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2556 results in Reports

  • Customer Experience Management
  • For Application Development & Delivery Professionals

    Report:See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold

    The Technology Arrives, But Does It Improve The Customer Experience?

    Despite a history of false starts, live video chat for eCommerce and customer support is now at the beginning of a viable adoption cycle. Early adopters — most notably Amazon — are...

    • For Application Development & Delivery Professionals

      Report:Digital Experience Platforms From Agencies And SIs: What's The Secret Sauce?

      Service Providers Still Have Much To Prove With Their PaaS Offerings

      Over the past year, many agencies and systems integrators have begun white labeling and directly licensing/selling digital experience platforms as a platform as a service (PaaS). This includes large...

      • Downloads: 56
    • For Enterprise Architecture Professionals

      Report:The Things We Do For… Data

      Many Apps Give You Something For Nothing — Well, Not Quite Nothing

      Forrester has noted the growing presence of applications and websites that provide free services just to capture consumer data and market it to third parties. This report reviews examples of the...

      • Downloads: 63
      • Comments: 1
    • For Infrastructure & Operations Professionals

      Report:Infrastructure Will Drive The Retail Store Experiences Of The Future

      In-Store Technology Is Too Critical For I&O To Be Left Out

      To engage customers, retailers are implementing new technologies to help increase the relevance of content, reduce shopper frustrations, and create pleasing experiences. For example, Burberry tags...

      • Downloads: 93
    • For CIO Professionals

      Report:Brief: The Home Depot's Age Of The Customer Transformation

      Senior Management's Digital Transformation Business Plan

      On Wednesday, March 19, 2014 at the International Strategy & Investment (ISI) Fourth Annual Retail Summit in Atlanta, Frank Blake, chairman and CEO of The Home Depot, talked about the firm's age of...

      • Downloads: 86
      • Rating:
    • For Customer Experience Professionals

      Report:Five Steps To Create And Sustain A Customer-Centric Culture

      Transforming cultures to be customer-centric is one of the toughest challenges that customer experience professionals face. That's because changing the culture of an organization requires the...

      • Downloads: 156
    • For eBusiness & Channel Strategy Professionals

      Report:Understand The Digital Business Landscape

      Landscape: The Digital Business Transformation Playbook

      To survive and thrive in the age of the customer, businesses must become digital. As an eBusiness professional, you face the growing reality that your customers, your touchpoints, your competitors,...

      • Downloads: 171
    • For eBusiness & Channel Strategy Professionals

      Report:Analyze This: Web Style Analytics Enters The Retail Store

      Privacy Remains A Significant Barrier For Adoption

      eBusiness leaders have a lot to offer retail store executives as they embark on injecting digital commerce technology into the physical store. Retail stores have been living in the analytical "dark...

      • Downloads: 122
    • For Application Development & Delivery Professionals

      Report:Responsive Web Mockup And Prototyping Tools Can Help Repair The Design-Development Rift

      Responsive web design (RWD) projects have thrown a wrench into traditional waterfall approaches. Design and development efforts need greater synchronization because of the complexity that RWD brings...

      • Downloads: 95
    • For Marketing Leadership Professionals

      Report:Mobile Is The Real Driver For US Social Media Growth

      ForecastView Document

      We recently published the Forrester Research Social Media Forecast, 2014 To 2019 (US). This report discusses how the mobile channel (which includes smartphones and tablets) will be a catalyst for the...

      • Downloads: 11
    • For CMO Professionals

      Report:Adopt The Customer Life Cycle To Win In The Age Of The Customer

      Executive Overview: The Customer Life-Cycle Marketing Playbook

      There is widespread recognition that the old way of marketing — driving awareness through push advertising — has sputtered and slowed in the wake of media fragmentation and the disruptive...

      • Downloads: 484
    • For CMO Professionals

      Report:Brief: The Future Of Voice Control Goes Far Beyond Dictation

      A Case Study In Digital Platform Power

      Digital platform providers Amazon.com, Apple, Facebook, Google, and Microsoft are competing fiercely to find the next big method to grab more minutes of attention. One of the most important tools in...

      • Downloads: 69
    • For CMO Professionals

      Report:B2B Marketing's Big Data Destiny

      How To Make Business Buyer Data Actionable

      Business-to-business (B2B) CMOs who make business decisions based on internal data, with all of its imperfections and gaps, risk the same fate as hikers who head off into the wilderness without a...

