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2699 results in Reports

  • Customer Experience Management
  • For Application Development & Delivery Professionals

    Report:Facebook's Place In A BT Application Development Strategy

    Access To Its Customer Community Is Facebook's Biggest Asset, But Login And Mobile Services Have Broader Potential

    Facebook is the best-known social network in the world, but for developers it's becoming much more. Facebook's APIs and recent acquisitions position it for developing customer-facing systems of...

    • Downloads: 26
  • For Customer Experience Professionals

    Report:The Right Mobile Usability Testing Tool

    Mobile is a leading driver of customer experience (CX) innovation, but a bad mobile experience can turn away customers for good. That's why CX professionals should embrace tools and services...

    • Downloads: 81
  • For Customer Experience Professionals

    Report:Case Study: How DBS Reinvented The Asian Banking Experience

    DBS Bank is a prominent financial services group in Asia with more than 250 branches across 17 markets. Battling for customers in highly competitive markets like Singapore, China, and India, DBS...

    • Downloads: 27
  • For Customer Insights Professionals

    Report:Safeguard Your Social Intelligence Strategy

    Managing Privacy, Risk, And Compliance Challenges When Listening To And Leveraging Social Data

    The more granular you get when collecting and analyzing social data, the more value you can extract with meaningful customer segmentation, affinity mapping, and other valuable customer insights. The...

    • Downloads: 40
  • For Customer Insights Professionals

    Report:Optimize Customer Experiences With Digital Intelligence

    Executive Overview: The Digital Intelligence Playbook

    The simple analysis of aggregated online customer interactions with websites is not enough for firms to truly understand and optimize customer experiences in the age of the customer. Digital...

    • Downloads: 804
  • For Customer Experience Professionals

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

    The only way to compete effectively in the age of the customer is to become truly customer obsessed. To help firms achieve this goal, this report sheds light on the current state of customer...

    • Downloads: 47
  • For eBusiness & Channel Strategy Professionals

    Report:Globalize Your eBusiness Organization Structure

    Organization: The eCommerce Globalization Playbook

    The Internet has flattened the world, meaning many digital teams now have an international, if not global, mandate. With many markets suffering from poor domestic growth rates, eBusiness executives...

    • Downloads: 64
  • For eBusiness & Channel Strategy Professionals

    Report:Build A Pervasive Corporate Mobile Competency

    Organization: The Mobile eBusiness Playbook

    Mobile strategy has evolved since 2010. Then, a mobile strategy equated to a mobile services road map and technology platform choices. An individual or small team could both create a strategy and...

    • Downloads: 506
  • For Infrastructure & Operations Professionals

    Report:Optimize Scalable Workload-Specific Infrastructure For Customer Experiences

    New Options For Configuring Highly Scalable Systems Can Improve The ROI Of Infrastructure Investments

    You face the difficult task of designing the expansive and scalable infrastructure that supports many of your new customer-facing systems of engagement and their associated analytics. Do not fall...

    • Downloads: 74
  • For Customer Experience Professionals

    Report:Market Overview: Where To Get Help With Culture Transformation

    Companies that want their cultures to become customer-obsessed will typically require help in making the change. Fortunately, a wide range of consultancies offer services that enable this...

    • Downloads: 101
  • For eBusiness & Channel Strategy Professionals

    Report:The Impact Of Beacons In Retail

    Vendors Forge Partnerships While Retailers Deploy Pilots

    Retail organizations today are rapidly deploying beacon pilots based on Bluetooth low energy (BLE). While this indoor location technology offers the ability to identify a unique shopper within the...

    • Downloads: 154
  • For eBusiness & Channel Strategy Professionals

    Report:Best Practices In Mobile Financial Sales

    Digital Teams Must Use Context To Be Relevant And Earn Sales

    As mobile touchpoints displace PCs, branches, advisors, and agents at the heart of customers' relationships with financial services firms, digital executives need to step up their mobile marketing...

    • Downloads: 111
  • For Marketing Leadership Professionals

    Report:Get To Know Mobile Tactics

    Tools And Technology: The Mobile Marketing Playbook

    Smartphone adoption is increasing and propelling your audience into the growing segment of always addressable customers. A key touchpoint for these mobile-savvy and connected consumers, smartphones...

