Forrester

For Customer Experience Professionals

Report:Tablet Apps And The Future Of Digital Customer Experience

Tablet applications offer a new way for customers to interact with brands, providing sustained engagement and bridging the capability-mobility gap between websites and smartphone applications. In the...

• Downloads: 1156

For Customer Experience Professionals

Report:Reviewer's Guide: IVR User Experience Review 8.0

This is the reviewer's guide for Forrester's IVR User Experience Review 8.0 scorecard.

• Downloads: 30

For Customer Experience Professionals

Report:Digital Design Projects And Spending, 2012

Customer Experience Professionals Share Plans For Design Tools, Budgets, And Staffing

During the past few years, Forrester has seen tremendous momentum for digital design projects as digital touchpoints proliferate. And the trend held true this year, too: A recent survey of...

• Downloads: 465
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For Customer Experience Professionals

Report:How To Make Your Website More Tablet-Friendly

Tablet sales are booming, and while applications (apps) are all the rage, consumers are still spending more time using browsers on their tablets than they are using apps. That makes sense because...

• Downloads: 754

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:Web-Phone User Experience 2010: PC Laptop Manufacturers

Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms

Forrester applied its Web-Phone User Experience Review methodology to the experiences at four large PC laptop manufacturers: Apple, Dell, HP, and Toshiba. The results: Apple came out ahead, but the...

• Downloads: 249

For Customer Experience Professionals

Report:Reinvent Your Call Center Culture To Create Amazing Customer Experiences

Focus On Hiring, Training, Incentives, and Metrics

Call centers offer companies daily opportunities to create meaningful connections with customers. When this happens, businesses increase customer loyalty and generate incremental revenue. But...

• Downloads: 1286

For Customer Experience Professionals

Report:Executive Q&A: IVR User Experience Reviews

Forrester's IVR User Experience Review uncovers flaws that prevent users from accomplishing key goals in interactive voice response (IVR) systems. This document provides answers to some of the common...

• Downloads: 392
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For Customer Experience Professionals

Report:Best And Worst Of Website Experience, 2011

Benchmarks: The Digital Customer Experience Improvement Playbook

This report is an update to "Best And Worst Of Website User Experience, 2011" originally published on November 18, 2011. This report outlines how customer experience professionals can benchmark...

• Downloads: 1728

For Customer Experience Professionals

Report:Match iPad Experiences To Customer Goals

Forrester evaluated the interaction and system capabilities of the iPad for accessing content via its web browser and applications (apps). Both experiences offer somewhat-limited input capabilities...

• Downloads: 717