Forrester

For Application Development & Delivery Professionals

Report:How To Build The Business Case For Customer Experience Improvement

The Business Impact Of Customer Experience

Business process professionals supporting customer-facing processes are often challenged to make the business case to their executive leaders that investing to improve the customer experience is a...

• Downloads: 895

For eBusiness & Channel Strategy Professionals

Report:How Consumers Around The World Use The Internet To Buy Products

A Technographics® Global Overview: Online Retail 2009

The Internet has evolved into an important retail channel, with millions of online consumers across the globe turning to it to make their purchases. As with many other online activities, Asian...

• Downloads: 236

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2010

What A Higher Customer Experience Index Score Can Do For Revenue

To help customer experience professionals prove the business value of a better enterprise customer experience, we built simple models that show how revenue increases when a company's Customer...

• Downloads: 1581

For eBusiness & Channel Strategy Professionals

Report:Mobile Is Not Just Another Channel

How eBusiness Executives Can Create Unique Offerings For Portable Devices

eBusiness professionals often start mobile initiatives by thinking, "How do I scale down my PC-based web experience and leverage my existing infrastructure?" This approach is pragmatic in that it is...

• Downloads: 1842

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: 754

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2012

Business Case: The Experience-Driven Organization Playbook

This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years of...

• Downloads: 2276
• Comments: 2
• Rating:

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: 639

For eBusiness & Channel Strategy Professionals

Report:Understanding Online Shopper Behaviors, US 2011

A Technographics® Data Essentials Document

Sales through online retail channels continue to grow, up almost $21 billion from last year alone. In order to fuel this projected growth, it is important to recognize where these growth...

• Downloads: 284

For eBusiness & Channel Strategy Professionals

Report:The Online LGBT Traveler: A Fabulous, Value-Focused Travel eBusiness Niche Market

There are more than 7 million US online lesbian, gay, bisexual, and transgender (LGBT) leisure travelers. LGBT travelers spend more than $41 billion per year on their personal and leisure travel and...

• Downloads: 281

For eBusiness & Channel Strategy Professionals

Report:The Alternative Payment Methods Landscape For Travel eBusiness

The Payment Methods That Appeal Most And Least To Leisure Travel Bookers

Since 2007, US travelers' usage and interest in alternative payment methods (APMs) for online travel purchases has been slowly, but steadily, increasing. Fifteen percent of US online leisure travel...

• Downloads: 556

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2013

Business Case: The Experience-Driven Organization Playbook

Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and loyalty. We built three simple models to estimate the impact customer experience...

• Downloads: 222
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For eBusiness & Channel Strategy Professionals

Report:Optimizing Sales From Female Online Travel Bookers

Female Online Travel Bookers Crave Deals, Visual Content, And Ways To Share Their Experiences

In spite of online travel's maturity and massive acceptance, women and men differ in planning and booking trips online. And while men and women spend similar amounts on travel, men are more likely to...

• Downloads: 442

For Customer Experience Professionals

Report:How Satisfied Are Consumers With Phone Experiences In 2010?

Consumers Rate Their Satisfaction With Phone Experiences Across 13 Industries

For many companies, the phone is a major channel through which they interact with customers. Forrester surveyed 4,653 consumers to find out how satisfied they were with the phone interactions they...

• Downloads: 722

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: 769

For Customer Experience Professionals

Report:The Customer Experience Index, 2012

Benchmarks: The Experience-Driven Organization Playbook

This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

• Downloads: 2825
• Rating:

For Customer Experience Professionals

Report:The Customer Experience Index, 2013

Benchmarks: The Customer Experience Management Playbook

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: 1429
• Comments: 7
• Rating:

For Customer Experience Professionals

Report:Call Center Experiences Leave Consumers On Hold For Something Better

Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries

Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news? The...

• Downloads: 675
• Rating:

For eBusiness & Channel Strategy Professionals

Report:How eBusiness Can Help In-Flight Wi-Fi Adoption Take Off

In-flight Wi-Fi has officially arrived, with more than 1,000 jets now equipped with wireless Internet technology. Forrester data reveals that 20% of US online business passengers have used in-flight...

• Downloads: 243

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: 751
• Comments: 3

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: 673
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For Customer Experience Professionals

Report:A Market Researcher's Introduction To The Future Of Online Customer Experience

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...

• Downloads: 1015

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: 1334

For eBusiness & Channel Strategy Professionals

Report:Moving Traveler Loyalty From "Utility" To "Good"

Using Ancient Greek Philosophy As A Framework For 21st Century Travel Loyalty

The Greek philosopher Aristotle believed that there were three levels of friendships: utility, pleasure, and good. The lowest, utility, describes the current state of travel loyalty programs —...

• Downloads: 506

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: 2608

For eBusiness & Channel Strategy Professionals

Report:Mobile Channel Strategy: An Overview

How eBusiness Leaders Should Approach Mobile As A Sales And Service Channel

Across the globe, the mobile channel is growing at a rapid rate. eBusiness and channel strategy leaders at B2B and B2C firms are at the forefront: 94% of eBusiness managers we surveyed are either...

• Downloads: 2177