Forrester

For Marketing Leadership Professionals

Report:US Interactive Marketing Forecast By Industry, 2011 To 2016

Forrester forecasts interactive marketing spend to grow at a compound annual growth rate of 17%. But not all industries will invest in interactive at the same pace. Financial services will spend the...

• Downloads: 1569

For eBusiness & Channel Strategy Professionals

Report:Forrester Research Online Travel Forecast, 2012 To 2017 (EU-7)

ForecastView Spreadsheet

Total and online travel spending for unmanaged business and leisure travel. Travel spending is segmented by air, rail, hotel, and car hire. Includes regional and individual country data for...

• Downloads: 3

For eBusiness & Channel Strategy Professionals

Survey:European Technographics® Retail, Customer Experience, And Travel Online Survey, Q4 2012

Forrester conducted an online survey fielded in September and October 2012 of 13,911 European individuals in France, Germany, Italy, the Netherlands, Spain, Sweden, and the UK. This survey is based...

For Enterprise Architecture Professionals

Report:Best Practices: EA Should Take An Active Role In Mergers And Acquisitions

Five Pragmatic Practices To Improve EA Value Throughout The M&A Process

A new wave of mergers and acquisitions (M&As) is happening, and contrary to previous M&A periods in which IT was only tactically involved, organizations now draw IT into their plans for cost savings...

• Downloads: 754

For Customer Experience Professionals

Tool:Better Customer Experience Drives Millions In Revenue Benefit Across Industries

For Application Development & Delivery Professionals

Report:How To Build The Business Case For Customer Experience Improvement

The Business Impact Of Customer Experience

Business process professionals supporting customer-facing processes are often challenged to make the business case to their executive leaders that investing to improve the customer experience is a...

• Downloads: 895

For eBusiness & Channel Strategy Professionals

Report:Online Customer Service Functionality Benchmark: US Airlines

The Best And Worst Of Online Customer Service Among The Top Four US Airlines

Forrester evaluated the online customer service offerings of the four largest US airlines: Delta Air Lines, United Airlines, Southwest Airlines, and American Airlines. Our analysis uncovered a few...

• Downloads: 466
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For Application Development & Delivery Professionals

Report:Boost Customer Lifetime Value Through Next Best Actions In Multichannel CRM

Modern business is all about honing your predictive powers to anticipate the best move at every stage of every business process — both customer-facing and back-office. Leading-edge...

• Downloads: 1184

For Customer Experience Professionals

Report:Lessons Learned From The 2011 Voice Of The Customer Award Winners

A Look Inside The VoC Practices At Adobe, Fidelity, And JetBlue

This year, Forrester recognized three winners of its annual Voice Of The Customer Awards: Adobe Systems, Fidelity Investments, and JetBlue Airways. Each firm had its own unique practices. Adobe...

• Downloads: 784

For Customer Experience Professionals

Tool:Results Of Brand Action Reviews Across 14 Sites In Three Industries

For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Affluent Online Survey, Q2 2010 (US)

Forrester conducted an online survey fielded in June 2010 of 1,002 US individuals ages 18 to 88 with $1 million-plus in investable assets. For results based on a randomly chosen sample of this size...

For CIO Professionals

Report:Disciplined Social Innovation

Three Firms Achieve Tangible Results

Companies depend on innovation to sprint out of the current economic doldrums and to return to profitability and growth. Innovation is a discipline with established best practices, needed skill sets,...

• Downloads: 1012

For Customer Insights Professionals

Report:Case Study: How KLM Expanded The Influence Of Market Research With Its "In Touch" Community

In Touch Significantly Increases Efficiencies In KLM's Multicountry Research

In 2008, Dutch airline KLM worked with Communispace to launch its first market research online community (MROC) — called In touch — to better understand the Elite members of its Flying...

• Downloads: 484
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For CIO Professionals

Client Inquiry:Consumerization Drives Tablet And Smartphone Adoption For Business Travelers

We are in the beginning stages of implementing a mobile strategy for business travelers. We would like to discuss mobile applications and platforms that support the business traveler, what the...

For eBusiness & Channel Strategy Professionals

Tool:More Than Two-Thirds Of eBusiness Teams Plan To Increase Their Investment In Mobile

For eBusiness & Channel Strategy Professionals

Report:The Importance Of Customer Obsession To Travel eBusiness

Competitive Strategy In The Age Of The Customer

As Delta Air Lines can attest, there is perhaps no industry as susceptible to empowered consumers as the travel industry. Travelers' growing use of social media, strong adoption of smartphones, and...

• Downloads: 470

For eBusiness & Channel Strategy Professionals

Report:How Consumers Around The World Use The Internet To Buy Products

A Technographics® Global Overview: Online Retail 2009

The Internet has evolved into an important retail channel, with millions of online consumers across the globe turning to it to make their purchases. As with many other online activities, Asian...

• Downloads: 236

For Marketing Leadership Professionals

Report:ForecastView — An Overview Of Our Global Forecasts

Forrester's ForecastView service provides reliable insight into the online, mobile, and emerging technology markets. It offers a framework for understanding market drivers and inhibitors and helps...

• Downloads: 3

For Customer Insights Professionals

Survey:North American Technographics® Online Benchmark Survey (Part 1), 2013

Forrester conducted an online survey fielded in April 2013 of 61,167 US individuals and 5,800 Canadian individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N =...

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2010

What A Higher Customer Experience Index Score Can Do For Revenue

To help customer experience professionals prove the business value of a better enterprise customer experience, we built simple models that show how revenue increases when a company's Customer...

• Downloads: 1581

For eBusiness & Channel Strategy Professionals

Survey:European Technographics® Online Benchmark Survey, Q3 2011

The European Technographics® Online Benchmark Survey, Q3 2011, surveyed 21,000 respondents in the eight markets of France, Germany, Italy, the Netherlands, Poland, Spain, Sweden, and the UK. This...

For CIO Professionals

Report:SharePoint Adoption: Content And Collaboration Is Just The Start

Driving A SharePoint-Based Information Workplace Will Challenge C&C Pros

Microsoft SharePoint is poised for broader adoption as an Information Workplace platform. While most use it for content and collaboration (C&C) needs today, the platform's broad, integrated...

• Downloads: 1387
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For Customer Experience Professionals

Tool:Increase In Three Loyalty Measures With A 1-Point Increase In CxPi Score

For eBusiness & Channel Strategy Professionals

Tool:Many eBusiness Teams Begin By Brainstorming And Evangelizing The Channel Internally

For Customer Experience Professionals

Tool:Key Elements Of Fidelity's VoC Program