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2677 results in Reports

  • Customer Experience Management
  • For Infrastructure & Operations Professionals

    Report:Evolve Your Infrastructure Architecture For Systems Of Engagement

    Growth, Velocity, And Changing Workloads Lead To New Infrastructure Architectures

    The workloads presented by emerging systems of engagement have grown, dominated by a proliferation of mobile clients, big data and analytics, and nearly ubiquitous implementations of virtualization...

    • Downloads: 3
  • For Marketing Leadership Professionals

    Report:Brief: The Social Users You Want To Reach Are On Mobile

    With more than a billion monthly active users, Facebook has one of the largest mobile audiences in the world. There's no doubt that Facebook has disrupted the app marketing space by becoming a key...

    • Downloads: 62
  • For Application Development & Delivery Professionals

    Report:Design Your Contact Center From The Outside In

    Strategic Plan: The Contact Centers For Customer Service Playbook

    As more enterprises develop organizational and operational structures to better manage customer experience, they need to drive this down into contact center architectural design. Today's challenge is...

    • Downloads: 933
  • For eBusiness & Channel Strategy Professionals

    Report:Prioritizing Online Access To In-Store Inventory

    Retailers Stand To Gain From Online Visibility Into In-Store Inventory And Buy Online/Pick Up In-Store Capabilities

    Multichannel retailers have made unprecedented investments in enabling omnichannel services. Giving customers the ability to view, reserve, and buy in-store inventory through the online channel for...

    • Downloads: 57
  • For Application Development & Delivery Professionals

    Report:Refocus The Digital Experience Technology Investment Discussion

    Business Case: The Digital Experience Delivery Playbook

    As the age of the customer progresses, the skyrocketing demand for technology for digital experience delivery adds a new twist to justification discussions for tech spending. This means...

    • Downloads: 450
  • For Marketing Leadership Professionals

    Report:How Do Teens Use Social Media?

    North American Consumer Technographics®

    In 2014, it would be difficult to find a US teen that doesn't use social media on a regular basis. The majority of young consumers ages 12 to 17 connect with their friends on social networks every...

    • Downloads: 13
  • For Customer Experience Professionals

    Report:The State Of Customer Experience Management In India, 2014

    Embrace Key Customer Experience Practices To Drive Business Outcomes

    Forrester, in collaboration with ActionEdge Knowledge Services, recently surveyed 89 customer experience (CX) professionals at organizations in India to assess the state of their CX management...

    • Downloads: 32
  • For Customer Experience Professionals

    Report:Case Study: How Delta Air Lines Soared In The Customer Experience Index

    Every year, Forrester uses the results of its Customer Experience Index (CXi) benchmark to see which firms made big strides in the race for customer experience excellence. In our 2014 data, we saw...

    • Downloads: 83
  • For Customer Insights Professionals

    Report:Take Lead-To-Revenue Management Beyond The Campaign

    Leverage Contextual Multichannel Marketing To Keep Pace With The Evolved B2B Buyer

    If your lead-to-revenue process is still driven by campaigns, you're behind the vanguard. Campaigns have lost power as a tactic to attract new buyers. And, campaigns have never been the most...

    • Downloads: 74
  • For eBusiness & Channel Strategy Professionals

    Report:2014 Global Mobile Banking Functionality Benchmark

    Benchmarks: The Mobile Banking Strategy Playbook

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the mobile banking offerings of 32 large retail banks in Western Europe, North America, and Australia. In general, the firms...

    • Downloads: 143
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2014: UK Online Grocery Sites

    Forrester evaluated the grocery websites of four supermarkets in the UK — Asda, Sainsbury's, Tesco, and Waitrose —using its Website Functionality Benchmark methodology. We selected the...

    • Downloads: 61
  • For eBusiness & Channel Strategy Professionals

    Report:Understand The Metrics That Drive Global eCommerce Success

    Benchmark: The eCommerce Globalization Playbook

    Online businesses recognize that not only is the global eCommerce opportunity massive, but that a global presence is necessary to be competitive in today's retail landscape. One of the major hurdles...

