Forrester

For Customer Experience Professionals

Client Inquiry:Can You Please Direct Me To Some Reports On Healthcare Institutes Of Quality/Excellence?

Could you direct me to any reports on healthcare institutes of quality/excellence and sites of service for procedures that will allow members to experience a lower cost through steerage to particular...

For eBusiness & Channel Strategy Professionals

Report:The State Of Mobile Insurance In 2013

Landscape: The Mobile Insurance Strategy Playbook

Insurance companies are rolling out a widening range of mobile insurance functionality for both consumers and agents. While there's substantial consumer interest in mobile insurance, actual use is...

• Downloads: 542
• Comments: 1
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For Customer Insights Professionals

Report:How Health Insurance Companies Can Leverage CI To Adapt Amid Policy Reform

US health insurance companies are in the midst of a systemwide transition to meet the requirements of congressionally mandated healthcare reform awaiting them in 2014. While insurers have made great...

• Downloads: 282
• Comments: 1

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: 2231
• Comments: 2
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For Customer Experience Professionals

Report:How Four Firms Measure Customer Experience

Performance Management: The Experience-Driven Organization Playbook

This report is an update to "How Four Firms Measure Customer Experience Across The Enterprise" originally published on January 22, 2010. Chief customer experience officers (CC/EOs) need a set of...

• Downloads: 2948
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For Customer Experience Professionals

Report:Case Study: Regence Cracks The Transparency Code

How A Focus On User Goals Breaks Down Silos Between Online Tools

In a market where well-established standards define digital capabilities, it's tempting to stay with the status quo and build tools that meet industry norms. But what if industry norms are badly out...

• Downloads: 231
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For CIO Professionals

Report:Process-Driven Transformation Will Depend On Stronger Business-IT Partnerships

How IT Will Forge Lasting Relationships With Process Owners And Process Teams

Business process transformation requires an unprecedented level of collaboration among business owners, process teams, and IT, three groups not accustomed to working together. IT usually limits...

• Downloads: 466

For CIO Professionals

Report:Smart Process Applications Fill A Big Business Gap

They Will Grow Twice As Fast As The Enterprise Application Market

Smart process apps are a new category of application software designed to support business activities that are people-intensive, highly variable, loosely structured, and subject to frequent change....

• Downloads: 639
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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: 357
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For CIO Professionals

Report:The Business Impact Of Mobile Engagement

Business Case: The CIO's Mobile Engagement Playbook

Smartphones and tablets are game changers for engagement because people carry them everywhere they go. Your customers and partners and employees have perpetual access to the vast resources of the...

• Downloads: 664
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For Marketing Leadership Professionals

Report:Combine Social And Mobile To Build B2B Customer Relationships

How B2B Interactive Marketers Can Drive Engagement, Not Just Leads

B2B interactive marketers today are tasked with more than just building lead pipelines — they must also work alongside sales teams to build deeper customer relationships. Increasingly, B2B...

• Downloads: 1060
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For Sourcing & Vendor Management Professionals

Report:SAP In The Cloud: Market Update And Lessons Learned From Early Adopters

The cloud continues to get a lot of attention — and scrutiny — from IT buyers. Most IT buyers have accepted the value of the cloud for process areas such as human capital management and...

• Downloads: 755
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For Marketing Leadership Professionals

Report:Four Steps To Tackle The Shift To The Customer Life Cycle

Forrester believes that chief marketing officers (CMOs) must abandon the century-old marketing/sales funnel and embrace the customer life cycle in order to better manage their customers' interaction...

• Downloads: 659
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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: 663
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For Customer Experience Professionals

Report:Should Social Media Be Part Of Your Healthcare Customer Experience?

First Consider How Consumers Engage With Social Media For Health

Social media adoption is growing, but is there any value to be had for healthcare companies and their customers? In this report, Forrester looks at consumer adoption of social media for health as...

• Downloads: 686
• Comments: 1
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For CIO Professionals

Report:Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement

Our Q4 2011 Business Decision-Makers Survey Shows CIOs Under Pressure

During October and November of 2011, Forrester surveyed 3,534 business decision-makers in North American and European enterprises regarding their business priorities (and views of IT priorities),...

• Downloads: 496
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For Infrastructure & Operations Professionals

Report:Case Study: Sanofi's Successful I&O Transformation Approach

A Blueprint On How To Transform People, Process, And Technology Elements To Proactively Address Increasingly Complex Markets

In 2010, Sanofi, a large multinational in the healthcare market, embarked on a business transformation in response to increasing market complexity. Similar market complexities are affecting most...

• Downloads: 216
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For CIO Professionals

Report:The Canadian Tech Market 2012 To 2013

Economic Worries Lead Canadian CIOs To Cut Back ICT Purchases

Canada's CIOs and tech buyers are behaving as if Canada is heading for a recession — and it's not. Indeed, while the Canadian economy is growing at about the same 4% rate (at current prices) as...

• Downloads: 276

For CIO Professionals

Report:US Tech Market Outlook Dims For 2012 To 2013

US Tech Spending Growth Will Maintain A Mediocre 4% To 5% Pace

This report details Forrester's projections of tech market growth in the US. We have reduced our forecast for 2012 growth in the US tech market from our April projections of 7.5% for total US...

• Downloads: 561

For Marketing Leadership Professionals

Report:Fitness Wearables — Many Products, Few Customers

Product Strategists Must Broaden Wearables' Appeal Beyond Fitness

Wearable devices are part of the next wave of growth and innovation in personal computing, a phenomenon we call "smart body, smart world." Wearables could target any use case, from gaming to...

• Downloads: 270
• Comments: 1

For CIO Professionals

Report:US Tech Market Outlook For 2012 To 2013

Improving Economic Prospects Create Upside Potential

CIOs care about tech market trends for three reasons: 1) to understand how much other firms are spending on information and communications technologies (and where); 2) to determine where they ought...

• Downloads: 1202
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For CIO Professionals

Report:Segmenting The US Tech Market

SMBs' Tech Buying Outpaces That Of Enterprises Or Consumers, But The Situation Will Reverse In 2013

For CIOs, understanding trends in the broader tech market is useful, but even more useful is information on trends for companies of their size and in their industry. With IT consumerization or...

• Downloads: 418

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: 2791
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For Customer Experience Professionals

Report:Innovation In Hospital Customer Experience

How Leading Hospital Systems Drive Change Inside And Outside Their Walls

Faced with regulatory reform, changing demographics, transparency initiatives, and competitive forces from within and outside of the industry, hospitals will have to innovate to provide...

• Downloads: 634
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For Marketing Leadership Professionals

Report:Forrester Research Interactive Marketing Forecast By Industry, 2012 To 2017 (US)

ForecastView Spreadsheet

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

• Downloads: 8