Latest Research

  • For Customer Experience Professionals

    REPORT: Digital CX Trends, 2019

    Digital CX And Human-Centered Experience Design Align — At Last

    April 22, 2019 Andrew Hogan, Gina Bhawalkar, Kelly Price, Jennifer Wise, Joana van den Brink-Quintanilha, Karine Cardona-Smits

    Digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, customer experience (CX) pros and their companies can no longer take a touchpoint-by-touchpoint, feature-focused approach. Instead, they are compelled at last to adopt human-centered experience design. This report outlines nine trends illustrating this 2019 shift that companies seeking to improve their customers' experiences must know — and get ahead of.

  • For B2C Marketing Professionals

    REPORT: Forrester Analytics: Digital Marketing Tracker, Q3 2018

    ForecastView Document

    February 8, 2019 Brandon Verblow, Sanjeev Kumar

    Forrester's Digital Marketing Tracker provides marketers and media professionals with a quarterly update of online advertising revenue trends globally. The tracker captures revenue and user data for 13 key digital media and services companies, which together constitute more than 75% of the online advertising market. The spreadsheet includes quarterly historical data from Q1 2015 to Q3 2018.

  • For Application Development & Delivery Professionals

    REPORT: Forrester Infographic: Customer Service Chatbots Fail Consumers Today

    January 30, 2019 Ian Jacobs, Julie A. Ask, Andrew Hogan

    Brands increasingly rely on chatbots for customer service as a way to deflect inbound calls and reduce costs, but Forrester Analytics data shows that consumers aren't thrilled. Consumers are reluctant to trust a chatbot to resolve their service issues, and they remain skeptical that chatbots can provide a similar level of service as a human agent. Application development and delivery (AD&D) pros should use this Forrester Infographic to understand why consumers don't like chatbots for customer service and what to do about it.

  • For CIO Professionals

    REPORT: New Tech: Augmented Reality, Virtual Reality, And Mixed Reality, Q1 2019

    Forrester's Landscape Overview Of 21 AR, VR, And MR Providers

    January 23, 2019 Carlton A. Doty, Annika Gunderson

    Augmented, virtual, and mixed reality (AR, VR, and MR, collectively "extended reality" or "XR") are trendy technologies that are fuel for many companies' innovation experiments. However, XR implementations are often expensive and underwhelming. Looking at successful use cases across industries, they seem very disparate at first glance. However, Forrester has identified four benefits unique to XR. This report outlines how CIOs can test their use case against these benefits to see if XR is a viable solution and gives a snapshot of XR players.

  • For Customer Experience Professionals

    REPORT: The Five Factors That Supercharge CX Enablement

    Advanced Level: Enablement Practices For CX Transformation

    December 26, 2018 TJ Keitt, Samuel Stern

    To create truly differentiated customer experiences, businesses must first create employee experiences that simplify customer experience (CX) delivery. CX transformation leaders must help their firms create workplaces that make employees smarter, more agile, and more contextually aware. This report provides a framework for fostering innovative CX enablement practices. Forrester refreshes this report regularly based on new research.

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