Forrester

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: 528
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For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2011: How Customers Rate European Banks

In the midst of the recession and ongoing sovereign debt crisis, only 29% of Europeans believe their bank acts in their best interest. However, some banks rank much higher than others in our customer...

• Downloads: 258
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For eBusiness & Channel Strategy Professionals

Survey:Latin American Technographics® Online Benchmark Survey, Q3 2012 (Argentina, Brazil, Mexico)

Forrester conducted an online survey fielded in July and August 2012 of 6,008 individuals ages 16 to 75 in top urban areas/provinces of Argentina and top urban areas/states of Brazil and Mexico. In...

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:Case Study: Digital Solutions Help Migdal's Agents To Master A Multi-Touchpoint World

eBusiness and channel strategy professionals at insurers face a strategic dilemma — managing the in-person agent field force while migrating services online. Israeli insurance provider Migdal,...

• Downloads: 371

For eBusiness & Channel Strategy Professionals

Report:The Top Five Trends In Digital Wealth Management For 2012

Mobile, Social, Video, Advice, And Usability Will Change Retail Investing

Rocketing adoption — by financial advisors and agents as well as investors — is driving five digital trends that will change the wealth management industry. Smart eBusiness managers will...

• Downloads: 968
• Comments: 1
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For Security & Risk Professionals

Report:Understanding Legal And Regulatory Risks In Social Media

Even as social media adoption surges across the enterprise, security and risk (S&R) professionals have yet to fully understand and mitigate associated legal, compliance, and security risks. S&R...

• Downloads: 857

For Customer Experience Professionals

Report:How PayPal Uses Exploratory Research To Drive A Culture Of Customer-Focused Innovation

Exploratory research uncovers customer needs that have yet to be met, exposes opportunities for differentiation, provides a holistic view of a problem space, and helps firms keep pace with the...

• Downloads: 479

For eBusiness & Channel Strategy Professionals

Report:Digital Insurance Teams Need A Tablet Strategy

The intuitive design and the standard features of tablets make it possible for digital insurance teams to create compelling customer experiences and support insurance agents in an effective and...

• Downloads: 382
• Comments: 1
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For eBusiness & Channel Strategy Professionals

Survey:European Technographics® Financial Services Online Survey, Q3 2012

Forrester conducted an online survey fielded in July 2012 of 14,000 European individuals in France, Germany, Italy, the Netherlands, Spain, Sweden, and the UK. This survey is based on an online...

For eBusiness & Channel Strategy Professionals

Report:2012 Canadian Bank Digital Sales Rankings

This is one of two reports that detail the findings from Forrester's annual ranking of the digital sales offerings of the 12 largest banks in North America. The report covers six major Canadian banks...

• Downloads: 225

For eBusiness & Channel Strategy Professionals

Report:2013 US Mobile Banking Functionality Rankings

Forrester Evaluates The Four Largest Banks' Retail Mobile Offerings

With customer expectations rising and substantial business at stake, digital banking strategy teams know they need to keep improving their mobile services. This is one of three reports that detail...

• Downloads: 246

For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Online Benchmark Survey (Part 1), Q2 2012 (US, Canada)

Forrester conducted an online survey fielded in April and May 2012 of 58,068 US and 5,635 Canadian online adults ages 18 to 88. For results based on randomly chosen samples of these sizes (N = 58,068...

For eBusiness & Channel Strategy Professionals

Report:2012 US Credit Card Secure Website Rankings

Discover Financial Services Takes The Top Spot With Robust Functionality And Strong User Experience

Despite the rapid rise of mobile and tablet banking, secure websites remain the No. 1 digital touchpoint for credit cardholders interacting with their providers. Before eBusiness professionals at...

• Downloads: 300
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For eBusiness & Channel Strategy Professionals

Report:2013 Global Mobile Banking Functionality Rankings

Benchmarks: The Mobile Banking Strategy Playbook

We used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking offerings of 15 retail banks in in North America, Western Europe, and Australia across more than...

• Downloads: 280

For eBusiness & Channel Strategy Professionals

Tool:Website User Experience And Functionality Benchmark

For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Healthcare Survey, Q1 2013 (US)

Forrester conducted an online survey fielded in February 2013 of 4,504 US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 4,504), there is 95% confidence...

For Marketing Leadership Professionals

Report:The Splinternet Engagement Index

Analyzing Your Customers' Engagement Across Touchpoints

The splinternet — the fragmented world of incompatible web, social, video, and mobile touchpoints — is where your customers live now. They want to reach you in more touchpoints, but you...

• Downloads: 625

For eBusiness & Channel Strategy Professionals

Report:Tech Opportunities In The North American Insurance Industry

Emerging Technologies Spur New Insurer Thinking And New Vendor Applications

North American insurers are reorienting from business as usual, where actuaries and underwriter drive product creation and sales, to a "business-as-unusual" model in which insurers sell a customer...

• Downloads: 806

For eBusiness & Channel Strategy Professionals

Report:The Business Case For Personal Financial Management

Personal Financial Management Offers A Wide Range Of Benefits

Many financial services eBusiness executives are considering investing in money management tools for their customers, but they struggle with the business case. To help eBusiness executives build the...

• Downloads: 419
• Comments: 2
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For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Financial Services Affluent Survey 2013

Forrester conducted an online survey fielded in January 2013 of 1,051 affluent US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 1,051), there is 95%...

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: 253
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For CIO Professionals

Report:Smart Computing Connects CIOs With The Business

Sensors, Machine-To-Machine, Analytics, And Collaboration Help CIOs Solve Business Problems

It is no surprise that CIOs have shown keen interest in cloud computing, since its variations can help reduce IT's capital and operating costs and speed up delivery of projects. But many CIOs are...

• Downloads: 709
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For eBusiness & Channel Strategy Professionals

Survey:Latin American Technographics® Online Survey, Q4 2011 (Mexico, Brazil, Argentina)

Forrester conducted an online survey fielded in November 2011 of 5,998 individuals ages 16 to 75 in top urban cities/states of Mexico and Brazil and top urban cities/provinces of Argentina. In...

For eBusiness & Channel Strategy Professionals

Report:Starting Your eCommerce Business In China

Identifying The Right Option For Your B2C eCommerce Business

China has become the leading emerging market for many Western brands and retailers. Attractive due to the scale and growth of the retail market, many companies view China as both a near-term...

• Downloads: 457
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