empowered customers
Empowered customers are growing in number and influence. Learn what increased customer empowerment means for your organization.
Insights
Blog
Luxury Brands’ Digital Success Depends On Convenience And Innovation
(guest blog post by Research Associate Victoria Manes) Luxury fashion brands continue to press ahead with their efforts to retain digitally mature luxury consumers. Forrester’s consumer surveys show that luxury consumers are spending more online compared to those who shop in the physical store. They expect brands to deliver innovative, easy, and emotionally engaging experiences. […]
Blog
Key Takeaways From Conversations With Patient Engagement Vendors
The shift to more accountable care and the high prevalence of chronic disease demand more proactive — versus reactive — care delivery models. Healthcare organizations and policymakers recognize that patient engagement improvement is a top priority to move this initiative forward. Discover key insights from conversations with patient engagement vendors.
Turn 2023 Predictions Into Bold Action
Join us for Predictions 2023 Live to learn how to focus your priorities for success in the year ahead.
Blog
“You’re Dead To Me,” Said The Patient To Their Patient Portal
Read this blog to understand what precision nudging is and how it will help improve patient communication, engagement, and outcomes.
Blog
Economic Uncertainty: Here’s How Consumers Are Responding
The economic turmoil trailing in the wake of the COVID-19 pandemic is roiling. CMOs cannot simply dust off their recession playbooks from years past and expect to understand — let alone serve — customers today: The unique combination of social, economic, and political tensions in this moment will shape when, where, and why consumers are […]
Blog
The Customer Lifecycle Is The Design Muse To Accelerate Your Journey To Customer Obsession
Learn how the Forrester Customer Lifecycle Framework helps B2B and B2C business leaders — enterprisewide! — calibrate what are too often internally focused processes instead of the customer’s process and perspective in order to become more customer-obsessed.
Blog
Invest In The Right Technologies To Improve Your Customers’ Financial Well-Being
The Forrester Financial Well-Being Tech Tide™ report presents an analysis of the maturity and business value of the 18 technology categories that support financial well-being. Financial services executives should read this report to shape their firm’s investment approach to these technologies.
Tackle 2023 With Bold Action & Clear Focus
Get our Predictions 2023 Guide to see the 12 big-impact dynamics that leaders will have to navigate in the coming year.
Blog
What Peloton Forecasts Got Wrong
Yesterday, Peloton announced that it is temporarily halting production of its connected fitness products in the face of waning consumer demand. The surge of explosive growth in the early days of the COVID-19 pandemic — to the point that product delivery barely kept pace with the influx of purchase orders — established the company as […]
Blog
Predictions 2022: Weary Consumers Seek Immediate Happiness And Comfort
In 2022, consumers will continue testing new ways to fulfill their needs with an eye towards long-tail pandemic disruption. In the process, their new behaviors will create new economies.
Blog
Creative Consumers Demand Your Creative Response
More consumers are open to trying new brands, products, and experiences. Learn the three key implications of this trend in this post.
Blog
Choose Your Loyalty Service Provider Based On Three Capabilities
Globally, we’re seeing a proliferation of brands that are investing in loyalty — whether for the first time or to revamp their existing strategy and programs. In fact, 83% of the brands we surveyed for our new Forrester Wave™ evaluation on loyalty service providers are increasing their investment in loyalty by 5% or more this […]