Forrester

For Customer Experience Professionals

Report:Executive Q&A: Customer Experience Measurement

To measure customer experience (CX), firms need a framework that tells them not only how good their customers' experiences are but also how to improve them and what benefits to expect from doing so....

• Downloads: 443
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For Customer Experience Professionals

Report:Better Customer Experience Correlates To Higher Net Promoter Scores

Credit Card Companies And Wireless Service Providers Benefit From Higher Net Promoter Scores Through Better Customer Experience

Net Promoter Score (NPS) is a wildly popular tool for assessing customers' likelihood to recommend a company's product or service. As valuable as NPS can be, by itself, the "one number you need to...

• Downloads: 550

For Customer Experience Professionals

Report:Websites That Don't Support Customers Waste Millions

Business Case: The Digital Customer Experience Improvement Playbook

This report is an update to "Web Sites That Don't Support Customers' Goals Waste Millions" originally published on February 17, 2010. To understand the effect of poor website usability, Forrester...

• Downloads: 1768
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For Customer Experience Professionals

Report:Better Customer Experience Correlates To Higher Net Promoter Scores For Banks And Retailers

Investments in customer experience improvements are likely to drive a higher Net Promoter Score (NPS). Forrester tested the strength of the correlation between customer experience quality — as...

• Downloads: 848

For Customer Experience Professionals

Report:Firms Struggle To Measure Customer Experience Across Channels

Technical And Organizational Silos Hinder Cross-Channel Tracking

Forrester recently surveyed decision-makers at 41 companies and found that their primary challenges when it comes to customer experience measurement relate to tracking experiences across channels....

• Downloads: 1010

For Customer Experience Professionals

Report:Make The Most Of Web Site Satisfaction Surveys

Go Beyond Measurement To Modeling And Diagnosis

Customer satisfaction surveys are popular, but overall satisfaction scores don't produce actionable insights. Firms need detailed data on specific factors that influence visitors' overall perception...

• Downloads: 822

For Customer Insights Professionals

Report:Q&A: Five Web Analytics Answers Direct Marketers Must Know

Web analytics data is one of the few pieces of customer data that direct marketers have not yet integrated into their customer databases. This is a missed opportunity for most direct marketers: Web...

• Downloads: 1025

For Customer Experience Professionals

Report:Omniture Delivers Powerful Web Analytics For Large Enterprises

The Forrester Wave™ Vendor Summary, Q3 2007

Omniture delivers a powerful Web analytics tool that can be tailored to meet almost any need, coupled with an experienced professional services team and the industry's most robust education program....

• Downloads: 418

For Customer Experience Professionals

Report:Unica Makes A Strong Entry Into The Web Analytics Race

Unica entered the Web analytics market with its purchase of Sane Solutions in March 2006. The move is part of the company's plan to build an Online Marketing Management platform as a complement to...

• Downloads: 228

For Customer Experience Professionals

Report:ClickTracks Offers Data Visualization And Basic Analysis At A Low Price

The Forrester Wave™ Vendor Summary, Q3 2007

ClickTracks is a small Web analytics vendor that offers basic reporting, strong data visualizations, and some analysis tools — especially visitor segmentation — at a low price. The...

• Downloads: 96

For Customer Experience Professionals

Report:The Forrester Wave™: Web Analytics, Q3 2007

Buyers Must Choose The Level Of Power And Complexity That's Right For Them

Forrester evaluated the strengths and weaknesses of eight top Web analytics products against 127 criteria. Coremetrics came out as a Leader, with a product suite that balances power, usability, and...

• Downloads: 1748

For Customer Experience Professionals

Report:Coremetrics Delivers The Right Mix Of Features And Service

The Forrester Wave™ Vendor Summary, Q3 2007

Coremetrics is once again a Leader in our evaluation of the Web analytics market, with a solid reporting and analysis platform that strikes the right balance of usability and flexibility. The vendor...

• Downloads: 155

For Customer Experience Professionals

Report:HBX Analytics Offers An Easy-To-Use Tool For Business Users That Evolves For Future Needs

The Forrester Wave™ Vendor Summary, Q3 2007

Visual Site's HBX Analytics platform just barely missed the Leader designation in our evaluation of top Web analytics platforms. Why? Because it offers less flexibility than larger platforms like...

• Downloads: 81

For Customer Experience Professionals

Report:Google Analytics Brings Basic Web Analytics To The Masses

The Forrester Wave™ Vendor Summary, Q3 2007

Google Analytics released version 2 of its product in May of this year. The tool has a simplified interface that's based on extensive user research and provides context and visualizations that make...

• Downloads: 371

For Customer Experience Professionals

Report:WebTrends Sets The Standard For Measuring Visitor Engagement

WebTrends offers a robust analytics platform that is highly customizable and a good fit for large enterprises that have the resources to understand and use the technology to its full potential. As...

• Downloads: 258

For Customer Experience Professionals

Report:Visual Site Excels At Sophisticated Analysis

Visual Site and the underlying Platform 5 technology provide the most powerful data architecture and real-time analysis tools in the industry. The product lacks one critical element for the Web...

• Downloads: 77