Forrester

For Marketing Leadership Professionals

Report:2011 US Mobile Marketing Predictions

After a record year for mobile marketing spend and success, mobile has finally arrived as a legitimate marketing medium. In 2011, Forrester predicts that marketers will take the training wheels off...

• Downloads: 1535

For Customer Experience Professionals

Report:The Chief Customer Officer's First 90 Days

Increasingly, companies appoint a chief customer officer (CCO) to lead the company in orchestrating a differentiated customer experience. But these senior executives must often navigate uncharted...

• Downloads: 801

For Customer Experience Professionals

Report:Scorecard: Mobile Web Site User Experience Review 2.0

This is the working scorecard for Forrester's Mobile Web Site User Experience Review, version 2.0.

• Downloads: 28

For eBusiness & Channel Strategy Professionals

Report:2D Bar Codes: Emerging Role In Sales

An Empowered Report: 2D Bar Codes: Learn Why There's No Urgency

2D bar codes have captured the attention of eBusiness professionals in many industries who are looking to bridge the gap between online and offline media. The stakes are high. Those who execute well...

• Downloads: 232

For Marketing Leadership Professionals

Report:Best Practices For Tablet Media Apps

Leverage These Business Models And Features For Media App Success

Product strategists launching media applications on tablets have an opportunity to launch new products on these devices and enter a new era of media consumption. The tablet is a unique device with...

• Downloads: 934

For Application Development & Delivery Professionals

Report:Web Content Management Is Alive And Well in 2011 Thanks To Online Customer Experience

Findings From Forrester's Q1 2011 Web Content Management Survey

Forrester recently surveyed 260 content and collaboration (C&C) professionals with decision-making roles in web content management (WCM) about their WCM strategies for the coming year. Enterprises...

• Downloads: 1090

For Application Development & Delivery Professionals

Report:TechRadar™ For Business Process Professionals: Contact Center Solutions, Q3 2011

Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

• Downloads: 783

For eBusiness & Channel Strategy Professionals

Report:Case Study: Zions Bank Lowers Attrition Through Multichannel Onboarding

A Multitouch, Multichannel Approach Proves Successful

Customer retention is top of mind for eBusiness professionals at financial services firms, as are customer experience and engagement. An increasingly important strategy to achieve all these goals is...

• Downloads: 428
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For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2011: How Customers Rate European Banks

In the midst of the recession and ongoing sovereign debt crisis, only 29% of Europeans believe their bank acts in their best interest. However, some banks rank much higher than others in our customer...

• Downloads: 258
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For Customer Experience Professionals

Report:Tablet Apps And The Future Of Digital Customer Experience

Tablet applications offer a new way for customers to interact with brands, providing sustained engagement and bridging the capability-mobility gap between websites and smartphone applications. In the...

• Downloads: 1156

For CMO Professionals

Report:The Evolved CMO In 2012

CMOs Must Take A More Active Role In Business And Technology Strategy

Forrester Research and Heidrick & Struggles recently conducted a global survey of nearly 200 chief marketing officers (CMOs). In this report, you will find out how these CMOs view their relationship...

• Downloads: 601
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For eBusiness & Channel Strategy Professionals

Report:Online Retailing In Australia 2011: Marketing, Merchandising, And Customer Service

Despite the momentum in Australian online retail, the sector is still quite focused on the basics of customer engagement. When it comes to marketing, this means online retailers don't just prioritize...

• Downloads: 260

For Application Development & Delivery Professionals

Report:Capitalize On The Digital Experience Imperative With Better Governance

Processes: The Digital Experience Delivery Playbook

Organizations still struggle to get the right content to the right consumers at the right time. Outdated technologies, policies, and procedures mean that IT can't keep pace with the business' demands...

• Downloads: 232

For Application Development & Delivery Professionals

Report:Implement Effective Customer Service Metrics

Benchmarks: The Contact Centers For Customer Service Playbook

This report outlines the method for defining metrics as part Forrester's solution for application development and delivery (AD&D) executives looking to implement customer service metrics. This report...

• Downloads: 561
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For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2012: How Customers Rate US Banks, Investment Firms, And Insurers

Our research shows that a key driver of deeper customer relationships among financial services consumers is a trait we call "customer advocacy" — the perception on the part of customers that a...

• Downloads: 597

For eBusiness & Channel Strategy Professionals

Report:Case Study: Wells Fargo Proves The Business Case For Online Chat

Wells Fargo's Second Attempt At Online Chat Finds Incremental Success

Wells Fargo was a pioneer in the use of online chat in 2002. While that initial move into live help met with mixed results, the desire on the team's part to inject human assistance into the process...

• Downloads: 942

For eBusiness & Channel Strategy Professionals

Report:CI Professionals: The Future Of Mobile Is Context

Customer Intelligence Professionals Need Mobile Analytic Tactics

Consumers will adopt and use convenient services and products. On mobile phones, this means services that offer immediacy and simplicity through a highly contextual experience. Context — the...

• Downloads: 675

For Sourcing & Vendor Management Professionals

Report:Market Overview: Mobility Services

Fast-Growing Market Gives Buyers Lots Of Choices But Also Tradeoffs

The emerging mobility services market creates choices for buyers. Leading organizations are scrambling to create mobile experiences for employees, partners, and customers — both applications...

• Downloads: 1816
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For Customer Experience Professionals

Report:Top Ways To Combat Survey Fatigue

Customer experience professionals depend on surveys for their voice of the customer (VoC) and customer experience (CX) measurement programs. But with so many surveys coming at each individual...

• Downloads: 267

For CIO Professionals

Report:Smart City Leaders Need Better Governance Tools

Smart City Governance Brings New Opportunities For Tech Providers

Interest in smart cities has taken off like wildfire. Cities of all sizes navigate the challenge — growing demand for new constituent services within increasingly constrained budgets —...

• Downloads: 664
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For Application Development & Delivery Professionals

Report:Creating Your Transformation Strategy For Digital Experience Delivery

Strategic Plan: The Digital Experience Delivery Playbook

Digital customer experience is the next big opportunity for application development and delivery (AD&D) professionals. Business leaders responsible for marketing, sales, and support need advice and...

• Downloads: 391
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For Application Development & Delivery Professionals

Report:Digital Experience Strategy: Follow These Three Mega Rules To Beat The Competition In 2012

Application Development Professionals Must Become Experience Creators

Ultimately, customers don't judge you based on how well you gather business requirements, choose development technologies, manage projects, or march through the development process — they judge...

• Downloads: 870

For eBusiness & Channel Strategy Professionals

Report:The Time Is Right To Start Experimenting With Mobile Banking For Marketing And Sales

With mobile banking gradually starting to displace online banking for the most frequent interactions like balance checks and simple transfers, the time is right for eBusiness executives to start...

• Downloads: 658

For Customer Experience Professionals

Report:How B2B Firms Improve Customer And Partner Experience

Business-to-business (B2B) firms have largely ignored customer experience — and it shows. Three separate studies that Forrester Research conducted over the past year indicate that B2B customers...

• Downloads: 848
• Comments: 2
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For eBusiness & Channel Strategy Professionals

Report:The State Of Mobile Commerce In Europe

Mobile Commerce Is Still Nascent And Shows A Small But Growing Market Opportunity

European mobile commerce is still at an early stage. Digital content is still the primary product purchased via mobile devices, but consumers show growing interest in using their mobile phone for all...

• Downloads: 997