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• Report The Forrester Government Wave™: US Federal Government Websites, Q1 2020

  Federal Websites Offer Similarly Strong Experiences And Have Room For Improvement

  February 18, 2020 | Rick Parrish, Gina Bhawalkar

  Websites are the centerpiece of the US federal customer experience (CX). To gauge how well they serve customers, we evaluated seven of the most-visited sites. This report reveals how well they...

• Report The Forrester Investing Wave™: US Websites, Q4 2019

  Firms Must Optimize Their Site's Functionality And Experience Design To Help Investors Access Information

  December 12, 2019 | Vijay Raghavan, Jennifer Wise

  The website is the dominant digital touchpoint for US investors, so digital leaders at investment firms must elevate their web experiences to win, serve, and retain their customers. To see how...

• Report The Forrester Banking Wave™: US Mobile Apps, Q2 2019

  US Mobile Banking Experiences Are Often Effective, Sometimes Easy, But Rarely Evoke Positive Emotions — Leaders Are Improving All Three

  May 15, 2019 | Peter Wannemacher, Gina Bhawalkar, August du Pont

  Mobile apps have become the touchpoint of choice for millions of Americans to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering...

• Report The Forrester Retail Wave™: US Mobile Apps, Q1 2019

  Today's Retail Apps Meet mCommerce Objectives But Fail To Inspire Omnichannel Shopping

  February 25, 2019 | Brendan Miller, Jennifer Wise

  Mobile has become the dominant digital touchpoint, so retailers and digital business professionals must elevate their mobile experiences to win, serve, and retain their loyal customers. In 2017, we...