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• Webinar Marketing Measurement: Better ROI Today, Deeper Insight Tomorrow

  Tuesday, February 9, 2021, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Tina Moffett, Jim Nail

  Statistical analytic techniques used for marketing performance measurement give marketers the confidence to be more accountable for the ROI of their spending. Unified marketing measurement is...

• Webinar Consumer Outlook On 2021

  Thursday, February 4, 2021, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Anjali Lai, Martin Gill

  2020 will be remembered as a transformational year in world history; now, the decisions, actions, and innovations that occur in 2021 will set the trajectory for pandemic recovery and rebound that...

• Report The Retail E-Commerce Metrics That Matter

  Performance Management: The Retail E-Commerce Playbook

  January 25, 2021 | Sucharita Kodali

  To achieve key business goals such as increasing retail sales, digital business retail executives need to ensure that they have the right metrics in place. These metrics should track customers' use...

• Report Improving CX Through Business Discipline Drives Growth

  The Vision Report In The CX Transformation Playbook

  January 25, 2021 | Harley Manning, Rick Parrish

  As power shifts from businesses to customers, more firms respond by transforming their customer experience (CX) in an effort to retain or gain market share. That's a rational response because CX...

• Report The ROI Of CX Transformation

  The Business Case Report In The CX Transformation Playbook

  January 22, 2021 | Maxie Schmidt-Subramanian, Sam Karpinski

  Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX leaders need to invest in areas like...

• Report Gear Up For Experience Design

  Tools And Technology: The User Experience Playbook

  January 21, 2021 | David Truog

  Companies investing in better user experience (UX) need tools for experience design (XD) but face a complex provider landscape spanning 19 categories of digital services and products. These tools...

• Report Implement Effective Customer Service Metrics

  Benchmarks: The Contact Centers For Customer Service Playbook

  January 15, 2021 | Ian Jacobs, Kate Leggett

  Customer service leaders can easily become distracted by the sheer volume of metrics available for tracking operational activities and may fail to deliver on key business goals. To keep customer...

• Report Transform Customer Engagement In These Disruptive Times With A Digital Intelligence Vision

  Vision: The Digital Intelligence Playbook

  January 13, 2021 | James McCormick

  The opportunity to engage customers digitally has never been greater — but so is the cost of failing to meet their expectations. Many digital analytics practices are siloed, tactical, and fixated...

• Report AI-Driven Experiences At The Speed Of Engagement

  Executive Overview: The Digital Intelligence Playbook

  January 12, 2021 | James McCormick

  Insights-driven businesses have an edge on the rest of us: Their digital intelligence (DI) practices synchronize digital analytics with digital interactions to continuously deliver optimized...

• Report Prioritize The Tech That Paves The Path To People-First Marketing

  Tools And Technology: The Experience-Led Marketing Playbook

  January 12, 2021 | Stephanie Liu

  CMOs and marketers are increasingly aware of their potential impact on the customer experience (CX). Nearly half of global marketing decision-makers say it's a high or critical priority. CMOs and...

• Report Now Tech: B2B Marketing Data Providers, Q1 2021

  Forrester's Overview Of 36 B2B Marketing Data Providers

  January 11, 2021 | Steven Casey

  You can use B2B marketing data providers to create personalized and timely account-centric engagement, improve customer marketing, and achieve true customer obsession. But to realize these...

• Report Marketing Measurement's Higher Calling: Lead Your Firm To An Insights-Driven Future

  Vision: The Marketing Measurement And Insights Playbook

  January 5, 2021 | Tina Moffett, Jim Nail

  Statistical analytic techniques used for marketing performance measurement give marketers the confidence to be more accountable for the ROI of their spending. Unified marketing measurement is...

• Report Chief Data Officers: Evolve Your Teams To Accelerate Impact From Data Insights

  January 5, 2021 | Jennifer Belissent, PhD

  In many organizations, the chief data officer (CDO) role has evolved to become more of a chief insights officer with purview over both data and analytics. With a single role responsible for the...

• Report Determine Your Data's Worth: Data Plus Use Equals Value

  Intermediate Level: Strategy Practices For Insights-Driven Businesses

  January 4, 2021 | Jennifer Belissent, PhD

  As the data economy heats up, the fear of being left behind leaves company execs in a cold sweat. Board members ask about data commercialization strategies, and the question that's top of mind for...

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  Playbook The Marketing Measurement And Insights Playbook For 2021

  Embrace A Unified Marketing Measurement Standard

  Marketers must shift their attitude toward measurement from passively reviewing post-campaign reports to proactively analyzing results and optimizing future marketing and business plans. To do...

  Read more of the Executive Overview >
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  Playbook The Digital Intelligence Playbook For 2021

  Data To Experience At The Speed Of Engagement

  Insights-driven businesses have an edge on the rest of us: Their digital intelligence (DI) practices synchronize digital analytics with digital interactions to continuously deliver optimized...

  Read more of the Executive Overview >

• Report Singapore Banking Customers Prefer Hybrid Experiences

  Delight Customers With The Best Of Both Worlds: Digital And Physical

  December 18, 2020 | Tom Mouhsian

  Our annual CX Index and financial services studies offer fresh perspectives on what customers like, trust and prefer. In this report, we focus on customer experiences that take place in both...

• Report Marketing Measurement Morphs Into Insight-Driven Marketing

  Executive Overview: The Marketing Measurement And Insights Playbook

  December 18, 2020 | Tina Moffett

  Marketers must shift their attitude toward measurement from passively reviewing post-campaign reports to proactively analyzing results and optimizing future marketing and business plans. To do...

• Report The Future Of The Empowered Consumer In The US

  The Past Decade Of Consumer Evolution Shows That Consumers Want New Choices, More Immersive Experiences, And Greater Purpose

  December 15, 2020 | Anjali Lai

  People rebound from crises by discovering and flexing their muscles of empowerment. For over 20 years, we've used hundreds of thousands of global consumer surveys to measure the drivers and...

• Report How B2B2C Companies Can Invest In Their Partners And Boost Everyone's Bottom Lines

  Enable Your Partners To Maximize Efficiency And Increase Revenue

  December 14, 2020 | Angelina Gennis, Sam Karpinski

  B2B2C companies face a difficult challenge: How can they provide reliable, consistently excellent, and on-brand experiences to their end customers when they don't own all of the customer...

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  Webinar Digital Experience Is Part Of Your Job

  December 10, 2020 | Rich Lane

  Digital experience monitoring (DEM) is key to understanding how digital users are interacting with your services. Business users own the digital experience (DX) strategy, but they're beholden to...

• Report Build An Insights-Driven Business

  The Executive Overview Of The Insights-Driven Business Playbook

  December 9, 2020 | Srividya Sridharan, Gene Leganza

  In a hypercompetitive business environment and the post-pandemic world, applying data and analytics at every chance to differentiate products and customer experiences is a prerequisite for success....

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  Webinar Customer Insights Predictions 2021

  December 2, 2020 | Gene Leganza, Faith Adams, Cinny Little

  Forrester has solid data that shows that insights-driven firms outperform their peers, and our year-on-year data shows that advanced firms are widening the gap even further. Why? If 2020 has taught...

• 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 Deconstructing The Forrester Wave™: Social Listening Platforms, Q4 2020

  November 17, 2020 | Jessica Liu, Sarah Dawson

  Social listening platforms' value extends beyond the marketing department to public relations, consumer insights, market research, customer service, and product teams. Brands can apply social...