Forrester

For eBusiness & Channel Strategy Professionals

Report:Benchmarking Australian Banks' Sales Sites, 2010

Australian Banks Excel In Supporting The Online Application

Forrester evaluated the public Web sites of the big four Australian retail banks — Australia and New Zealand Banking, Commonwealth Bank of Australia, National Australia Bank, and Westpac...

• Downloads: 314

For eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark, 2011: Online Travel Agencies

Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Online Travel Agencies

In the highly competitive world of the four major online travel agencies (OTAs), Travelocity pulls ahead of the pack with its content and messaging functionality. Its site excelled in offering...

• Downloads: 572
• Rating:

For eBusiness & Channel Strategy Professionals

Report:Trends In India's eCommerce Market

How Online Retail In India Is Evolving Differently From Other Major Markets

India's eCommerce market is at an early stage but is expected to see huge growth over the next four to five years. Over the past 12 months, venture capitalists have invested heavily in India's...

• Downloads: 473

For Customer Experience Professionals

Report:Customer Experience Professionals: Break Through Persona Obstacles Now

Introduce Personas With Clear Purposes And Embed Them In Processes

Despite ample evidence of the value that personas contribute to user experience design and related business results, some firms still struggle to use them to the greatest effect. At the root of many...

• Downloads: 604

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: 404
• Rating:

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: 707

For eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark: Australian Consumer Electronics Retailers

Forrester Applies Its Website Functionality Benchmark Methodology To The Websites Of Five Australian Consumer Electronics Retailers

Consumer electronics retailers in Australia face many challenges, but online retail is booming despite the relatively modest feature set provided by most Australian sites. To dig deeper, Forrester...

• Downloads: 156

For Marketing Leadership Professionals

Report:The Right Way To Globalize Your Interactive Marketing Programs

Provide Each Local Team With The Right Mix Of Assets And Support

There are lots of reasons multinational companies' global and local interactive marketing teams are rarely on the same page: Global teams prefer uniform programs and technologies, local teams fear a...

• Downloads: 331

For eBusiness & Channel Strategy Professionals

Report:Taking Chat International

Paving The Way To Success Through Effective Localization

eBusinesses expanding internationally are often driven to expand online support options for new global customers. eBusiness professionals are increasingly looking to chat to capitalize on results...

• Downloads: 285

For Customer Experience Professionals

Report:Match iPad Experiences To Customer Goals

Forrester evaluated the interaction and system capabilities of the iPad for accessing content via its web browser and applications (apps). Both experiences offer somewhat-limited input capabilities...

• Downloads: 717

For CIO Professionals

Report:Build Your Mobile Engagement Strategy

Strategic Plan: The CIO's Mobile Engagement Playbook

Mobile technology is rapidly evolving as a means for organizations to deliver new customer experiences, enhance customer value, and improve employee productivity. When combined with social, cloud,...

• Downloads: 538
• Rating:

For eBusiness & Channel Strategy Professionals

Report:European Online Retail: Adopt A Local Approach

A Solid Understanding Of Customer Expectations And A Localization And Differentiation Strategy Are The Keys To Success Across Europe.

Despite some commonality in currency and legislation, there are some notable differences in customer shopping behavior and market trends across the various European online retail markets. eBusiness...

• Downloads: 883

For Customer Experience Professionals

Report:Next-Generation Interactive Design Calls For Agencies That Collaborate Well

Demand Collaboration Best Practices From Your Interactive Design Agencies

The pressures to roll out consistent experiences across multiple touchpoints, deliver compelling next-generation experiences in digital channels, and stay ahead of the curve of emerging technology...

• Downloads: 356

For Customer Experience Professionals

Report:What Three Companies Learned From Conducting Ethnographic Research

Panelists From Bentley Design And Usability Center, Frog Design, And Wells Fargo Share Their Findings

At Forrester's 2011 Customer Experience Forum, panelists from Bentley Design and Usability Center, frog design, and Wells Fargo shared their experiences using exploratory research techniques. While...

• Downloads: 316
• Comments: 2
• Rating:

For Customer Insights Professionals

Report:Tackle Behavioral Targeting To Modernize Customer Interactions

Benchmarks: The Cross-Channel Campaign Management Playbook

For the recent Forrester Wave™ evaluation of cross-channel campaign management (CCCM), we surveyed 130 customers about their vendors. We found that users were generally satisfied with the...

• Downloads: 632
• Rating:

For Customer Insights Professionals

Report:How CI Professionals Can Plan For Site Optimization Success

Don't Underestimate The Value Of Planning Tools To Your Site Optimization Program

Online testing is no longer the exclusive domain of optimization analysts and statisticians. Marketers and nontechnical stakeholders are increasingly participating in testing processes, driving...

• Downloads: 191

For Customer Experience Professionals

Report:Executive Q&A: Design Personas In 2011

Design personas have become widely used tools for design teams, but the state of persona adoption is uneven. While some companies are still novices, others are seeking ways to optimize their use of...

• Downloads: 528

For Customer Insights Professionals

Report:What Customers Really Think About Their Web Analytics Vendors

Findings From The Forrester Wave™ Evaluation On Web Analytics

During the Forrester Wave™ evaluation of web analytics platforms, we surveyed 162 web analytics customers about their vendor partnerships. We found that users are highly vested in their web...

• Downloads: 480

For Customer Experience Professionals

Report:How To Make Mega-Drop-Down Menus Work

Mega-drop-down menus enable designers to quickly route site visitors to content that resides deep within a site's hierarchy without obligating them to sort through multiple menu layers. But once...

• Downloads: 318

For eBusiness & Channel Strategy Professionals

Report:Staffing For Effective eBusiness Globalization

Navigating The Centralized Versus Localized Approach

Today's global eBusiness executives are struggling to organize eBusiness operations that effectively support increasing international revenues. Companies have experimented with a variety of...

• Downloads: 489

For Customer Experience Professionals

Report:US Physician Web Sites: Poorly Designed And Underutilized

Most industries take basic Web capabilities, such as offering essential information about the business and some basic communication capability, for granted — but the medical industry can't....

• Downloads: 352

For Customer Experience Professionals

Report:How Much Are Companies Spending On Digital Design Projects?

Customer experience professionals had already told us that they were planning many large digital design projects in 2011. This time around, we asked Forrester's Customer Experience Peer Research...

• Downloads: 456

For Customer Experience Professionals

Report:Interactive Design Agency Overview, 2012

Tools And Technology: The Digital Customer Experience Improvement Playbook

Selecting the right interactive design vendor is a complex and stressful task. The splinternet — an explosion of digital touchpoints across an array of proprietary platforms — makes that...

• Downloads: 626
• Rating:

For Customer Experience Professionals

Report:The Four Essentials Of Effective Web Site Intercept Surveys

How To Make Getting Visitor Feedback A Positive Customer Experience

Web site intercept surveys are a popular tool for finding problems with the online experience. But a poorly designed site intercept survey can hurt more than it helps by providing misleading insights...

• Downloads: 564

For eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark: European Consumer Electronics Retailers

Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Specialist European Consumer Electronics Retailers

Forrester applied its Website Functionality Benchmark evaluation methodology to four European consumer electronics retailers: Best Buy UK, Currys, Darty, and Redcoon. These specialist retailers...

• Downloads: 309