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  • Report The Canada Customer Experience Index, 2016

    Canadian Company Scores Reveal A Year Of Stagnation
    September 29, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in Canada and the specific brands that you must beat to...

  • Report Do Smartphone Owners Use The App, The Mobile Site, Or Both?

    A Forrester Data Snapshot
    June 15, 2016 | Nicole Dvorak, Kyle Steinhouse

    Apps and mobile websites serve both distinct and overlapping needs, sometimes for the same customer. By looking at consumers’ passively collected behavior on smartphones, we found that for some...

  • Report The New Mobile Mind Shift Index

    Analyzing The Appetites Of Your Mobile Customers
    June 3, 2014 | Josh Bernoff, Roxana Strohmenger

    You can better connect with your customers by engaging with them in their mobile moments. But which customers are ready? In this report, we introduce the newly revised Mobile Mind Shift Index...

  • Report Forrester Research Mobile And Tablet Commerce Forecast, 2013 To 2018 (US)

    ForecastView Spreadsheet
    March 25, 2014 | Susan Wu

    2013 was a clear turning point for mobile commerce (mCommerce) in the US. Retailers are currently undergoing a business model transition similar to the one that occurred almost a decade ago with...

  • Report Building A Digital Travel Business

    Multichannel Strategies To Better Serve The Connected Traveler
    January 29, 2014 | Martin Gill

    The act of traveling may always be immune to digital disruption, but the way in which travelers engage with the experience is ripe for digital enhancement. The Internet has revolutionized the way...

  • Report US Mobile Travel Bookers

    A Consumer Technographics® Overview
    October 3, 2013 | Molly Huie

    In a world of smartphones, tablets, the mobile Internet, and apps, there is a small but important group of US travelers who have used their connectedness to book leisure trips on a mobile device in...

  • Report Case Study: Amtrak Brings Rail Ticketing Into The 21st Century

    Mobile Ticketing Heralds A Cultural Revolution For Amtrak
    July 18, 2013 | Martin Gill

    When Amtrak's senior director of business mobile systems set about bringing the rail ticketing process into the 21st century, he faced a double challenge. He was not only embarking on an ambitious...

  • Report Forrester Research Mobile Commerce Forecast, 2012 To 2017 (US)

    ForecastView Spreadsheet
    August 8, 2012 | Susan Wu

    Includes mobile buyers as well as revenue segmented by retail sales, travel, and daily deals, with average spend per mobile buyer. Includes data from 2010 plus a five-year forecast.

  • Report ForecastView — An Overview Of Our Global Forecasts

    June 12, 2012 | Vikram Sehgal

    Forrester's ForecastView service provides reliable insight into the online, mobile, and emerging technology markets. It offers a framework for understanding market drivers and inhibitors and helps...

  • Report US Online Leisure And Unmanaged Business Travel Forecast, 2011 To 2016

    July 25, 2011 | Henry H. Harteveldt

    Forrester's 2011 to 2016 forecast of US leisure and unmanaged business travel illustrates a mature market due to a plateau in Bookers and the high penetration of suppliers already generating a...

  • Report Why Smartphones Will Become One Of Travel's Two Most Important Touchpoints

    July 11, 2011 | Henry H. Harteveldt

    Mobile is an ideal channel for travelers. Within this touchpoint, smartphones excel. Though just 22% of all US online adults have a smartphone, 35% of US online leisure travelers and 55% of...

  • Report Mobile Channel Strategy: An Overview

    How eBusiness Leaders Should Approach Mobile As A Sales And Service Channel

    Across the globe, the mobile channel is growing at a rapid rate. eBusiness and channel strategy leaders at B2B and B2C firms are at the forefront: 94% of eBusiness managers we surveyed are either...

  • Report Mobile Is Not Just Another Channel

    How eBusiness Executives Can Create Unique Offerings For Portable Devices
    February 25, 2011 | Julie Ask

    eBusiness professionals often start mobile initiatives by thinking, "How do I scale down my PC-based web experience and leverage my existing infrastructure?" This approach is pragmatic in that it...

