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...

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For eBusiness & Channel Strategy Professionals

Report:Must-Have eCommerce Features

Road Map: The Retail eCommerce Playbook

Companies often struggle with how to prioritize the countless issues that populate eCommerce to-do lists. This chapter of the retail eCommerce playbook is a prescriptive look at the industry...

• Downloads: 782
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For eBusiness & Channel Strategy Professionals

Report:Best Practices In Mobile Banking

Processes: The Mobile Banking Strategy Playbook

The critical question for many digital banking teams after they build mobile banking is how to encourage customer adoption and use. Forrester spoke to eBusiness executives at banks about the current...

• Downloads: 595

For eBusiness & Channel Strategy Professionals

Report:2012 US Bank Secure Website Rankings

Citi Moves To The Top With Added Functionality And A New Look

Digital banking teams want to know where they stack up against competitors when it comes to their secure websites and other digital features — everything from mobile functionality to customer...

• Downloads: 251
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For eBusiness & Channel Strategy Professionals

Report:2012 Canadian Bank Secure Website Rankings

Firms Continue To Enhance Core Functionality But Lack New Digital Banking Features

This report details how the secure websites of the six largest retail banks in Canada stack up against each other across six categories and 66 individual criteria measuring the banks' online...

• Downloads: 128

For eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark 2012: US Online Grocers

Forrester Applies Its Website Functionality Benchmark To The Sites Of Four US Online Grocery Stores

Forrester evaluated the grocery websites of the four most frequently used online grocers based on Forrester Consumer Technographics® data — AmazonFresh, FreshDirect, Peapod, and Safeway...

• Downloads: 323
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For eBusiness & Channel Strategy Professionals

Report:How To Obtain Actionable Customer Service Satisfaction Metrics

Tactics That Can Help eBusiness Leaders Boost Sales And Loyalty

Forrester's Customer Experience Index has clearly demonstrated the strong relationship between customer experience and loyalty. At eBusiness organizations, customer service is a critical component of...

• Downloads: 381
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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: 339

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: 367
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