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: Notifications In Regulated Industries: Healthcare

    This Infographic Outlines The Current Environment, Challenges, And Solutions For Secure Messaging

    May 17, 2019 Arielle Trzcinski, Julie A. Ask, Heidi Shey, Fatemeh Khatibloo

    Three-quarters of healthcare, financial services, and insurance firms are using SMS or push notifications. Their primary objectives? Improving the customer experience and reducing operational costs, such as inbound calls to the contact center, fraud, and appointment no-shows. But messaging remains aspirational for most firms, as the combination of risk-averse compliance teams and restrictive regulations prevents them from sending content in mobile messages that would achieve these goals.

  • For Customer Insights Professionals

    REPORT: Forrester Analytics: Online Population Forecast, 2019 To 2024 (Global)

    ForecastView Document

    May 14, 2019 Satish Meena, Sanjeev Kumar

    In 2018 we hit a major milestone as the global online population crossed the quintessential 50% mark. This report shows which regions lead and trail in adoption, it forecasts the online population for five regions and 55 countries across the world, and it sizes and forecasts the mobile online population. In addition, it breaks out the total online population for 17 countries by age group.

  • 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.

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