Media Alert

Forrester Research, Inc. (Nasdaq: FORR) today announced its 2015 second-quarter financial results. The company also announced that its board of directors authorized a $25 million increase in the company’s stock repurchase program, bringing the total available repurchase authorization to approximately $45.0 million. Second-Quarter Financial Performance Total revenues were $82.8 million for the second quarter of [...]

Marketers pay lip service to putting the customer at the center of everything they do, but in practice, many roadblocks still stand in the way of making customer obsession a reality. In a new Forrester/ANA survey of 61 marketing leaders, 87% agree that adopting a customer-life-cycle-based approach is better than the sales and marketing funnel [...]

Cross-channel retail sales in Europe — purchases that consumers begin using a digital channel but do not complete online — will reach €704 billion by 2020, up from €457 billion this year, according to a new Forrester forecast. Combined with online sales, these cross-channel sales are expected to reach €947 billion, which means 53% of [...]

Seven of the 10 worst organizations in Forrester’s US Customer Experience Index are US federal agencies, and only one-third of Americans say that their experience with the US government meets expectations. Local governments aren’t faring better. New research from Forrester says that governments need to operate similarly to businesses and must embrace four customer-centric imperatives [...]

According to Forrester surveys, about 13% of US online adults report using one or more smart home device. But because there are so many activities, technologies, and economic interests involved, no one company is dominating or ever will be able to dominate a unified smart home market, writes Forrester in new research. Rather, everyone from [...]

SINGAPORE, July 22, 2015 – Forrester Research, Inc. (Nasdaq: FORR) today announced a series of CMO and CIO Summits for Asia Pacific 2015 in Singapore, Sydney and Mumbai. For the first time in Asia Pacific, these summits will focus on the needs of both CMOs and CIOs, who must work together to lead their organizations [...]

Forrester Research, Inc.’s (Nasdaq: FORR) Summit For Marketing Leaders returns to Sydney on September 15, 2015. Entitled “Connect, Engage, Deliver,” the Summit will focus on the real-world solutions to critical challenges faced by marketing leaders to connect and engage with today’s customers and how to nurture a customer-obsessed imperative throughout the organization. Michael Barnes, Forrester [...]

Ninety percent of tech leaders and 83% of business leaders believe the No. 1 priority for enterprises in 2015 is to increase the use of innovative technologies, according to a Forrester survey. Augmented reality and virtual reality play a critical role in enhancing worker productivity and enriching and creating better customer experiences, according to a [...]

Forrester Research, Inc. (Nasdaq: FORR) today announced a series of CMO and CIO Summits for Asia Pacific 2015 in Singapore, Sydney, and Mumbai. For the first time in Asia Pacific, these Summits will focus on the needs of both CMOs and CIOs, who must work together to lead their organizations in identifying and mobilizing for the [...]

While paid search and email marketing still top retailers’ list of effective customer acquisition channels, social media has moved up the ranks to become an important tool for engaging with and attracting new customers. According to the State Of Retailing Online 2015, conducted by Shop.org, Forrester Research Inc. (Nasdaq: FORR), and Bizrate Insights, 25% of [...]

Earlier-generation business intelligence (BI) creates challenges — enterprises are transforming only 40% of their structured data and 31% of their unstructured data into information and insights, according to Forrester data. Business leaders have deployed new approaches and technologies to address these limitations, including agile BI and big data — but they still come up short [...]

Over the next five years, smartphone adoption in Asia Pacific will nearly double — from 1 billion unique users in 2014 to 2 billion users in 2019 — representing 83% of the region’s total unique mobile subscribers. According to Forrester’s Asia Pacific mobile and smartphone forecast, last year marked the first time more people in [...]

Inadvertently granting access to personal data is the single biggest concern for one-fifth of US adults who use the Internet, according to a new Forrester survey of nearly 7,000 North American consumers. And this is just one data point illustrating consumers’ increased frustration with the general deterioration of their privacy. Nearly 25% of US consumers [...]

As business and technology leaders set their business technology (BT) agenda — the technologies that win, serve, and retain customers — one of the roadblocks they face is updating, upgrading, and rationalizing existing systems. These legacy applications, according to new Forrester research on the future of business applications, are limiting tech innovation and ultimately business [...]

Over an eight-year period from 2007 to 2014, the total stock returns of CX leaders outperformed both a portfolio of CX laggards and the S&P 500. Seems like a clear sign that CX performance is a key driver for business success. But when you crack open these portfolios, you find exceptions — like Borders and [...]

Apple, Google, and Microsoft will battle it out over the next several years to be the enterprise tablet leader as firms invest in company-owned tablets at an increasing rate. In fact, while global tablet sales have hit a serious plateau, according to Forrester’s five-year global tablet forecast — growing to just 250 million units sold [...]

Firms still predominantly believe improving their customer experience hinges on the effectiveness and ease of any particular interaction. Between 2011 and 2014, higher levels of these two dimensions contributed to a 13% bump in customers’ enjoyment of their experiences. Yet, according to a Forrester survey of 45,000 consumers, it is emotion — how customers feel [...]

Is the energy around buy buttons premature? Vice President and Principal Analyst Sucharita Mulpuru recently analyzed the state of this eCommerce hot topic for key players: Pinterest, Facebook, Twitter, Instagram, Google, and perhaps the most disruptive — Amazon. Given that more and more eCommerce traffic is organic, Mulpuru doesn’t expect a major shift in how [...]

Apple owns just 3% of all smartphone minutes spent in apps, according to a new Forrester app behavioral study, which surveyed nearly 2,000 US smartphone owners between October and December 2014. This lags far behind leaders Facebook (13%) and Google (12%) and is on par with Amazon (3%), Yahoo (2%), and Microsoft (1%). Google and [...]