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: 330
• Rating:

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: 340

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: 341
• Rating:

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
• Rating:

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
• Rating:

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
• Rating: