Forrester

For eBusiness & Channel Strategy Professionals

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

For eBusiness & Channel Strategy Professionals

Tool:Forrester's 2010 Customer Advocacy Rankings Among Canadian Banking Providers

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: 486

For eBusiness & Channel Strategy Professionals

Tool:eBusiness Teams Have More Than Five Employees, On Average, Dedicated To Mobile

Report:Case Study: Charles Schwab Boosts Acquisition With Online Ratings And Reviews

A Focus On Transparency And Customer Acquisition Drives Early Success

In June 2011, the digital marketing team at Charles Schwab rolled out its Clients Speak client ratings and reviews service. To date, Charles Schwab customers have written more than 1,000 mostly...

• Downloads: 475

For Customer Experience Professionals

Report:Better Customer Experience Correlates To Higher Net Promoter Scores

Credit Card Companies And Wireless Service Providers Benefit From Higher Net Promoter Scores Through Better Customer Experience

Net Promoter Score (NPS) is a wildly popular tool for assessing customers' likelihood to recommend a company's product or service. As valuable as NPS can be, by itself, the "one number you need to...

• Downloads: 528
• Rating:

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: 258
• Rating:

For Application Development & Delivery Professionals

Tool:What Emotions Should Your Mobile App Engender?

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

Survey:Latin American Technographics® Online Benchmark Survey, Q3 2012 (Argentina, Brazil, Mexico)

Forrester conducted an online survey fielded in July and August 2012 of 6,008 individuals ages 16 to 75 in top urban areas/provinces of Argentina and top urban areas/states of Brazil and Mexico. In...

For eBusiness & Channel Strategy Professionals

Tool:Forrester Measures Web Sites' Ability To Move Visitors Toward Their Goals

For eBusiness & Channel Strategy Professionals

Report:2012 North American Credit Card Online Sales Rankings

Royal Bank Of Canada Takes The Top Spot For 2012

Credit cards are the top selling financial product in both the US and Canada. In the US, the majority of credit card applicants apply online, and in Canada, the percentage is second only to the...

• Downloads: 358
• Rating:

For Customer Experience Professionals

Report:Best And Worst Of Website User Experience, 2011: US Banks

Forrester Applies Its Website Review Methodology To Six US Bank Sites

Forrester evaluated the user experience at the public-facing websites of six leading US banks by assets: Bank of America, Chase (JPMorgan Chase), Citibank, PNC Financial Services, US Bank, and Wells...

• Downloads: 667

For eBusiness & Channel Strategy Professionals

Tool:Web Site User Benchmark Criteria

For eBusiness & Channel Strategy Professionals

Report:Case Study: Digital Solutions Help Migdal's Agents To Master A Multi-Touchpoint World

eBusiness and channel strategy professionals at insurers face a strategic dilemma — managing the in-person agent field force while migrating services online. Israeli insurance provider Migdal,...

• Downloads: 371

For Application Development & Delivery Professionals

Report:Empower Customers By Transforming Business Processes

A Roundtable Discussion With Forrester Analysts

Customers have more power today than ever before. They have tremendous influence and reach through social media, more options and choices of whom to buy from, and high expectations about customer...

• Downloads: 916

For Customer Experience Professionals

Report:Best And Worst Of Website User Experience, 2011: Canadian Banks

Forrester Applies Its Website Review Methodology To Six Canadian Bank Sites

Forrester evaluated the user experience at the public-facing websites of six leading Canadian banks by assets: Bank of Montreal, CIBC, National Bank of Canada, Royal Bank of Canada (RBC), Scotiabank,...

• Downloads: 412
• Comments: 3

For eBusiness & Channel Strategy Professionals

Report:Taming The Insurance Claim Experience

An Integrated Channel Claims Strategy Improves Experience And Reins In Costs

Claims are a big deal to both insurers and customers. It's an emotional time for claims customers, and costs and processes can go off the rails, affecting a variety of key insurance business metrics...

• Downloads: 621

For eBusiness & Channel Strategy Professionals

Tool:Most Mobile Strategies Are Customer-Focused

For eBusiness & Channel Strategy Professionals

Tool:2011 US Online Sales Bank Rankings

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 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: 777

For eBusiness & Channel Strategy Professionals

Report:Market Overview: Personal Financial Management Solutions

A Global Guide To Choosing White-Label Personal Financial Management

Online personal financial management (PFM) is rapidly moving up the priority lists of many eBusiness executives at banks and wealth management firms worldwide. Executives who want to offer online...

• Downloads: 801
• Rating:

For eBusiness & Channel Strategy Professionals

Report:Case Study: How Barclaycard Helps Customers Manage Their Spending

Barclaycard Offers State-Of-The-Art Spending Categorization And Reporting

In August 2009, Barclaycard rolled out its new secure Web site, mybarclaycard, offering state-of-the-art functionality for managing credit cards online. The site combines excellent online banking...

• Downloads: 540

For eBusiness & Channel Strategy Professionals

Report:The State Of Mobile Investing

Mobile is the hot channel these days. A number of investment firms have developed mobile apps, and many offer dedicated mobile Web sites. Consumer adoption is ticking up: Today, 11% of investors are...

• Downloads: 951
• Rating: