Media Alert

This week at Forrester’s CXNYC event, the company released several reports related to the importance of customer experience (CX). According to one of the research reports, titled Customer Experience Drives Revenue Growth, 2016, CX drives three types of customer loyalty — retention, enrichment, and advocacy — which in turn drive increased revenue growth. More specifically, when [...]

Forrester recently analyzed the demand for connected cars and the features that consumers are interested in having in their next vehicles, estimating that one-third of US drivers want connected car features — but today’s offerings are not meeting their expectations. The report predicts that a new class of inexpensive, retrofit devices will enable all players, [...]

Forrester Data estimates that 52 million units of VR head-mounted displays will be in enterprise and consumer use in the US by 2020. Unlike many other VR market forecasts, Forrester’s estimate of demand has data and predictions that are separated out by various product segments, such as high-end VR devices like the Oculus Rift and [...]

Forrester evaluated the mobile banking offerings of the five largest banks in the US — Bank of America (BoA), Wells Fargo, Chase, Citi, and US Bank — and the results show that BoA is the leader among top financial institutions in 2016. Scoring 78 out of a possible 100, the bank’s success is attributed to [...]

Mobile has shifted consumers’ expectations, and for digital businesses, mobile messaging requires a dependency on context to deliver the right message at the right time and in the right place for customers to find it valuable. In a new report, Forrester data shows that most digital business professionals are struggling to take advantage of this [...]

Lloyds Bank received the highest overall score in Forrester’s UK mobile banking functionality review for 2016 — achieving a score of 77 out of 100 in the evaluation across more than 40 criteria and five of the country’s largest retail banks. In the lead position for the second year in a row, Lloyds Bank stands [...]

US department store Sears and UK footwear retailer Schuh top Forrester’s 2015 retail omnichannel functionality benchmark across all categories: online experience, channel consistency, in-store pickup, and in-store experience. Out of the 20 leading retailers from the UK and the US evaluated by Forrester, Sears and Schuh received high marks for services like omnichannel returns, i.e., [...]

In a new report, Forrester shares examples of how popular networks like Facebook, LinkedIn, and Twitter have been linked to harmful attacks and scams, pointing out that they can’t secure their own environments — let alone their users’ data. This is a key reason that cybercriminals use social media to exploit brands and why the channel [...]

Forrester today announced a new research series that focuses on the most innovative technology providers in today’s ever-changing digital landscape: the breakout vendor reports. Launched in conjunction with DIGITAL TRANSFORMATION 2016, the firm’s forum for technology management and digital business leaders, Forrester’s breakout vendor series helps businesses stay up-to-date on the most promising technology innovations [...]

Forrester recently released its US technology spend outlook, which includes data on tech spend and lays out how businesses should position their firms’ tech spending plans (see image below). Key findings show that: While overall US tech market growth in 2016 will be subdued at 4.3% because of weak demand for hardware and licensed software, [...]

Digital experiences are transforming the way customers interact with their banks, and with consumers demanding more personalized experiences, digital banking leaders must go beyond simply developing a “digital strategy” to increase customer retention and drive revenue growth. In a new report, Forrester examines the shifting priorities of digital business strategy executives at North American retail [...]

US online retail sales will reach more than $500 billion by 2020, up from $373 billion in 2016, according to Forrester’s latest eCommerce forecast. Drivers of this growth include better blocking and tackling by web merchants, more omnichannel efforts, an improved US economy, and more growth from Amazon. For example, Forrester estimates that Amazon captured [...]

Cambridge, Mass., April 27, 2016 . . . Forrester Research, Inc. (Nasdaq: FORR) today announced its 2016 first-quarter financial results. First-Quarter Financial Performance Total revenues were $77.4 million for the first quarter of 2016, compared with $75.2 million for the first quarter of 2015. Research revenues increased 3%, and advisory services and events revenues increased [...]

As Forrester predicted, power has shifted from organizations to empowered customers, driving digital disruption and consumer hyperadoption as we enter year five of the age of the customer. In new research launched today at Forrester’s MARKETING Forum in New York City, James McQuivey presented on how having a customer-obsessed operating model is one thing, but [...]

Forrester unveiled new research today at its MARKETING Forum in NYC explaining how marketers can establish and build trust in today’s post-digital world. Fatemeh Khatibloo presented on this new research, focusing in particular on how: Marketers must take a three-pronged approach to build customer trust. Old methods of building customer trust no longer work. Marketers should [...]

Forrester unveiled new research today at its MARKETING 2016 Forum in New York City highlighting how marketers can thrive in a post-digital world. Forrester’s Shar VanBoskirk presented on the topic, and key takeaways included: “Digital” marketers are behind the times. The world is now post-digital because digital is a part of everything we do and [...]

With streaming services like Netflix, marketers are increasingly concerned about how to spend their ad dollars to get in front of nontraditional consumers. While these behaviors may raise red flags, new Forrester data shows that this form of viewing has plateaued, giving marketers plenty of opportunities to reach even the more frequent viewers. For example, in [...]

Tens of billions of connected sensors and objects will surround us in the next 10 years, and it’s time for business-to-consumer (B2C) brands to pay attention. In the near future, the internet of things (IoT) will enable brands to create and deepen relationships with consumers and will force marketing departments to shift from managing products to [...]

With the landscape for security technologies becoming increasingly complex, business leaders are struggling to determine how new and existing solutions fit within their security initiatives. To help address these challenges, Forrester released a new report highlighting the 13 most important security and risk trends to watch in 2016. Key findings include the following: More vendors [...]