Telecommunications Services

Telecommunications companies leverage technology to deliver information across distances via video, phone, Internet, on-demand, and other services.

Latest Research

  • For eBusiness & Channel Strategy Professionals

    REPORT: FAQ: Should We Incorporate Voice Into Our Digital Experiences Portfolio?

    Make Smart Choices Rather Than Following The Crowd

    April 18, 2019 Julie A. Ask, Michael Facemire

    Forrester clients are increasingly interested in voice services. Why? Consumer ownership of voice-enabled devices. At the end of 2018, there were 348 million smartphones and 41.7 million smart speakers in consumers' homes in the US alone. In this FAQ, we answer our clients' most common questions on this topic: What does voice mean? Is voice the future of digital experiences? Should my company build voice services?

  • For eBusiness & Channel Strategy Professionals

    REPORT: Use In-App Messaging To Drive App Updates

    Screen-Shot Examples Of In-App Messaging Highlight Best Practices

    April 5, 2019 Julie A. Ask

    One of the most frequently asked questions Forrester receives from mobile app product owners is, “What do I need to do to drive app updates?” In-app messaging is one method. Progressively urgent nudging trumps ultimatums, especially if switching costs are low. If you are in retail banking, being polite and persistent will yield results. If you’re in a nice-to-have, not need-to-have, category, you’ll have to work harder. This PowerPoint deck contains annotated screen shots from financial services and other brands that show how to do in-app messaging well.

  • For Customer Experience Professionals

    REPORT: The Canada Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    March 4, 2019 Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 184 brands across 17 industries in the Canada Customer Experience Index (CX Index™). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For CIO Professionals

    REPORT: Prepare For Blockchain's Impact On The Telecommunications Sector

    Distributed Ledger Technology Offers The Potential For New Services And Efficiencies For Telcos And Their Customers

    February 15, 2019 Dan Bieler

    The telecommunications sector has been slow to embrace the opportunities of distributed ledger technology, AKA blockchain. This follower approach is risky: The emerging virtualization of network infrastructure could give rise to a new wave of attacks on potential telco revenue opportunities by over-the-top players and technology firms. This report helps CIOs in and around the telecom sector by outlining the opportunities that blockchain can bring to telcos and in which areas other businesses should collaborate with telcos around blockchain.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Join The Progressive Web App Movement

    Apple's On Board To Help You Build A Mobile Website That Combines The Frictionlessness Of The Web With The Experience Of An App

    February 12, 2019 Ted Schadler

    Now that Apple supports the progressive web app (PWA) standards that Google pioneered, it's time to join organizations like eBay, the Financial Times, Flipkart, Starbucks, and West Elm in the movement to build progressive web apps that combine the discoverability and reach of the web with the experience and engagement of an app. As a digital leader, it's your responsibility to spark a progressive web app movement at your firm to bring app-like experiences to your mobile web. This report shows you how.

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