Forrester

For Customer Experience Professionals

Report:Customer Experience In The Post-PC Era

The rapid consumer adoption of mobile devices, new interfaces, and the changing behaviors they encourage have fundamentally changed how customers engage with companies. Gone are the days when...

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For Customer Experience Professionals

Report:Digital Customer Experience Trends To Watch, 2013

Landscape: The Digital Customer Experience Improvement Playbook

Digital touchpoints support an increasingly large percentage of the overall customer experience. 2012 saw the emergence of several important digital customer experience trends that will gain momentum...

• Downloads: 1335
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For Customer Experience Professionals

Report:Next In Tech: Indoor Positioning

Indoor Venues Are The Next Frontier For Location-Based Services

Location is a cornerstone of mobile experiences and enables some of the most widely used mobile apps, such as Foursquare and Yelp. Location has also become a new battleground as Apple, Google, and...

• Downloads: 344

For Customer Experience Professionals

Report:Executive Q&A: Customer Experience Measurement

To measure customer experience (CX), firms need a framework that tells them not only how good their customers' experiences are but also how to improve them and what benefits to expect from doing so....

• Downloads: 412
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For Customer Experience Professionals

Report:Websites That Don't Support Customers Waste Millions

Business Case: The Digital Customer Experience Improvement Playbook

This report is an update to "Web Sites That Don't Support Customers' Goals Waste Millions" originally published on February 17, 2010. To understand the effect of poor website usability, Forrester...

• Downloads: 1731
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For Customer Experience Professionals

Report:How Customer Experience Professionals Can Use The Splinternet Engagement Index

The Splinternet Engagement Index

This report, originally written for market insights professionals, includes content relevant to customer experience professionals. Here's why: Firms deliver experiences across an increasing array of...

• Downloads: 279

For Customer Experience Professionals

Report:Lessons Learned From 1,500 Website User Experience Reviews

Since 1999, Forrester has used its Website User Experience Review methodology to evaluate the user experience of 1,500 websites spanning business-to-consumer (B2C) and business-to-business (B2B)...

• Downloads: 1374
• Comments: 1
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For Customer Experience Professionals

Report:How B2B Firms Improve Customer And Partner Experience

Business-to-business (B2B) firms have largely ignored customer experience — and it shows. Three separate studies that Forrester Research conducted over the past year indicate that B2B customers...

• Downloads: 845
• Comments: 2
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For Customer Experience Professionals

Report:Case Study: Pizza Pizza Cooks Up A Successful Mobile App

One of Canada's largest pizza chains wanted to be the first to market with a mobile experience that offered greater convenience to its customers. The company partnered with mobile agency Plastic...

• Downloads: 295
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For Customer Experience Professionals

Report:The Future Of Mobile Experiences Is Context

Customer Experience Professionals Must Develop Mobile Paradigms

Consumers will adopt and use convenient services and products. On mobile phones, this means services that offer immediacy and simplicity through a highly contextual experience. Context — the...

• Downloads: 826
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For Customer Experience Professionals

Report:Personas Require Regular Updates

Ensure Personas Accurately Reflect Customers' New Behaviors And Technologies

Personas are ideal tools to guide the design of products, channels, and messaging, but companies are concerned that they fail to keep track of evolving behaviors. Although customers' psychographics...

• Downloads: 444

For Customer Experience Professionals

Report:Giffgaff Manages Its Community To Deliver A Great Customer Experience

Social Media Management Gives Control To Members And Builds The Brand

Giffgaff, a low-cost mobile virtual network operator, uses an online community for customer support, sales and marketing, as well as product development functions. To ensure a positive customer...

• Downloads: 381

For Customer Experience Professionals

Report:B2B Case Study: EMC Puts The Voice Of The Customer At The Center Of Its Business

In 2004, EMC embarked on a major initiative to become more proactive and holistic in its approach to customer experience. The voice of the customer played a key role in the transformation. EMC's...

• Downloads: 480

For Customer Experience Professionals

Report:How Consumers Research, Buy, And Get Service, 2011

Forrester asked consumers about the channels they use when researching, buying, and getting customer service. In-store experiences were the most popular and the most satisfying across activities,...

• Downloads: 885

For Customer Experience Professionals

Report:Executive Q&A: Six Things You Need To Know About Apps

The now familiar refrain "There's an app for that!" captures the resurgence of interest in apps thanks to the growing popularity of smartphones and tablets. But apps — lightweight networked...

• Downloads: 554

For Customer Experience Professionals

Report:Key Considerations For Designing User Experiences On The iPad

Tailor Apps For The iPad's Unique Form Factor And User Behaviors

The iPad's popularity has caused customer experience professionals to take a hard look at providing relevant experiences for yet another device. Because of the iPad's unique form factor and use...

• Downloads: 1007

For Customer Experience Professionals

Report:Mobile And Social Gain Ground In Wellness And Disease Management

Consumers Report On Program Availability, Usage, And Relevance

Forrester surveyed US online nonelderly commercially insured consumers to find out how open they are to using health management programs offered by their health plan or employer and in which channels...

• Downloads: 618

For Customer Experience Professionals

Report:Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up. This...

• Downloads: 283

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: 1009

For Customer Experience Professionals

Report:How Satisfied Are US Consumers With Store-To-Web Shopping?

Only half of consumers are satisfied with their experiences when researching apparel/footwear/accessories, consumer electronics, and wireless products and services in a store and then purchasing on...

• Downloads: 692

For Customer Experience Professionals

Report:Undo Functionality Best Practices

Today's leading sites offer a number of best practices for letting users reverse completed actions and previous selections, jump between steps, and understand which steps are final. Customer...

• Downloads: 258

For Customer Experience Professionals

Report:What Consumers Do When They Can't Complete A Goal In Their Channel Of Choice

Forrester asked US consumers what they did after their first channel of choice — either Web or phone — failed to provide the information they needed. Our data shows that among those who...

• Downloads: 664

For Customer Experience Professionals

Report:Customer Experience Spending Will Rise In 2010

More Firms Plan To Grow The Customer Experience Budget Than Cut It

A recent survey of Forrester's Customer Experience Peer Research Panel shows that the number of firms looking to spend more on customer experience in 2010 is up, while the number of firms that plan...

• Downloads: 609

For Customer Experience Professionals

Report:Seven Trends Customer Experience Professionals In Healthcare Can't Afford To Ignore

How New Technologies Will Transform Digital Healthcare Experiences

On the eve of a new decade, many elements of the US healthcare system are still twisting in the winds of healthcare reform. But the writing on the customer experience wall is clear: Consumers'...

• Downloads: 1772

For Customer Experience Professionals

Report:The Future Of Online Customer Experience

It Looks Customized, Aggregated, Relevant, And Social

Forrester believes that four attributes will characterize the next phase of development of the Web. Online experiences will be: customized by the end user, aggregated at the point of use, relevant to...

• Downloads: 4197