Media Alert

Consumers are accessing video content across a growing variety of channels, so advertisers can no longer rely on a single channel to deliver their message. Forrester’s new forecast provides data on video users across 14 categories, online versus offline video time spent, and the segmentation of video ad spending across TV, display video, and social [...]

Marketers’ use of artificial intelligence (AI) will multiply and mature in the next five to 10 years. While it won’t fundamentally change the purpose of the marketing function, AI will become CMOs’ best friend, enabling their teams to return to marketing’s essence and embrace modern marketing faster. Forrester predicts that AI will free marketing from [...]

Apple is in a strong financial position today, but its future is not assured: Although both Apple and Amazon have an equal share of customers among US online adults, when forced to choose between the two companies, 42% of customers preferred Amazon, while just 24% chose Apple. James McQuivey explains how brands can learn how to compete [...]

LONDON — 31 July 2018 — Over the next five years, online sales will drive almost half of retail growth in Western Europe. Italy and Spain will see the fastest online sales growth. By 2023, 21% of non-grocery retail sales will be online, up from 13% in 2017. Grocery will be one of the fastest-growing [...]

Cambridge, Mass., July 27, 2018 . . . Forrester Research, Inc. (Nasdaq: FORR) today announced its 2018 second-quarter financial results. Second-Quarter Financial Performance Total revenues were $96.4 million for the second quarter of 2018, compared with $89.7 million for the second quarter of 2017. Research revenues increased 7%, and advisory services and events revenues increased [...]

LONDON — 18 July 2018 — Mobile is becoming the preferred device for consumers on the go in Europe. Marketers know this too well, and, in fact, mobile will account for 70% of digital advertising spend by 2022. Forrester expects mobile ad spend to increase at a compound annual growth rate (CAGR) of 15.9% through [...]

Digital transformation is becoming the norm in China; in the age of the customer, transformation requires gaining predictive insights into customers and business operations. Predictive analytics and machine learning (PAML) is a key technology pillar of artificial intelligence, and enterprises across the globe are increasingly leveraging PAML solutions as they become more insights-driven. Click here for [...]

Human employees are increasingly being paired up with intelligent machines to reshape the future of work. Today there are two principal vectors for integrating intelligent machines into an employee’s daily journey to complete tasks and achieve results. Creating centaurs involves applying these approaches in the right context, to the right task, to augment employee performance. [...]

Mobile is becoming the preferred device for consumers on the go in Europe. Marketers know this too well, and, in fact, mobile will account for 70% of digital advertising spend by 2022. Forrester expects mobile ad spend to increase at a compound annual growth rate (CAGR) of 15.9% through 2022, rising from €19.3 billion in [...]

Forrester identified the top 12 emerging technologies that have massive disruption potential. Three of these — computer vision, deep learning, and natural language generation — will help firms build decision engines that increasingly automate operations and engagement processes. Click here for more information, and please contact press@forrester.com if you’d like a copy of this report.

Connected technologies are transforming sports, from the individual consumer to professional athletes. Massive data collection and analysis allows individuals, teams, and leagues to monitor performance in real time and optimize coaching and athletic performance. While business leaders are excited about the possibilities, connected tech introduces a range of new security and risk threats. Click here for [...]

Forrester announced today that it has acquired FeedbackNow, a maker of physical buttons and monitoring software that companies deploy to measure, analyze, and improve customer experience. Forrester also acquired GlimpzIt, an artificial intelligence and machine-learning provider based in San Francisco. The acquisitions of FeedbackNow and GlimpzIt are part of Forrester’s plan to build a real-time [...]

For the fourth year in a row, USAA was the top-ranked auto and home insurance brand for effective, easy, and emotionally positive CX. The biggest rise in the industry, American Family, jumped 11 spots to fourth place — largely due to Progressive falling seven spots in the rankings. Additionally, Erie Insurance moved up to second [...]

While CX slightly decreased, brokerage leaders USAA and Edward Jones have held their No. 1 positions for three years in a row. Capital One is on the uptick, jumping up five spots from 12th to seventh for direct brokerage brands. AXA Advisors fell seven spots in the multichannel rankings as a result of customer complaints [...]

The average score of luxury auto manufacturers increased by two points, as Forrester ranked CX quality of 22 luxury and mass-market auto brands. For the third year in a row, top-notch purchase experience puts Subaru ahead of other mass-market counterparts. On the luxury side, Lexus is still No. 1 for service quality, and Mercedes-Benz remains [...]

The first year it is ranked in Forrester’s US Customer Experience Index, Trader Joe’s got the top spot in multichannel retail with 87% of clients praising the easy shopping experience, and Home Shopping Network topped the digital rating — five places up versus 2017. Drastic changes happened to the low performers: Saks Fifth Avenue fell [...]

With no clear CX leaders among 287 brands across 19 industries, Forrester’s US Customer Experience Index, 2018 indicates lack of progress and overall mediocre performance in brands’ ability to please their customers. Of all the brands ranked, Navy Federal Credit Union tops the list, while banks and luxury auto manufacturers have the highest average score. On [...]

Aside from leading banks like Navy Federal and USAA, the average quality of CX remained flat for both multichannel and direct banks, showing that banks are failing to provide their customers with high-quality experiences. Click here for more information, and please contact press@forrester.com if you’d like a copy of this report.

Kaiser Permanente Health Plan topped the ranking for the fourth year in a row, while Health Net plummeted 10 spots to 14th place. Despite customer service being the highest-performing driver category for health insurers, only 56% of Forrester’s respondents report good experience here, down one point from 2017. Kaiser Permanente’s success shows that effective and positive [...]