      • Downloads: 106
      • Rating:
    • For CMO Professionals

      Report:The Customer Life Cycle: A Blueprint For Customer-Obsessed Enterprises

      Vision: The Customer Life-Cycle Marketing Playbook

      Today's empowered customer has the world at her fingertips — literally — through the multiple connections to information, products, and opinions all throughout her day. Marketers who...

      • Downloads: 905
    • For CIO Professionals

      Report:2014 Technology Imperatives For US Healthcare Insurers

      US Healthcare Payers Are Rocked By A Regulatory Tsunami

      The healthcare payer market is being disrupted by new laws and regulations — especially the Affordable Care Act (ACA). In response to the new regulations, the health insurance industry is...

      • Downloads: 111
      • Comments: 1
      • Rating:
    • For Application Development & Delivery Professionals

      Report:Quick Take: Adobe Advances Mission Of Support For Digital Experiences

      Marketers want easy to use software that allows them to create, measure, and optimize digital experiences, while application development and delivery (AD&D) pros value deep technical capabilities and...

      • Downloads: 70
    • For eBusiness & Channel Strategy Professionals

      Report:European Retail Segmentation: Emerging Patterns Of Multitouchpoint Shopping

      Using Forrester's Online Retail Segmentation Data To Understand Multitouchpoint Shopping Behavior Across Europe

      European shoppers are embracing an ever increasing range of new devices and touchpoints across the path to purchase. eBusiness professionals must be prepared for the rise of multitouchpoint shopping....

      • Downloads: 119
    • For Application Development & Delivery Professionals

      Report:The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q2 2014

      Due Diligence Required: These Vendors Are Great At Supporting Enterprise Organizations

      In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Kana Enterprise, Microsoft, Moxie...

      • Downloads: 175
      • Rating:
    • For Application Development & Delivery Professionals

      Report:The Forrester Wave™: Customer Service Solutions For Small And Midsize Teams, Q2 2014

      Due Diligence Required: These Vendors Are Great At Supporting Small And Midsize Teams

      In Forrester's 84-criteria evaluation of customer service vendors for enterprise organizations, we identified the 11 most significant solution providers — Astute Solutions, eGain, Kana...

      • Downloads: 88
      • Rating:
    • For Marketing Leadership Professionals

      Report:Forrester Research Social Media Forecast, 2014 To 2019 (Asia Pacific)

      ForecastView Spreadsheet

      Total social media advertising spending within the five Asia Pacific (APAC) countries covered in this forecast -- Australia, China, India, Japan, and South Korea -- is expected to reach...

      • Downloads: 1
    • For Customer Experience Professionals

      Report:The Best And Worst Of Mobile User Experience

      Mobile presents an enormous opportunity to transform the customer experiences for those able to cope with relentless device permutations, demanding human factors, and expectant customers. Those...

      • Downloads: 368
      • Rating:
    • For Application Development & Delivery Professionals

      Report:14 Digital Customer Experience Tools To Engage With Your Customers

      Tools And Technology: The Digital Experience Delivery Playbook

      Software platforms and applications that support digital experiences present challenges to tech buyers, who are discovering a vast and immature market. Application development and delivery (AD&D)...

      • Downloads: 1286
      • Rating:
    • For Customer Insights Professionals

      Report:Decipher The Digital Intelligence Technology Code

      Tools And Technology: The Digital Intelligence Playbook

      Delivering on the vision of digital intelligence requires a strong technology commitment to support broad data, analysis, and action requirements. But many organizations fail to develop a...

      • Downloads: 131
    • For Application Development & Delivery Professionals

      Report:The State Of Digital Experience Delivery, 2014

      Benchmarks: The Digital Experience Delivery Playbook

      Forrester recently surveyed 148 technology, marketing, and business professionals with decision-making roles in digital experience (DX) delivery technologies, and asked them about their strategies...

      • Downloads: 221
      • Comments: 1
      • Rating:
    • For eBusiness & Channel Strategy Professionals

      Report:The Global eCommerce Opportunity

      Landscape: The eCommerce Globalization Playbook

      Gone are the days when most brands offered just one or two international sites: Today, a global eCommerce footprint is the end goal. To reach that goal, companies are taking a strategic look at the...

      • Downloads: 1282
      • Rating: