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Enjoyment is one of the best possible outcomes of any customer experience. But the majority of firms can barely design a useful, usable experience, much less a pleasurable one. Recent advances in the...

Executive Overview: The Digital Intelligence Playbook
The volume and complexity of digital interactions with customers cause analytics challenges for marketers. The conventional web analytics approach cannot keep up with the explosion of channels,...

B2B marketers across all industries are investing more into creating digital content to generate new business opportunities, nurture existing sales or marketing leads, and to encourage deeper...


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...
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,...

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...
Ensuring Your Website Maximizes Login Resolution
Login management is a critical eBusiness issue. Consumers frequently experience login issues due to their multiple user names and passwords. If login resolution isn't seamless, these customers will...
Forrester Applies Its Web Site User Experience Review Methodology To Four Top UK Banks
Forrester evaluated the user experience at the public-facing Web sites of the four leading UK banks by share of primary current accounts: Lloyds TSB, Barclays Bank, NatWest, and HSBC Bank. No site...
A Topline Look At eCommerce Growth In Brazil And Mexico
Latin America's online retail markets are dynamic and varied. With the largest economy and approximately 40% of Latin America's Internet users, Brazil will remain the powerhouse in Latin American...
Panelists From Bentley Design And Usability Center, Frog Design, And Wells Fargo Share Their Findings
At Forrester's 2011 Customer Experience Forum, panelists from Bentley Design and Usability Center, frog design, and Wells Fargo shared their experiences using exploratory research techniques. While...

Vision: The Customer Experience Ecosystem Playbook
Even companies that make customer experience a strategic priority struggle to implement major long-lasting improvements. That's because they fail to connect behind-the-scenes activities to customer...
What Customer Experience Professionals Need To Know About The Year Ahead
While consumer technology adoption was the impetus for many customer experience efforts in 2011, an increasingly competitive industry landscape, the ever-increasing power of consumers, and a slippery...
Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Specialist European Consumer Electronics Retailers
Forrester applied its Website Functionality Benchmark evaluation methodology to four European consumer electronics retailers: Best Buy UK, Currys, Darty, and Redcoon. These specialist retailers...
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...

The now familiar refrain "There's an app for that!" captures the resurgence of interest in apps thanks to the growing popularity of smartphones and tablets. But apps — lightweight networked...