Forrester

For CIO Professionals

Report:Smart Process Applications Fill A Big Business Gap

They Will Grow Twice As Fast As The Enterprise Application Market

Smart process apps are a new category of application software designed to support business activities that are people-intensive, highly variable, loosely structured, and subject to frequent change....

• Downloads: 641
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For eBusiness & Channel Strategy Professionals

Report:Multichannel Home Lending Status Boosts Results

eBusiness Professionals Must Integrate Mobile Into Loan Processes

As customers become more comfortable with research and applying for financial products through mobile devices, eBusiness professionals at banks will need to consider how mobile can support...

• Downloads: 205
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For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2012

Business Case: The Experience-Driven Organization Playbook

This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years of...

• Downloads: 2235
• Comments: 2
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For Security & Risk Professionals

Report:No More Chewy Centers: Introducing The Zero Trust Model Of Information Security

Vision: The Security Architecture And Operations Playbook

There's an old saying in information security: "We want our network to be like an M&M, with a hard crunchy outside and a soft chewy center." For a generation of information security...

• Downloads: 1635

For eBusiness & Channel Strategy Professionals

Report:eBusiness Leaders: It's Time To Take Financial Service Comparison Web Sites Seriously

Usage Is Rising Driven By First-Time Users And Younger Generations

In 2009, 21% of financial product online applicants — more than 50 million Americans — used a third-party online comparison Web site, and 36% of these applicants did so for the first...

• Downloads: 501

For Customer Experience Professionals

Report:Better Customer Experience Correlates To Higher Net Promoter Scores

Credit Card Companies And Wireless Service Providers Benefit From Higher Net Promoter Scores Through Better Customer Experience

Net Promoter Score (NPS) is a wildly popular tool for assessing customers' likelihood to recommend a company's product or service. As valuable as NPS can be, by itself, the "one number you need to...

• Downloads: 530
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For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2010

What A Higher Customer Experience Index Score Can Do For Revenue

To help customer experience professionals prove the business value of a better enterprise customer experience, we built simple models that show how revenue increases when a company's Customer...

• Downloads: 1573

For Customer Experience Professionals

Report:The Customer Experience Index, 2012

Benchmarks: The Experience-Driven Organization Playbook

This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

• Downloads: 2795
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For Application Development & Delivery Professionals

Report:Global Banking Platform Deals 2010: Functionality

Demand Centers And Functional Heterogeneity Make Selection More Difficult

Forrester surveyed 23 vendors of globally deployed banking platforms on their 2010 deals. Core banking and channels continue as important factors in many regions. Beyond that, regional functional...

• Downloads: 481

For Enterprise Architecture Professionals

Report:Case Study: Sallie Mae Drives Data Governance In A Complex Environment

Sallie Mae is a financial services company specializing in education, offering college savings programs, tuition payment plans, and education loans. In 2006, the firm developed a marketing strategy...

• Downloads: 363

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2011

Improvements Can Add More Than $1 Billion In Revenue For Wireless Carriers And Hotels

Customer experience professionals must clearly articulate the business benefits of improving customer experience. Years of Forrester data confirm the strong relationship between the quality of a...

• Downloads: 1305

For eBusiness & Channel Strategy Professionals

Report:The Alternative Payment Methods Landscape For Travel eBusiness

The Payment Methods That Appeal Most And Least To Leisure Travel Bookers

Since 2007, US travelers' usage and interest in alternative payment methods (APMs) for online travel purchases has been slowly, but steadily, increasing. Fifteen percent of US online leisure travel...

• Downloads: 552

For eBusiness & Channel Strategy Professionals

Report:2012 North American Credit Card Online Sales Rankings

Royal Bank Of Canada Takes The Top Spot For 2012

Credit cards are the top selling financial product in both the US and Canada. In the US, the majority of credit card applicants apply online, and in Canada, the percentage is second only to the...

• Downloads: 358
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For eBusiness & Channel Strategy Professionals

Report:European Online Retail: Adopt A Local Approach

A Solid Understanding Of Customer Expectations And A Localization And Differentiation Strategy Are The Keys To Success Across Europe.

Despite some commonality in currency and legislation, there are some notable differences in customer shopping behavior and market trends across the various European online retail markets. eBusiness...

• Downloads: 884

For Customer Experience Professionals

Report:Call Center Experiences Leave Consumers On Hold For Something Better

Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries

Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news? The...

• Downloads: 668
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For eBusiness & Channel Strategy Professionals

Report:Case Study: Discover Financial Services Partners With PayPal To Roll Out Mobile P2P Payments

Firm "Electronifies" Cash Transactions To Enhance Existing PFM Tool

In February 2009, Discover Financial Services introduced its Spend Analyzer, an online personal financial management (PFM) tool that lets clients track and categorize their spending. Adoption was...

• Downloads: 572

For eBusiness & Channel Strategy Professionals

Report:Understanding Online Payment Preferences In Europe

Alternative Payment Systems Provide Opportunities For European Merchants

The European online payment landscape is highly fragmented, with different payment methods achieving varied adoption levels across European countries. One in two European online buyers does not own a...

• Downloads: 964

For eBusiness & Channel Strategy Professionals

Report:Forrester Research Online Alternative Payments Forecast, 2011 To 2016 (US)

ForecastView Spreadsheet

Consumer payments by value and and volume for different alternative payment methods, including e-wallet payments, prepaid/stored-value cards, and deferred billing, as well as credit and debit card...

• Downloads: 8

For eBusiness & Channel Strategy Professionals

Report:2010 US Credit Card Secure Site Rankings

Strong Servicing Content Carries Bank of America To The Top

Forrester evaluated the secure websites of five of the largest US credit card issuers — American Express, Bank of America, Capital One, Chase, and Citibank — using our Website User...

• Downloads: 283

For Security & Risk Professionals

Report:PCI X-Ray: Assessment And Testing Checklist

This checklist is provided as a concise and comprehensive workbook to help organizations deal with the different types of assessments and tests that security and risk professionals must perform to...

• Downloads: 28

For Application Development & Delivery Professionals

Report:Case Study: Santander Consumer USA Wins With A Smart Mobile CRM Implementation Strategy

What happens when your sales reps blindly make decisions without having the right customer contact information and transaction data at their fingertips to guide them? Santander Consumer USA, a...

• Downloads: 307

For Security & Risk Professionals

Report:PCI X-Ray: Application Security Checklist

This is a workbook that supplements the PCI X-Ray: Application Security Document

• Downloads: 33

For Marketing Leadership Professionals

Report:Case Study: IHG, Chase, And Consumers Co-Create A New Rewards Credit Card

An Empowered Report

Intercontinental Hotels Group (IHG) and Chase Card Services (Chase) won a 2010 Forrester Groundswell Award in the B2C Embracing category, and for good reason. These two companies hired a private...

• Downloads: 421

For Customer Experience Professionals

Report:The Customer Experience Index, 2013

Benchmarks: The Customer Experience Management Playbook

How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...

• Downloads: 1317
• Comments: 7
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For eBusiness & Channel Strategy Professionals

Report:US Alternative Payments Forecast, 2011 To 2016

As eCommerce has exploded, eBusiness executives have often looked to various payment forms at checkout as a means of growing their businesses. Alternative payments, or non-card payments, purport to...

• Downloads: 783
• Rating: