Forrester

For Customer Experience Professionals

Report:Banks And Retailers: You Cannot Price Your Way Out Of Bad Customer Experiences

Why Customer Experience Matters More To Loyalty Than Price

Have you ever wondered whether it makes more sense to invest in customer experience or in dropping your prices to improve customer loyalty? We tested the relationship between customers' perceptions...

• Downloads: 203

For Application Development & Delivery Professionals

Report:Global Banking Platform Deals 2012

Market Heat Returns After A Prolonged Cooldown

Forrester surveyed 29 vendors of globally deployed banking platforms on their 2012 deals. The results indicate a growing market: We counted nearly 20% more deals in 2012 than in 2011 among firms that...

• Downloads: 152
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For Customer Experience Professionals

Report:How CX Professionals Can Use VoC To Surface Pricing Issues

Inject Customer Experience Insights Into Pricing Decisions

Pricing can make or break the customer experience (CX). However, most voice of the customer (VoC) programs don't deliver comprehensive data on customers' perception of pricing. This report will show...

• Downloads: 173
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For Marketing Leadership Professionals

Report:Fitness Wearables — Many Products, Few Customers

Product Strategists Must Broaden Wearables' Appeal Beyond Fitness

Wearable devices are part of the next wave of growth and innovation in personal computing, a phenomenon we call "smart body, smart world." Wearables could target any use case, from gaming to...

• Downloads: 264
• Comments: 1

For CIO Professionals

Report:Voice And Messaging Are Not Dead

Prepare For The Implications Of Over-The-Top Communications

Telecom carriers' core revenue base, voice and messaging, is under attack from the over-the-top (OTT) business model. Given the financial importance of voice and messaging revenues for carriers, they...

• Downloads: 207
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For Marketing Leadership Professionals

Report:Digital Health Management Needs A Makeover To Broaden Its Consumer Appeal

Forrester Technographics Digital Consumer Community Report

Tracking and managing personal health information — with technology or without — is not a mainstream consumer activity today. There are multiple reasons for this: Consumers lack...

• Downloads: 7

For eBusiness & Channel Strategy Professionals

Report:Market Overview: Subscription And Recurring Billing Solutions 2012

Few industries are immune from the digitization of experiences, content, services, and products. In this era of cloud computing and consumer mobile devices, today's digital products have evolved from...

• Downloads: 352
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For CIO Professionals

Report:The Future Of Over-The-Top Services

As Carriers Move To Embrace OTT, Enterprises Will Benefit

Over the top (OTT), the network-agnostic delivery of digital services, marks an important shift in the delivery and consumption of information and communications technology (ICT) services. OTT breaks...

• Downloads: 485
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For Sales Enablement Professionals

Report:Asian Business Leaders Increasingly Lead Tech Buying Processes

In Asia, the CIO no longer has sole responsibility for making tech investment decisions. Consumerization and the increasing role of technology as a business enabler are pushing...

• Downloads: 22
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For Marketing Leadership Professionals

Report:Smart Body, Smart World

Sensors, Algorithms, And Psychology Will Power The Next Phase Of Personal Computing

Sensor-laden devices (SLDs) such as wearables and embedded devices — sometimes called "the Internet of Things" — will drive the next phase of growth in personal computing and have the...

• Downloads: 573
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For Sourcing & Vendor Management Professionals

Report:Software Asset Inventory, H2 2012

In July 2012, Forrester Research analyzed the software asset portfolios of 16 large global providers of IT services. During this process, Forrester received a total of 545 artifacts and...

• Downloads: 98
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For Customer Experience Professionals

Report:Humdrum Hardware: Why Google And Microsoft Are Goading Their Partners To Innovate

Google Nexus and Microsoft Surface Force OEMs To Up Their Games

Google's and Microsoft's efforts to launch first-party hardware, form exclusive partnerships, and acquire partners are disrupting the status quo within their ecosystems. These changes are driven...

• Downloads: 201

For Sales Enablement Professionals

Report:Gaining Executive-Level Access

Executive buyers respond well to clear, personalized, easily scannable emails as a way to raise their interest in taking a meeting. The things that motivate executives to take a meeting fall into two...

