Forrester

For Customer Experience Professionals

Report:How Does Social Media Contribute To Customer Experience? Let Us Count The Ways

It's Time To Document Best Practices For Social Media And Customer Experience

Social media already plays a role at each step of customers' complex journeys to discover, evaluate, buy, access, use, and get support for products and services. Customer experience professionals...

• Downloads: 1848

For Customer Experience Professionals

Report:Online Experience: A Global Comparison

The State Of The Web In The US, Japan, And Europe

Forrester's 2007 reviews of Web sites in Japan, Europe, and the US show a vast majority of sites in all regions to be deeply flawed. On average, US sites offer better customer experience than their...

• Downloads: 868

For Customer Experience Professionals

Report:The Forrester Wave™: UK Interactive Agencies — Web Design Capabilities, Q1 2010

Detica And Sapient Interactive Lead With AKQA Closely Following

In Forrester's evaluation of the Web design capabilities of nine leading UK interactive marketing agencies across 19 criteria, we found that Detica and Sapient Interactive led the pack for...

• Downloads: 791
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For Customer Experience Professionals

Report:Customer Journey Mapping: What Is It For?

Five Firms Describe How Customer Journey Mapping Helps Them

Forrester clients tell us that they're eager to use customer journey maps because they see the documents as ideal tools to analyze and communicate their customers' perspectives on the interactions...

• Downloads: 1015
• Comments: 1
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For Customer Experience Professionals

Report:Executive Q&A: Design Personas And Customer Journey Maps

Design personas and customer journey maps are valuable tools that support companies' tactical design decisions and the high-level strategic goal of progressing toward Experience-Based...

• Downloads: 946

For Customer Experience Professionals

Report:Thirteen Obstacles To Persona Success

Early adopters in Japan have started to use design personas across a range of applications including product design, marketing communications, HR strategy, and Web site design. To understand the...

• Downloads: 712

For Customer Experience Professionals

Report:BBVA Makes Online Banking Customized, Aggregated, Relevant, And Social

CARS Improves Customer Experience And Supports The Bank's Growth Strategy

Forrester has predicted that the next generation of online experiences will be customized, aggregated, relevant, and social (CARS). We can already see early examples of companies that are...

• Downloads: 883

For Customer Experience Professionals

Report:Customer Experience Best Practices From 2008 Finance And Consumer Marketing Forums EMEA

In November 2008, Forrester held concurrent forums in London for consumer marketing and financial services professionals. Leading companies and their design agencies offered insight into their best...

• Downloads: 649

For Customer Experience Professionals

Report:How To Get Value From Customer Journey Maps

Companies Share Best Practices For Using Journey Maps Effectively

This report describes best practices for using journey maps to drive improvements in customer experience. Customer journey maps are foundational tools that support companies' efforts to improve...

• Downloads: 838
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Report:The State Of Asia Pacific Enterprise Technology Adoption: 2008¿

How are businesses in the Asia Pacific (APAC) region adopting technologies in the software, hardware, networks, and services categories, and what do they plan to do with IT budgets in the next 12...

• Downloads: 682

For Customer Experience Professionals

Report:The State Of The Art Of Personas

Personas Have Evolved To Support Differentiated Customer Experience Design In The Age Of The Customer

Personas offer a proven solution for a common design challenge: Keeping the end user in mind during all phases of design, development, and testing. Recently, shortsighted firms have wrongly dismissed...

• Downloads: 765
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For Customer Experience Professionals

Report:Customer Experience Imperatives For A Fragile Recovery

As firms emerge from the recession, budgets for customer experience are growing, but pressure remains to deliver quick, measurable returns. Chief customer experience officers (CC/EOs) must get...

• Downloads: 605

For Customer Experience Professionals

Report:How Japanese Consumers Use The Mobile Internet

The mobile phone market in Japan is saturated: 96% of online consumers already own mobile phones, many of which offer Internet access and advanced capabilities. Although both men and women are avid...

• Downloads: 617

For Customer Experience Professionals

Report:Assumption Personas Help Overcome Hurdles To Using Research-Based Design Personas

Forrester recommends that customer experience professionals use personas founded in ethnographic research to guide the design of products, channels, and messages. However, some organizations struggle...

• Downloads: 618

For Customer Experience Professionals

Report:Interactive Design Agency Overview, 2012

Tools And Technology: The Digital Customer Experience Improvement Playbook

Selecting the right interactive design vendor is a complex and stressful task. The splinternet — an explosion of digital touchpoints across an array of proprietary platforms — makes that...

• Downloads: 632
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For Customer Experience Professionals

Report:Customer Experience Professionals: Break Through Persona Obstacles Now

Introduce Personas With Clear Purposes And Embed Them In Processes

Despite ample evidence of the value that personas contribute to user experience design and related business results, some firms still struggle to use them to the greatest effect. At the root of many...

• Downloads: 605

For Customer Experience Professionals

Report:Demand Better Processes From Your Interactive Agencies

Design Firms Need Disciplined Approaches To Improve Online Experiences

Forrester's evaluations of Web sites and design personas created by the leading interactive agencies in North America and the UK show that agencies struggle to consistently create digital experiences...

• Downloads: 528

For Customer Experience Professionals

Report:Design Persona Best Practices From Japan

Examining How Four Organizations Successfully Use Design Personas

Forrester decided to highlight four successful design persona initiatives within Japanese organizations that we found during our research. Hakubaku used personas to engage moms with its Web site....

• Downloads: 410

For Customer Experience Professionals

Report:Executive Q&A: Design Personas In 2011

Design personas have become widely used tools for design teams, but the state of persona adoption is uneven. While some companies are still novices, others are seeking ways to optimize their use of...

• Downloads: 530

For Customer Experience Professionals

Report:Customer Experience Takeaways From Forrester's Marketing Forum EMEA 2009

At Forrester's November 2009 forum for European marketing professionals, speakers presented the best practices for using customer experience improvements to compete more effectively during the...

• Downloads: 464

For Customer Experience Professionals

Report:Persona Best Practices Of UK Interactive Agencies

Forrester Applies Its Evaluation Methodology To Personas Provided By Nine UK Interactive Agencies

Forrester applied its persona evaluation criteria to reference personas provided by nine interactive agencies in the UK for the recent Forrester Wave™. Most of the personas showed some room for...

• Downloads: 510

For Customer Experience Professionals

Report:Mothercare Uses Knowledge Management To Unify Customer Experience Across Touchpoints

Specialty retailer, Mothercare Group, worked with self-service vendor, Transversal, to improve knowledge management across its three key touchpoints — the Web, call centers, and retail stores....

• Downloads: 455

For Customer Experience Professionals

Report:Personas Require Regular Updates

Ensure Personas Accurately Reflect Customers' New Behaviors And Technologies

Personas are ideal tools to guide the design of products, channels, and messaging, but companies are concerned that they fail to keep track of evolving behaviors. Although customers' psychographics...

• Downloads: 444

For Customer Experience Professionals

Report:Japanese Companies Put Mobile Phones At The Center Of Multichannel Experiences

The mobile phone is an essential part of Japanese consumers' lives that goes beyond voice and email capabilities. Japanese companies drive traffic to phones from offline media and PC Web sites,...

• Downloads: 393

For Customer Experience Professionals

Report:Web Design Best Practices From UK Interactive Agencies

Forrester applied its Web Site User Experience Review methodology to 18 sites provided by nine interactive agencies in the UK. While agencies struggled with usability, a number of best practices...

• Downloads: 397