Forrester

For eBusiness & Channel Strategy Professionals

Tool:Landscape Of Vendors

For eBusiness & Channel Strategy Professionals

Report:Collaborative Advice

Using Digital Touchpoints To Enhance Advisor-Client Relationships

In the past, financial advisors and agents typically didn't involve clients in the advice generation process. They worked their magic behind the scenes and then presented clients with the final...

• Downloads: 342

For eBusiness & Channel Strategy Professionals

Tool:The ROI Of Online Insurance Self-Service

For Customer Experience Professionals

Tool:Satisfaction With Phone Interactions Varies Widely In Some Industries

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: 1289

For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Retention

For Customer Experience Professionals

Tool:Consumers Mostly Initiate Chat Interactions

For eBusiness & Channel Strategy Professionals

Report:Essentials To Planning A Successful Support Community

eBusiness professionals who are preparing to launch a support community frequently come to a stark realization: A support community is a complex undertaking. Forrester has spoken with B2B and B2C...

• Downloads: 436

For eBusiness & Channel Strategy Professionals

Tool:Italy Is Starting To See A Generational Divide In Channel Use

For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Customer Experience Online Survey, Q4 2011 (US)

Forrester conducted an online survey fielded in October 2011 of 7,638 US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 7,638), there is 95% confidence...

For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Omnibus Online Survey, Q4 2010 (US)

Forrester conducted an online survey fielded in December 2010 of 5,020 US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 5,020), there is 95% confidence...

For eBusiness & Channel Strategy Professionals

Tool:Channels Canadian Insurance Customers Use

For Enterprise Architecture Professionals

Report:Insurance Claims: A Classic Untamed Process

Taming The Insurance Claim Experience

At its highest level, a business process is any activity that helps an enterprise achieve its goals. In insurance, industry-specific applications form the transactional backbone of claims processing;...

• Downloads: 431

For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Financial Services Online Benchmark Recontact Survey, Q2 2010 (US)

Forrester conducted an online survey fielded in May 2010 of 4,001 US online users ages 18 to 88, as a subsegment of the Online Benchmark Survey population. For results based on a randomly chosen...

For eBusiness & Channel Strategy Professionals

Tool:Estimated Current Total Market Size For Third-Party Recommendation Engines

For CMO Professionals

Report:Visible Value Differentiates Brands And Drives Loyalty

Consumers Define Which Aspects Of The Brand Experience Are Critical

Consumers want brand experiences that match their expectations. We asked consumers which aspects of the brand experience help them differentiate between similar brands and ultimately make them loyal...

• Downloads: 551

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 Sourcing & Vendor Management Professionals

Report:Case Study: HP Leverages Software Assets To Deliver Business Innovation To Automakers

Global automotive markets are being transformed by the combined effects of environmental concerns, the fast growth of emerging markets, and changing consumer behavior. In particular, the automotive...

• Downloads: 115
• Rating:

For Customer Experience Professionals

Tool:Channel Preferences For Researching, Buying, And Getting Service

For eBusiness & Channel Strategy Professionals

Report:How Canadian Insurance Customers Use Different Channels

Canadians still use the phone as their primary channel for insurance. In fact, the phone was the only channel used by a majority of online Canadian insurance customers in the past year, while fewer...

• Downloads: 547

For Customer Experience Professionals

Tool:Consumers Who Didn't Find The Info They Needed Were More Dissatisfied

For eBusiness & Channel Strategy Professionals

Tool:Example Benefits Of A Third-Party Recommendation Engine

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: 285

For Customer Experience Professionals

Tool:Consumers Mostly Initiate Chat Interactions

For eBusiness & Channel Strategy Professionals

Tool:Retailer Adoption And Attitudes Toward Site Merchandising Tools