    • Downloads: 692
  • For CIO Professionals

    Report:Closing The Experience Gaps

    Adopt A New Experience Architecture And Philosophy To Bridge Gaps In Performance, Convenience, Personalization, And Trust

    Improving customer experience is now the No. 1 priority of business executives. And as Forrester's revised Customer Experience Index makes clear, simply meeting needs is not enough to deliver...

    • Downloads: 184
  • For CIO Professionals

    Report:Bridge Complex Customer Journeys With Continuous Business Services

    Continuous Improvement: The Business Technology Agenda Playbook

    Digitally empowered customers are redefining how business is won, forcing firms to become digital businesses that leverage digital technologies across the ecosystem. Winning in this fast-paced...

    • Downloads: 100
  • For Customer Insights Professionals

    Report:Partnerships Accelerate Customer Insights

    How Outside Firms Help Tackle Transformation Challenges

    Customer insights (CI) professionals and marketing leaders who have yet to transform from a product-focused to customer-centric strategy and cash in on the promise of turning customer data into big...

    • Downloads: 87
  • For Marketing Leadership Professionals

    Report:Build An Engagement Strategy For Europe's Social Snackers

    Aim For Social Depth Marketing And Audience Interaction Habits Using Social Technographics®

    European online consumers are more reserved in social channels compared with other markets; we say they "snack" in social channels because they treat the channels as interesting but nonessential....

    • Downloads: 45
  • For Customer Experience Professionals

    Report:The Data-Driven Design Revolution

    We have entered a new age — one in which the attitudes, rules, and behaviors that govern how firms use data are radically transforming. Highly agile startups and flat organizations are giving...

    • Downloads: 209
  • For Marketing Leadership Professionals

    Report:The State Of Consumers And Technology: Benchmark 2013, China

    China Consumer Technographics®

    This report provides an overview of metropolitan Chinese online consumers' behaviors and technology attitudes. In general, they are enthusiastic mobile owners and social participants. China is a...

    • Downloads: 15
  • For Marketing Leadership Professionals

    Report:Use Social Content Curation Tools To Feature Your Consumers

    Choose Solutions That Showcase Brand Experiences And Drive Exploration

    Chances are, you've stumbled on a media gallery on a brand's social hub or online product catalog and scrolled through photos of blissful customers wearing, eating, or posing with a product. This is...

    • Downloads: 82
  • For Application Development & Delivery Professionals

    Report:Overcoming Barriers To Modern Application Delivery

    Assessment: The Modern Application Delivery Playbook

    Increasing expectations from customers and increased competition have raised the stakes for application delivery leaders. Many leaders know they need to improve, but struggle with what to do and...

    • Downloads: 133
  • For Application Development & Delivery Professionals

    Report:How Customer Obsession Is Remaking The AD&D Landscape

    Landscape: The Application Development Strategy, Structure, And Sourcing Playbook

    The central role of software in customer-facing business activities has begun to redraw the map of application development and delivery (AD&D) teams and processes. Why? Customer engagement software...

    • Downloads: 110
  • For Application Development & Delivery Professionals

    Report:The 10 Questions To Help Find The Best-Fit Digital Experience Partner

    Separate The Imposters From The Real Deal For Digital Experience Delivery Services

    The scope of what constitutes a digital agency's capabilities has expanded to the point where it can mean almost anything. For digital experience delivery work, this includes everything from customer...

    • Downloads: 107
  • For CIO Professionals

    Report:Top Technologies For Your BT Agenda

    Tools And Technology: The Business Technology Agenda Playbook

    In today's competitive environment, investing in business technologies is central to companies' ability to win, serve, and retain customers. Business execs know this, but they don't think that their...

    • Downloads: 217
  • For CMO Professionals

    Report:Digital Experiences Help Build A Resonant Hotel Brand

    Technographics® TRUE Brand Compass: Hotels

    Chief marketing officers (CMOs) have a steep hill to climb to earn consumer brand preference, referral, and pricing power. In the hotel industry, strong brand resonance will be crucial as consumers...

    • Downloads: 67