Forrester

For eBusiness & Channel Strategy Professionals

Report:Understand Communication Channel Needs To Craft Your Customer Service Strategy

Consumers' preferences for customer service channels are rapidly changing. And it's not just the younger generation of consumers — there's disruption and change across all ages and...

• Downloads: 339
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For eBusiness & Channel Strategy Professionals

Report:Collaborative Advice

Using Digital Touchpoints To Enhance Advisor-Client Relationships

In the past, financial advisors and agents typically didn't involve clients in the advice generation process. They worked their magic behind the scenes and then presented clients with the final...

• Downloads: 342

For eBusiness & Channel Strategy Professionals

Report:Evaluating The Potential For Mobile Chat To Drive eBusiness Goals

In the early years of the Internet, online customer service involved the marketing departments writing content for a handful of online FAQs and including a telephone number in the "contact us"...

• Downloads: 343
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For eBusiness & Channel Strategy Professionals

Report:Taking Social Support To The Next Level

How A Deeper Relationship With Marketing Can Elevate Social Support

Many eBusinesses experimented with social support over the past two years. Today, forward-thinking eBusiness leaders recognize that social support represents a fundamental shift in how leading...

• Downloads: 699
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For eBusiness & Channel Strategy Professionals

Report:Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy

Online consumers' preferences for online customer service channels are evolving. More online consumers have adopted online self-service in the past two years; it has also disappointed more consumers....

• Downloads: 738
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For eBusiness & Channel Strategy Professionals

Report:How Italian Banking Customers Use Different Channels, 2011

The use of digital banking channels has grown rapidly in Italy, which has the highest mobile banking adoption in Europe — while the growth of branch use has come to a halt. Channel strategy...

• Downloads: 312
• Comments: 1
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For eBusiness & Channel Strategy Professionals

Report:How Spanish Banking Customers Use Different Channels, 2011

Spanish banks have been at the forefront of banking innovation in Europe, yet customer behavior in Spain has been slow to change. Spanish customers are more likely than customers almost anywhere in...

• Downloads: 360
• Comments: 1

For eBusiness & Channel Strategy Professionals

Report:How German Banking Customers Use Different Channels, 2011

In Germany, as many consumers now bank online as in the branch. Younger, better-educated customers with higher incomes are migrating to the Internet and the mobile channel. While the Web is becoming...

• Downloads: 430
• Comments: 1
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For eBusiness & Channel Strategy Professionals

Report:Best Practices In Multichannel Financial Services Sales

Take An Agile Approach To Support Customers Across Multiple Touchpoints

The rapid development of customer touchpoints, increasing customer expectations, and the pressure for success in the competitive market forces eBusiness and channel strategy executives at financial...

• Downloads: 1712

For eBusiness & Channel Strategy Professionals

Report:The Multi-Touchpoint, Agile Commerce Consumer

How Consumers Research, Buy, And Get Service, 2011

In their transition to agile commerce, companies must understand how consumers are interacting and using multiple touchpoints to research, transact, and get service. Customers no longer stick to...

• Downloads: 956

For eBusiness & Channel Strategy Professionals

Report:Elevate Chat From OK To Outstanding By Reinventing The Contact Center Culture

Reinvent Your Call Center Culture To Create Amazing Customer Experiences

Most chat experiences are fine. When well implemented, wait times are short and answers are quick and relevant. However, chat has an opportunity to go far beyond having a live person extract...

• Downloads: 524

For eBusiness & Channel Strategy Professionals

Report:Next-Generation Digital Financial Services

Make It Simple, Ubiquitous, Personal, Empowering, And Reassuring

Rising customer expectations and an increasingly dynamic retail financial services market are making many financial firms' websites seem increasingly outdated. While most eBusiness executives want to...

• Downloads: 3256
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For eBusiness & Channel Strategy Professionals

Report:Essentials To Planning A Successful Support Community

eBusiness professionals who are preparing to launch a support community frequently come to a stark realization: A support community is a complex undertaking. Forrester has spoken with B2B and B2C...

• Downloads: 436

For eBusiness & Channel Strategy Professionals

Report:How Canadian Insurance Customers Use Different Channels

Canadians still use the phone as their primary channel for insurance. In fact, the phone was the only channel used by a majority of online Canadian insurance customers in the past year, while fewer...

• Downloads: 546

For eBusiness & Channel Strategy Professionals

Report:Making Proactive Chat Work

Maximizing Sales And Service Requires Ongoing Refinement

Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an...

• Downloads: 881

For eBusiness & Channel Strategy Professionals

Report:How To Create A Social Customer Service Strategy

Applying The POST Methodology To Online Customer Service

Social customer service can provide support to customers before, during, or after their purchases. While customer adoption of social customer service is nascent, satisfaction levels are high....

• Downloads: 1837

For eBusiness & Channel Strategy Professionals

Report:Trends 2010: European Retail eBusiness And Channel Strategy

Online Commerce Will Remain Resilient During The Coming Quarters

While the major markets in Western Europe are still emerging from the impact of the financial crisis, the Internet channel continues to gain awareness and traction among consumers. Retail eBusiness...

• Downloads: 1288

For eBusiness & Channel Strategy Professionals

Report:Developing An Online Customer Service Strategy

Developing cohesive online customer service has never been more important. Expanding the role of online customer service can achieve multiple objectives including lifting brand favorability,...

• Downloads: 1126

For eBusiness & Channel Strategy Professionals

Report:Increasing Online Insurance Self-Service Adoption

Nine Tactics To Increase Adoption, Serve Customers, And Lower Costs

Insurance online self-service continues to gain momentum, but customer adoption remains low. We found that 55% of US online adults who own insurance have not visited their insurance provider's Web...

• Downloads: 1961

For eBusiness & Channel Strategy Professionals

Report:It's Time To Give Virtual Agents Another Look

Efficient online self-service is a critical component to the online purchase experience: 57% of US online consumers report that they are very likely to abandon an online purchase if they cannot find...

• Downloads: 521

For eBusiness & Channel Strategy Professionals

Report:European Banking Customers Continue Migrating Away From The Branch

Branches Are Losing Their Role As The Heart Of The Customer Relationship

The number of consumers visiting branches each month is falling slowly but steadily across Europe. Branch users tend to be lower-value customers who use branches mainly for day-to-day transactions...

• Downloads: 771

For eBusiness & Channel Strategy Professionals

Report:Technographics® Survey Highlights: US Insurance Channel Preferences

This highlight deck summarizes the key findings from Forrester’s North American Technographics® Investments And Insurance Online Survey, Q3 2009 (US).This deck covers channel preferences for...

• Downloads: 2

For eBusiness & Channel Strategy Professionals

Report:How UK Banking Customers Use Different Channels

The steady growth of online banking in the UK over the past decade is changing the way people use other banking channels. Half of UK adults still visit a branch each month, although the number of...

• Downloads: 793

For eBusiness & Channel Strategy Professionals

Report:The Reality Of Customer Service In Europe: How Europeans Use And Rate Service Channels

With 51% of European adults having sought company support in the past three months, customer service must be a key component of any company retention strategy. We found that Europeans favor...

• Downloads: 297

For eBusiness & Channel Strategy Professionals

Report:The Web Channel Has A Key Role In Cross-Selling Financial Products

Forrester has published a report to help financial service product executives understand and exploit opportunities to cross-sell existing customers into broader relationships. This report is also...

• Downloads: 614