For Consumer Market Research Professionals

Technographics® Survey Highlights: US Use Of Mobile Phones Beyond Calls And Texts  (727 KB PPT)

by Jacqueline Anderson, October 9, 2009

This highlight deck summarizes the key findings related to mobile from Forrester's North American Technographics Mobile and Telecom Online Survey, Q3 2009 (US). This is the first survey highlight in a series from the North American Technographics Mobile . . .

For Customer Experience Professionals

The Customer Experience Generation Gap

Customer Experience Index Scores Across Five Generations And 12 Industries

by Bruce D. Temkin, September 30, 2009

Across most industries, Seniors give firms the highest marks for customer experience, and Gen Yers give them the lowest. The most significant exception is that Older Boomers give PC manufacturers the lowest scores. The difference across generations is . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: Canadians' Use Of Mobile Phones Beyond Calls And Texts  (538 KB PPT)

by Jacqueline Anderson, September 21, 2009

This highlight deck summarizes the key findings related to mobile from Forrester's North American Technographics Telecom And Devices Online Survey, Q3 2009 (Canada). This is the first survey highlight in a series from the North American Technographics . . .

For B2B Market Research Professionals

2009 Enterprise Mobility Spending And Adoption Trends   (472 KB PPT)

by Michele Pelino, August 7, 2009

Using data from BDS Enterprise And SMB Networks And Telecommunications Survey, North America And Europe, Q1 2009, Forrester examines enterprise mobility spending and adoption trends.

For Consumer Market Research Professionals

Technographics® Insight: Global Mobile Internet And Mobile Content  (624 KB PPT)

by Olesia Klevchuk, July 6, 2009

This Technographics Insight takes a look at 2009 consumer mobile adoption in North America, Europe and Asia Pacific. It examines the role of a mobile phone in communication, search and entertainment base activities around the globe.

For Customer Experience Professionals

Customer Experience Boosts Revenue

Modest Improvements Can Bring In $177 Million To $311 Million Per Year

by Bruce D. Temkin, June 22, 2009

Forrester's previous research has shown a high correlation between customer experience and three key elements of loyal behavior: willingness to buy more, reluctance to switch, and likelihood to recommend. But how does that affect a company's bottom line? . . .

For Consumer Market Research Professionals

The Cord-Cutter Effect In Research

Finding Ways To Survey Hard-To-Reach Target Groups

by Tamara Barber, March 25, 2009

The growing number of cord-cutters in Europe and the US means that traditional landline phone surveys reach less of the population. While Europe still has a higher rate of cord-cutting, US consumers' willingness to give up their landlines is growing steadily . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: Hispanic Technographics Consumer Technology Phone Survey, Q4 2008  (595 KB PPT)

by Tamara Barber, January 12, 2009

This highlight deck summarizes the key findings from Forrester's Hispanic Technographics Consumer Technology Phone Survey, Q4 2008.

For Consumer Product Strategy Professionals

Top European Consumer Mobile Predictions For 2009

by Pete Nuthall, January 9, 2009

The economic recession will cast its shadow over the mobile world in 2009. The ramifications of consumers tightening their belts will become increasingly visible as the year progresses. Among the hardest hit will be the handset manufacturers as handset . . .

For Infrastructure & Operations Professionals

Cut Costs On Voice: Prepare For Wi-Fi Calling Now

Market Overview: Firms Will Get Wi-Fi/Cellular Calling

by Chris Silva, December 23, 2008

As mobile device usage continues its uptick — as do its associated carrier costs — many companies are looking at dual-mode devices that can make calls over both carrier cellular and local area wireless networks (WLAN). By using WLAN for mobile calling, . . .

For Consumer Product Strategy Professionals

Youth Spearhead Mobile Services Adoption

North American Youth Would Use Their Mobiles Even More If Service Improved

by Charles S. Golvin, December 2, 2008

Three-quarters of online youth in North America have a mobile phone today, including more than 90% of 18-year-olds. These young people rely heavily on their cell phones for a wide variety of communications and content services — in fact, they report spending . . .

For Technology Product Management & Marketing Professionals

Market Overview: Firms Will Get Wi-Fi/Cellular Calling

But Adoption Will Take At Least Three Years

by Henry Dewing, Chris Silva, November 4, 2008

A single mobile device that allows calling over a mobile and wireless local area network (WLAN) network promises IT executives a potential way to decrease mounting mobile voice costs as minutes of use continue to increase. Firms face the challenge of . . .

For Consumer Product Strategy Professionals

The Economic Downturn Sets Back The European Mobile Consumer Market

Mobile Data Growth Is On Hold As Consumers Turn To SIM-Only Deals

by Pete Nuthall, October 24, 2008

The economic downturn won't put a dent in the European mobile penetration rate of 84%, but mobile services providers are feeling the impact of reduced usage and spending as consumers review their regular outgoings. The price of core services — voice and . . .

