Forrester

For Customer Experience Professionals

Report:Prototyping For Customer Experience

Prototypes fuel ideation, provide a vehicle for gathering user feedback, and facilitate communication by exposing design assumptions. Customer experience professionals who understand the benefits and...

• Downloads: 120

For Customer Experience Professionals

Report:Interactive Design Agency Overview, Europe 2013

Companies doing business in Europe need vendors that can help them differentiate their brands in an increasingly complex digital landscape. As European consumers continue to adopt new digital...

• Downloads: 63
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For Customer Experience Professionals

Report:What Chinese Consumers Expect From Website Experiences

Chinese websites don't look very much like their Western counterparts. But as the principles of effective site design become more well-known, don't expect Chinese sites to fully adopt Western...

• Downloads: 119
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For Customer Experience Professionals

Report:How Companies Improved Their Customer Experience Index Scores, 2013

Best Practices: The Experience-Driven Organization Playbook

Every year, Forrester uses the results of its Customer Experience Index benchmark to see which firms made big strides in the race for customer experience excellence. This report summarizes what we...

• Downloads: 431
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For Infrastructure & Operations Professionals

Report:Build A Road Map For Workforce Computing

Road Map: The Workforce Enablement Playbook

This report outlines Forrester's solution to help IT infrastructure and operations (I&O) leaders develop their five-year technology road map for workforce computing. This is important because into...

• Downloads: 159
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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: 1210
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For CMO Professionals

Report:Align Your Global Marketing Organization To Deliver On 21st Century Brand Building

Consumers have higher expectations of 21st century brands, requiring marketers to rethink how they navigate the brand, from reestablishing the brand's North Star to creating a consistent set of brand...

• Downloads: 124

For eBusiness & Channel Strategy Professionals

Report:2013 US Mobile Banking Functionality Rankings

Forrester Evaluates The Four Largest Banks' Retail Mobile Offerings

With customer expectations rising and substantial business at stake, digital banking strategy teams know they need to keep improving their mobile services. This is one of three reports that detail...

• Downloads: 294

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: 496
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For Customer Experience Professionals

Report:Customer Experience In The Post-PC Era

The rapid consumer adoption of mobile devices, new interfaces, and the changing behaviors they encourage have fundamentally changed how customers engage with companies. Gone are the days when...

• Downloads: 566
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For Customer Experience Professionals

Report:Tools For Mastering The Customer Experience Ecosystem

Processes: The Customer Experience Ecosystem Playbook

To make meaningful customer experience improvements, organizations need to align their customer experience ecosystems. That requires understanding customers' deep needs, viewing interactions from the...

• Downloads: 520
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For eBusiness & Channel Strategy Professionals

Report:Case Study: SunTrust Reboots Its Digital Platform

Responsive Web Design And Agile Development Prove A Winning Formula

With mobile and tablet usage now mainstream, Forrester believes that eBusiness teams must find time-to-market and cost efficiencies in their digital development processes. In previous research we...

• Downloads: 198

For Enterprise Architecture Professionals

Report:How To Successfully Set Up IT Infrastructure For Your Business In China

For the thousands of foreign companies that establish business operations in China every year, one of the first things on their to-do lists is setting up IT infrastructure, including horizontal and...

• Downloads: 86
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For Customer Experience Professionals

Report:The State Of Customer Experience Management, 2013

Landscape: The Customer Experience Management Playbook

Customer experience management (CEM) is top of mind for many companies as they kick off 2013. This report sheds light on the current state of CEM, using data we collected from our Customer Experience...

• Downloads: 569
• Comments: 2
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For Customer Experience Professionals

Report:The Customer Experience Ecosystem

Vision: The Customer Experience Ecosystem Playbook

Even companies that make customer experience a strategic priority struggle to implement major long-lasting improvements. That's because they fail to connect behind-the-scenes activities to customer...

• Downloads: 3189

For Customer Experience Professionals

Report:How To Map Your Customer Experience Ecosystem

Assessment: The Customer Experience Ecosystem Playbook

Customer interactions are shaped by a complex set of interdependencies that Forrester calls the customer experience ecosystem. In order to make significant and long-lasting customer experience...

• Downloads: 626

For Application Development & Delivery Professionals

Report:Market Overview: Digital Experience Service Providers

Turn The Odd Couple Into The Power Couple

Selecting a digital experience service provider is a complex and stressful task. In many cases, marketing teams select the service providers and oversee product selection, leaving IT to support and...

• Downloads: 348
• Comments: 2
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For CMO Professionals

Report:Rethink Marketing In The Buyer's Context

How B2B Marketers Need To Recast Their Approach

Business-to-business (B2B) marketers must face a new reality: Empowered customers are educating themselves through professional and peer-created content that is available online. Many claim to...

• Downloads: 366
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For Marketing Leadership Professionals

Report:Emerging Touchpoints Require A Marketing Mind Shift

Vision: The Emerging Touchpoints For Marketing Playbook

Emerging technologies — from smart objects and wearables to behind-the-scenes taxonomy tools — radically change how your customers think, act, and relate to others. Marketers who try to...

• Downloads: 449
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For Customer Experience Professionals

Report:The State Of The Art Of Personas

Personas Have Evolved To Support Differentiated Customer Experience Design In The Age Of The Customer

Personas offer a proven solution for a common design challenge: Keeping the end user in mind during all phases of design, development, and testing. Recently, shortsighted firms have wrongly dismissed...

• Downloads: 827
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For Customer Experience Professionals

Report:Planning A Co-Creation Workshop? Sweat The Details

Best Practices For Including Customers, Employees, And Partners In Customer Experience Design

Co-creation — the practice of involving people from across the customer experience ecosystem in the experience design process — is a valuable and versatile methodology, but it usually...

• Downloads: 188
• Comments: 2

For Application Development & Delivery Professionals

Report:Choose Digital Experience Tools To Engage With Customers In A Cross-Channel World

Tools And Technology: The Digital Experience Delivery Playbook

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

• Downloads: 591
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For Application Development & Delivery Professionals

Report:Navigate The Future Of CRM In 2013

Vision: The CRM Playbook

The only source of competitive advantage is the one that can survive technology-fueled disruption: an obsession with understanding, connecting with, serving, and delighting customers. But as...

• Downloads: 2099
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For Customer Experience Professionals

Report:Digital Customer Experience Trends To Watch, 2013

Landscape: The Digital Customer Experience Improvement Playbook

Digital touchpoints support an increasingly large percentage of the overall customer experience. 2012 saw the emergence of several important digital customer experience trends that will gain momentum...

• Downloads: 1586
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For Customer Experience Professionals

Report:Executive Q&A: Customer Experience Co-Creation

Despite professed customer centricity, many firms don't think to involve customers, employees, or key delivery partners in the experience design process. This oversight costs firms precious time and...

• Downloads: 256
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