Forrester

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

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: 386
• Comments: 1
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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: 597

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

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 Marketing Leadership Professionals

Survey:North American Technographics® Healthcare Online Survey, Q1 2012 (US)

Forrester conducted an online survey fielded in March 2012 of 4,518 US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 4,518), there is 95% confidence that...

For eBusiness & Channel Strategy Professionals

Report:Trends 2012: European Insurance eBusiness And Channel Strategy

Start Working On Your Digital Agenda Now!

Despite the fact that we are in the midst of a European crisis that could influence the insurance business dramatically, eBusiness and channel strategy executives in this region should be sensitive...

• Downloads: 712

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: 418
• Comments: 1

For eBusiness & Channel Strategy Professionals

Report:How French Banking Customers Use Different Channels, 2011

Banking channel use is changing in France as customers slowly turn away from traditional channels like branches and the telephone to use digital channels like Internet and mobile banking. Digital...

• Downloads: 337
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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 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 eBusiness & Channel Strategy Professionals

Report:Trends 2012: European Retail Banking eBusiness And Channel Strategy

Put Digital Touchpoints At The Heart Of Your Multichannel Strategy

In this research, we explore what the state of the economy, new regulations, competition, and changing customer behavior mean for the priorities of eBusiness and channel strategy executives at...

• Downloads: 965
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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: 2794
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For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Finance And Customer Experience Online Survey Q4 2012 (Canada)

Forrester conducted an online survey fielded in October 2012 of 5,612 Canadian individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 5,612), there is 95%...

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: 1311
• Comments: 7
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For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Financial Services Online Benchmark Recontact Survey, Q3 2012 (US)

Forrester conducted an online survey fielded in June 2012 of 11,413 US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 11,413), there is 95% confidence that...

For eBusiness & Channel Strategy Professionals

Survey:Asia Pacific Technographics® Online Benchmark Survey, Q3 2012 (Australia, China, Hong Kong, India, Japan, South Korea)

Forrester Research conducted an online survey in May 2012 of 7,047 consumers ages 18 and older in South Korea, Australia, Japan, metropolitan China (including Hong Kong, Beijing, Shanghai, Guangzhou,...

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:The State Of Mobile Insurance In 2013

Landscape: The Mobile Insurance Strategy Playbook

Insurance companies are rolling out a widening range of mobile insurance functionality for both consumers and agents. While there's substantial consumer interest in mobile insurance, actual use is...

• Downloads: 551
• 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

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 Customer Experience Professionals

Report:How Companies Improved Their CXi Scores, 2012

Forrester spoke to leaders at brands whose Customer Experience Index (CXi) scores went up appreciably in 2012. Our goal was to understand what drove those customer experience improvements. The...

• Downloads: 663
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For eBusiness & Channel Strategy Professionals

Report:How To Create A Site That Appeals To Affluent Investors

Use Importance And Quality Ratings To Prioritize Improvements To Your Site

Four out of five US online affluent investors visit their investment firms' websites at least a few times a year. What secure-site features do they value most? Account inquiry features —...

• Downloads: 459
• Comments: 1
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For eBusiness & Channel Strategy Professionals

Report:Trends In India's eCommerce Market

How Online Retail In India Is Evolving Differently From Other Major Markets

India's eCommerce market is at an early stage but is expected to see huge growth over the next four to five years. Over the past 12 months, venture capitalists have invested heavily in India's...

• Downloads: 477

For Customer Experience Professionals

Report:Banks And Retailers: You Cannot Price Your Way Out Of Bad Customer Experiences

Why Customer Experience Matters More To Loyalty Than Price

Have you ever wondered whether it makes more sense to invest in customer experience or in dropping your prices to improve customer loyalty? We tested the relationship between customers' perceptions...

• Downloads: 232
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