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126 results in Reports

  • Cross Channel Strategies
  • For Customer Insights Professionals

    Report:Innovate To Become Attribution Masters

    Continuous Improvement: The Cross-Channel Attribution Playbook

    Cross-channel attribution advances traditional marketing performance measurement approaches by connecting and accurately measuring different interaction points across marketing tactics, channels, and...

    • For Customer Insights Professionals

      Report:The Forrester Wave™: Cross-Channel Campaign Management, Q3 2014

      The Nine Providers That Matter Most And How They Stack Up

      In Forrester's 41-criteria evaluation of cross-channel campaign management (CCCM) vendors, we identified the nine most significant software providers in the category — Adobe, IBM, Infor, Pitney...

      • 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...

        • For Application Development & Delivery Professionals

          Report:Create Your Digital Experience Delivery Strategy

          Strategic Plan: The Digital Experience Delivery Playbook

          Digital customer experience isn't the next big opportunity for application development and delivery (AD&D) professionals; it's here now. Business leaders responsible for marketing, sales, and support...

          • Downloads: 952
        • For eBusiness & Channel Strategy Professionals

          Report:Choose The Right Mobile Banking Solution

          Tools And Technologies: The Mobile Banking Strategy Playbook

          Rising mobile banking adoption, coupled with increasing customer expectations, means banks are under pressure to develop advanced mobile banking capabilities. Urgent business needs often make banks...

          • Downloads: 1441
        • For CIO Professionals

          Report:Serving Your Customer-Obsessed Employees

          Analyze And Close Your Customer Engagement Technology Gap

          In the age of the customer, every employee has a responsibility to win, serve, and retain customers, directly, indirectly, or, in the case of customer-obsessed employees, both. As the head of the...

          • Downloads: 130
        • For eBusiness & Channel Strategy Professionals

          Report:US Retail Segmentation: Gen Y Online Shoppers

          Using Forrester Technographics® To Profile Generation Y Online Shoppers In The US

          In the US, Gen Y is a digitally savvy segment that frequently buys online through a number of touchpoints and will continue to be a core segment for US online retailers for years to come. eBusiness...

          • Downloads: 401
        • For Application Development & Delivery Professionals

          Report:Four Essential Digital Experience Governance Practices

          Processes: The Digital Experience Delivery Playbook

          Governance is the dreaded "G word" for many organizations. It paints a picture of archaic rules, ineffective bureaucracy, and outdated processes that stifle innovation. But given the multichannel,...

          • Downloads: 666
        • For Customer Insights Professionals

          Report:Quick Take: Google Acquires Adometry

          Google Acknowledges The Significance Of Measuring The Customer Purchase Path

          On May 6, 2014, Google announced its intent to acquire Adometry, a software-as-a-service (SaaS) cross-channel attribution provider focused on providing deeper insights to marketing and media...

          • Downloads: 143
        • For eBusiness & Channel Strategy Professionals

          Report:European Cross-Channel Retail Sales Forecast, 2013 To 2018

          Tracking The Growing Influence Of The Web On European Retail Brick-And-Mortar Sales

          By 2018, Forrester forecasts that 44% of all retail sales in Europe will be offline sales that are influenced by the Web. The growth of these cross-channel retail sales emphasizes the importance of a...

          • Downloads: 224
        • 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: 300
        • 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: 248
        • For eBusiness & Channel Strategy Professionals

          Report:The ROI Of Digital Business Transformation

          Business Case: The Digital Business Transformation Playbook

          Kick-starting a digital business transformation can be a daunting prospect for an eBusiness professional. Firms are investing tens and even hundreds of millions of dollars in the wholesale...

          • Downloads: 910
        • For eBusiness & Channel Strategy Professionals

          Report:Sustain A Digital Culture

          Continuous Improvement: The Digital Business Transformation Playbook

          Organizations face a number of roadblocks as they transform to become truly digital businesses. Legacy technology, siloed KPIs, and a lack of understanding of how customers really use emerging...

