Forrester

For Customer Experience Professionals

Report:Design Enjoyable Experiences Now

Enjoyment is one of the best possible outcomes of any customer experience. But the majority of firms can barely design a useful, usable experience, much less a pleasurable one. Recent advances in the...

• Downloads: 432
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For Customer Insights Professionals

Report:Digital Intelligence Transforms Analytics Into Action

Executive Overview: The Digital Intelligence Playbook

The volume and complexity of digital interactions with customers cause analytics challenges for marketers. The conventional web analytics approach cannot keep up with the explosion of channels,...

• Downloads: 553
• Comments: 1
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For eBusiness & Channel Strategy Professionals

Report:European In-Store Pickup Service Best Practices

Addressing Consumers' Need For Immediacy And Cost Savings

European consumers continue to make use of all of the touchpoints that eBusiness professionals offer when making purchases. Click and collect serves multichannel buyers' fundamental needs by allowing...

• Downloads: 303

For Sales Enablement Professionals

Report:Assessing Your Content Management Processes And Organization

B2B marketers across all industries are investing more into creating digital content to generate new business opportunities, nurture existing sales or marketing leads, and to encourage deeper...

• Downloads: 420
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For Marketing Leadership Professionals

Report:Brands And Social Networking — A Recipe For Consumer Engagement

Forrester Technographics Digital Consumer Community Report, February 2012

Pleasing consumers is becoming increasingly difficult, and the experiences encountered while buying a product can make or break a brand’s reputation with its consumers. One bad experience can...

• Downloads: 6

For eBusiness & Channel Strategy Professionals

Report:What Drives Retention And Sales In US Banking?

Using Regression Modeling To Better Understand The Drivers Of Acquisition, Retention, And Cross-Selling In Banking

In 2012, the age of the customer is in full swing. Gone are the days when companies could simply offer their services and customers could choose to take them or leave them — today, companies...

• Downloads: 417
• Comments: 1

For Customer Experience Professionals

Report:Improve Your Digital Customer Experience

Executive Overview: The Digital Customer Experience Improvement Playbook

Today's multichannel customers demand better experiences than they get from firms that design underperforming one-off touchpoints. Faced with an expanding ecosystem of legacy websites, mobile sites,...

• Downloads: 907
• Comments: 2
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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 Sales Enablement Professionals

Report:A 10-Point Checklist For Innovating Tech Customer Support

Marketing And Partnering For Support/Service Excellence

Forrester's research shows that customers rank technical support at or near the top of their criteria for both vendor and product consideration. Yet the support experience in the tech industry is...

• Downloads: 282

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 Marketing Leadership Professionals

Report:Test Interactive Marketing Opportunities On The Second Screen

Make The Most Of Your TV Media Buys

Networks have launched co-viewing apps for PCs, tablets, and smartphone devices and are seeing some great results — from driving tune-in to additional engagement, loyalty, and recall....

• Downloads: 346

For eBusiness & Channel Strategy Professionals

Report:Using Facebook Login To Your Advantage

Demystifying The Hype And Misconceptions Of Social Login For eBusiness

Everyone remembers Microsoft's Passport service, positioned to be a ubiquitous sign-on protocol across the Web and at one time adopted by web giants including eBay, Expedia, and Monster. However, the...

• Downloads: 707

For eBusiness & Channel Strategy Professionals

Report:Supportive Brands Win The Hearts Of Customers

Forrester Technographics Digital Consumer Community Report, May 2012

Pleasing consumers is becoming increasingly difficult, and the experiences encountered while buying a product can make or break a brand’s reputation with its consumers. One bad experience can...

• Downloads: 8

For eBusiness & Channel Strategy Professionals

Report:Mobile Maturity Equates To Mobile Competency

Assessment: The Mobile eBusiness Playbook

eBusiness professionals began in earnest to develop mobile services with the launch of the Apple App Store in 2008. They now have four-plus years of experience under their belts. Initially they...

• Downloads: 307
• Comments: 1
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For Customer Experience Professionals

Report:How Customer Experience Change Agents Transform Culture

Building A Customer-Centric Culture

Changing from a product-centric company to a customer-centric company requires a cultural transformation. This is no small task. That's because transformation involves changing the beliefs and...

• Downloads: 433
• Comments: 1

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: 477

For Customer Experience Professionals

Report:The Customer Experience Ecosystem

Vision: The Customer Experience Ecosystem Playbook

Even companies that make customer experience a strategic priority struggle to implement major long-lasting improvements. That's because they fail to connect behind-the-scenes activities to customer...

• Downloads: 3076

For Application Development & Delivery Professionals

Report:The Forrester Wave™: Web Content Management For Digital Customer Experience, Q2 2013

Adobe Offers A Leading Combination Of Strategy And Resources

Web content management (WCM) software has evolved from a set of primarily technical tools for website management into broad products and suites that support the imaginations (and needs) of digital...

• Downloads: 590
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For Customer Experience Professionals

Report:2012 Customer Experience Predictions

What Customer Experience Professionals Need To Know About The Year Ahead

While consumer technology adoption was the impetus for many customer experience efforts in 2011, an increasingly competitive industry landscape, the ever-increasing power of consumers, and a slippery...

• Downloads: 1812

For eBusiness & Channel Strategy Professionals

Report:European Online Retail: Five Trends To Watch In 2013

European eBusiness Executives Must Embrace A Multi-Touchpoint Reality

European retail eBusiness executives face a time of unprecedented change. The range of touchpoints that customers use to discover, explore, buy, and re-engage with brands is growing by the day. New...

• Downloads: 343

For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2012: How Customers Rate US Banks, Investment Firms, And Insurers

Our research shows that a key driver of deeper customer relationships among financial services consumers is a trait we call "customer advocacy" — the perception on the part of customers that a...

• Downloads: 595

For Customer Experience Professionals

Report:How To Build Your Voice Of The Customer Program

Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. CX pros need to know how good their programs are, how they...

• Downloads: 199

For eBusiness & Channel Strategy Professionals

Report:Online Customer Service Functionality Benchmark: US Airlines

The Best And Worst Of Online Customer Service Among The Top Four US Airlines

Forrester evaluated the online customer service offerings of the four largest US airlines: Delta Air Lines, United Airlines, Southwest Airlines, and American Airlines. Our analysis uncovered a few...

• Downloads: 457
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For Customer Experience Professionals

Tool:Measurement Maturity Assessment

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