eCommerce

eCommerce refers to activities in which businesses — or consumers — use the Internet to identify supplies, select products and services, complete financial transactions, and/or obtain services. Delivery may occur online or outside of the Internet. Research coverage includes eCommerce platforms and technologies and mobile eCommerce.

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173 results in Reports

  • Customer Experience
  • eCommerce
  • For Customer Experience Professionals

    Report:How Three B2B Firms Measure Customer Experience

    Customer experience leaders in business-to-business (B2B) firms need a measurement program that tells them how good their customers' experiences are today, provides guidance on how to improve those...

    • Downloads: 481
  • For Customer Experience Professionals

    Report:Quick Take: Amazon's Mayday Turns Customer Support Into Customer Experience

    Amazon.com's recently announced Mayday customer support feature is a major improvement on existing approaches, enabling customers to connect to live customer support professionals 24x7x365 —...

    • Downloads: 314
  • For Customer Experience Professionals

    Report:Meet The Changing Needs Of Connected Customers

    Your customers are more connected, more empowered, and more distracted than ever. To compete in this volatile world, companies need a new approach to delivering customer experiences. This report...

    • Downloads: 884
  • 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: 711
  • 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: 617
  • 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: 2110
  • 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: 314
  • 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: 1075
  • 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: 1628
  • 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: 355
  • 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: 874
  • 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: 495
  • 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: 437
  • 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: 552
  • 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: 932
  • 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: 577
  • For Customer Experience Professionals

    Report:Case Study: Regence Uses Chat To Boost Customer Satisfaction

    What Customer Experience Professionals At Other Firms Can Learn

    Health insurers need to improve customer experience to gain customers' trust and boost engagement. While most insurers focus on self-service in isolation, Regence BlueCross BlueShield decided to...

    • Downloads: 526
  • 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: 1056
  • 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: 669
  • 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: 310
  • For Customer Experience Professionals

    Report:How Satisfied Are US Consumers With Online Chat?

    Companies are increasingly offering online chat as an interaction channel for customers and prospects. But how successful are those interactions? Of the 18% of consumers who have used chat, most are...

    • Downloads: 561
  • 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: 1058
  • 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: 721
  • 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: 267
  • 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: 687