Forrester

For eBusiness & Channel Strategy Professionals

Report:Travel Website Functionality Benchmark 2011: Four-Star Hotel Chains

Forrester estimates that, in 2011, hotels will produce $27 billion in online sales from US leisure and unmanaged business travelers. Not bad, but how much better could that be? To help travel firms...

• Downloads: 711

For Customer Experience Professionals

Report:Lessons Learned From The 2011 Voice Of The Customer Award Winners

A Look Inside The VoC Practices At Adobe, Fidelity, And JetBlue

This year, Forrester recognized three winners of its annual Voice Of The Customer Awards: Adobe Systems, Fidelity Investments, and JetBlue Airways. Each firm had its own unique practices. Adobe...

• Downloads: 777

For eBusiness & Channel Strategy Professionals

Report:Trends 2011: Video Enters Travel eBusiness Prime Time

Forrester expects that the use of video content on travel websites will emerge as a significant trend in travel eBusiness in 2011. Why? For one thing, more than one in five US online leisure...

• Downloads: 630

For Customer Experience Professionals

Report:US Consumers Aren't Enthusiastic About Medical Tourism

In an effort to control skyrocketing health costs, some pioneering health plans and employers are testing the waters of medical tourism by paying for consumers to travel overseas for less expensive...

• Downloads: 167

For Marketing Leadership Professionals

Report:Forrester Research Interactive Marketing Forecast By Industry, 2011 To 2016 (US)

ForecastView Spreadsheet

Interactive marketing spending segmented by industries. Each industry's IM spending is further broken into the various components of IM: display, paid search, SEO, email, and mobile advertising.

• Downloads: 3
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For Customer Experience Professionals

Report:Case Study: Emirates Uses Customer Journey Maps To Keep The Brand On Course

Journey Mapping Enables A Diverse Global Airline To Lift Quality Of Service While Growing Rapidly

Emirates is one of the world's fastest-growing airlines and positions itself as a lifestyle brand, setting high expectations for service quality in a competitive market. As Emirates expanded rapidly,...

• Downloads: 254

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:Case Study: Mandarin Oriental Creates A Brand-Appropriate Mobile Experience

The Hotel Group Provides Luxury Travelers With A Customized Mobile Web Site

Mandarin Oriental Hotel Group (MOHG) noticed that a growing percentage of its Web traffic came from mobile devices. To address a growing need, the team partnered with Siteworx to design and build a...

• Downloads: 703

For eBusiness & Channel Strategy Professionals

Report:How Travel eBusiness Can Engage Conversationalists, The New Social Media Group

From 2008 to 2010, 26.3 million more US online leisure travelers began using social media. Members of the group that travel eBusiness professionals need to pay attention to for their social commerce...

• Downloads: 749

For Customer Experience Professionals

Report:Europe 2010: Fixing Known Usability Problems Pays Off

Web site design case studies and consulting projects provide convincing evidence that when European companies fix known Web site usability problems — like those in Forrester's Web Site User...

• Downloads: 259

For Customer Experience Professionals

Report:Why Your Call Center Needs User-Centered Design

How Focusing On Callers And Agents Can Drive Business Results

Today, user-centered design isn't widely used to improve call center interactions. That needs to change. When applied in the call center, the core activities of a user-centered design process —...

• Downloads: 763

For Customer Experience Professionals

Report:The Customer Experience Index, 2011

Consumers Rate The Customer Experience Across 153 Large US Brands

To assess the state of customer experience in 2011, Forrester asked more than 7,700 US consumers about their interactions with a variety of companies. Based on their responses, we calculated Customer...

• Downloads: 2601

For eBusiness & Channel Strategy Professionals

Report:Selling To US Online Affluent Travelers Poses A First-Class Challenge To Travel eBusiness

Value Is Important To Online Sales Success In The Post-Recession Environment

There are nearly 6 million US online leisure travelers with a net worth of $1 million or more. For a group of millionaires, this audience is not necessarily as fancy as you might imagine it to be....

• Downloads: 472

For Application Development & Delivery Professionals

Report:CRM And eCommerce Converge In A World Of Multiple Touchpoints

Welcome To The Era Of Agile Commerce

Traditional ways of describing multichannel commerce no longer work, because customers don't interact with companies from a channel perspective. Customers now use a rapidly evolving set of devices as...

• Downloads: 961

For Customer Experience Professionals

Report:How Companies Raised Their Customer Experience Index Scores, 2011

To understand how companies drive customer experience improvement, Forrester spoke to leaders at brands having Customer Experience Index (CxPi) scores that went up appreciably in 2011. We uncovered a...

• Downloads: 1325

For Customer Insights Professionals

Report:Examining The Member Interactions Of Five Major Loyalty Programs

Programs Fall Short Across All Evaluation Criteria

Forrester applied its new Customer Loyalty Program Review methodology to five popular loyalty programs from the retail, travel, and financial services industries. The results of the evaluation...

• Downloads: 585

For eBusiness & Channel Strategy Professionals

Report:US Online Leisure And Unmanaged Business Travel Forecast, 2011 To 2016

Forrester's 2011 to 2016 forecast of US leisure and unmanaged business travel illustrates a mature market due to a plateau in Bookers and the high penetration of suppliers already generating a...

• Downloads: 891

For eBusiness & Channel Strategy Professionals

Report:Forrester Research Online Travel Forecast, 2011 To 2016 (US)

ForecastView Spreadsheet

Online travel forecast (US): Total and online travel spending by managed business and unmanaged business plus leisure travel. Travel spending is segmented by air, hotel, car, cruise, and tours. Also...

• Downloads: 7

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 eBusiness & Channel Strategy Professionals

Report:Forrester Research Mobile Commerce Forecast, 2012 To 2017 (US)

ForecastView Spreadsheet

Includes mobile buyers as well as revenue segmented by retail sales, travel, and daily deals, with average spend per mobile buyer. Includes data from 2010 plus a five-year forecast.

• Downloads: 15

For CMO Professionals

Report:Case Study: JetBlue Connects The Dots To Deliver Marketable Service

JetBlue Airways has had trend-defying growth — at 10 years old, it is now a $4 billion company — in an environment where consumers are flying less, costs continue to increase, and the...

• Downloads: 330

For Infrastructure & Operations Professionals

Report:Case Study: KLM Air France Reaches New Heights Through Application Deployment Automation

AirFrance-KLM Saved Valuable Time And Money Through Optimization Of Its Deployment Process

AirFrance-KLM strives to achieve profitable growth that contributes to both its own corporate aims and economic and social development. Today's airline industry needs to keep its balance in the face...

• Downloads: 221

For CIO Professionals

Report:Great Mobile Experiences Are Built On Systems Of Engagement

Vision: The CIO's Mobile Engagement Playbook

By 2014, smartphones and tablets will put power in the pockets of a billion global consumers, including your employees and partners and customers. However, mobile is not simply another device for IT...

• Downloads: 597
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For eBusiness & Channel Strategy Professionals

Report:Forrester Research Online Travel Forecast, 2012 To 2017 (EU-7)

ForecastView Spreadsheet

Total and online travel spending for unmanaged business and leisure travel. Travel spending is segmented by air, rail, hotel, and car hire. Includes regional and individual country data for...

• Downloads: 2

For Marketing Leadership Professionals

Report:ForecastView — An Overview Of Our Global Forecasts

Forrester's ForecastView service provides reliable insight into the online, mobile, and emerging technology markets. It offers a framework for understanding market drivers and inhibitors and helps...

• Downloads: 1