Forrester

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:The Digitization Of The In-Store Experience

Mobile Devices And Interactive Displays Are Redefining The In-Store Experience For Sales Associates And Customers Alike

Retailers are ditching the term multichannel. Instead, in the era of agile commerce, they talk about delivering a "buy anywhere, fulfill anywhere" experience to their customers. In pursuit of this...

• Downloads: 2109
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For eBusiness & Channel Strategy Professionals

Report:Trends 2012: European Retail Banking eBusiness And Channel Strategy

Put Digital Touchpoints At The Heart Of Your Multichannel Strategy

In this research, we explore what the state of the economy, new regulations, competition, and changing customer behavior mean for the priorities of eBusiness and channel strategy executives at...

• Downloads: 966
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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: 386
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For eBusiness & Channel Strategy Professionals

Report:European Online Retail: Five Trends To Watch In 2013

European eBusiness Executives Must Embrace A Multi-Touchpoint Reality

European retail eBusiness executives face a time of unprecedented change. The range of touchpoints that customers use to discover, explore, buy, and re-engage with brands is growing by the day. New...

• Downloads: 348

For eBusiness & Channel Strategy Professionals

Report:How US Consumers Shop On Mobile Devices

Consumers Use Mobile Phones Primarily For In-Store Product Research

Sales remain small on mobile devices, and online retailers are taking a cautious approach to investment in mobile services — for now. In this report, we discuss the size of the US mobile retail...

• Downloads: 225

For eBusiness & Channel Strategy Professionals

Report:Why Tablets Like The iPad Matter To Financial Services eBusiness Executives

Tablets Will Transform Face-To-Face Client Interactions

Tablets enable financial services eBusiness executives to develop services that are fast, rich, collaborative, portable, and cool. Because of these unique characteristics, we expect tablets to have a...

• Downloads: 935