Laura   Naparstek

Laura Naparstek

Researcher Serving eBusiness & Channel Strategy Professionals

Laura Naparstek is a researcher serving eBusiness & Channel Strategy Professionals and Application Development & Delivery Professionals. Laura's research focuses on tactics for consumer mobile engagement and the state of companies' mobile strategies for targeting customers via mobile sales and service channels.

Previous Work Experience

As a senior research associate on Forrester's eBusiness & channel strategy team, Laura contributed to research covering the future of mobile experiences, consumer mobile app behavior, mobile engagement automation vendors, the use of location and context in mobile, and mobile messaging. She also contributed to Forrester's retail research by summarizing data in the semi-annual State Of Retailing Online reports, performing mobile functionality benchmarks for retailers, tracking retailers' digital efforts during the holiday season, and contributing to research about the future of shopping. Finally, Laura assisted with advisory and Webinar deliverables, fielded executive surveys and conducted research interviews with both vendors and end-user companies.

Prior to Forrester, Laura was a project assistant for the eCommerce team of the clothing brand Supreme in NYC.

Education

Laura holds a B.A. in English from Skidmore College.

Laura Naparstek

Researcher Serving eBusiness & Channel Strategy Professionals

Laura Naparstek is a researcher serving eBusiness & Channel Strategy Professionals and Application Development & Delivery Professionals. Laura's research focuses on tactics for consumer mobile engagement and the state of companies' mobile strategies for targeting customers via mobile sales and service channels.

Previous Work Experience

As a senior research associate on Forrester's eBusiness & channel strategy team, Laura contributed to research covering the future of mobile experiences, consumer mobile app behavior, mobile engagement automation vendors, the use of location and context in mobile, and mobile messaging. She also contributed to Forrester's retail research by summarizing data in the semi-annual State Of Retailing Online reports, performing mobile functionality benchmarks for retailers, tracking retailers' digital efforts during the holiday season, and contributing to research about the future of shopping. Finally, Laura assisted with advisory and Webinar deliverables, fielded executive surveys and conducted research interviews with both vendors and end-user companies.

Prior to Forrester, Laura was a project assistant for the eCommerce team of the clothing brand Supreme in NYC.

Education

Laura holds a B.A. in English from Skidmore College.

Laura Naparstek's Research

Most RecentMost Popular
  • For Application Development & Delivery Professionals

    REPORT: Vendors Battle For The Heart Of The Contact Center

    Landscape: The Contact Centers For Customer Service Playbook

    November 28, 2018 Kate Leggett, Art Schoeller, Ian Jacobs, Laura Naparstek

    The heart of the contact center comprises a set of complex, unintegrated technologies, which firms must leverage to deliver quality service. But application development and delivery (AD&D) pros supporting customer service operations need cloud-ready, deeply integrated technology suites. This report examines the market dynamics and buyer requirements for contact center technologies. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Case Study: How Carbon Redefined Customer Service In 3D Printing

    October 16, 2018 Daniel Hong, Laura Naparstek

    Digital business professionals aspire to disrupt their industries by offering differentiated customer service experiences that drive loyalty and revenue. Carbon disrupts the already disruptive 3D printing market with internet of things (IoT)-fueled experiences that underpin a predictive customer service model, helping it to enrich and maintain customer relationships. This case study unpacks Carbon's customer service practices and highlights the strategic advantages and savings in cost, time, and effort its support and sales model have generated.

  • For eBusiness & Channel Strategy Professionals

    REPORT: How To Be A Fast, Fearless, And Flexible Digital Business

    The Best Advice From Forrester's 2018 Digital Transformation Forum

    August 17, 2018 Martin Gill, Laura Naparstek

    In May 2018, digital business strategy leaders gathered in Chicago for Forrester's Digital Transformation Forum. These leaders have faced digital business transformation challenges like managing talent, operationalizing strategy, nurturing culture, testing new organizational structures, and using technology effectively. In this report, we share the best advice we heard at the event for how to enact digital transformation across these fronts.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The State Of Wearables: 2017 To 2022

    Create A Micro-Moments (Not A Wearables) Strategy

    November 28, 2017 Julie A. Ask, Laura Naparstek

    Digital business pros care about consumer-purchased wearables for two important reasons: 1) These wearables offer unprecedented longitudinal data of all kinds and 2) they present a new medium with which to win, serve, and retain customers in their micro moments. This report forecasts wearables sales volume for the next five years, examines the drivers and inhibitors of that growth and what it means for digital business professionals, and makes recommendations for the near and long term.

  • For Customer Experience Professionals

    REPORT: The Best And Worst Of Customer Service Via Facebook Messenger

    A Forrester Digital UX Review

    November 15, 2017 Laura Naparstek, Andrew Hogan, Ian Jacobs

    As a CX professional, you need to know which companies are enabling customer service effectively via Facebook Messenger and how. Why? Because the practice is spreading, so your executives are bound to notice — and ask you about it. To answer this question, we adapted Forrester's digital UX review methodology to evaluate 11 notable brands' customer service offerings via Facebook Messenger. This report highlights what they're doing well, what they're doing poorly, and recommends how to do it successfully at your organization.

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