For Consumer Market Research Professionals

Technographics® Survey Highlights: The Triple-Play Landscape In Canada  (530 KB PPT)

by Joost van Kruijsdijk, November 5, 2009

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

For Consumer Market Research Professionals

Technographics® Survey Highlights: The US Triple-Play Landscape  (560 KB PPT)

by Jacqueline Anderson, October 19, 2009

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

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 Infrastructure & Operations Professionals

European Telecom Operator Managed Services Deals Survey: H2 2008

by Phil Sayer, July 10, 2009

Forrester's sixth survey of managed services deals signed in Europe by telecom service providers reviews 476 contract wins recorded in the second half of 2008. The number of deals increased from the 407 that we tracked in H1 2008; however, the total contract . . .

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 Consumer Product Strategy Professionals

Building The Perfect Bundle

Use Quantitative Methods To Pinpoint What Consumers Want And How Much They Will Pay

by Doug Williams, June 29, 2009

Bundles have emerged as a strong opportunity for service providers to drive acquisition and improve customer retention, but only 20% of US online consumers subscribe to voice, broadband, and pay-TV service from a single provider. Today's consumers have . . .

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 Infrastructure & Operations Professionals

The Forrester Wave™: Network-Based IVR/Voice Portals, Q2 2009

Tellme And Nuance Are Leaders, With Verizon And Voxeo Close Behind As Strong Performers

by Elizabeth Herrell, June 15, 2009

In Forrester's 53-criteria evaluation of network services providers for IVR/voice portal (VP) vendors, we found that Tellme and Nuance lead the pack with their all-inclusive platform support for advanced capabilities and innovative solutions. Verizon . . .

For Vendor Strategy Professionals

New Business Models Emerge For Telcos

How Telecom Vendor Strategists Can Seize Big Opportunities

by Mike Cansfield, April 24, 2009

The traditional one-size-fits-all business model in the communications sector is breaking down. New ways to do business are emerging, and as a result, vendor strategists in telcos have hard choices to make as they break out of the unsustainable status . . .

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 Infrastructure & Operations Professionals

The 2009 Outlook For Unified Communications In Europe

by Phil Sayer, March 24, 2009

Forrester survey data on unified communications (UC) from Q1 2008 showed great enthusiasm for UC, with 81% of European enterprises reporting that they were at some stage in a UC implementation. Since then the world has changed beyond recognition, with . . .

For Consumer Product Strategy Professionals

The Science Of Churn: When And Why Consumers Switch Service Providers

Consumer Product Strategists At Telcos And Cablecos Can Help With A Proactive Churn-Prevention Strategy

by Sally M. Cohen, January 16, 2009

Churn — the rate at which consumers switch service providers for their home TV, phone, Internet, and bundle services — is a constant concern for product strategists at telcos and cablecos. A better understanding of when and why consumers abandon their . . .

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 Infrastructure & Operations Professionals

European Telecom Operator Managed Services Deals Survey: H1 2008

by Phil Sayer, January 12, 2009

Forrester's fifth survey of managed services contracts signed by telecom service providers looks inside 407 European service deals sealed in the first half of 2008. The number of deals was up significantly from the 177 that we tracked in H2 2007, and . . .

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 Consumer Product Strategy Professionals

Cable Voice Brings VoIP Into The Mainstream

Cablecos Will Claim 80% Of 28.4 Million Residential VoIP Users By 2013

by Sally M. Cohen, October 6, 2008

While pure-play and telco voice over IP (VoIP) providers continue to struggle to win subscribers to their over-the-top (OTT) services, cablecos have been wildly successful in bringing VoIP technology to 12% of US consumers. What's more, pure-play and . . .