Forrester

For Customer Experience Professionals

Report:Planning A Co-Creation Workshop? Sweat The Details

Best Practices For Including Customers, Employees, And Partners In Customer Experience Design

Co-creation — the practice of involving people from across the customer experience ecosystem in the experience design process — is a valuable and versatile methodology, but it usually...

• Downloads: 180
• Comments: 2

For Marketing Leadership Professionals

Report:Profiling Brand-Loyal And Price-Conscious US Consumers

A Technographics® Data Essentials Document

Brand loyalty and price sensitivity guide consumers' purchasing decisions, but these qualities also create unique audiences that embody distinct social attitudes, technology engagement, and...

• Downloads: 37

For Customer Experience Professionals

Report:Don't Fix Customer Experience Problems, Prevent Them

Vision: The Customer Experience Management Playbook

In a recent survey of customer experience professionals, 86% said that their executives hope to differentiate in the marketplace on the basis of their customer experience. Unfortunately, most...

• Downloads: 475

For Customer Experience Professionals

Report:How CX Professionals Can Use VoC To Surface Pricing Issues

Inject Customer Experience Insights Into Pricing Decisions

Pricing can make or break the customer experience (CX). However, most voice of the customer (VoC) programs don't deliver comprehensive data on customers' perception of pricing. This report will show...

• Downloads: 173
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For Security & Risk Professionals

Report:Mobile Authentication: Is This My App? Is This My User?

Strategy Deep Dive: The Mobile Security And Operations Playbook

Mobile devices are everywhere: at work, in the hands of your customers, and with employees. Security and risk (S&R) professionals need to provide users with secure and seamless mobile access to...

• Downloads: 461
• Comments: 4
• Rating:

For Customer Insights Professionals

Report:End-Of-Life: The Forrester Wave™ EFM Satisfaction And Loyalty Solutions

After evaluating two categories of enterprise feedback management (EFM) vendors in Q3 2011, Forrester will no longer cover the vendor market landscape in the same way. This report explains why the...

• Downloads: 75

For Customer Experience Professionals

Report:The Unified Customer Experience Imperative

Delivering Experience Excellence Across A Fractured Network Of Digital Touchpoints

Today's digital landscape is distributed across an array of touchpoints and devices. With customers able to interact through multiple channels at any given moment, firms need to ensure that they...

• Downloads: 1086
• Rating:

For Customer Experience Professionals

Report:Digital Customer Experience Trends To Watch, 2013

Landscape: The Digital Customer Experience Improvement Playbook

Digital touchpoints support an increasingly large percentage of the overall customer experience. 2012 saw the emergence of several important digital customer experience trends that will gain momentum...

• Downloads: 1335
• Rating:

For Application Development & Delivery Professionals

Report:Establish Ongoing Processes To Assess Your Business Intelligence Maturity

Assessment: The Business Intelligence Playbook

Forrester's business intelligence (BI) maturity self-assessment model helps BI professionals quickly assess the maturity of their current-state environments. It also allows BI pros to benchmark their...

• Downloads: 255

For Application Development & Delivery Professionals

Report:Mobile Solution Architecture: User Authentication Is The Foundation Of Mobile Trust

Start Small And Keep An Eye On The Breadth Of Your Future Mobile Scenarios

User authentication is a key foundation of security for mobile apps — as it is for application security in general. Determining which authentication approach to use for your mobile solution...

• Downloads: 237
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For Marketing Leadership Professionals

Report:Forrester Research Social Media Forecast, 2012 To 2017 (Western Europe)

ForecastView Spreadsheet

Online social media users, user penetration, and social media advertising spending for 17 Western European countries. Includes historical data back to 2008 plus a five-year forecast.

• Downloads: 3

For eBusiness & Channel Strategy Professionals

Report:2012 US Bank Secure Website Rankings

Citi Moves To The Top With Added Functionality And A New Look

Digital banking teams want to know where they stack up against competitors when it comes to their secure websites and other digital features — everything from mobile functionality to customer...

• Downloads: 251
• Rating:

For Sales Enablement Professionals

Report:The New Physics Of Lead-To-Revenue Management

Vision: The Lead-To-Revenue Playbook

The need to calibrate marketing spend to revenue generation was the seminal driver of lead-to-revenue management (L2RM). But savvy B2B marketing leaders are going beyond revenue performance...

• Downloads: 182
• Rating:

For Marketing Leadership Professionals

Report:Maximize Media ROI With A Customer-Centric Approach

Road Map: The Digital Media Buying Playbook

This report outlines the road map portion of Forrester's solution for interactive marketing executives working on digital media buying. Moving to a higher level of digital media buying maturity...

• Downloads: 63

For CMO Professionals

Report:Rethink Marketing In The Buyer's Context

How B2B Marketers Need To Recast Their Approach

Business-to-business (B2B) marketers must face a new reality: Empowered customers are educating themselves through professional and peer-created content that is available online. Many claim to...

• Downloads: 327
• Rating:

For Customer Experience Professionals

Report:Executive Q&A: Forrester's Customer Experience Index

To help customer experience professionals get the most from Forrester's Customer Experience Index (CXi) research, we've summarized answers to the 10 most frequently asked questions we get from...

• Downloads: 335

For eBusiness & Channel Strategy Professionals

Report:2013 Mobile Wealth Management Functionality Benchmark

E-Trade And Fidelity Lead The Pack

With investor expectations rising and substantial business at stake, digital wealth management teams know they need to improve their portfolios of mobile sites and apps. Forrester evaluated the...

• Downloads: 305

For CIO Professionals

Report:Winning The Customer Experience Game

Best Practices For CIOs

Customer experience (CX) is too often thought of in terms of the IT help desk. But CIOs and their IT teams are increasingly being challenged with improving the customer experience for the...

• Downloads: 147

For CIO Professionals

Report:Measure Workforce Experience Through Engagement, Productivity, And Customer Impact

Customer experience — its relationship to loyalty and satisfaction and the likelihood that it will lead to future business — is now a well-established discipline. However, measuring...

• Downloads: 80
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For CMO Professionals

Report:Align Your Global Marketing Organization To Deliver On 21st Century Brand Building

Consumers have higher expectations of 21st century brands, requiring marketers to rethink how they navigate the brand, from reestablishing the brand's North Star to creating a consistent set of brand...

• Downloads: 88

For Application Development & Delivery Professionals

Report:Capitalize On The Digital Experience Imperative With Better Governance

Processes: The Digital Experience Delivery Playbook

Organizations still struggle to get the right content to the right consumers at the right time. Outdated technologies, policies, and procedures mean that IT can't keep pace with the business' demands...

• Downloads: 226

For Marketing Leadership Professionals

Report:The Mobile Mind Shift Index

Measuring And Analyzing The Shift In Consumers' Expectations

Six years into the smartphone transition, customers are making a mobile mind shift. The shifted customer expects that any desired information or service is available on any appropriate device, in...

• Downloads: 364
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For eBusiness & Channel Strategy Professionals

Report:Trends 2013: US Retail eBusiness

As US online retail continues to grow and capture shopper wallet share, online retail executives must determine the best areas on which to focus their limited resources, particularly given the number...

• Downloads: 378
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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: 1286
• Comments: 7
• Rating:

For Application Development & Delivery Professionals

Report:Contextual Delivery And Cross-Channel Analytics Revolutionize Digital Experiences

Landscape: The Digital Experience Delivery Playbook

AD&D pros have had an uphill journey to support digitally enabled customer experiences as they navigate the coordination of existing investments and management of a complicated technology ecosystem....

• Downloads: 202