare for intelligence. 

• How to build out intelligence capabilities. 

• What intelligence capabilities you should have. 

• The role of attribution. 

Analyst Showcase: What Will Disrupt You? 

Moderator: Stephanie Balaouras, VP, Research 

Director, Forrester Research 

Panelists: 

John Kindervag, Principal Analyst, Forrester Research 

Andrew Rose, Principal Analyst, Forrester Research 

Chenxi Wang, Ph.D., VP, Principal Analyst, 


“Identifying disruptive trends and technologies” is one of 

the great challenges for security and risk leaders. In this 

session, Security & Risk Research Director Stephanie 

Balaouras will moderate a panel of senior Forrester 

analysts as they address: 

• The next five years’ most important disruptive trends. 

• The impact these trends will have on Security 

& Risk Professionals. 

• How security and risk leaders can prepare for the 

future today.

Program For Sourcing & Vendor 

Management Professionals 

Sourcing Tomorrow’s 


“For sourcing professionals, the difference 

between success and failure can sometimes 

rest on a few critical pieces of information.” 

Chris Andrews 





Douglas Krieger 

Director - IT/IS, Capex, & Procurement Process 

Kinetic Concepts, Inc. 

Douglas is a licensed attorney who has assisted multiple 

organizations in developing and executing cost reduction 

strategies. He has significant functional experience 

in corporate and business unit strategy, process 

design, change management, as well as leadership 

and technology transformation. 

Russell Lewis 

Director, Strategic Supplier Management 

Internal Revenue Service 

Russell provides strategic leadership in maximizing the 

value of MITS financial investments, managing effective 

sourcing strategies, monitoring vendor performance and 

contract management, and facilitating strong governance 

processes. 

Brett Miller 

Global Procurement Director of IT 

and Telecom Categories, Nike, Inc. 

Brett Miller is the Global Procurement Director for the 

IT and telecom categories at Nike. He directs a team 

of sourcing managers and analysts who influence more 

than $350 million in IT procurement spend at Nike. He 

is also a Certified Purchasing Manager (C.P.M.) with the 

Institute for Supply Management. 

Chris Talbot 

Director of Purchasing Systems & Software 

Sourcing, Caesars Entertainment 

Chris Talbot directs a team of purchasing systems 

managers, supplier managers, and buyers who influence 

more than $180 million in IT procurement spend at Caesars. 

Prior to joining Caesars Entertainment in March 2012, 

Chris worked at Starbucks and Microsoft, holding several 

positions in their sourcing and procurement organizations. 

Too Big To Disrupt? 

Liz Herbert 



Leading suppliers advertise that they can help you deliver 

tomorrow’s outcomes and manage new technology 

disruptions related to social, mobile, cloud, and analytics. 

But are they ready to help you build your front-office 

business strategy and address the needs of the perpetually 

connected? In this session, we’ll address: 

• How to compare tech giants versus small players 

for sourcing digital disruption solutions. 

• When large players can be a good source 

for business innovation. 

• Sourcing strategies are vital for big and small players. 

Sourcing And Vendor Management Expert Panel 

Moderator: Christine Ferrusi Ross 

VP, Global Council and Research Director 


Panelists: 

Russell W. Lewis, Director, Strategic Supplier 

Management, Internal Revenue Service 

Brett Miller, Global Procurement Director, Nike 

Chris Talbot, Director of Purchasing Systems 

& Software Sourcing, Caesars Entertainment 

Hear sourcing and vendor management experts discussing 

what they do to support innovation demands, maximize 

value from suppliers, and communicate the value of their 

role internally. This session will explore: 

• How the role of sourcing and vendor management 

is changing within the organization. 

• How to manage key supplier relationships 

and cut costs. 

• What to consider with changing innovation, 

security, and risk.



panel: New Ideas For Innovation And Savings 

Moderator: Chris Andrews 



Panelists: 

Wolfgang Benkel, Principal Analyst, Forrester Research 

Christine Ferrusi Ross, VP, Global Council and Research 


Duncan Jones, VP, Principal Analyst, Forrester Research 

What can you learn from the hundreds of enterprises and 

vendors we speak to each year? What cost savings, risk 

mitigation, and innovation business outcome examples can 

you embrace? This idea session will explain: 

• What cutting-edge capabilities can change 

your sourcing strategy. 

• What new suppliers you should be watching. 

• What’s hot in sourcing. 

Negotiating For Better Business Outcomes 

Mark Bartrick 



Attaining cost savings is a key part of negotiations with your 

major technology suppliers. Yet too often, organizations 

focus on cost savings at the expense of their more strategic 

business objectives. This session will explain: 

• Why demand is on the rise for more 

outcome based contracts. 

• How to identify the key implications 

for your sourcing strategy. 

• How to improve your relationships 

with key vendors. 

From Tactical To Strategic Software Sourcing 

Duncan Jones, VP, Principal Analyst, Forrester Research 

The struggle to balance complex business requirements, 

IT standards, vendor capabilities, and spending objectives 

— all while dealing with predefined renewal deadlines — 

makes software negotiation stressful. Too often, this stress 

leads to hastily prepared and poorly informed sourcing 

strategies that don’t align with future business outcomes. 

In this track session, we’ll discuss how you can: 

• Be more proactive in your sourcing strategies. 

• Align negotiations with software strategy. 

• Achieve much stronger business outcomes. 

Optimizing Your Services Sourcing Strategy 

Wolfgang Benkel, Principal Analyst, Forrester Research 

Your sourcing strategy plays a major role in closing the 

gap between your organization’s insatiable technology 

demands and your IT organization’s ability to meet those 

demands. 

In this track, we’ll highlight: 

• What critical sourcing and vendor management decisions 

can fill this gap. 

• Where you can increase the potential of your current 

IT services relationships. 

• Key models for sourcing experts to follow, including 

outsourcing versus insourcing, assessing your company’s 

sourcing maturity, and pricing model evaluations. 

Sourcing Mobility: New Challenges, 

New Opportunities 

Brownlee Thomas, Ph.D., Principal Analyst, 


Bring-your-own-device policies, video collaboration, and 

social technologies: These three telecom and mobility 

trends change the way your organization does business. 

Yet each trend poses new risks for your organization related 

to escalating costs, security management, and purchasing 

flexibility. In this session, we’ll address: 

• The changing nature of these critical trends. 

• How to enable an increasingly mobile workforce. 

• How to balance flexibility, costs, and risks in your 

purchasing decisions.

1-On-1 Analyst Meetings 

Expert Advice 

Consistently rated as one of the most popular features of Forrester Forums, 

Forrester 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.* 

Serving Application 

Development & Delivery 

Professionals 

Serving CIOs 

William Band 



Boris Evelson 



Randy Heffner 



Kyle McNabb 



Jennifer Belissent, Ph.D. 



Bobby Cameron 



Marc Cecere 



Nigel Fenwick 



Frank Gillett 



Chip Gliedman 



Khalid Kark 



TJ Keitt 



Rob Koplowitz 



John McCarthy 



Chris Mines 

SVP, Research Director, 


Ted Schadler 



Simon Yates 



Serving Enterprise 

Architecture Professionals 

Gordon Barnett 



Alex Cullen 



Tim DeGennaro 

Analyst 


Michele Goetz 



Brian Hopkins 



Craig Le Clair 



Alan Mac Neela 



Derek Miers 



Leslie Owens 

Principal Analyst, Research 

Director, Forrester Research

1-On-1 Analyst Meetings 

Clay Richardson 



Christopher Voce 



Andrew Rose 



Alan Weintraub 



Doug Washburn 



Heidi Shey 

Analyst 


Serving Infrastructure 


Rachel A. Dines 



David Johnson 



Serving Security 

& Risk Professionals 

Stephanie Balaouras 



Andras Cser 






Serving Sourcing & Vendor 

Management Professionals: 

Chris Andrews 



Christian Kane 

Analyst 


Ed Ferrara 



Mark Bartrick 






Nick Hayes 

Researcher 


Wolfgang Benkel 



Lauren Nelson 

Analyst 


Glenn O’Donnell 



Eveline Oehrlich 



Michele Pelino 



James Staten 



Rick Holland 






Laura Koetzle 



Eve Maler 



Christopher McClean 



Christine Ferrusi Ross 

VP, Global Council and 

Research Director, Forrester 

Research 

Liz Herbert 



Duncan Jones 



Brownlee Thomas 



*Analyst participation is confirmed 

as of the date of this publication.

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Architecting Tomorrow’s 


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