  • Report How Travel eBusiness Can Win Friends And Influence Travelers

    An In-Depth Look At Travel Social Fans, The Travelers Who Friend, Follow, Or Fan Travel Companies And Destinations On Social Media Sites
    September 3, 2010 | Henry H. Harteveldt, Elizabeth Stark

    Travelers view social media as more than a way to stay in touch with people they know. Forrester data reveals that two in five US online leisure travelers have friended, followed, or become a fan...

  • Report How Travel eBusiness Can Engage Conversationalists, The New Social Media Group

    July 28, 2010 | Henry H. Harteveldt

    From 2008 to 2010, 26.3 million more US online leisure travelers began using social media. Members of the group that travel eBusiness professionals need to pay attention to for their social...

  • Report A Market Researcher's Introduction To The Future Of Online Customer Experience

    June 30, 2010 | Reineke Reitsma

    The types of devices people use to connect to the Web are proliferating. Portable devices are rapidly getting more powerful, and as a result, the tradeoff between mobility and capability is...

  • Report Using Digital Channels To Create Breakthrough Multichannel Relationships

    How eBusiness Executives Can Adapt To Changing Consumer Behavior
    February 5, 2010 | Henry H. Harteveldt

    Operating in a multichannel environment isn't new, but it's becoming increasingly complex. Customers spend more time online and increasingly use digital channels to do more than just buy goods —...

  • Report Technographics® Survey Highlights: US Travel Social And Mobile Adoption

    North American Technographics Travel and Automotive Online Survey, Q4 2009 (US)
    January 28, 2010 | Ina Mitskaviets

    This highlight deck summarizes the key findings on travel-related social and mobile adoption from Forrester's North American Technographics Travel And Automotive Online Survey, Q4 2009 (US).

  • Report The Future Of Online Customer Experience

    It Looks Customized, Aggregated, Relevant, And Social
    January 28, 2010 | Moira Dorsey

    Forrester believes that four attributes will characterize the next phase of development of the Web. Online experiences will be: customized by the end user, aggregated at the point of use, relevant...

  • Report The Online Travel Brands That Win With US Leisure Travelers

    Expedia, Priceline, And Stand Out As Favorites
    October 21, 2009 | Henry H. Harteveldt, Elizabeth Stark

    Forrester data shows that 56% of US online leisure travelers research travel using online travel agencies (OTAs), 34% use discount travel sites like Hotwire, and 18% use metasearch sites like...

  • Report Using Digital Channels To Calm The Angry Traveler

    August 4, 2009 | Henry H. Harteveldt

    Travelers are fed up. There are 15% fewer travelers who enjoy using the Web in 2009 than there were in 2007. Just one in three US online travelers feels that travel Web sites do a good job...

  • Report Travel eBusiness Must Champion Mobile Booking Benefits

    July 22, 2009 | Diane Clarkson

    One in three US online business travelers and nearly one in four US online leisure travelers own Web-enabled mobile phones. Roughly one-half of these travelers have used their mobile devices for...

  • Report Case Study: American Airlines Utilizes Multiple Channels To Reach Most Passengers

    A Mobile POST Case Study
    July 1, 2009 | Julie Ask, Seth Fowler

    American Airlines' mobile strategy is wide-reaching to reflect the many different people who fly with the company. Many of its passengers are Connectors, who are well positioned to take advantage...

  • Report Travel: How To Use eBusiness Effectively In A Crisis

    May 8, 2009 | Henry H. Harteveldt

    The H1N1 virus is having enormous impact on the global travel industry. Though the industry clearly cannot control external events such as health crises, terrorism, or natural disasters, it can...

  • Report Technographics® Survey Highlights: North American Technographics Travel Online Survey, Q1 2009

    April 9, 2009 | Ina Mitskaviets

    This highlight deck summarizes the key findings from Forrester's North American Technographics Travel Online Survey, Q1 2009.

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