Security, Risk and Compliance

Security, risk, and compliance combines the disciplines of governance and oversight for managing risk, while optimizing security processes and technologies for your organization's future flexibility.

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77 results in Reports

  • Travel
  • For Customer Experience Professionals

    Report:Best And Worst Of Website Experience, 2011

    This report is an update to "Best And Worst Of Website User Experience, 2011" originally published on November 18, 2011. This report outlines how customer experience professionals can benchmark...

    • Downloads: 1994
  • For Customer Experience Professionals

    Report:The Customer Experience Index, 2013

    How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...

    • Downloads: 2412
  • For Marketing Leadership Professionals

    Report:The European eCommerce Landscape

    A European Consumer Technographics® Report

    The Internet plays an important role in European consumers' retail habits, and its influence will only grow. Our data shows that just over two-thirds of European online consumers shop online,...

    • Downloads: 79
  • For Customer Experience Professionals

    Report:Brief: Disney Leads The Charge Across The Digital-Physical Divide

    The Magic Kingdom's $1 Billion Bet On Technology Signals A New Era Of Digitally Enhanced Customer Experiences

    Disney has spent $1 billion on MyMagic+, a next-generation technology-fueled customer experience that transforms the way its guests play, stay, and pay at the "most magical place on Earth." Disney...

    • Downloads: 255
  • For Customer Experience Professionals

    Report:Case Study: How Delta Air Lines Soared In The Customer Experience Index

    Every year, Forrester uses the results of its Customer Experience Index (CXi) benchmark to see which firms made big strides in the race for customer experience excellence. In our 2014 data, we saw...

    • Downloads: 76
  • For Application Development & Delivery Professionals

    Report:Digital Business Design Sharpens Organizations' Competitive Posture

    How Four Organizations Are Using Business-Centered Integration To Improve Agility And Enter New Markets

    Application integration is a perennial challenge for solution architects and developers, and it's only getting worse with software-as-a-service (SaaS) adding more point solutions to the mix and...

    • Downloads: 237
  • For Customer Experience Professionals

    Report:Case Study: How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture

    In 2005, the Hampton hotel brand embarked on a culture transformation intended to differentiate its hotels from competitors by delivering superior guest experiences. Along the way, the team at...

    • Downloads: 95
  • 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: 2047
  • For CIO Professionals

    Report:Mobile Engagement Demands Process Transformation

    Processes: The CIO's Mobile Engagement Playbook

    To take advantage of an app in an employee's or customer's pocket, you have to help them accomplish a task quickly and easily whenever they want to and wherever they are. That means CIOs and business...

    • Downloads: 639
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark, 2011: Online Travel Agencies

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Online Travel Agencies

    In the highly competitive world of the four major online travel agencies (OTAs), Travelocity pulls ahead of the pack with its content and messaging functionality. Its site excelled in offering...

    • Downloads: 695
  • For Marketing Leadership Professionals

    Report:US Interactive Marketing Forecast By Industry, 2011 To 2016

    Forrester forecasts interactive marketing spend to grow at a compound annual growth rate of 17%. But not all industries will invest in interactive at the same pace. Financial services will spend the...

    • Downloads: 1716
  • For Infrastructure & Operations Professionals

    Report:Predictions 2014: Mobility And Computing Technologies In The Age Of The Customer

    Six Meta-Trends That Will Influence How You Ensure That Employees Have Access To The Right Technology In 2014 And Beyond

    In 2013, infrastructure and operations (I&O) professionals saw increased mobility and diversity in the technology that employees could use for their jobs get thrust into the forefront. In 2014, I&O...

    • Downloads: 688
  • For eBusiness & Channel Strategy Professionals

    Report:Welcome To The Era Of Agile Commerce

    Multichannel commerce is being reborn. Traditional ways of describing multichannel commerce no longer work because customers don't interact with companies from a "channel" perspective. Customers now...

    • Downloads: 3974
  • 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: 566
  • For Application Development & Delivery Professionals

    Report:Digital Business Design Improves Efficiency And Insight

    How Four Organizations Are Using Business-Centered Integration To Speed Up Optimization

    Application integration is a perennial challenge for solution architects and developers, and it's only getting worse with software-as-a-service (SaaS) adding more point solutions to the mix and...

    • Downloads: 223
  • For Application Development & Delivery Professionals

    Report:Brief: How TripIt Masters Mobile Moments For Frequent Fliers

    Concur's Travel Organizing App Powerfully Combines Operational Awareness With Mobile Engagement

    Customers' mobile mind shift means they expect service in their immediate context and moment of need. The battle for customers' attention and loyalty will be waged in mobile moments — any time...

    • Downloads: 137
  • For Marketing Leadership Professionals

    Report:Forrester Research Interactive Marketing Forecast By Industry, 2013 To 2018 (US)

    ForecastView Spreadsheet

    Breaks out company spending on interactive marketing segmented by 12 industries. Each industry's spending is further broken into the various components of interactive marketing: display, paid search,...

    • Downloads: 12
  • For Customer Experience Professionals

    Report:The Customer Experience Index, China 2014

    Forrester asked 4,500 online consumers in metro China about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these...

    • Downloads: 149
  • For Customer Experience Professionals

    Report:How Companies Improved Their CXi Scores, 2012

    Forrester spoke to leaders at brands whose Customer Experience Index (CXi) scores went up appreciably in 2012. Our goal was to understand what drove those customer experience improvements. The...

    • Downloads: 763
  • For Customer Experience Professionals

    Report:The Customer Experience Index, Italy 2014

    How good is the experience at leading Italian companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 31 Italian brands across seven...

    • Downloads: 95
  • For CMO Professionals

    Report:Consistent Customer Experience Drives Airline Brand Resonance

    Technographics® TRUE Brand Compass: Airlines

    Airlines battle daily to win market share, but they are losing the battle for brand resonance. Airline chief marketing officers (CMOs) must work harder to secure loyal customers and build more solid...

    • Downloads: 82
  • 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: 840
  • For CIO Professionals

    Report:Mobile Is The New Face Of Engagement: An Executive Summary

    This report summarizes the 28-page Forrester report "Mobile Is The New Face Of Engagement." By 2016, smartphones and tablets will put power in the pockets of a billion global consumers. However,...

    • Downloads: 1733
  • For Infrastructure & Operations Professionals

    Report:Case Study: China Eastern Airlines' Corporate App Store Boosts Enterprise Mobility

    China Eastern Airlines (CEA), one of the top airlines in China, estimates that around 50,000 of its employees use mobile devices for work. To support this usage and leverage mobility even further...

    • Downloads: 151
  • For eBusiness & Channel Strategy Professionals

    Report:EU Mobile Commerce Forecast, 2012 To 2017

    Mobile eCommerce revenues across Europe will rise from €1.7 billion in 2011 to €19.2 billion in 2017, reaching 6.8% of total web sales. Simple, easy to merchandise categories such as...

    • Downloads: 940