Forrester

For Customer Experience Professionals

Report:Emotional Experience Design

Creating Online Experiences That Deeply Engage Customers

As consumers increasingly look to connect with companies online, lackluster Web experiences will damage many brands. But better functional design won't solve the problem. Instead, Forrester...

• Downloads: 2169

For Customer Experience Professionals

Report:Web Site Content That Builds Brands

Web content is the backbone of a company's online brand presence. But many firms struggle to provide useful, relevant content that allows users to accomplish their goals and supports the company's...

• Downloads: 1502

For Customer Experience Professionals

Report:2011 Customer Experience Predictions

What Customer Experience Professionals Need To Know About The Year Ahead

In 2011, the customer experience ecosystem will expand to include a dizzying array of new devices, touchpoints, and physical interactions. The breadth of this emerging ecosystem and the number of...

• Downloads: 1832

For Customer Experience Professionals

Report:Develop Your Digital Customer Experience Strategy

Strategic Plan: The Digital Customer Experience Improvement Playbook

This report is an update to "How To Develop Your Digital Customer Experience Strategy" originally published on July 13, 2011. Companies need a digital customer experience strategy to ensure that they...

• Downloads: 1880

For Customer Experience Professionals

Report:Why You Need A Digital Customer Experience Strategy

It's Time To Back Up The Claim That Digital Customer Experience Is Important

Companies say that digital touchpoints are critical to their customer experience efforts but don't have an approach for multi-touchpoint experience, don't know customers' expectations, and don't know...

• Downloads: 1761
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For Customer Experience Professionals

Report:Best And Worst Of Brand Building Web Sites, 2008

Forrester Applies Its Updated Web Site Brand Review Methodology To The Sites Of 20 Top Brands

How good is the overall experience offered by leading brands' Web sites in 2008? To find out, we graded the sites of 20 top brands using Forrester's updated Web Site Brand Review methodology. Our...

• Downloads: 1176

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: 1769
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For Customer Experience Professionals

Report:Rich Internet Applications That Build Brands

Compared with HTML, rich Internet applications (RIAs) offer greater interactivity, improved user experiences, and better differentiation. But most firms miss out on the brand-building potential of...

• Downloads: 1234

For Customer Experience Professionals

Report:2013 Customer Experience Predictions

What Customer Experience Professionals Need To Know About The Year Ahead

Over the past two years, consumer technology adoption and market forces have catapulted the field of customer experience into strategic stature. But it will be years before customer experience is...

• Downloads: 1311
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For Customer Experience Professionals

Report:Web Site Copy That Builds Brands

Few companies achieve the proper balance of clarity and color when it comes to the language used in their online content. But some firms have done an exceptional job at describing their products and...

• Downloads: 992

For Customer Experience Professionals

Report:Digital Customer Experience Trends To Watch, 2013

Landscape: The Digital Customer Experience Improvement Playbook

Digital touchpoints support an increasingly large percentage of the overall customer experience. 2012 saw the emergence of several important digital customer experience trends that will gain momentum...

• Downloads: 1357
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For Customer Experience Professionals

Report:Best And Worst Of Brand-Building Web Sites, 2007

Forrester Applies Its Web Site Brand Review Methodology To The Sites Of 20 Top Brands

How good is the overall experience offered by top brands' Web sites today? To find out, we graded the sites of 20 of the world's top brands on how well they cater to user needs (Brand Action) and how...

• Downloads: 957

For Customer Experience Professionals

Report:The Best Of Web Site Brand Experiences 2010

Best Practices From 14 Web Site Brand Reviews Across Three Industries

In 2010, Forrester reviewed the Web site brand experience of sites in industries as diverse as automotive, hotels, and skin care. An analysis of the results across industries surfaced common...

• Downloads: 1045

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 Customer Experience Professionals

Report:Best And Worst Of Financial Services Brand Building Web Sites, 2009

Forrester Applies Its Web Site Brand Review Methodology To The Sites Of 16 Top Financial Services Brands

How good is the overall experience offered by leading financial services brands' Web sites in 2009? To find out, Forrester graded the sites of 16 top financial services brands using Forrester's Web...

• Downloads: 931

For Customer Experience Professionals

Report:Improve Your Digital Customer Experience

Executive Overview: The Digital Customer Experience Improvement Playbook

Today's multichannel customers demand better experiences than they get from firms that design underperforming one-off touchpoints. Faced with an expanding ecosystem of legacy websites, mobile sites,...

• Downloads: 907
• Comments: 2
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For Customer Experience Professionals

Report:The Unified Customer Experience Imperative

Delivering Experience Excellence Across A Fractured Network Of Digital Touchpoints

Today's digital landscape is distributed across an array of touchpoints and devices. With customers able to interact through multiple channels at any given moment, firms need to ensure that they...

• Downloads: 1107
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For Customer Experience Professionals

Report:Web Site Imagery That Builds Brands

Brand-building Web site imagery helps target users accomplish their goals while reinforcing key brand attributes. While many firms struggle to incorporate brand-building imagery on their sites, we...

• Downloads: 914

For Customer Experience Professionals

Report:Web Site Layouts That Build Brands

Web site layouts help companies build brands by focusing attention on the content and function users need most and creating visual continuity across channels. While many firms struggle to craft brand...

• Downloads: 918

For Customer Experience Professionals

Report:Best And Worst Of Brand Building Web Sites, 2007: Luxury Accessories

Forrester Applies Its Web Site Brand Review Methodology To The Sites Of Five Top Luxury Accessory Brands

The luxury accessories industry features some of the most recognized brand names in the world, like Chanel, Gucci, Louis Vuitton, Rolex, and Tiffany & Co. But how good is the brand experience offered...

• Downloads: 734

For Customer Experience Professionals

Report:Best And Worst Of Brand Building Web Sites, 2007: Financial Services

Forrester Applies Its Web Site Brand Review Methodology To The Sites Of Five Top Financial Services Brands

The financial services industry features some of the most recognized brand names in the world, like Citi Smith Barney, JP Morgan-Chase, Merrill Lynch, Morgan Stanley, and UBS. But how good is the...

• Downloads: 673

For Customer Experience Professionals

Report:Lessons Learned From 157 Web Site Brand Reviews

Forrester Examines Results From Version 1.0 Of Our Web Site Brand Review Methodology

Forrester recently updated its Web Site Brand Review Methodology to version 2.0. Before moving on, we analyzed the results of 157 Web Site Brand Reviews completed with version 1.0 between June 2005...

• Downloads: 759

For Customer Experience Professionals

Report:Web Site Brand Image Best Practices From Interactive Agencies

As part of a recent evaluation of interactive marketing agencies' Web design capabilities, Forrester applied its Brand Image Review methodology to 36 reference sites provided by 18 agencies. Overall,...

• Downloads: 876

For Customer Experience Professionals

Report:How Social Media Can Improve The Automotive Customer Experience

A recent Forrester survey of 4,500 online consumers showed that people want auto manufacturers to engage them with social media. For auto manufacturers, a good social media strategy can help...

• Downloads: 894
• Comments: 1
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For Customer Experience Professionals

Report:Scenario Design Unifies The Splinternet Customer Experience

Vision: The Digital Customer Experience Improvement Playbook

Companies have historically failed to meet the needs of their customers in individual channels. As customers increasingly engage with multiple channels in pursuit of a single goal, companies need to...

• Downloads: 779
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