Forrester

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: 1077
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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: 179

For Application Development & Delivery Professionals

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

Landscape: The Digital Experience Delivery Playbook

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: 192

For eBusiness & Channel Strategy Professionals

Report:Trends 2013: US Retail eBusiness

As US online retail continues to grow and capture shopper wallet share, online retail executives must determine the best areas on which to focus their limited resources, particularly given the number...

• Downloads: 372
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For Application Development & Delivery Professionals

Report:Capitalize On The Digital Experience Imperative With Better Governance

Processes: The Digital Experience Delivery Playbook

Organizations still struggle to get the right content to the right consumers at the right time. Outdated technologies, policies, and procedures mean that IT can't keep pace with the business' demands...

• Downloads: 222

For eBusiness & Channel Strategy Professionals

Report:The Luxury Retailer's Guide To Agile Commerce

A new breed of luxury goods online shopper has arrived that is young, tech-savvy, Internet-aware, mobile-enabled, and embracing tablets fast. This new breed of global consumer is keen to find fresh...

• Downloads: 296

For Application Development & Delivery Professionals

Report:Creating Your Transformation Strategy For Digital Experience Delivery

Strategic Plan: The Digital Experience Delivery Playbook

Digital customer experience is the next big opportunity for application development and delivery (AD&D) professionals. Business leaders responsible for marketing, sales, and support need advice and...

• Downloads: 381
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For eBusiness & Channel Strategy Professionals

Report:Driving Agile Commerce Transformation

Continuous Improvement: The Agile Commerce Playbook

Organizations face a number of roadblocks to executing on an agile commerce vision. Legacy technology, siloed KPIs, and a lack of understanding of how customers really use emerging touchpoints can...

• Downloads: 339

For Customer Experience Professionals

Report:Improve Your Digital Customer Experience

Executive Overview: The Digital Customer Experience Improvement Playbook

Today's multichannel customers demand better experiences than they get from firms that design underperforming one-off touchpoints. Faced with an expanding ecosystem of legacy websites, mobile sites,...

• Downloads: 902
• Comments: 2
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For Customer Experience Professionals

Report:Scenario Design Unifies The Splinternet Customer Experience

Vision: The Digital Customer Experience Improvement Playbook

Companies have historically failed to meet the needs of their customers in individual channels. As customers increasingly engage with multiple channels in pursuit of a single goal, companies need to...

• Downloads: 774
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For eBusiness & Channel Strategy Professionals

Report:2012 US Mobile Banking Functionality Rankings

Forrester Evaluates The Top Four Banking Providers' Client-Facing Mobile Offerings

Mobile banking adoption is growing at a rapid rate, and banking providers continue to invest more and more resources in their mobile services. We applied our Mobile Banking Functionality Benchmark...

• Downloads: 997
• Comments: 2
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For Application Development & Delivery Professionals

Report:Digital Experience Strategy: Follow These Three Mega Rules To Beat The Competition In 2012

Application Development Professionals Must Become Experience Creators

Ultimately, customers don't judge you based on how well you gather business requirements, choose development technologies, manage projects, or march through the development process — they judge...

• Downloads: 868

For eBusiness & Channel Strategy Professionals

Report:Agile Commerce Is Coming Of Age For European Retailers

No Matter What Their Maturity, European eBusiness Success Will Hinge On An Effective Cross-Touchpoint Strategy

The most visionary European multichannel retailers are beginning their transformation toward agile commerce and are reaching out to their customers on new touchpoints — mobile, social, etc....

• Downloads: 395

For Customer Experience Professionals

Report:Use Visual Design To Help Unify The Digital Customer Experience

Customers expect the companies they do business with to coordinate services and designs across channels. The first — and most elemental way — to demonstrate and deliver on this...

• Downloads: 514

For eBusiness & Channel Strategy Professionals

Report:Online Retailing In Australia 2011: Performance And Channels

Over the past year, Australian online retail enjoyed increased levels of investment and grew rapidly, but at the end of this period the sector otherwise looked much like it did at the start. In...

• Downloads: 290

For eBusiness & Channel Strategy Professionals

Report:How Dutch Banking Customers Use Different Channels, 2011

The Netherlands continues to be the leader in online banking adoption in Europe. With just 9% of Dutch consumers using branches and 85% using online banking each month, the Web has become the heart...

• Downloads: 439

For Customer Experience Professionals

Report:Health Insurers Still Struggle To Deliver Positive Multichannel Customer Experiences

Why Insurers Need To Raise Their Customer Experience Game

In a world of proliferating communication and service channels, health insurers are increasingly adding new touchpoints in efforts to satisfy customers and complement existing channels. But consumers...

• Downloads: 562

For eBusiness & Channel Strategy Professionals

Report:The Multi-Touchpoint, Agile Commerce Consumer

How Consumers Research, Buy, And Get Service, 2011

In their transition to agile commerce, companies must understand how consumers are interacting and using multiple touchpoints to research, transact, and get service. Customers no longer stick to...

• Downloads: 956

For Customer Experience Professionals

Report:How Consumers Research, Buy, And Get Service, 2011

Forrester asked consumers about the channels they use when researching, buying, and getting customer service. In-store experiences were the most popular and the most satisfying across activities,...

• Downloads: 885

For Customer Experience Professionals

Report:Mastering Emotional Experience Design: Develop A Coherent Personality

Today's cookie-cutter digital experiences fail to leave lasting impressions on customers, in part because they lack a coherent personality. Companies hoping to engage their customers in digital...

• Downloads: 693

For eBusiness & Channel Strategy Professionals

Report:Mobile Is Not Just Another Channel

How eBusiness Executives Can Create Unique Offerings For Portable Devices

eBusiness professionals often start mobile initiatives by thinking, "How do I scale down my PC-based web experience and leverage my existing infrastructure?" This approach is pragmatic in that it is...

• Downloads: 1832

For Customer Experience Professionals

Report:Reviewer's Guide: Cross-Channel User Experience Review 8.0

This is the reviewer's guide for Forrester's Cross-Channel User Experience 8.0 scorecard.

• Downloads: 26

For eBusiness & Channel Strategy Professionals

Report:The State Of Retailing Online 2010: Marketing, Social Commerce, And Mobile

The annual fielding of "The State of Retailing Online," a Shop.org study conducted by Forrester Research, asked Web retailers to share levels of interactive marketing spend, effectiveness of social...

• Downloads: 2620

For Customer Experience Professionals

Report:How Companies Improve Their Customer Experience Index Scores

Decision-makers at firms with low Customer Experience Index (CxPi) scores are more likely to say that they have insufficient budgets and lack executive support as well as less likely to say that they...

• Downloads: 943

For Customer Experience Professionals

Report:Attention Health Plans: Consumers Want Control Over Their Communications Preferences

Health plans want to engage consumers, but are their communications getting through? Consumers want control over their communications preferences, and only a third say that health plans do a good job...

• Downloads: 484