Media Alert

As the majority of North American online adults expect banks to offer a mobile app, Forrester released Industry Wave evaluations that rank the strengths and weaknesses of the largest US and Canada banks’ mobile apps. While the overall functionality of current mobile apps is typically robust, the user experience is often just OK. US leaders are [...]

Forrester predicts that the use of mobile wallets will establish itself as a new mixed marketing channel in the next five years. Mobile wallets grow in appeal as consumers desire better shopping experiences. However, marketers in Europe and the US have been challenged to mimic the success of mobile wallet solutions in China and Asia [...]

Forrester forecasts that video will account for 93% of incremental display ad dollars with mobile as its primary platform. Mobile will stand for 72% of incremental ad dollars, most of which will be for in-app video. The increase in video ad dollars can be attributed to the growth of online’s share of the total time US [...]

Despite Washington’s focus on customer experience, federal CX remains overwhelmingly weak compared with the private sector’s, according to Forrester’s US Federal Customer Experience Index, 2018. After evaluating CX at 15 federal agencies and programs, government’s average score was 59 out of 100, which is unchanged from the previous two years and 10 points lower than the private sector [...]

Forrester evaluated the top retail tech trends that will help retailers improve CX and found that omnichannel, data analytics, and personalization remain high-priority technologies, while others like artificial intelligence and digital store have emerged in importance. Medium-priority tech that is on the radar includes chatbots, subscription services, and automated checkout, while technologies like the internet of things and [...]

Some of the largest vendors and biggest industry players are investing heavily to move quantum computing from research to reality. Enterprises must understand what this disruptive technology is and when it will be implemented in software and hardware they can acquire. Click here for more information, and please contact press@forrester.com if you’d like a copy [...]

According to a new survey by Forrester and the Association of National Advertisers (ANA), the adoption of data-driven TV-planning techniques has arrived. Addressable and advanced TV advertising — which targets viewers with personalized, pinpoint precision — is making significant headway in the marketplace: 15% of ANA members are already incorporating these techniques into their ad plans, [...]

Forrester released new data that forecasts that 55% of European retail sales will either take place online or be digitally influenced offline sales by 2021, as an increasing number of customers spend time researching online before purchasing. In addition, smartphones and tablets are expected to influence €620 billion of retail sales in 2022, up from €306 [...]

While retailers have been aggressively investing in mobile, new Forrester data suggests that the percentage of online sales made via mobile phone declined from 43% in 2016 to 36% in 2017. However, at the same time, eCommerce grew by 14%. Factors that are limiting mobile shopping growth include: Shoppers are buying less on mobile phones; [...]

Platform businesses reshape industries by dramatically improving the economics of integration and service delivery. Businesses can participate in a platform economy by exposing capabilities via APIs and adopting partners’ platforms. Forrester assesses 33 platform businesses, including Dropbox, General Electric, and PayPal, to help companies build services that customers and suppliers can embed into their operations. [...]

Businesses are changing in ways that require more digital automation than ever before. They must now rethink their approach to process initiatives to support a level of automation most are unprepared to address. Forrester examines how process initiatives increasingly focus on digital transformation — and the approaches organizations are taking to accomplish their new goals. [...]

Contact centers struggle to balance the need to contain costs and to provide differentiating customer service. To achieve both goals, brands would do well to explore nontraditional — or gig economy — labor models. Brands can look outside the traditional contact-center labor approach and tap into the “gig economy” talent pool to provide excellent customer [...]

This growth was driven by the tax reform bill that reduced the US federal corporate income tax along with an increase in eCommerce sales. In addition, Amazon’s share of eCommerce retail sales grew from 29% to 33% between 2016 and 2017. Click here for more information, and please contact press@forrester.com if you’d like a copy [...]

Forrester predicts that CMOs will spend more than $122 billion on marketing automation, adtech, and database and analytics tools, along with strategy, advertising, and operations services, by 2022. This is according to a brand-new outlook that analyzes trends and growth in martech investments to show how these technologies will impact marketing. Click here for more [...]

In two new Forrester Industry Wave™ reports, Forrester analyzes the websites of seven US and seven Canadian life insurers to determine how useful their websites are to customers. The findings home in on areas where leading firms are excelling and lagging, and they reinforce the importance of having a functional, informational, and easy-to-use website to [...]

Many businesses are still unclear on the processes, technologies, and challenges involved with implementing digital transformation: 21% of firms Forrester surveyed claimed their transformation was complete, demonstrating a clear disconnect from leaders who treat it as a one-off project instead of the long-term, permanent change it is to an organization’s approach to technology. At 31%, [...]

Forrester looked at physical store trends for brick-and-mortar retailers in the UK and what retailers must do to optimize their investment in physical stores while adapting to eCommerce growth and new consumer shopping behaviors. According to Forrester Data, UK eCommerce grew five times faster than offline commerce in 2017, and by 2022, one-third of non-grocery [...]

Today, 42% of global marketers are taking a hybrid in-house agency approach, forcing CMOs to choose between strategy and execution for each campaign. Forrester instead recommends that firms implement a blended in-house agency design, where they can weave key capabilities across creative, digital marketing, and media to capitalize on each agency’s strengths. See more in this [...]

Despite expected regulatory increases, public cloud adoption in Europe rose from 39% in 2016 to 57% in 2017, a growth rate on par with the US. However, the costs and architectural challenges associated with cloud migration are prompting EU enterprises to opt for hybrid cloud platforms instead of a one-size-fits-all approach. In fact, 71% now [...]