Forrester

For eBusiness & Channel Strategy Professionals

Report:Best Practices In Mobile Banking

Processes: The Mobile Banking Strategy Playbook

The critical question for many digital banking teams after they build mobile banking is how to encourage customer adoption and use. Forrester spoke to eBusiness executives at banks about the current...

• Downloads: 654

For Customer Experience Professionals

Report:Case Study: Aetna Drives Consumer Engagement Through Its Member Cost Estimator Tool

As health insurance plans get more complex and members' responsibility rises, insurers struggle to meet members' needs for accurate plan- and member-specific cost estimates for medical services. In...

• Downloads: 409

For Customer Experience Professionals

Tool:Customer Journey Map Self-Assessment Tool

For eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark 2012: US Online Grocers

Forrester Applies Its Website Functionality Benchmark To The Sites Of Four US Online Grocery Stores

Forrester evaluated the grocery websites of the four most frequently used online grocers based on Forrester Consumer Technographics® data — AmazonFresh, FreshDirect, Peapod, and Safeway...

• Downloads: 334
• Rating:

For Customer Experience Professionals

Report:Executive Q&A: Customer Experience Design

The right customer interactions, implemented the right way, don't just happen. Instead, they must be actively designed. This requires learning — and then sticking to — the steps in a...

• Downloads: 480
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For Marketing Leadership Professionals

Report:Case Study: PagesJaunes Embraces The Local Social Web To Drive Mobile Product Innovation

The French Yellow Pages Firm Is Turning Mobile Market Disruption Into Competitive Advantage

Local and social trends are converging and are strong mobile catalysts: These factors have accelerated the importance of mobile to PagesJaunes and its customers. The French yellow pages company has...

• Downloads: 445

For eBusiness & Channel Strategy Professionals

Report:2013 Global Mobile Banking Functionality Rankings

Benchmarks: The Mobile Banking Strategy Playbook

We used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking offerings of 15 retail banks in in North America, Western Europe, and Australia across more than...

• Downloads: 343

For eBusiness & Channel Strategy Professionals

Report:Mobile Technologies That Drive Sales

Tools And Technology: The Mobile eBusiness Playbook

New phone features and capabilities are cropping up seemingly by the day. At the same time, this fast-paced change is dramatically affecting how eBusiness professionals interact with their teams and...

• Downloads: 1347
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For Customer Experience Professionals

Report:How Rogers Communications Unified Its Approach To Customer Experience Measurement

In just 18 short months, customer experience professionals at Rogers Communications (Canada's largest telecommunications company) developed and gained support for a new customer experience...

• Downloads: 415

For CIO Professionals

Report:Assess The Capabilities And Impact Of Your Social Business And Collaboration Toolkit

Assessment Framework: The Social Business And Collaboration Playbook

Companies have been investing in collaboration tools for 15 years or more, yet email is still the most commonly used tool. New social tools that dramatically improve the flow of information and...

• Downloads: 391

For Customer Experience Professionals

Tool:VoC Program Self-Assessment Tool

For CMO Professionals

Report:The Digital Media Product Innovation Imperative

Identifying Organizational Priorities For Creating New Digital Media Experiences

The media meltdown continues its slow burn across the media industries. Yet, enlivened by new devices like the iPad and audience enthusiasm for the content that new technologies have generated, many...

• Downloads: 909

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 eBusiness & Channel Strategy Professionals

Report:Trends 2012: European Insurance eBusiness And Channel Strategy

Start Working On Your Digital Agenda Now!

Despite the fact that we are in the midst of a European crisis that could influence the insurance business dramatically, eBusiness and channel strategy executives in this region should be sensitive...

• Downloads: 724

For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2011: How Customers Rate European Banks

In the midst of the recession and ongoing sovereign debt crisis, only 29% of Europeans believe their bank acts in their best interest. However, some banks rank much higher than others in our customer...

• Downloads: 269
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For eBusiness & Channel Strategy Professionals

Report:Optimize Your Mobile Banking Strategy

Continuous Improvement: The Mobile Banking Strategy Playbook

Congratulations! Your mobile banking web, iPhone, iPad, and Android apps are live, and adoption has surpassed your wildest expectations. But what now? Digital banking teams need to test and optimize...

• Downloads: 664
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For eBusiness & Channel Strategy Professionals

Tool:Customer Advocacy Has Developed Differently Across Europe

For Customer Insights Professionals

Report:The Road To Digital Intelligence

Gaming Analytics Illustrates The Path To Digital Intelligence Maturity

As consumers effortlessly move across digital touchpoints and as marketing campaigns span channels, the need for comprehensive analytics has never been greater. But practitioners struggle to break...

• Downloads: 754
• Comments: 1
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For eBusiness & Channel Strategy Professionals

Tool:Mobile Commerce Adoption In Europe Is Still Low

For Application Development & Delivery Professionals

Report:Trends 2011: Customer Service

Ten Trends Drive Planning For Service And Support Process Transformation

Organizations of all types strive to differentiate themselves through delivering an outstanding customer experience. Customers know what good service is and demand it from each interaction they have,...

• Downloads: 1226

For eBusiness & Channel Strategy Professionals

Report:eBusiness Professionals In Financial Services: Social Media Is About More Than Just Marketing

eBusiness Has A Key Role In The Understanding And Usage Of Social Media

Forrester recently published an analysis of the social habits of financial service customers along with a scan of current regulations and existing social marketing efforts. Overall, social media...

• Downloads: 585

For eBusiness & Channel Strategy Professionals

Report:European Social Retail Is A Work In Progress

Social media is transforming the way European online buyers interact with each other and consume content. Online buyers are using social media to connect with their peers and, to a much lesser...

• Downloads: 572

For CIO Professionals

Report:Business Process Initiatives Focus On Customer Experience And Cost Reduction

These data charts are based on the Q2 2011 Global Forrester/IQPC Business Process Maturity Online Survey.

• Downloads: 37

For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2010: How Canadian Customers Rate Their Banks

Forrester's research shows that a key driver of customer retention and deeper customer relationships is a trait we call "customer advocacy," the perception by customers that a firm does what's best...

• Downloads: 278

For Sales Enablement Professionals

Report:B2B Tech Marketers Are The Key To Competitive Success In Customer-Centric European Markets

B2B Social Technographics® Data For Q1 2011 Confirms That Social Media Usage In Europe Continues At A High Level

Forrester has completed its Q1 2011 US And European B2B Social Technographics® Online Survey For Business Technology Buyers, which marks the third year we've conducted this survey As in the US,...

• Downloads: 284