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2025: The Digital Banking Landscape Is Poised For Another Transformative Year
Leading banks are leveraging mature and emerging technologies, customer insights, and data to enhance customer experience, increase customer engagement, and drive business growth.
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Stormy Seas Ahead: Top Trends On The Horizon For Healthcare In 2024
Healthcare organizations (HCOs) are navigating turbulent waters as they confront long-standing industry challenges and broad economic currents. Learn how how HCOs can weather the storm and overcome these challenges.
Prove CX ROI And Gain Executive Buy-In
Struggling to make execs see the value of CX? Download our guide and ROI calculator to craft a winning business case and secure funding for your CX initiatives.
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Invisible Experiences: Anticipate Customer Needs With Real-Time Interaction Management
Imagine having a butler who anticipates and serves your needs. Just as Alfred faithfully supports Batman, your personal assistant earns your trust through silent understanding. Now think of this relationship in terms of your experiences with brands. Do those experiences feel invisible and immersive? In Gotham City, Alfred ensures that Batman’s utility belt is always […]
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Tune Commerce Search To Support Santa This Holiday Season
Strong commerce search functionality will be pivotal in your customers’ digital shopping experiences this holiday season — learn what you must do to tune that.
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Think You Know POS? You Might Be Surprised.
Our newly published report, The Point-Of-Service Landscape, Q3 2023, lists the 18 most notable vendors in the space and details the 10 most important use cases that they’re focusing on for clients today. Read this blog for an early look at our findings.
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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. […]
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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.
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“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.
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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 […]
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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.
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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.
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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 […]
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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.
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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.
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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 […]