Forrester

For Customer Experience Professionals

Tool:Persona Benefits Readily Justify The Cost

For eBusiness & Channel Strategy Professionals

Tool:Many eBusiness Teams Begin By Brainstorming And Evangelizing The Channel Internally

For eBusiness & Channel Strategy Professionals

Tool:Forrester's 2010 Customer Advocacy Rankings Among Canadian Banking Providers

For Infrastructure & Operations Professionals

Tool:TechRadar™: Contact Center Technologies, Q3 2011

For Marketing Leadership Professionals

Tool:Mass Influencers Are More Likely To Fan A Company Or Brand And To Share Links

For eBusiness & Channel Strategy Professionals

Tool:eBusiness Teams Have More Than Five Employees, On Average, Dedicated To Mobile

For CIO Professionals

Report:Use Social Computing To Boost IT Productivity

Is Social Computing use in IT a distraction? Not according to our latest research. Our survey of social media users indicates that IT staff increase productivity by adapting Social Computing to their...

• Downloads: 619

For Marketing Leadership Professionals

Report:An Introduction To Latin American Online Consumers

Latin Americans' active presence in the online world is relatively new. Some consumers in metropolitan cities in countries like Brazil and Mexico have come online, but a digital divide still exists,...

• Downloads: 681
• Rating:

For Marketing Leadership Professionals

Report:2011 US Mobile Marketing Predictions

After a record year for mobile marketing spend and success, mobile has finally arrived as a legitimate marketing medium. In 2011, Forrester predicts that marketers will take the training wheels off...

• Downloads: 1535

For Customer Experience Professionals

Tool:Consumers Mostly Initiate Chat Interactions

For eBusiness & Channel Strategy Professionals

Report:Financial Services Web Sites Should Offer Product Comparisons

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....

• Downloads: 609

For Customer Experience Professionals

Report:How Chief Customer Officers Orchestrate Experiences

Organization: The Customer Experience Ecosystem Playbook

Forrester collected and analyzed data about chief customer officers (CCOs) to understand who they are, where they came from, what companies appoint them, and what they do for their firms. This year,...

• Downloads: 367
• Rating:

For Customer Experience Professionals

Report:The Chief Customer Officer's First 90 Days

Increasingly, companies appoint a chief customer officer (CCO) to lead the company in orchestrating a differentiated customer experience. But these senior executives must often navigate uncharted...

• Downloads: 801

For CIO Professionals

Report:Leveraging Emerging Technology To Up The Ante On Customer Engagement

Responding To Rising Customer Expectations Requires New Approaches

Organizations are struggling to deal with the increasing need to improve the customer experience. They must not only deliver best-in-class products and services, but also optimize the quality of the...

• Downloads: 838
• Rating:

For Infrastructure & Operations Professionals

Tool:TechRadar™: Creation Phase Technologies

For eBusiness & Channel Strategy Professionals

Report:Trends In China's eCommerce Market

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...

• Downloads: 1371

For Customer Insights Professionals

Client Inquiry:Best-In-Class Highly Personalized Multichannel Communications Programs

What are some great examples of automated, highly personalized, multichannel communications programs? My company has a few programs in pilot mode, but it seems that this concept of highly automated,...

For Customer Experience Professionals

Report:Scorecard: Mobile Web Site User Experience Review 2.0

This is the working scorecard for Forrester's Mobile Web Site User Experience Review, version 2.0.

• Downloads: 28

For Application Development & Delivery Professionals

Tool:What Emotions Should Your Mobile App Engender?

For Marketing Leadership Professionals

Tool:Mass Influencers Have More Trust in Company And Brand Communications

For Marketing Leadership Professionals

Report:The Global Social Imperative

Targeting Your Social Media Marketing Programs By Country And Language

The groundswell has gone global: The majority of users on sites like Facebook and Twitter now come from outside the US, and if your social media content reaches the wrong audience, you risk...

• Downloads: 696
• Rating:

For Application Development & Delivery Professionals

Tool:Forrester Wave™: Web Content Management For Digital Customer Experience, Q2 '13

For eBusiness & Channel Strategy Professionals

Report:2D Bar Codes: Emerging Role In Sales

An Empowered Report: 2D Bar Codes: Learn Why There's No Urgency

2D bar codes have captured the attention of eBusiness professionals in many industries who are looking to bridge the gap between online and offline media. The stakes are high. Those who execute well...

• Downloads: 232

For eBusiness & Channel Strategy Professionals

Tool:More Than Two-Thirds Of eBusiness Teams Plan To Increase Their Investment In Mobile

For Customer Experience Professionals

Client Inquiry:Does Forrester Have Data Around The Benefits Of Delivering Great Customer Experiences?

Does Forrester have data that shows: 1) the relative financial performance of companies that deliver great experiences versus those that get low customer experience ratings; 2) the relative retention...