About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Stephen serves Application Development & Delivery Professionals. He is a leading expert on technologies to support online customer experiences, including web content management, digital asset management, and personalization. Stephen helps Forrester clients create customer experience management technology strategies to support contextual, multichannel experiences and realize production efficiencies.
Stephen came to Forrester with many years of experience in IT management and application development. Most recently, Stephen served as vice president and general manager of a software startup in Cambridge, Mass., managing client engagements in the areas of customer resource management (CRM), asset management, and supply chain management. Prior to that, he spent eight years at ZDNET (later CNET), where he led IT groups responsible for enterprise content management, web content management, eCommerce, search applications, and data warehousing.
Stephen earned a B.S. in Electrical Engineering from Villanova University and an M.B.A. from Babson College.
Offering product comparisons is an effective way for financial services eBusiness executives to support sales, build trust, and offer customers an alternative to external price comparison Web sites....

One of Postbank's strategic goals is to be the "No. 1 multichannel bank in Germany." To deliver this objective, the bank has implemented multichannel sales processes — like following up open...
How Online Retail In China Is Evolving Differently From Other Major Markets
China's eCommerce market is both one of the largest and one of the fastest growing in the world. While Forrester estimates the traditional B2C online retail markets to be larger in the US and Japan...
Forrester conducted an online survey fielded in November and December 2010 of 4,007 individuals ages 16 to 75 in top urban cities/states of Mexico including México City (Distrito Federal),...
A Multitouch, Multichannel Approach Proves Successful
Customer retention is top of mind for eBusiness professionals at financial services firms, as are customer experience and engagement. An increasingly important strategy to achieve all these goals is...

In the midst of the recession and ongoing sovereign debt crisis, only 29% of Europeans believe their bank acts in their best interest. However, some banks rank much higher than others in our customer...

High-profile bankruptcies like that of DSB Bank and the Woekerpolis investment mis-selling scandal have caused turmoil in the Dutch insurance market. New regulations intended to increase transparency...
The intuitive design and the standard features of tablets make it possible for digital insurance teams to create compelling customer experiences and support insurance agents in an effective and...

When will we see mobile and home telephone numbers (E.164 numbers) replaced by addresses, such as a SIP address? The UK Payments Council is proposing to use a mobile number as a unique identifier in...
Forrester conducted an online survey fielded in April and May 2012 of 58,068 US and 5,635 Canadian online adults ages 18 to 88. For results based on randomly chosen samples of these sizes (N = 58,068...
Forrester Research conducted an online survey in October and November 2010 of 5,897 consumers ages 18 and older in South Korea, Australia, Japan, metropolitan China (including Hong Kong, Shanghai,...
eBusiness Executives Can Educate And Empower Customers With Online Advice
With mediocre investment returns, falling state pensions, baffling financial products, and worries about retirement, consumers need financial advice now as much as ever. But the current distribution...
Forrester conducted an online survey fielded in July 2011 of 64,515 US and Canadian online adults ages 18 to 88. For results based on a randomly chosen sample of this size (N = 64,515), there is 95%...
Processes: The Digital Money Management Playbook
The critical question for eBusiness and channel strategy professionals who have launched, or are about to launch, digital money management is how to drive customer adoption and use. To help,...
Forrester conducted an online survey fielded in July 2012 of 20,778 European individuals in France, Germany, Italy, the Netherlands, Poland, Spain, Sweden, and the UK. This survey is based on an...
Firm "Electronifies" Cash Transactions To Enhance Existing PFM Tool
In February 2009, Discover Financial Services introduced its Spend Analyzer, an online personal financial management (PFM) tool that lets clients track and categorize their spending. Adoption was...
Wells Fargo's Second Attempt At Online Chat Finds Incremental Success
Wells Fargo was a pioneer in the use of online chat in 2002. While that initial move into live help met with mixed results, the desire on the team's part to inject human assistance into the process...