For B2B Market Research Professionals

North American Mobile Device And Application Landscape  (206 KB PPT)

by Ellen Daley, October 21, 2008

North American firms report on the different handheld operating systems that their companies support and manage, where their employees spend most of their working time, who pays for voice and data mobile services, and their adoption of various mobile . . .

For B2B Market Research Professionals

European Mobile Device And Application Landscape  (206 KB PPT)

by Ellen Daley, October 8, 2008

European firms report on the most popular operating systems, where most of their employees spend their working time, who pays the carrier for voice and data mobile services, and their adoption of various mobile applications.

For Sourcing & Vendor Management Professionals

Managing Global Mobility Support Is Getting Harder

MNCs Should Consider Using Third Parties For Managed Services

by Brownlee Thomas, Ph.D., August 11, 2008

Globalization is taking a firm hold on enterprises in every industry sector. Multinational corporation (MNC) IT sourcing experts are keen to obtain insights about what other large firms are doing to address the growing challenges to cost-effectively support . . .

For Customer Experience Professionals

A Closer Look At Customer Experience And Loyalty

The Correlation Between Customer Experience And Loyalty For 112 Firms

by Bruce D. Temkin, August 4, 2008

Forrester's previous analysis of nine industries showed that good customer experience correlates highly to loyalty — especially when it comes to consumers' plans for making additional purchases. For this report, we took a look at how the correlation between . . .

For Infrastructure & Operations Professionals

Build Your Business's Mobile Strategy Around Device Management And Security

Now Is The Time That IT Gets Smarter About Managing Mobility

by Benjamin Gray, July 22, 2008

As businesses embrace mobility, IT operations professionals are facing new challenges. But gone are the days when stodgy IT departments fight this business imperative. Most organizations today are simply trying to get smarter about how to manage and secure . . .

For Consumer Market Research Professionals

Benchmark 2008: Telcos Struggle To Retain Business From Generations X And Y

North American Consumer Technographics

by Sally M. Cohen, July 21, 2008

Traditional telephone companies face a daunting reality: Many consumers — especially Gen X and Gen Y — are forgoing traditional telephone landlines in favor of other voice technologies. For younger consumers, monthly spending on mobile service is nearly . . .

For Sourcing & Vendor Management Professionals

The Three-Legged Stool Of Wireless Service Life-Cycle Management

Get More Value By Negotiating Better Contracts, Creating Effective Policies, And Implementing Enforcement Mechanisms

by Lisa Pierce, July 16, 2008

As use of domestic wireless services grows, many companies are seeking out new ways to control expenses. Emerging capabilities like usage-sensitive, corporate-liable price models for wireless voice services can help. However, for enterprises to ultimately . . .

For Infrastructure & Operations Professionals

Forrester TechRadar™: Enterprise Mobility Infrastructure, Q3 2008

Infrastructure And Services Converge To Make The Workplace Place-Agnostic

by Chris Silva, July 14, 2008

Enterprises see mobility as a top priority and seek to provide more mobility support to employees, implement solutions that provide seamless movement between networks, and formalize mobile policies. However, simply making mobility a key success goal is . . .

For B2B Market Research Professionals

The State Of SMB Networks And Telecommunications: 2008

Business Data Services North America And Europe

by Ellen Daley, July 9, 2008

This document gives highlights of an extensive data set collected across North American and European enterprises via our Enterprise And SMB Networks And Telecommunications Survey, North America And Europe, Q1 2008. Hot topics for SMBs include mobility, . . .

For Consumer Product Strategy Professionals

Cord-Cutting Continues Unabated

Providers Have Little Hope Of Bringing Gen Yers Back To The Landline Fold

by Charles S. Golvin, May 9, 2008

Product managers of landline telecom service — both at incumbent telcos and at cable operators — continue to agonize over the ongoing trend of cord-cutting: customers disconnecting or never connecting fixed telephone lines in favor of using their mobile . . .

For Consumer Product Strategy Professionals

The State Of Service Provider Customer Service

Improve Service — And Reduce Churn — By Looking To Other Industries

by Sally M. Cohen, Chris Townsend, March 31, 2008

Service providers of all types — cablecos, telcos, satellite companies, and mobile carriers — face a mounting dilemma: The number of services that they offer is on the rise, resulting in increasingly complex and disparate customer service needs. At the . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: North American Customer Experience Online Survey, Q3 2007  (287 KB PPT)

by Jacqueline Anderson, February 14, 2008

This highlight deck reviews the key findings from the North American Customer Experience Online Survey, Q3 2007. This survey covered questions given to US adults around interactions with various brands.