Search Results

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  Webinar Marketing Measurement: Better ROI Today, Deeper Insight Tomorrow

  February 9, 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 Now Tech: Product Lifecycle Management For Discrete Manufacturers, Q1 2021

  Forrester's Overview Of 16 Product Lifecycle Management Solution Providers

  February 2, 2021 | George Lawrie

  You can use product lifecycle management (PLM) for discrete manufacturing to boost collaborative innovation, reduce time-to-market for successful products and services, and enable the digital...

• Report Case Study: Nissan Transforms CX And EX Through Seven Customer Journeys

  How Nissan Embraced A Journey-Centric Operating Model To Deliver Customer Value And Business Growth

  December 10, 2020 | Joana de Quintanilha

  Since 2018, Nissan has been on a path to transform its legacy systems and operating model to create a best-in-class integrated customer journey in order to grow its customer base, reduce costs, and...

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  Webinar Smart Manufacturing Predictions 2021

  November 9, 2020 | Paul Miller, Achim Granzen, George Lawrie

  Smart technologies such as robots, machine learning, or the internet of things (IoT) are not new to asset-intensive industries like manufacturing. But the sector’s response to COVID-19 has...

• Forum Technology & Innovation Global

  Adapt To Win

  November 4, 2020 | Live Virtual Experience | Liz Herbert, Matthew Guarini, Brian Hopkins

  In today’s business environment, change is constant. Technology, customer expectations, workforce issues, and economic factors are continually evolving. To thrive in this environment,...

• Forum Security & Risk Global

  Leading the Way

  September 22, 2020 | Live Virtual Experience | Laura Koetzle, Stephanie Balaouras, Heidi Shey

  As attackers get more sophisticated and new technologies emerge, the strategies to protect your organization’s valuable data must also evolve. Attend Security & Risk to learn about...

• 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 How Ending CX Bonuses Boosted CX Scores And Profitability For Volkswagen Group Australia

  July 21, 2020 | Maxie Schmidt-Subramanian

  Even though paying employees for delivering good customer experience (CX) is a bad idea, many firms still do it. This report for CX professionals shows how Volkswagen Group Australia, a firm in an...

• Report Delight The Right Customers To Build A Successful Business

  June 9, 2020 | TJ Keitt

  Businesses often chase high overall customer experience (CX) scores. But these beacon metrics, which measure the average experience across all customers, provide limited insights to business...

• 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...

• Report US Shopper Insights And The Impact Of COVID-19

  As Of Early April 2020

  April 14, 2020 | Sucharita Kodali

  The past few weeks have proven to be tumultuous for retailers as US retail sales have been adversely affected by COVID-19. While March was challenged, many of the moves toward social distancing...

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  Webinar How To Be A Loyalty Company

  February 13, 2020 | Emily Collins

  B2C marketers understand that earning customer loyalty requires more than just offering a loyalty program. Any interaction a customer has with a brand has the potential to impact their loyalty. But...

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  Webinar Select The Right Marketing Measurement Vendor Using The Forrester Wave™

  January 29, 2020 | Tina Moffett, Jim Nail

  Data-driven marketing builds a fact-based marketing strategy. Marketers need the right measurement vendor to wrangle the messy interactions across journeys and use solutions to enable data-driven...

• Report The India Auto Manufacturers Customer Experience Index, 2019

  How Indian Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

  January 28, 2020 | Amit Bhatia

  How well do leading auto manufacturing brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven auto brands that we analyzed as part of the...

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  Webinar Forrester Event Roundup: CES 2020 And What It Means For Your Business

  January 23, 2020 | Nigel Fenwick, Frank Gillett, Paul Miller

  CES is the premier consumer technology event on the calendar. In recent years, CES has morphed into a broad tech innovation conference with an ever-increasing number of connected products using the...

• Report The US Mass-Market Auto Manufacturers Customer Experience Index, 2019

  How US Mass-Market Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

  December 20, 2019 | Michelle Yaiser, Rick Parrish

  How well do leading mass-market auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of the 15 mass-market auto brands that were...

• Report The US Luxury Auto Manufacturers Customer Experience Index, 2019

  How US Luxury Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

  December 19, 2019 | Michelle Yaiser, Rick Parrish

  How well do leading luxury auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of nine luxury auto brands that were analyzed as...

• Report How Customer Experience Drives Business Growth, 2019

  December 13, 2019 | Maxie Schmidt-Subramanian, Laura Garvin Tramm

  Many customer experience (CX) pros find it hard to prove the business impact of improving CX. So Forrester built industry-specific models that show how CX improvements drive growth by increasing...

• 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 Net Promoter Benchmarks, 2019 (US)

  Net Promoter Scores Of 260 Organizations Across 16 Industries

  November 7, 2019 | Maxie Schmidt-Subramanian

  Almost half of firms recently surveyed by Forrester use Net Promoter Score (NPS) as a key performance indicator (KPI) for the success of their customer experience (CX) efforts. In this report, we...

• Report Forrester Infographic: Manufacturing (Good) CX In Asia Pacific

  September 5, 2019 | Amit Bhatia

  References to manufacturing instantly conjure up images of the factory floor or tall chimneys billowing smoke; recall is usually related to how goods get made. But the manufacturing industry is...

• Report The Best And Worst Of Email Marketing, 2019

  Small Improvements Will Boost Response Rates And Sales

  July 22, 2019 | Shar VanBoskirk

  This report identifies the small fixes that every B2C marketer can make to their email marketing campaigns in order to boost performance. Forrester reviewed 100 email marketing campaigns across...

• Report The Canada Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  July 15, 2019 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 161 brands across 14 industries in the Canada Customer Experience...

• Report Making Smart Cities Safe And Secure

  Building Secure And Resilient Digital Systems To Serve Citizens

  July 12, 2019 | Merritt Maxim, Salvatore Schiano

  The era of the connected city has arrived, as municipal leaders around the globe invest in new technologies to optimize existing services and improve overall citizen experience. But with these new...

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  Webinar Chart Your Course To Marketing Measurement Maturity

  July 9, 2019 | Tina Moffett, Jim Nail

  Marketing measurement and optimization is an indispensable discipline for B2C marketing leaders because it helps tame the flood of marketing and customer data, providing insights that fuel business...