Forrester

For Customer Insights Professionals

Client Inquiry:Best-In-Class Highly Personalized Multichannel Communications Programs

What are some great examples of automated, highly personalized, multichannel communications programs? My company has a few programs in pilot mode, but it seems that this concept of highly automated,...

For Customer Experience Professionals

Client Inquiry:Does Forrester Have Data Around The Benefits Of Delivering Great Customer Experiences?

Does Forrester have data that shows: 1) the relative financial performance of companies that deliver great experiences versus those that get low customer experience ratings; 2) the relative retention...

For Application Development & Delivery Professionals

Client Inquiry:Customer Experience Analytics Vendor Bucketing

Given the sheer volume of vendors in the customer experience analytics (CEA) space, it would be helpful to understand how Forrester buckets these vendors, whether it be by functional focus (e.g.,...

For Customer Experience Professionals

Client Inquiry:Multichannel Integration And Personalization

Who at Forrester leads the practice around multichannel integration and personalization? Specifically, I'm looking for help with two things: 1) a case study on someone who does phone and Web...

For Business Process Professionals

Client Inquiry:How Do CRM 2.0/Social CRM And The Extended CRM Application Ecosystem Fit Together?

Forrester covers the concept of customer relationship management (CRM) 2.0/social CRM and extended CRM application ecosystem in various research reports. However, these reports don't seem to be...

For Customer Experience Professionals

Client Inquiry:Website Redesign Examples

Can you give me some examples of website redesigns that were successful and tell me why they were successful?

For Customer Experience Professionals

Client Inquiry:What Are Best Practices For Soliciting Internal Feedback During The Design Process?

My company asked employees for ideas on new apps and selected winners but is struggling with how to involve the employees who won in the design process. We want to make the nondesign folks feel...

For Customer Experience Professionals

Client Inquiry:Can You Please Direct Me To Some Reports On Healthcare Institutes Of Quality/Excellence?

Could you direct me to any reports on healthcare institutes of quality/excellence and sites of service for procedures that will allow members to experience a lower cost through steerage to particular...

For Customer Experience Professionals

Client Inquiry:Mega Menus In Website Design

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For Customer Experience Professionals

Client Inquiry:What Are The Top Five Best Practices In Onboarding?

What are the top five best practices in onboarding that lead to a positive customer experience?

For Customer Experience Professionals

Client Inquiry:What Is The Business Impact Analysis For Customer Satisfaction Due To No Service Availability?

What is the impact on customer satisfaction when there is a complete loss of voice and data services – fixed and mobile – leaving customers with no way of reporting their complaints?

For Customer Experience Professionals

Client Inquiry:The Value Of Website Redesigns

We are currently redesigning our external secured transactional websites. Is there any research that demonstrates the anticipated and/or actual increase in usage/traffic once these sites are...

Client Inquiry:What Are Customer Expectations Around Customization Of Packing Slips By Ship Country?

There is discussion in my company around returns forms (packing slips) — we will be shipping out orders from five different websites (five different brands). There is discussion about having...

For Content & Collaboration Professionals

Client Inquiry:How Do Government Agencies Handle Web 2.0?

Is Web 2.0 (wikis, blogs etc. for both internal use for employees and external stakeholders) common in government agencies, especially compared to private industries? What are the trends? Does being...

For Customer Experience Professionals

Client Inquiry:What Is The Extensibility Of Forrester's Touchpoint Capability Methodology?

I have two questions about two Forrester reports: Forrester's February 23, 2011, "Match iPad Experiences To Customer Goals" report; and Forrester's January 23, 2009, "Match iPhone Capabilities To...

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For Customer Experience Professionals

Client Inquiry:Customer Mapping Vendors

There are several companies that do consumer mapping/journey work as well as make reference to nonlinear journey maps. Does Forrester have examples of nonlinear maps and/or vendor recommendations?

For Customer Experience Professionals

Client Inquiry:What Is Forrester's View On Applying Consumer Decision Journey Maps To Marketing?

What is Forrester's point of view on applying consumer decision journey learning to marketing, in particular media planning?

For eBusiness & Channel Strategy Professionals

Client Inquiry:How Many Clicks Before A Customer Abandons?

Can you help us with a metric we are trying to find related to how many clicks a consumer accepts before abandonment?  

For Vendor Strategy Professionals

Client Inquiry:An Asia Pacific Perspective On Consumer Technology Adoption

1) Who controls wireless broadband? Is it the telcos, cable companies, or other? Who are the players? What does the marketplace look like in both the US and abroad? 2) What about consolidation within...

For Marketing Leadership Professionals

Client Inquiry:Successful Product Ideation Sites

In recent research, Verizon's Idea Exchange is mentioned; is Forrester aware of any ideas implemented by Verizon as a result of its idea site?

For Customer Experience Professionals

Client Inquiry:Measuring In-Store Customer Experience

How do companies measure customers' experience after visiting a retail store? What methods do companies use to identify, contact, and survey customers after they have interacted with staff in a...

For eBusiness & Channel Strategy Professionals

Client Inquiry:Seeing A Chat Rep Typing Can Have A Significant Impact

Does knowing when a chat rep is typing affect the customer experience?

For Customer Experience Professionals

Client Inquiry:What Are Best Practices For Online Lead Generation Forms?

What are some best practices for online lead generation forms? Where do you place them on a website (e.g., left navigation versus right navigation)? How does certain placement affect the customer...

For Customer Experience Professionals

Client Inquiry:The Customer Experience Index For Industry Verticals Is Available But Not In Published Research

Forrester's January 23, 2012, "The Customer Experience Index, 2012" report by Megan Burns is a general research summary for all industries. Are there industry-specific reports planned around...

For Customer Experience Professionals

Client Inquiry:Can Forrester Help Our Company Identify Industry-Leading Customer Experience Trainers?

We are hoping that Forrester can help our company identify industry-leading companies that train people on customer experience.