Forrester

For eBusiness & Channel Strategy Professionals

Report:2010 Canadian Credit Card Secure Site Rankings

Depth Of RBC's Site Prevails Over Streamlined CIBC Offering

For the first time, Forrester evaluated the secure Web sites of four of Canada's largest credit card issuers — Bank of Montreal, CIBC, Royal Bank of Canada (RBC), and TD Canada Trust —...

• Downloads: 167

For eBusiness & Channel Strategy Professionals

Report:Case Study: How Barclaycard Helps Customers Manage Their Spending

Barclaycard Offers State-Of-The-Art Spending Categorization And Reporting

In August 2009, Barclaycard rolled out its new secure Web site, mybarclaycard, offering state-of-the-art functionality for managing credit cards online. The site combines excellent online banking...

• Downloads: 540

For Customer Experience Professionals

Report:Weather.com Offers Customized, Aggregated, Relevant, And Social Weather Content

CARS Improves Customer Experience And Supports The Weather Channel Growth Strategy

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

• Downloads: 257

For Marketing Leadership Professionals

Report:Understanding The Changing Needs Of Online Consumers In Latin America

Latin American Consumer Technographics®

Over the past couple of years, Latin America has risen on many global companies' priority lists of new markets to focus on and understand. Given the meteoric rise of social networks like orkut and...

• Downloads: 106
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For eBusiness & Channel Strategy Professionals

Report:Starting Your eCommerce Business In China

Identifying The Right Option For Your B2C eCommerce Business

China has become the leading emerging market for many Western brands and retailers. Attractive due to the scale and growth of the retail market, many companies view China as both a near-term...

• Downloads: 456
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For Marketing Leadership Professionals

Tool:Most Financial Firms Allow User Posts On Their Facebook Pages, But Few Respond

For Customer Experience Professionals

Report:Customer Experience Trends: Leaders At FedEx, Time Warner Cable, And USAA Weigh In

A Panel Discussion At The 2010 Customer Experience Forum

Highlights of the Trends In Customer Experience panel at Forrester's Customer Experience Forum 2010 included a debate about the need for a chief customer officer (CCO), a prediction that "Web sites...

• Downloads: 1053

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: 940

For Marketing Leadership Professionals

Report:Design Your B2B Community For Maximum Engagement

Executive Overview: The B2B Online Community Playbook

This playbook provides you with a strategy framework, road map, and the tools to establish a healthy and active online B2B community that delivers value to prospects, customers, and peers at each...

• Downloads: 380
• Comments: 2
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For eBusiness & Channel Strategy Professionals

Report:Staffing For Effective eBusiness Globalization

Navigating The Centralized Versus Localized Approach

Today's global eBusiness executives are struggling to organize eBusiness operations that effectively support increasing international revenues. Companies have experimented with a variety of...

• Downloads: 489

For eBusiness & Channel Strategy Professionals

Report:2010 North American Credit Card Public Web Site Rankings

Capital One Takes The Top Spot For 2010

For the first time, Forrester evaluated the public Web sites of the nine largest North American credit card issuers — American Express, Bank of America, Bank of Montreal, Capital One (US),...

• Downloads: 361

For eBusiness & Channel Strategy Professionals

Report:Organizing For eBusiness — A Financial Services Perspective

The Dual Nature Of eBusiness Requires A Multidimensional Organizational Structure

Creating the optimal eBusiness organizational structure is one of the biggest challenges confronting eBusiness executives at financial services firms today. As both a channel and an enterprise...

• Downloads: 674

For Customer Experience Professionals

Report:Innovation In Health Insurance Customer Experience

How Leading Health Insurers Drive Change Inside And Outside Of Their Walls

The health insurance industry faces discontent from both its consumer and provider customers. With new regulations and an elevated national discourse on health reform, the time for change is now. But...

• Downloads: 991

For eBusiness & Channel Strategy Professionals

Report:eBusiness Professionals In Financial Services: Social Media Is About More Than Just Marketing

eBusiness Has A Key Role In The Understanding And Usage Of Social Media

Forrester recently published an analysis of the social habits of financial service customers along with a scan of current regulations and existing social marketing efforts. Overall, social media...

• Downloads: 576

For eBusiness & Channel Strategy Professionals

Report:The Building Blocks For Social Success In eBusiness

As consumers become more comfortable integrating social tools into their everyday lives, eBusiness leaders seek the right social strategy to achieve their goals. While the benefits of social media...

• Downloads: 898

For Customer Experience Professionals

Report:Consumers Are Leery Of Healthcare Video Visits

Today, healthcare remains a largely in-person proposition, but with the advancement of Internet-based videoconferencing technologies, the possibility of healthcare video visits is becoming a reality....

• Downloads: 303

For Customer Experience Professionals

Report:Planning A Co-Creation Workshop? Sweat The Details

Best Practices For Including Customers, Employees, And Partners In Customer Experience Design

Co-creation — the practice of involving people from across the customer experience ecosystem in the experience design process — is a valuable and versatile methodology, but it usually...

• Downloads: 180
• Comments: 2

For Marketing Leadership Professionals

Report:Case Study: Giffgaff Uses Co-Creation To Build A Differentiated Mobile Service Business

An Empowered Report

Just a few years ago, mobile virtual network operators (MVNOs) were a dime a dozen. Big companies like Disney and ESPN tried — yet failed — to create a mobile experience differentiated...

• Downloads: 374

For eBusiness & Channel Strategy Professionals

Report:2011 Canadian Online Sales Bank Rankings

Royal Bank Of Canada Takes The Top Spot For 2011

For the sixth year in a row, Forrester evaluated the online sales effectiveness of the six largest Canadian banks — Bank of Montreal, Canadian Imperial Bank of Commerce (CIBC), National Bank of...

• Downloads: 359

For Marketing Leadership Professionals

Tool:It's Not Just Mac Owners Who Want An iPad

For Customer Experience Professionals

Report:Executive Q&A: Customer Experience Governance

Many firms want to differentiate on the basis of customer experience. To reach that goal, they must first define an experience that's truly differentiating and then deliver that experience...

• Downloads: 247

For eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark 2011: Mass Merchants

Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four US Mass Merchants

In the large-format mass merchant sector, Wal-Mart and Target have successfully implemented market-leading online retail functionality and connected consumer touchpoints to enhance their customer...

• Downloads: 485
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For eBusiness & Channel Strategy Professionals

Report:Using Online Video To Drive Clicks And Conversion

A Guide To Approaching Or Revitalizing A Retail eCommerce Video Campaign

Shoppers are beginning to use online video to inform their purchases. Although consumer uptake is slow when compared with the wider acceptance of Internet video, online retailers are turning to video...

• Downloads: 982

For Marketing Leadership Professionals

Report:Understanding The Changing Needs Of The European Online Consumer

An Empowered Report: How Online And Mobile Behaviors Are Changing

For more than 10 years, Forrester has been tracking consumers' online and offline behavior in Europe. Our trending data shows that while consumers are continuing to expand their online behaviors,...

• Downloads: 284

For Customer Experience Professionals

Report:Implement Your Digital Customer Experience Strategy

Road Map: The Digital Customer Experience Improvement Playbook

This report is an update to "How To Build An Implementation Road Map For Your Digital Customer Experience Strategy" originally published on August 11, 2011. In a world of proliferating digital...

• Downloads: 1764
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