Forrester

For CIO Professionals

Report:Smart Process Applications Fill A Big Business Gap

They Will Grow Twice As Fast As The Enterprise Application Market

Smart process apps are a new category of application software designed to support business activities that are people-intensive, highly variable, loosely structured, and subject to frequent change....

• Downloads: 641
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For CIO Professionals

Report:The Process-Driven Business Of 2020

Why And How To Shift From Incremental Improvement To Transformation

Business executives expect the CIO to help continuously improve processes by implementing major software suites, developing new apps, or enhancing existing processes. Spurred by the great recession,...

• Downloads: 1776
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For Application Development & Delivery Professionals

Report:Case Study: Sybron Dental Tackles Sales Productivity Improvement With Mobile CRM

How do you leverage a treasure trove of end customer data when it suddenly comes available? Sybron Dental, a dental supplies company, faced this scenario when it struck a deal with its distributors...

• Downloads: 192

For Customer Experience Professionals

Report:Want Loyalty? Improve Your Call Center Customer Experience

Call Center Satisfaction Ties To Loyalty Across 11 Industries

Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly with...

• Downloads: 829

For Customer Experience Professionals

Report:Call Center Experiences Leave Consumers On Hold For Something Better

Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries

Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news? The...

• Downloads: 668
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For Customer Experience Professionals

Report:Why Your Call Center Needs User-Centered Design

How Focusing On Callers And Agents Can Drive Business Results

Today, user-centered design isn't widely used to improve call center interactions. That needs to change. When applied in the call center, the core activities of a user-centered design process —...

• Downloads: 764

For Enterprise Architecture Professionals

Report:Industry-Specific Master Data Management Trends

This set of data charts, taken from the November 2010 Global master Data Management Online Survey, analyzes data from 134 MDM-savvy IT professionals in five distinct industries-- healthcare; the...

• Downloads: 84

For Customer Experience Professionals

Report:Case Study: Regence Uses Chat To Boost Customer Satisfaction

What Customer Experience Professionals At Other Firms Can Learn

Health insurers need to improve customer experience to gain customers' trust and boost engagement. While most insurers focus on self-service in isolation, Regence BlueCross BlueShield decided to...

• Downloads: 471

For Customer Experience Professionals

Report:Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up. This...

• Downloads: 285

For Infrastructure & Operations Professionals

Report:Real-Time Analytics For Contact Centers

Do You Know What Your Customers Are Thinking?

Although contact centers and customer support managers collect data on their agents' performance, too little information is known about what their customers are experiencing during an interaction....

• Downloads: 1319

For Application Development & Delivery Professionals

Report:Adding Social Media To Customer Service Initiatives Can Break Down Barriers To Change

According to Forrester data, 91% of executives say that customer experiences are critical or very important to their businesses, nearly 5,000 consumers prefer better customer experiences over lower...

• Downloads: 1344

For Customer Experience Professionals

Report:Rating Customer Service Experiences, 2010

Consumers Evaluate Customer Service At 92 Companies

Forrester asked more than 4,600 US consumers about their customer service experiences with companies across 14 industries. Barnes & Noble and Kohl's received the highest rating, while Charter...

• Downloads: 818

For Customer Experience Professionals

Report:Consumers Expect Poor Service Experiences

Customer Service Expectations Across 10 Industries And Five Generations

Most customers say they prioritize service over price when choosing to do business with a company. But consumers expect a poor experience when trying to resolve a customer service issue. Expectations...

• Downloads: 643

For Customer Experience Professionals

Report:Who Wants Low Prices Or Good Customer Service?

Examining Four Segments Of Consumers Across 12 Industries

In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of...

• Downloads: 608

For CIO Professionals

Report:Inside The End User's Mind: India IT Services Demand-Side Analysis

This report provides a comprehensive background of the India IT services market dynamics from the end user perspective in order to enable vendor strategists to address market opportunities more...

• Downloads: 9

For eBusiness & Channel Strategy Professionals

Report:Using Channel Satisfaction Data To Build The Business Case For eBusiness

Forrester recently released a report showing the results of a survey of more than 4,500 US consumers and their level of satisfaction with Web, phone, and in-person interactions across 12 different...

• Downloads: 920

For Customer Experience Professionals

Report:Customer Service Trumps Price

US Consumers Pick Good Customer Service Over Low Prices In 12 Industries

Forrester asked nearly 4,600 consumers how they choose the companies they do business with. Across all 12 industries we examined, good customer service was more important than low prices; the largest...

• Downloads: 662

For Customer Experience Professionals

Report:The State Of Customer Experience, 2009

Customer Experience Management Enters Into Adolescence

Executives have been saying for awhile that customer experience is important. Only recently, however, have many of them begun to understand its direct link with loyalty. As a result, companies are...

• Downloads: 1900

For Customer Experience Professionals

Report:The Experiences That Satisfy Consumers, 2009

US Consumers Rate Firms' Web, Phone, And In-Person Interactions

How well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12...

• Downloads: 1314

For Customer Experience Professionals

Report:Customer Experience And Loyalty: A Closer Look

Impact Of Usefulness, Ease Of Use, And Enjoyability Differs Across Industries

Forrester examined the correlation between customer experience and loyalty across 12 industries: airlines, banks, cell phone service providers, credit card providers, hotels, insurance firms,...

• Downloads: 1338

For Customer Experience Professionals

Report:Customer Experience Correlates To Loyalty

Customer Experience Is Even More Correlated To Loyalty Than Last Year

Using data from nearly 4,700 consumer surveys, Forrester examined the correlation between the customer experiences delivered by more than 100 US firms and the loyalty of their customers. Our analysis...

• Downloads: 1580

For Customer Experience Professionals

Report:Where To Find Help With Automated Calling For Healthcare

Eliza, Silverlink, Varolii, Vocantas, And Warm Health Report Healthcare Program Expertise

As healthcare companies get more focused on preventive care and proactive communication, they need messaging platforms that can provide flexible, compelling experiences to a diverse range of...

• Downloads: 476

For CIO Professionals

Report:Mobile Application Evaluations And Pilots By Industry

An industry comparison of eight types of mobile applications currently being evaluated or piloted by firms. See what's hot and what's not, and which industries may be poised to take the lead in...

• Downloads: 4

For CIO Professionals

Report:Ride The Innovation Wave With Your Customers

Networking Vendors Will Embrace Customer-Driven Innovation To Thrive

Networking vendors are starting to engage customers by co-founding joint ventures. Tech vendors can co-innovate with their corporate clients in a joint venture, thereby differentiating themselves in...

• Downloads: 239

For Customer Experience Professionals

Report:Customer Relationship Snapshot: Health Plans

How Relationships Differ Across Generations Of US Consumers

Forrester asked nearly 5,000 US consumers about many aspects of their relationships with health plans. We examined their feedback on overall customer experience; their satisfaction with Web, branch,...

• Downloads: 442