Forrester

For eBusiness & Channel Strategy Professionals

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

Forrester conducted a face-to-face survey fielded from May to July 2012 of 6,109 individuals ages 16 to 75 in the top urban cities in Brazil (including São Paulo, Rio de Janeiro, Recife, Porto...

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 Marketing Leadership Professionals

Report:Four Steps To Tackle The Shift To The Customer Life Cycle

Forrester believes that chief marketing officers (CMOs) must abandon the century-old marketing/sales funnel and embrace the customer life cycle in order to better manage their customers' interaction...

• Downloads: 659
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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 Enterprise Architecture Professionals

Report:Information Architecture Planning Toolkit

As business executives develop an appreciation for the potential value in their information assets, they're looking to architects to help them dramatically improve their information management and...

• Downloads: 27
• Comments: 2

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: 370

For Application Development & Delivery Professionals

Report:TechRadar™ For AD&D Pros: The Extended CRM Technology Ecosystem, Q1 2013

Landscape: The CRM Playbook

Locking in customer loyalty through deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead, but navigating the...

• Downloads: 443
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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 eBusiness & Channel Strategy Professionals

Report:Market Overview: Subscription And Recurring Billing Solutions 2012

Few industries are immune from the digitization of experiences, content, services, and products. In this era of cloud computing and consumer mobile devices, today's digital products have evolved from...

• Downloads: 355
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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: 856

For Marketing Leadership Professionals

Report:Emerging Markets Overview: Russia

A Global Consumer Technographics® Report

Based on sheer geographical size, Russia is the largest country in the world. It spans nine time zones, represents a diverse ethnic population, and is on track to be one of the five largest economies...

• Downloads: 13

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:Case Study: Hapoalim Injects A Human Touch Into Digital Banking

Multichannel Integration Uncovers New Opportunities

Bank Hapoalim observed a shift in expectations and interactions within a high-value segment of customers with a direct channel preference. To meet those customers' needs, Bank Hapoalim developed a...

• Downloads: 368
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For Enterprise Architecture Professionals

Report:Updated 2012: Case Study: Archstone, Drowning In Paper, Surfaces With A High-Impact BPM Solution

In 2009, Archstone, a leading real estate provider, used a business process management (BPM) suite from Appian to streamline manual processes and eliminate paper forms so the front-line associates...

• Downloads: 290

For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Benchmark Survey, Q3 2012 (US, Canada)

Forrester conducted a mail survey fielded from April to June 2012 of 12,181 US and Canadian households and individuals ages 18 and older. For results based on randomly chosen samples of these sizes...

For eBusiness & Channel Strategy Professionals

Report:Forrester Research Mobile Banking Forecast, 2012 To 2017 (US)

ForecastView Spreadsheet

Adoption of mobile banking by individual mobile users. The forecast segments the addressable market and reports for mobile bankers by generation (age), phone type, access type (SMS, mobile site,...

• Downloads: 4

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: 782
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For eBusiness & Channel Strategy Professionals

Report:Building A World-Class Mobile Banking Strategy

Executive Overview: The Mobile Banking Strategy Playbook

Mobile banking is the most important strategic change in retail banking in more than a decade. Yet too many banks have taken a haphazard approach to mobile strategy, rolling out apps and features...

• Downloads: 424

For CIO Professionals

Report:Process-Driven Transformation Will Depend On Stronger Business-IT Partnerships

How IT Will Forge Lasting Relationships With Process Owners And Process Teams

Business process transformation requires an unprecedented level of collaboration among business owners, process teams, and IT, three groups not accustomed to working together. IT usually limits...

• Downloads: 466

For eBusiness & Channel Strategy Professionals

Report:Three Disruptive Payment Trends In 2013

Greater Customer Value And Shifting Economics Will Shape The Future Of Payments In The US

As we charge forward into 2013, the consumer payments industry will experience heightened competition and new challenges to the status quo. There are many forces reshaping the world of payments. This...

• Downloads: 473
• Comments: 2
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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: 380
• Comments: 1
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For Marketing Leadership Professionals

Report:"Smart Body, Smart World" For Marketers

Sensor Devices Disrupt Marketing Practices

Your customers are becoming even more connected. Sensor-laden devices on our bodies, in our homes, in our cars, and virtually everywhere else are creating new opportunities and demands for marketers....

• Downloads: 258
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For Application Development & Delivery Professionals

Report:Service Providers For Banking Platform Transformation

Being A Systems Integrator Is No Longer Enough

Many banks struggle to find the right systems integrator (SI) or service partner to support their banking platform transformation initiative. Forrester talked with six vendors providing...

• Downloads: 389
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