Search Results

• Report Build The Business Case For Your Digital Investments

  The Business Case Report In The Digital Business Playbook

  January 27, 2021 | Dan Bieler

  You can only improve what you can measure. Businesses must be able to calculate the return on digital investments to justify them. But calculating a precise ROI for digital transformation at the...

• Report Research Overview: Emotion

  A Guide To Our Emotion-Related Research

  January 11, 2021 | Jim Nail, Sarah Dawson

  Emotion is the foundation of consumer decisions, but organizations often prioritize hard data over the challenge of understanding emotions. New scientific insights as well as new measuring tools...

• Report The Future Of Enterprise Marketing Technology

  Vision: The Enterprise Marketing Technology Playbook

  November 25, 2020 | Joe Stanhope, Rusty Warner

  Enterprise B2C marketers have invested heavily in marketing technology (martech) to deliver contextually relevant customer engagement. But to stay ahead of the curve, firms need to rethink their...

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  Webinar Retailers: Optimize Your Post-Purchase Experience To Delight And Win Customers

  November 19, 2020 | Emily Pfeiffer, Brandon Shaik

  Retailers and brands often miss the opportunity to create excellent experiences for their customers even after capturing an order. Unlike with regular marketing emails, customers are much more...

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  Webinar Sharpen Your Customer Acquisition By Learning From Fast-Growing DTC Startups

  October 7, 2020 | Ryan Skinner, Sarah Dawson

  Direct-to-consumer (DTC) startups may still be small, but they’re grabbing much of the growth in sector after sector. Their acquisition practices provide a number of best practices for larger...

• Forum Summit Asia Pacific

  The must-attend event for B2B & B2C marketing and CX leaders

  September 1, 2020 | Live Virtual Experience | Frederic Giron

  The combined power of Forrester and SiriusDecisions has unleashed a new energy into the products and services available to both the B2B and B2C community. By harnessing this energy, we are bringing...

• Report Marketers' Options Improve As Social Marketing Technologies Converge

  Tools And Technology: The Social Marketing Playbook

  July 17, 2020 | Jessica Liu, Melissa Parrish

  B2C marketers struggle with today's web of social media marketing technologies. The complexity of options, along with use cases that don't always line up with technology capabilities, adds to the...

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  Webinar Marketing Innovation Requires A Moments-Based Ecosystem

  June 3, 2020 | Rusty Warner

  While customer expectations for value and relevance have changed, many organizations have failed to change their marketing approaches to meet — let alone exceed — those...

• Forum CX Sydney

  The Time Is Now: Lead With Experience

  April 30, 2020 | Virtual Event | Michael Barnes

  CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

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  Webinar How To Rebuild Customer Trust After A Data Breach

  April 16, 2020 | Heidi Shey

  How you respond and communicate to customers about a breach and other disruptive events like ransomware sets the tone for recovery. Breach notification is more than just a regulatory requirement;...

• Report Retailers Are Starting To Reap The Rewards Of Omnichannel Commerce

  Landscape: The Omnichannel Commerce Playbook

  March 26, 2020 | Michelle Beeson

  Because customer expectations are so high, digital business professionals are investing heavily in customer-facing and back-end technology to deliver great experiences. This report analyzes...

• Report Speak The Same Language To Harmonize Martech And Digital Experience Initiatives

  Aligning Creatives And Techies Starts By Defining Joint Missions

  March 23, 2020 | Allen Bonde

  With an ever-growing mix of media types and channels, marketing and tech teams must collaborate to deliver high-impact, scalable digital experiences to their shared customers. Aligning around a...

• Report Synergize Marketing Measurement Tools To Optimize Brand Strategy

  March 2, 2020 | Rusty Warner, Tina Moffett, Stephanie Liu

  The confusing landscape of measurement tools makes it difficult for marketers to measure what's working, plan their marketing strategy, and execute that strategy across relevant customer...

• Report Build A Business Case For Digital Insurance Transformation

  Business Case: The Digital Insurance Strategy Playbook

  January 21, 2020 | Zhi-Ying Barry

  Globally, insurers have invested billions of dollars in digital transformation. With greater economic and regulatory uncertainty going into 2020, digital insurance executives will need to not only...

• Report The Digital Upheaval Of Life Insurance In Singapore And Hong Kong

  How To Win Over Empowered Consumers

  January 14, 2020 | Tom Mouhsian, Meng Liu

  Even in Singapore and Hong Kong, two of the most sophisticated life insurance markets in Asia Pacific, digitally empowered customers with heightened digital expectations are likely to switch...

• Report Optimize Customer Experience With A Digital Intelligence Business Case

  Business Case: The Digital Intelligence Playbook

  January 3, 2020 | Cinny Little, James McCormick

  Today's digital analytics practices are advancing the ability to take actions on insights about customers' digital behavior. But that's not enough: Customers' expectations continue to change faster...

• Report Seven Steps To Kick Off A Customer-Obsessed Insights Program

  Beginner Level: Insights Practices For Marketing Innovation

  December 17, 2019 | Srividya Sridharan, Allison Snow

  There's only one way to win in the age of the customer, and that's by being customer obsessed. To successfully pivot from product, growth, shareholder, and other obsessions, firms need to become...

• Forum CX Europe 2019

  Change The Game: Leading Radical CX Innovation

  November 14, 2019 | Joana de Quintanilha

  First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

• Report Make Customer Lifetime Value Your Polaris For Long-Term Growth

  This Customer-Obsessed Metric Brightens The Path To Profitability

  September 26, 2019 | Brandon Purcell, Allison Snow

  Customer lifetime value (CLV) — isn't new, but it's gaining traction as customer insights (CI) professionals seek to maximize efficiency, demonstrate economic value, and leverage advances in data...

• Report How To Calculate Customer Lifetime Value For Your Business

  Choose Your Own CLV Adventure From Four Different Approaches

  September 26, 2019 | Brandon Purcell, Allison Snow

  Customer lifetime value (CLV) is a crucial metric for companies because it allows them to predict the future profitability of their customers, yet firms struggle to calculate it. This report...

• Report Assess Your Digital Insurance Capabilities

  Assessment: The Digital Insurance Strategy Playbook

  June 17, 2019 | Jeffery Williams

  Evolving customer preferences and nontraditional competitive pressures ranging from retail giants like Amazon and insurtech innovators like Lemonade are disrupting the insurance industry. In...

• Report How To Build An Effective Customer Success Planning Framework

  A Guide To Creating A Plan To Ensure Positive B2B Customer Experiences

  April 22, 2019 | TJ Keitt

  Customer success management (CSM) ensures that a business and its clients both get value from their relationship. It does this by guiding clients down a path to reach their desired business...

• Report Reimagine The Product Innovation Cycle For Connected Products

  Product Companies Need Customer Experience Help To Create Connected Experiences Using The Internet Of Things

  February 26, 2019 | Frank Gillett

  For physical goods, the traditional product development process is no longer sufficient. Customers now expect their physical product experiences to be personalized and constantly improving. CIOs...