Forrester

For eBusiness & Channel Strategy Professionals

Report:Trends In China's eCommerce Market

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

China's eCommerce market is both one of the largest and one of the fastest growing in the world. While Forrester estimates the traditional B2C online retail markets to be larger in the US and Japan...

• Downloads: 1371

For eBusiness & Channel Strategy Professionals

Report:Digital Insurance Teams Need A Tablet Strategy

The intuitive design and the standard features of tablets make it possible for digital insurance teams to create compelling customer experiences and support insurance agents in an effective and...

• Downloads: 386
• Comments: 1
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For Customer Experience Professionals

Report:Why Your Call Center Needs User-Centered Design

How Focusing On Callers And Agents Can Drive Business Results

Today, user-centered design isn't widely used to improve call center interactions. That needs to change. When applied in the call center, the core activities of a user-centered design process —...

• Downloads: 764

For Customer Experience Professionals

Report:2011 Customer Experience Predictions

What Customer Experience Professionals Need To Know About The Year Ahead

In 2011, the customer experience ecosystem will expand to include a dizzying array of new devices, touchpoints, and physical interactions. The breadth of this emerging ecosystem and the number of...

• Downloads: 1832

For Customer Experience Professionals

Report:How To Make Your Website More Tablet-Friendly

Tablet sales are booming, and while applications (apps) are all the rage, consumers are still spending more time using browsers on their tablets than they are using apps. That makes sense because...

• Downloads: 755

For Customer Experience Professionals

Report:Three Ways To Drive Document Value

How To Keep Documents From Being The Weak Link In Your Customer Experience

Despite consumers' increasing online migration, documents — both paper and electronic — remain central to their relationships with many of the companies they do business with. But the...

• Downloads: 448

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: 712

For Customer Experience Professionals

Report:A Market Researcher's Introduction To The Future Of Online Customer Experience

The types of devices people use to connect to the Web are proliferating. Portable devices are rapidly getting more powerful, and as a result, the tradeoff between mobility and capability is...

• Downloads: 1011

For Customer Experience Professionals

Report:How Satisfied Are Consumers With Web Site Experiences In 2010?

Consumers Rate Their Satisfaction With 87 Web Sites Across 13 Industries

Forrester recently asked US online consumers to rate their satisfaction with Web site experiences at companies they've done business with across multiple industries. When the results were tallied,...

• Downloads: 1266

For eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark 2010: US Outdoor Outfitters

Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Five Top Outdoor Apparel Brands

Forrester evaluated the websites of the five largest US outdoor retailers — Lands' End, L.L.Bean, Eddie Bauer, Orvis, and Sierra Trading Post — using our Website Functionality Benchmark...

• Downloads: 320

For Customer Experience Professionals

Report:The Customer Experience Index, 2013

Benchmarks: The Customer Experience Management Playbook

How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...

• Downloads: 1311
• Comments: 7
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For eBusiness & Channel Strategy Professionals

Report:Selling Luxury Goods To Online Shoppers In China

Understanding The Needs Of Today's Luxury Buyers

China is an enticing market for luxury brands looking to sell online, yet brands must recognize the opportunity is not without multiple challenges. In China, the online channel is widely considered...

• Downloads: 287
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For eBusiness & Channel Strategy Professionals

Report:Benchmarking UK Banks' Sales Sites, 2010

The Co-Operative Bank Has The Best Content And Functionality

Forrester evaluated the Web sites of the 10 largest UK retail banking brands — Barclays, Halifax, HSBC, first direct, Lloyds TSB, Nationwide, NatWest, Santander, The Co-operative Bank, and...

• Downloads: 476

For Customer Experience Professionals

Report:Personas Require Regular Updates

Ensure Personas Accurately Reflect Customers' New Behaviors And Technologies

Personas are ideal tools to guide the design of products, channels, and messaging, but companies are concerned that they fail to keep track of evolving behaviors. Although customers' psychographics...

• Downloads: 444

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: 353

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: 884

For Customer Experience Professionals

Report:Key Considerations For Designing User Experiences On The iPad

Tailor Apps For The iPad's Unique Form Factor And User Behaviors

The iPad's popularity has caused customer experience professionals to take a hard look at providing relevant experiences for yet another device. Because of the iPad's unique form factor and use...

• Downloads: 1007

For eBusiness & Channel Strategy Professionals

Report:How To Tap The Australian Market

Key Considerations For International Online Retailers

International online retailers are targeting Australia because its economy is strong, eCommerce is booming, and the country is both familiar to Westerners and fairly easy to enter. If they are ready,...

• Downloads: 329

For Customer Experience Professionals

Report:Case Study: Regence Cracks The Transparency Code

How A Focus On User Goals Breaks Down Silos Between Online Tools

In a market where well-established standards define digital capabilities, it's tempting to stay with the status quo and build tools that meet industry norms. But what if industry norms are badly out...

• Downloads: 231
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For Customer Experience Professionals

Report:Customer Experience In The Post-PC Era

The rapid consumer adoption of mobile devices, new interfaces, and the changing behaviors they encourage have fundamentally changed how customers engage with companies. Gone are the days when...

• Downloads: 498
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For eBusiness & Channel Strategy Professionals

Report:Using International Shipping To Reach Online Shoppers Around The Globe

How US Online Retailers Can Extend Their Offerings To Consumers Abroad

Given that online retail growth rates remain higher outside the United States than within, eBusiness executives are increasingly looking to tap into online buyers in other markets. The lowest-cost...

• Downloads: 653

For Customer Experience Professionals

Report:Websites That Don't Support Customers Waste Millions

Business Case: The Digital Customer Experience Improvement Playbook

This report is an update to "Web Sites That Don't Support Customers' Goals Waste Millions" originally published on February 17, 2010. To understand the effect of poor website usability, Forrester...

• Downloads: 1734
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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: 477