          • Downloads: 740
        • For eBusiness & Channel Strategy Professionals

          Report:Manage The Cross-Touchpoint Customer Journey

          Processes: The Digital Business Transformation Playbook

          Today's consumer engages through a variety of touchpoints, yet many brands struggle to deliver cross-touchpoint experiences. Too many firms focus on each touchpoint in isolation and fail to enable...

          • Downloads: 2046
        • For Application Development & Delivery Professionals

          Report:Connect The Dots Between Customer Self-Service And Contact Centers

          Capturing Interaction Data From Multiple Self-Service Touchpoints To Increase Revenue And Effectiveness And Cut Costs

          As self-service systems of engagement channels such as mobile, the Web, and interactive voice response (IVR) peel off an increasing number of straightforward customer service requests, the tougher...

          • Downloads: 469
        • For Application Development & Delivery Professionals

          Report:Navigate The Future Of Customer Service In 2014

          Vision: The Contact Centers For Customer Service Playbook

          In the age of the customer, executives don't decide how customer-centric their companies are — customers do. Changes such as the explosion of digital communications, mobility, and the...

          • Downloads: 2698
        • For Customer Experience Professionals

          Report:The Best And Worst Of Unified Experiences, 2014

          Benchmarks: The Digital Customer Experience Improvement Playbook

          Today's multitouchpoint customers expect unified experiences that smooth transitions across interactions. To help companies detect and codify systemic problems that affect their customers' ability to...

          • Downloads: 495
        • For Application Development & Delivery Professionals

          Report:Advance To Next-Generation Personalization

          Support Relevant Digital Experiences In The Multichannel World With Contextual Experiences

          Organizations have long personalized their websites for customer segments. Now they need to go further, first by delivering the right experience to the right user at the right time and on the right...

          • Downloads: 1193
        • For Application Development & Delivery Professionals

          Report:Case Study: Large-Scale Multicountry Banking Platform Rationalization

          With Working Capital At Risk, A Bank Realized Business Benefits And Savings Via A Powerful Cross-Geography, Cross-Channel Front-End

          Banking platforms are critical business infrastructure — and many banks today need to transform their banking landscape to remain fully competitive. However, quantitative benefits late in the...

          • Downloads: 212
        • For eBusiness & Channel Strategy Professionals

          Report:Five Pitfalls To Avoid When Executing A Retail eCommerce Strategy

          Processes: The Retail eCommerce Playbook

          Retail eCommerce has nearly two decades of experience under its belt, so companies in the early stages of web retail can now follow a fairly established set of best practices. This report is a...

          • Downloads: 661
        • For eBusiness & Channel Strategy Professionals

          Report:Case Study: Amtrak Brings Rail Ticketing Into The 21st Century

          Mobile Ticketing Heralds A Cultural Revolution For Amtrak

          When Amtrak's senior director of business mobile systems set about bringing the rail ticketing process into the 21st century, he faced a double challenge. He was not only embarking on an ambitious...

          • Downloads: 143
        • For Customer Experience Professionals

          Report:The Unified Customer Experience Imperative

          Delivering Experience Excellence Across A Fractured Network Of Digital Touchpoints

          Today's digital landscape is distributed across an array of touchpoints and devices. With customers able to interact through multiple channels at any given moment, firms need to ensure that they...

          • Downloads: 1671
        • For eBusiness & Channel Strategy Professionals

          Report:eBusiness Teams' Two Paths To Cross-Channel Measurement Success

          In The Long Term, Cross-Channel Measurement Is An Enterprisewide Concern, But In The Near Term, eBusiness Must Act Now

          eBusiness and channel strategy professionals have a lot on their plates these days: Consumers are moving across channels for sales and service, spanning digital touchpoints like Twitter and public...

          • Downloads: 316
        • For Application Development & Delivery Professionals

          Report:Contextual Delivery And Cross-Channel Analytics Revolutionize Digital Experiences

          Understand The Changing Technology Landscape To Identify New Areas Of Opportunity

          AD&D pros have had an uphill journey to support digitally enabled customer experiences as they navigate the coordination of existing investments and management of a complicated technology ecosystem....

          • Downloads: 570