• Downloads: 76

For CIO Professionals

Report:Forrsights: European Companies Start To Embrace New Systems Of Engagement

Our Software Decision-Maker Survey Shows A Shift In Emphasis From Systems Of Records To Systems Of Engagement

During November 2011 and December 2011, Forrester surveyed 676 software decision-makers across Germany, France, and the UK to determine their spending priorities around software. With new systems of...

• Downloads: 173
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For CIO Professionals

Report:Mobile's Ascendance Will Accelerate IT Services Restructuring

The IT Services Opportunity In Systems Of Engagement

Mobile is more than just a pretty face. New platforms will usher in a whole new class of systems focused on engaging customers, employees, and business partners. The move to systems of engagement and...

• Downloads: 278
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For eBusiness & Channel Strategy Professionals

Report:Why The Digital Wallet Wars Matter

Smart, Convenient Commerce Experiences Will Win

Digital wallets will transform the payments ecosystem. They are the subject of much discussion in 2012, as product strategists from startups, mobile operators, financial juggernauts, and giant...

• Downloads: 1111
• Comments: 4
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For Marketing Leadership Professionals

Report:NFC: What Lies Beyond Contactless Payments

How NFC Will Enable New Product Experiences By Bridging The Physical And Digital Worlds

Forrester estimates that close to 100 million Near Field Communication (NFC) devices will ship in 2012. As it finally moves past the chicken-or-egg stalemate of the past five years, the contactless...

• Downloads: 826
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For Application Development & Delivery Professionals

Report:The New Software Paradigm: Buy-, Deploy-, And Pay-As-You-Like

New Flexible Business Models Cannibalize Traditional Software Markets

Software is the biggest and fastest growing of all tech industry segments. However, its growth is fueled by disruption — new technologies and changing market demand are cannibalizing...

• Downloads: 354

For Marketing Leadership Professionals

Report:The Rise Of Post-PC Productivity

App Innovators Disrupt The Value Chain Of PC-Era Software Giants

Post-PC devices such as smartphones and tablets inspire new productivity scenarios, and their app stores introduce new ways to distribute and monetize software. Billions of dollars are at stake:...

• Downloads: 404

For Marketing Leadership Professionals

Report:Best Practices: How To Implement A Mobile Product And Service Road Map

After jumping on the iPhone and Android app bandwagons, some global brands are beginning to realize that participating in the fragmented world of mobile comes at a high cost. Mixing the right mobile...

• Downloads: 605
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For Sourcing & Vendor Management Professionals

Report:Asset-Based IT Services Shift Service Vendors' Operating Models

Four Crucial Steps To Succeed With Asset-Based IT Services Offerings

Forrrester has previously described why the move to software asset-based offerings has been slow to date and what steps service vendors are increasingly taking in order to successfully grow their...

• Downloads: 282
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For Marketing Leadership Professionals

Report:The Co-Creation Maturity Benchmark

Benchmarks: The Open Innovation Playbook

Co-creation is a key pillar of corporate open innovation initiatives. In Q1 2011, Forrester surveyed 212 product strategy professionals about whether and how social media assets within their...

• Downloads: 502
• Comments: 1
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For Marketing Leadership Professionals

Report:Assess Your Co-Creation Readiness

Assessment: The Open Innovation Playbook

Product strategy professionals increasingly recognize the value of social co-creation engagements to involve the customer directly in the product development process and how this fits into the...

• Downloads: 870
• Comments: 1
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For Marketing Leadership Professionals

Report:Navigate The Co-Creation Vendor Landscape

Tools And Technology: The Open Innovation Playbook

Co-creation will become a key business tool for product strategy professionals as they strive to incorporate it into their open innovation strategiesin order to develop better products, services, and...

• Downloads: 548
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For Marketing Leadership Professionals

Report:US Consumers Are Willing Co-Creators

Landscape: The Open Innovation Playbook

According to our most recent survey of product strategy professionals, 62% of all companies are not using social media to interact directly with their customers in order to influence product...

• Downloads: 687