Forrester

For eBusiness & Channel Strategy Professionals

Tool:eBusiness Teams Have More Than Five Employees, On Average, Dedicated To Mobile

For eBusiness & Channel Strategy Professionals

Tool:More Than Two-Thirds Of eBusiness Teams Plan To Increase Their Investment In Mobile

For Customer Experience Professionals

Report:A Market Researcher's Introduction To The Future Of Online Customer Experience

The types of devices people use to connect to the Web are proliferating. Portable devices are rapidly getting more powerful, and as a result, the tradeoff between mobility and capability is...

• Downloads: 1011

For eBusiness & Channel Strategy Professionals

Report:The Alternative Payment Methods Landscape For Travel eBusiness

The Payment Methods That Appeal Most And Least To Leisure Travel Bookers

Since 2007, US travelers' usage and interest in alternative payment methods (APMs) for online travel purchases has been slowly, but steadily, increasing. Fifteen percent of US online leisure travel...

• Downloads: 550

For Customer Experience Professionals

Report:Call Center Experiences Leave Consumers On Hold For Something Better

Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries

Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news? The...

• Downloads: 666
• Rating:

For eBusiness & Channel Strategy Professionals

Tool:Most Mobile Strategies Are Customer-Focused

For eBusiness & Channel Strategy Professionals

Report:Mobile Channel Strategy: An Overview

How eBusiness Leaders Should Approach Mobile As A Sales And Service Channel

Across the globe, the mobile channel is growing at a rapid rate. eBusiness and channel strategy leaders at B2B and B2C firms are at the forefront: 94% of eBusiness managers we surveyed are either...

• Downloads: 2166

For Customer Experience Professionals

Tool:Forrester's Web Site Brand Experience Review Criteria And Scoring

For eBusiness & Channel Strategy Professionals

Report:Online Customer Service Functionality Benchmark: US Airlines

The Best And Worst Of Online Customer Service Among The Top Four US Airlines

Forrester evaluated the online customer service offerings of the four largest US airlines: Delta Air Lines, United Airlines, Southwest Airlines, and American Airlines. Our analysis uncovered a few...

• Downloads: 457
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For eBusiness & Channel Strategy Professionals

Tool:Most eBusiness Managers Have Had A Defined Mobile Strategy For Less Than A Year

For eBusiness & Channel Strategy Professionals

Report:How eBusiness Can Help In-Flight Wi-Fi Adoption Take Off

In-flight Wi-Fi has officially arrived, with more than 1,000 jets now equipped with wireless Internet technology. Forrester data reveals that 20% of US online business passengers have used in-flight...

• Downloads: 243

For Marketing Leadership Professionals

Report:Case Study: IHG, Chase, And Consumers Co-Create A New Rewards Credit Card

An Empowered Report

Intercontinental Hotels Group (IHG) and Chase Card Services (Chase) won a 2010 Forrester Groundswell Award in the B2C Embracing category, and for good reason. These two companies hired a private...

• Downloads: 420

For Customer Experience Professionals

Tool:Key Elements Of Fidelity's VoC Program

For eBusiness & Channel Strategy Professionals

Survey:European Technographics® Retail, Customer Experience, And Travel Online Survey, Q3 2010

The European Technographics® Retail, Customer Experience, And Travel Online Survey, Q3 2010, surveyed 14,193 respondents in the seven markets of France, Germany, Italy, the Netherlands, Spain,...

For eBusiness & Channel Strategy Professionals

Report:Optimizing Sales From Female Online Travel Bookers

Female Online Travel Bookers Crave Deals, Visual Content, And Ways To Share Their Experiences

In spite of online travel's maturity and massive acceptance, women and men differ in planning and booking trips online. And while men and women spend similar amounts on travel, men are more likely to...

• Downloads: 433

For Sourcing & Vendor Management Professionals

Report:Leveraging Outsourcing Services To Accelerate IT Maturation

Emerging Asia Steps Up

In terms of IT maturity, companies in emerging Asia — that is, Asia Pacific excluding Australia, Japan, and New Zealand — lag behind their Western counterparts. Up to now, the lack of...

• Downloads: 115

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 eBusiness & Channel Strategy Professionals

Report:Forrester Research Mobile Commerce Forecast, 2012 To 2017 (EU-7)

ForecastView Spreadsheet

Includes mobile commerce buyers and revenue segmented by retail sales, travel, daily deals, and gaming app downloads. Country level detail for France, Germany, Italy, Netherlands,...

• Downloads: 7

For eBusiness & Channel Strategy Professionals

Tool:Limited Mobile Expertise And Technology Concerns Worry eBusiness Managers

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2010

What A Higher Customer Experience Index Score Can Do For Revenue

To help customer experience professionals prove the business value of a better enterprise customer experience, we built simple models that show how revenue increases when a company's Customer...

• Downloads: 1573

For Enterprise Architecture Professionals

Report:Best Practices: EA Should Take An Active Role In Mergers And Acquisitions

Five Pragmatic Practices To Improve EA Value Throughout The M&A Process

A new wave of mergers and acquisitions (M&As) is happening, and contrary to previous M&A periods in which IT was only tactically involved, organizations now draw IT into their plans for cost savings...

• Downloads: 748

For CIO Professionals

Report:SharePoint Adoption: Content And Collaboration Is Just The Start

Driving A SharePoint-Based Information Workplace Will Challenge C&C Pros

Microsoft SharePoint is poised for broader adoption as an Information Workplace platform. While most use it for content and collaboration (C&C) needs today, the platform's broad, integrated...

• Downloads: 1376
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For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2012

Business Case: The Experience-Driven Organization Playbook

This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years of...

• Downloads: 2231
• Comments: 2
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For Customer Experience Professionals

Report:How Four Firms Measure Customer Experience

Performance Management: The Experience-Driven Organization Playbook

This report is an update to "How Four Firms Measure Customer Experience Across The Enterprise" originally published on January 22, 2010. Chief customer experience officers (CC/EOs) need a set of...

• Downloads: 2948
• Rating:

For eBusiness & Channel Strategy Professionals

Survey:European Technographics® Benchmark Survey, Q2 2010

The European Technographics Benchmark Survey, Q2 2010, surveyed 25,535 respondents in the eight markets of France, Germany, Italy, the Netherlands, Poland, Spain, Sweden, and the UK. This survey is...