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FORRESTERNOW

As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Wearables Are For Consumers — Not Doctors

    Doctors Don't Need Or Want The Data
    April 20, 2021 | Julie Ask

    Consumer wearables and the data that they generate help consumers with their own health and wellness. While physicians may occasionally rely on data from consumer wearables to find evidence of...

  • Webinar The State Of Chat In Retail: The Current And Future States

    February 23, 2021 | Julie Ask, Nicole Murgia, Hailey Colin

    Consumers are increasingly comfortable engaging with brands on mobile platforms, yet many chat experiences don't support modern interactions such as e-commerce. In our evaluation of 113 top brands,...

  • Report Anticipatory Experiences: The Challenges

    Anticipating Customers' Needs And Serving Them Proactively In Their Moments Is Extremely Difficult
    January 20, 2021 | Julie Ask

    Businesses believe they can deliver value to their customers and differentiate from their competition by anticipating customers' needs and acting on that information. Both aspects — anticipating...

  • Webinar Asynchronous Chat: The Role of Messaging And Third-Party Platforms In Customer Service

    October 6, 2020 | Julie Ask, Ian Jacobs, Hailey Colin

    Customer service organizations are adapting to increasingly social and connected consumers seeking service in their preferred channel. Consumers have embraced platforms like Apple Business Chat...

  • Report Join The Progressive Web App Movement

    The Spike In Online Commerce Has Raised The Urgency For An App-Like Mobile Web Experience, Tailor-Made For Progressive Web Apps
    May 6, 2020 | Ted Schadler

    Now that Apple supports the progressive web app (PWA) standards that Google pioneered, it's time to join organizations like eBay, the Financial Times, Flipkart.com, Starbucks, and West Elm in the...

  • Report Mobile Commerce In 2030

    mCommerce Is A New Mobile Services Economy, Not Mini eCommerce
    December 4, 2019 | Sucharita Kodali, Julie Ask

    Investments in mobile have been one of the most important shifts for consumer-facing businesses in the last decade, but companies will need to modify their strategies and plans to accommodate...

  • Webinar The Essentials Of Voice, 2019

    September 24, 2019 | Julie Ask, Ian Jacobs, Jennifer Wise

    Firms place too much cognitive load on consumers in the context of digital experiences. Conversational interfaces offer one opportunity to lighten this load by allowing consumers to use natural...

  • Report Notifications In Regulated Industries: Healthcare

    This Infographic Outlines The Current Environment, Challenges, And Solutions For Secure Messaging

    Three-quarters of healthcare, financial services, and insurance firms are using SMS or push notifications. Their primary objectives? Improving the customer experience and reducing operational...

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