    • Downloads: 112
  • For CMO Professionals

    Report:CMOs Must Embrace Software's Role In Delivering A Compelling Brand Experience

    Software Must Enrich Your Brand

    This report, originally written for CIOs, includes content relevant to chief marketing officers (CMOs). And here's why: A perfect storm of technology change — mobile, social, and digital...

    • Downloads: 77
  • For eBusiness & Channel Strategy Professionals

    Report:Digital Disruption Hits Retail Financial Services

    Disruptors Deliver Superior Customer Experiences At A Lower Cost

    Digital disruption has arrived in retail financial services. Banks, insurers, and wealth management firms are besieged by a wave of disruptors that aim to use digital tools to deliver superior...

    • Downloads: 233
  • For Customer Experience Professionals

    Report:Collaborating Internally To Serve Empowered Customers — The Australian Approach

    In the age of the customer, businesses face a new era of increasingly empowered customers, shifting technology budgets and spending, and sputtering customer experience efforts. We wanted to know if...

    • Downloads: 60
  • For Security & Risk Professionals

    Report:Listen To Your Customers To Meet Financial Regulations

    The Consumer Financial Protection Bureau Is Changing The Face Of Customer Care

    Financial services firms face a new regulator in the Consumer Financial Protection Bureau (CFPB) that demands they pay more attention to customer complaints about services or products. The new...

    • Downloads: 34
  • For Marketing Leadership Professionals

    Report:The Social Technographics® Intensity Matrix Drives Tactical Success

    How To Target Your Audience's Favorite Social Behaviors And Sites

    In 2013, Forrester introduced two new data models — the Social Technographics® Score and the Social Technographics Intensity Matrix — to help you better understand your audiences'...

    • Downloads: 307
  • For Application Development & Delivery Professionals

    Report:Drive Unified Digital Customer Experiences With Better Technology Strategies

    Executive Overview: The Digital Experience Delivery Playbook

    Digital customer experience has become a key business differentiator and application development and delivery (AD&D) leaders of front-office, Web, mobile, and digital development must step up to...

    • Downloads: 1854
  • For Marketing Leadership Professionals

    Report:Brief: Don't Neglect Mobile Web Ads In Favor Of Apps

    In-App Ads Are Appealing, But They're Not A Panacea

    Smartphones have captured the attention of customers, and marketers are following suit by shifting a portion of their budgets into mobile advertising. But with mobile, unlike with desktop planning,...

    • Downloads: 88
  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: ING Vysya Boosts Customer Engagement With Its Banking App

    Use The IDEA Framework To Enhance Customer Engagement

    ING Vysya Bank, a midsize Indian private-sector bank, wanted to give its customers an always available, self-service direct banking channel to fulfill its business objective of increasing customer...

    • Downloads: 75
  • For Customer Experience Professionals

    Report:How To Make The Case For Customer Experience

    Four Business Case Models To Help You Win Funding For Your Customer Experience Program

    We're in the age of the customer, where unyielding competition, low barriers to entry, and disappearing sources of competitive advantage impede the path to profitability. Successful enterprises like...

    • Downloads: 291
  • For Customer Experience Professionals

    Report:Case Study: Best Western Great Britain Wins Validation For Customer Experience Strategy

    In 2010, Best Western International in Great Britain was a midmarket brand struggling to stand out in a sea of budget hotels and prove its value to customers. Partnering with customer experience...

    • Downloads: 63
  • For Customer Experience Professionals

    Report:Case Study: How PURE Insurance Built A Customer-Obsessed Business

    From its founding in 2006, Privilege Underwriters Reciprocal Exchange (PURE) set out to create a customer-obsessed business model that was differentiated from competitors. The result is a company...

    • Downloads: 91
  • For Application Development & Delivery Professionals

    Report:Define The Right Metrics For Tracking CRM Success

    Performance Management: The CRM Playbook

    Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of customer relationship management (CRM) initiatives. In addition to...

    • Downloads: 1720
  • For eBusiness & Channel Strategy Professionals

    Report:Retool Your Operations To Enable Store Fulfillment

    Shipping Products From Stores Drives Incremental Revenue But With Added Complexity

    Store fulfillment programs have propelled omnichannel integration efforts to be center stage for eBusinesses. Retailers are no longer debating the benefits of store fulfillment — instead, the...

    • Downloads: 104