Forrester : Transportation & Logistics

Latest Research

For Customer Experience Professionals

REPORT: The US Customer Experience Index, 2017

How Brands Build Loyalty With The Quality Of Their Experience

August 1, 2017 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 314 brands across 21 industries in the US 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 eBusiness & Channel Strategy Professionals

REPORT: Building The Business Case For Omnichannel Commerce

Business Case: The Omnichannel Commerce Playbook

July 31, 2017 Brendan Witcher

Digital retail executives must build effective omnichannel business cases to minimize the risk of launching initiatives that: 1) lack critical internal support; 2) fail to meet customer expectations; and 3) incorrectly measure the program's impact on the total business. This report outlines how to use Forrester's Total Economic Impact™ (TEI) methodology to develop successful omnichannel business plans. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
For CIO Professionals

REPORT: Autonomous Vehicles Will Reshape The Global Economy

Six Transformative Ripple Effects Of Autonomous Transport

July 20, 2017 Laura Koetzle, Carlton A. Doty

Each week brings a new story about autonomous vehicle experiments by disruptive tech companies that threaten the future of century-old auto manufacturers. This is not one of those stories. We instead uncover the downstream impact of widespread automation in transportation, whose ripple effects go beyond the debatable future of personal vehicles to span government, media, shipping, insurance, data security, and everything in between. CIOs: Learn how and when these changes will unfold to prepare your business for the challenges and opportunities ahead.
For CIO Professionals

REPORT: Case Study: Mobike Leverages IoT To Bypass Gridlock

Innovate With The Internet Of Things To Deliver True Value To The Customer

April 26, 2017Travis Wu

Companies in all industries are increasingly looking beyond cost savings to deliver customer value with the internet of things (IoT). IoT products need not be technically complex, but they do have to be customer-obsessed. This case study examines a rapidly growing company named Mobike to unveil how it leverages IoT technologies to intelligently solve a long-standing headache in big cities: the "last mile" problem. CIOs and other business leaders can learn from Mobike's experiences when planning the development of their own IoT solutions.
For CIO Professionals

REPORT: 2017 Tech Budget Benchmarks

Use Our Benchmarks To Transform Your Tech Budget, Not Just Defend It

March 28, 2017 Andrew Bartels

CIOs feel ambivalent about tech budget benchmarks. They need them to respond to CEO and CFO questions about tech spending levels, but they also know the top-line metrics don't really say much. This report provides the top-line tech budget benchmarks for 2017 that CIOs and tech leaders can use to show how their IT spend compares to others. We provide detailed metrics on tech budget composition to help CIOs figure out how to improve the cost/value equation for their firms' tech spending and the value that the technology function provides to the business.