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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 Q&A: The Marketer's Guide To SMS

    So You Want To Set Up An SMS Marketing Program. Here's What B2C Marketers Should Know
    March 3, 2021 | Stephanie Liu

    SMS offers opportunities for B2C marketers to communicate directly with customers in a highly engaging format. However, it's also a unique message format that requires additional consideration...

  • Report The Forrester Tech Tide™: Digital Intelligence Technologies, Q1 2021

    Sixteen Technologies Underpin Digital Intelligence
    March 2, 2021 | James McCormick

    Digital intelligence (DI) practices are increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in DI, companies are evaluating and...

  • 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...

  • Forum Data Strategy & Insights

    Thought leadership, strategic direction, and networking opportunities needed to shape your data and analytics strategy for the coming decade.
    October 14, 2020 | Live Virtual Experience | Brandon Purcell, Noel Yuhanna, Boris Evelson

    Are you ready to turn your organization into an insights-driven enterprise? Join more than 20 Forrester analysts, industry speakers, and over 650 data and analytics practitioners for two days at...

  • 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 How 5G And Edge Computing Advance IoT Value

    This Dynamic Duo Dramatically Expands IoT Insights And Speed
    July 31, 2020 | Michele Pelino, James Staten

    5G networks promise exponential bandwidth and ultra-low latency to edge computing solutions that empower near-real-time insights gained from business systems built on internet of things (IoT)...

  • Report The Forrester Wave™: Location Intelligence Platforms, Q2 2020

    Tools And Technology: The Digital Intelligence Playbook
    June 23, 2020 | James McCormick

    In our 30-criterion evaluation of location intelligence platform providers, we identified the nine most significant ones — CARTO, Esri, Google, Hexagon, MapLarge, Microsoft, Oracle, Salesforce, and...

  • Report Messaging In The Time Of COVID-19

    Generate More Than Sympathetic Communications To Give B2B Customers The Confidence To Survive And Thrive
    June 16, 2020 | Laura Ramos, Meredith Cain

    Communicating your company's response to the coronavirus pandemic requires more than expressing sympathy or reinforcing your philanthropic efforts. Meaningfully supporting and creating value for...

  • Webinar The 5G Opportunity In Financial Services

    5G will become a general-purpose technology for financial services firms, and it will provide new possibilities to create, store, and protect value; to move money; and to access credit. This...

  • Report Now Tech: Mobile Engagement Automation, Q2 2020

    Forrester's Overview Of 25 Mobile Engagement Automation Providers
    May 21, 2020 | Stephanie Liu, Joe Stanhope

    You can use mobile engagement automation (MEA) to identify the right moments to engage with customers, send contextually relevant messages, and engage with customers across the entire customer...

  • 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 Zero Trust Primer For 5G Security Use Cases

    More Bandwidth Means More Data To Protect
    May 1, 2020 | Jeff Pollard

    Security and risk pros concerned about 5G security will find that the security narrative was hijacked — rightfully — by geopolitical and national security concerns. For enterprise security leaders,...

  • Report Securing Private 5G At The Edge: Europe Edition

    Guide To Securing Private 5G And Edge Computing Use Cases For European Organizations
    March 13, 2020 | Paul McKay

    5G networks are being deployed around Europe in 2020; several countries and telecom operators will bring 5G to the consumer market in 2020 and beyond. You'll find the most compelling 5G use cases...

  • Report The CIO's Guide To 5G In Financial Services

    Embrace 5G To Deliver Real-Time Value Propositions And Better Employee Experiences
    March 9, 2020 | Dan Bieler

    5G will become a general-purpose technology for financial services firms, as it provides superfast mobile broadband, massive machine-type communications, and ultra-reliable and low-latency...

  • Report Five Lessons From The Forrester Wave™: UCaaS Providers, Q3 2019

    Unified-Communications-As-A-Service Is About The Entire Solution And Not Just A Cloud-Based Service
    January 24, 2020 | Art Schoeller

    Earlier this year, Forrester evaluated nine unified-communications-as-a-service (UCaaS) vendors and identified five key lessons learned that application development and delivery (AD&D)...

  • 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...

  • 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...

  • Report A Timeline Guide For Your 5G Strategy

    5G Will Be A Long Journey, But Prepare Now — Because The Promise Is Huge

    The rollout of 5G is much more evolutionary than the rollout scenarios of previous cellular standards. The primary reason for the different pace relates to the gradual and piecemeal definition of...

  • Report Non-Public 5G Networks Will Be A Critical Building Block Of Your Enterprise

    Non-Public 5G Networks Boost The Digital Transformation Of Core Processes While Protecting Against Industrial Espionage
    August 30, 2019 | Dan Bieler

    While the concept of non-public 5G networks is nothing new, the rise of the internet of things (IoT) and connected assets is driving more and more companies to investigate the opportunities...

  • Report Now Tech: Location Intelligence Technologies, Q3 2019

    Forrester's Overview Of 34 Location Intelligence Technology Providers
    July 18, 2019 | James McCormick, Emily Miller

    You can use location intelligence technology to make sense of big spatial and customer location data; democratize advanced spatial insights; and scale intelligent business decisions, actions, and...

  • 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...

  • Report Use In-App Messaging To Drive App Updates

    Screen-Shot Examples Of In-App Messaging Highlight Best Practices
    April 5, 2019 | Julie Ask

    One of the most frequently asked questions Forrester receives from mobile app product owners is, “What do I need to do to drive app updates?” In-app messaging is one method. Progressively urgent...

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