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• Report Transform The Contact Center For Customer Service Excellence

  Executive Overview: The Contact Centers For Customer Service Playbook

  January 15, 2021 | Kate Leggett

  Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously....

• Report A Post-Truth Climate Is Shaping Gen Z's Consumer Behaviors

  Now More Than Ever, The Next-Generation Consumer Expects Brands To Be Real, Be Respectful, And Represent

  January 14, 2021 | Mike Proulx

  Step aside, Millennials. CMOs have their sights set on the next generation of consumers and for good reason. Gen Z (born in or after 1997) is likely to form the majority of US consumers in just...

• Report Adopt Agile And DevOps To Drive Digital Business Success

  Executive Overview: The Modern Application Delivery Playbook

  January 6, 2021 | Chris Gardner, Jeffrey Hammond

  Every business is now a digital business. Companies are scrambling to respond to consumers' higher expectations and nimbler competitors. Application development and delivery (AD&D) organizations...

• Report The Forrester Digital Experience Review™: US Investing Websites, Q4 2020

  Fidelity Leads With A Breadth Of Functionality, While TD Ameritrade Delivers A Strong User Experience

  December 29, 2020 | Vijay Raghavan, David Truog

  Investment firms' websites have become hubs for their clients' investing activities and financial planning decisions. To gauge the ease and effectiveness of the experiences these websites offer, we...

• Report Digital Rewrites The Rules Of Business

  Vision: The Digital Business Playbook

  December 24, 2020 | Nigel Fenwick, Ted Schadler, Caleb Ewald

  The pandemic reinforced how technology improves the economics and capabilities of every business. Using new digital capabilities, it is 10 times cheaper and faster to adapt your workforce, engage...

• Report The State Of The US Grocery Shopper — COVID-19

  US Grocery Shopper Behaviors In The New Normal

  December 22, 2020 | Sucharita Kodali, Madeline Cyr

  Throughout waves of shutdowns and fears that the coronavirus pandemic has resurged, one place where online adults still show up is in grocery stores. In this way, the pandemic has essentially...

• 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...

• Survey Business Technographics® Software Survey, 2020

  December 14, 2020

  Survey Topics Priorities and structure Software strategy General software questions Application portfolio Packaged software — adoption and vendors Software as a service (SaaS) Platform as a...

• Report US Tech Market Outlook For 2021: After The Election

  How Politics, The Pandemic, And The Economy Will Shape Industry Tech Budgets

  December 3, 2020 | Andrew Bartels

  The pandemic continues, and we'll feel its ongoing impacts throughout 2021. In this report, we provide our projections by industry for tech spending and the split of tech budgets between new...

• Survey Consumer Technographics® Healthcare Topic Insights 2 Survey, 2020

  November 23, 2020

  SURVEY TOPICS Device adoption and attitudes General health and wellness Caregivers and caregiver profile Caregiver challenges Health insurance coverage and interactions Health wearables and smart...

• Survey Business Technographics® Business And Technology Services Survey, 2020

  November 23, 2020

  Survey Topics Priorities Use cases of third-party services Vendor selection and selection criteria Vendors and strategic partnerships Digital transformation Budget and spending Digital business...

• Survey Consumer Technographics® Financial Services Topic Insights 2 Survey, 2020

  November 23, 2020

  SURVEY TOPICS Device adoption and attitudes Financial services general Financial services brand relationships Brand perceptions Engagement Financial well-being SURVEY METHODOLOGY The Forrester...

• Survey Consumer Technographics® Technology, Media, And Telecom Topic Insights 2 Survey, 2020

  November 9, 2020

  SURVEY TOPICS E-books and print media Audio Mobile device accessories Energy Social experience Advertising Telecom services Cord cutting and cord nevers Loyalty and switching service...

• 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,...

• Survey Consumer Technographics® Financial Services Topic Insights 1 Survey, 2020

  November 2, 2020

  SURVEY TOPICS Device adoption and attitudes Financial services general Financial services brand relationships Banking by channel Mobile banking Fintech Payments Point of...

• Survey Consumer Technographics® Retail Topic Insights 2 Survey, 2020

  November 2, 2020

  SURVEY TOPICS Device adoption and attitudes Retailers and purchasing Cross-border online shopping Luxury shopping Subscription replenishment services Direct-to-consumer Social commerce Ratings and...

• Survey Business Technographics® Security Survey, 2020

  October 19, 2020

  Survey Topics Priorities and org structure Cybersecurity and privacy maturity assessment General security questions Technology risk and policy Sourcing strategy Governance, risk, and...

• Survey Consumer Technographics® Healthcare Topic Insights 1 Survey, 2020

  October 19, 2020

  SURVEY TOPICS General health and wellness Medical care and advice Retail clinic Seeking care and care experiences Pharmacy and prescriptions Health insurance plan and coverage Digital health...

• Survey Business Technographics® Infrastructure Survey, 2020

  October 19, 2020

  Survey Topics Priorities Organizational information IT and digital operations Infrastructure initiatives Sourcing strategy Cloud Public cloud Hosted private cloud Internal private cloud Hybrid...

• Survey Consumer Technographics® Technology, Media, And Telecom Topic Insights 1 Survey, 2020

  October 13, 2020

  SURVEY TOPICS Browser and email use Wi-Fi Home networks Energy Paperless billing and autopay Gaming (US) Augmented reality Virtual reality TVs Computers Smartphones Gaming (Canada) Plans and...

• Survey Consumer Technographics® Retail Topic Insights 1 Survey, 2020

  October 5, 2020

  SURVEY TOPICS Device adoption and attitudes Retailer/manufacturer Promotion and coupons Customer acquisition and retention Back-to-school shopping Delivery/fulfillment Returns Retail...

• Survey Consumer Technographics® Financial Services Consumer Buyer Journey Survey, 2020

  September 30, 2020

  SURVEY TOPICS Bank account Credit card Life insurance policy Auto insurance policy Home insurance policy Investment account Mortgage Loan SURVEY METHODOLOGY The Forrester Analytics Consumer...

• 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...

• Survey Consumer Technographics® Healthcare Consumer Buyer Journey Survey, 2020

  September 8, 2020

  TOPICS COVERED Health status Health insurance coverage and brand Health insurance discover phase Health insurance explore phase Health insurance buy phase Health insurance use phase Health...

• Survey Consumer Technographics® Technology, Media, And Telecom Consumer Buyer Journey Survey, 2020

  September 3, 2020

  SURVEY TOPICS HDTV Smartphone Tablet Computer Smartwatch Smart home device Game console or gaming computer Smart speaker Augmented reality or virutal reality device Home telecom service Wireless...