Forrester

For Customer Experience Professionals

Report:Digital Customer Experience Trends To Watch, 2013

Landscape: The Digital Customer Experience Improvement Playbook

Digital touchpoints support an increasingly large percentage of the overall customer experience. 2012 saw the emergence of several important digital customer experience trends that will gain momentum...

• Downloads: 1361
• Rating:

For Customer Experience Professionals

Report:Web Site Brand Experience 2010: Hotels

Forrester Applies Its Web Site Brand Experience Review Methodology To Four Top Sites

The hotel industry features highly recognized brand names like Crowne Plaza, Hilton, Marriott, and Sheraton. But how good is the brand experience offered by major hotel brands' Web sites? To find...

• Downloads: 489

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 Customer Experience Professionals

Report:How Customer Experience Professionals Can Use The Splinternet Engagement Index

The Splinternet Engagement Index

This report, originally written for market insights professionals, includes content relevant to customer experience professionals. Here's why: Firms deliver experiences across an increasing array of...

• Downloads: 279

For Customer Experience Professionals

Report:Scenario Design Unifies The Splinternet Customer Experience

Vision: The Digital Customer Experience Improvement Playbook

Companies have historically failed to meet the needs of their customers in individual channels. As customers increasingly engage with multiple channels in pursuit of a single goal, companies need to...

• Downloads: 779
• Rating:

For Customer Experience Professionals

Report:Implement Your Digital Customer Experience Strategy

Road Map: The Digital Customer Experience Improvement Playbook

This report is an update to "How To Build An Implementation Road Map For Your Digital Customer Experience Strategy" originally published on August 11, 2011. In a world of proliferating digital...

• Downloads: 1769
• Rating:

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 Customer Experience Professionals

Report:Make Your Digital Touchpoints More Engaging

Five Emotional Design Techniques That Drive Engagement

Engaging customers and prospects in digital interfaces is difficult. But the fields of social science and behavioral economics have uncovered techniques that can be effective for encouraging...

• Downloads: 543

For Customer Experience Professionals

Report:Develop Your Digital Customer Experience Strategy

Strategic Plan: The Digital Customer Experience Improvement Playbook

This report is an update to "How To Develop Your Digital Customer Experience Strategy" originally published on July 13, 2011. Companies need a digital customer experience strategy to ensure that they...

• Downloads: 1882

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 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 Customer Experience Professionals

Report:Mastering Emotional Experience Design: Develop A Coherent Personality

Today's cookie-cutter digital experiences fail to leave lasting impressions on customers, in part because they lack a coherent personality. Companies hoping to engage their customers in digital...

• Downloads: 693

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:Forrester's Customer Experience Maturity Framework For Digital

Assessment: The Digital Customer Experience Improvement Playbook

This report is an update to "Executive Q&A: What Forrester's Customer Experience Maturity Framework Means For Digital" originally published on December 6, 2011. To help customer experience...

• Downloads: 522
• Rating:

For Customer Experience Professionals

Report:Tablet Apps And The Future Of Digital Customer Experience

Tablet applications offer a new way for customers to interact with brands, providing sustained engagement and bridging the capability-mobility gap between websites and smartphone applications. In the...

• Downloads: 1156

For Customer Experience Professionals

Report:Improve Your Digital Customer Experience

Executive Overview: The Digital Customer Experience Improvement Playbook

Today's multichannel customers demand better experiences than they get from firms that design underperforming one-off touchpoints. Faced with an expanding ecosystem of legacy websites, mobile sites,...

• Downloads: 908
• Comments: 2
• Rating:

For Customer Experience Professionals

Report:Digital Customer Experience Governance Demystified

Continuous Improvement: The Digital Customer Experience Improvement Playbook

Governance has long been a dreaded word in the field of customer experience. It conjures images of automatons locked in dungeons trolling digital properties, hunting for standards violations. But...

• Downloads: 397

For Customer Experience Professionals

Report:The Best Of Web Site Brand Experiences 2010

Best Practices From 14 Web Site Brand Reviews Across Three Industries

In 2010, Forrester reviewed the Web site brand experience of sites in industries as diverse as automotive, hotels, and skin care. An analysis of the results across industries surfaced common...

• Downloads: 1045

For Customer Experience Professionals

Report:2013 Customer Experience Predictions

What Customer Experience Professionals Need To Know About The Year Ahead

Over the past two years, consumer technology adoption and market forces have catapulted the field of customer experience into strategic stature. But it will be years before customer experience is...

• Downloads: 1313
• Rating:

For Customer Experience Professionals

Report:Mastering Emotional Experience Design: Engage A Mix Of Senses

The sensory experience is a critical part of engaging users in digital interaction points. Unfortunately, many legacy websites keep users at arm's length with static text, generic imagery, and few...

• Downloads: 555

For Application Development & Delivery Professionals

Report:It Ain't Personal; Get Up Close And Contextual

Supporting Relevant Digital Experiences In The Multichannel World

Organizations have long "personalized" their websites for customer segments. Now they need to go further, first by delivering the right experience to the right user at the right time and on the right...

• Downloads: 361
• Comments: 1
• Rating:

For Customer Experience Professionals

Report:Use Visual Design To Help Unify The Digital Customer Experience

Customers expect the companies they do business with to coordinate services and designs across channels. The first — and most elemental way — to demonstrate and deliver on this...

• Downloads: 514

For Customer Experience Professionals

Report:Contextualization

Delivering Relevant Experiences In The Multichannel World

Firms want to deliver the right experience to the right user at the right time and on the right device — a tricky proposition in this age of device proliferation. The splinternet — and...

• Downloads: 437
• Comments: 2
• Rating:

For Customer Experience Professionals

Report:Rich Internet Applications Will Power Online Experiences Of The Future

Rich Interfaces Are Critical For Building CARS Experiences

Rich interfaces are frequently used for delivering complex and valuable online experiences. But rich Internet applications (RIAs) have yet to reach their full potential because they are still...

• Downloads: 637

For Customer Experience Professionals

Report:Mastering Emotional Experience Design: Address Customers' Real Goals

Companies hoping to engage their customers in digital channels should adopt what Forrester calls Emotional Experience Design (EED). The first principle of the framework asserts that firms need to...

• Downloads: 871