Hannah Jachim

Net Promoter Score℠ (NPS) results from post-journey surveys most likely overstate customer loyalty, because most surveys include only customers who complete their journey and surveys are sent before customers know whether what they did worked. NPS Differs Vastly Depending On Goal Achievement And Confidence In Forrester’s annual journey benchmarking study, we found that goal achievement made a big difference in […]

Automotive firms that design for an “average” driver risk overlooking significant opportunities for growth and innovation. Inclusive design helps OEMs uncover unmet customer needs, create better experiences for more people, and turn accessibility into a competitive advantage.

Forrester’s Total Experience Score shows that many European banks aren’t delivering on brand promises. Explore which banks lead in customer and brand experience.

Forrester analysts visited the IAA Mobility trade show in Munich this year. Here’s some of what they saw and some of what they missed.

AI has the potential to remake how we plan and execute B2B events. Yet despite its potential, Forrester data shows that current uptake is low. Get some insight and analysis of the data from our recent survey on B2B events.

Over the past year, B2B event teams have faced mounting challenges. A volatile economic and political climate has intensified existing pressures around inflation, budgets, and staffing. At the same time, competition for attendees and sponsors has grown fiercer, with leaders struggling to attract both the quantity and quality of participants needed to meet their goals. […]

European B2B marketing is conquering challenges as businesses navigate fluctuating economic climates, process inefficiencies, data management challenges, and recruitment difficulties. Forrester’s Marketing Survey 2024 delves deep into how France, Germany, Italy, Spain, and the UK each present unique markets with distinct regional needs. The insights reveal that:  Investment enthusiasm is shifting across boarders but tech matters […]

European B2B marketers are charting their course through a multifaceted and shifting terrain. Confronted with fluctuating economic climates, inefficiencies in processes, data management hurdles, and recruitment challenges, these decision-makers are tasked with driving customer-obsessed growth through enhanced efficiency and a strong emphasis on innovation to stay ahead in the game.  Delving into insights from Forrester’s […]

On-the-glass and below-the-glass technologies drive digital experiences in manufacturing and help manufacturers adapt to changing customer demands, optimize production processes, and enhance collaboration across the supply chain. Learn how in this preview of our new report.

We reviewed 26 beauty brand websites to compare their direct-to-consumer strength and glean best practices for long-term success. Learn our three key findings in this blog.

Forrester surveyed digital business strategy decision-makers globally on their priorities, investments, and organizational structures.