Search Results

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

  Tuesday, February 23, 2021, 2:00 p.m.-3:00 p.m. Eastern time (19:00-20:00 GMT) | 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 114 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...

• Report Use Popular Third-Party Messaging Platforms For Customer Service

  How To Borrow Moments To Serve Your Customers Where They Already Are

  January 20, 2021 | Julie Ask, Ian Jacobs

  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...

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  Webinar Customer Service Predictions 2021

  Customer Service Becomes A Critical Lifeline For Distressed Customers

  November 20, 2020 | Ian Jacobs, Daniel Hong, Julie Ask

  Customer service has long been tagged with the dreaded “cost center” label. But the pandemic kicked off a sea change in that perception. The purpose of customer service is no longer...

• Blog What Enterprises Can Learn From Campaign Spam

  November 13, 2020 | Julie Ask

  Have you received a text from a political organization that seems like spam? Something like this? Campaign calls and texts are exempt from do-not-call list requirements, but there are still...

• Blog Supporting Healthcare With Connected Devices: AliveCor

  October 29, 2020 | Julie Ask

  My colleagues Alessia Stewart, Paul-Julien Giraud, and I embarked on a journey two months ago to understand how connected devices can support the delivery of healthcare. We thought connected...

• Blog Supporting Healthcare With Connected Devices: Current Health

  October 28, 2020 | Julie Ask

  My colleagues Alessia Stewart, Paul-Julien Giraud, and I embarked on a journey two months ago to understand how connected devices can support the delivery of healthcare. We thought connected...

• Blog Supporting Healthcare With Connected Devices: Oura Ring

  October 27, 2020 | Julie Ask

  My colleagues Alessia Stewart, Paul-Julien Giraud, and I embarked on a journey two months ago to understand how connected devices can support the delivery of healthcare. We thought connected...

• Blog Supporting Healthcare With Connected Devices: Withings

  October 26, 2020 | Julie Ask

  My colleagues Alessia Stewart, Paul-Julien Giraud, and I embarked on a journey two months ago to understand how connected devices can support the delivery of healthcare. We thought connected...

• Blog Supporting Healthcare With IoT: Philips

  October 21, 2020 | Julie Ask

  My colleagues Alessia Stewart, Paul-Julien Giraud, and I embarked on a journey two months ago to understand how connected devices can support the delivery of healthcare. We thought connected...

• Blog 5G Is Here … Kind Of

  October 9, 2020 | Julie Ask

  5G is quickly coming to the forefront of consumer consciousness in the United States. The US-based wireless carriers are running commercials. Samsung has had its devices in the market since 2019,...

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  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...

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  Webinar Forrester's 2020 Moments Map: How To Make Smart Digital Experience Channel Choices

  September 22, 2020 | Julie Ask, Erin Sellers

  In 2020, consumers are more connected than ever across multiple devices, platforms, and channels. However, brands lack the insight into how their customers connect with and use digital experiences,...

• Blog Moments Map: Resolve The Paradox Of Choice To Optimize Your Digital Experience Portfolio

  September 3, 2020 | Julie Ask

  At surface level, brands have a plethora of avenues to connect to their consumers. But alas, it’s the paradox of choice: How do brands prioritize their technology investments to maximize consumer...

• Report Guide: How To Craft A Mobile Notifications Strategy

  Start Creating Your Mobile Notifications Strategy With These 10 Steps

  August 7, 2020 | Julie Ask, Angelina Gennis, Andrew Hogan

  When designing mobile notifications, product owners should pursue a methodical approach that begins with the POST methodology and involves a holistic customer and user experience strategy. This...

• Report The Case For Asynchronous Messaging: Apple Business Chat, Messenger, WhatsApp

  Just Supporting Web And Mobile Chat Is A Missed Opportunity

  July 23, 2020 | Julie Ask, Ian Jacobs

  Consumers love messaging, at least when it comes to keeping in touch with friends and family. But brands have lagged in offering asynchronous messaging conversations with their customers. This...

• Report The 3D Connected Consumer In 2020

  The Combination Of Devices, Platforms, And Channels Redefines How Connected Consumers Are

  July 22, 2020 | Julie Ask, Erin Sellers

  Historically, internet speed and device type have defined how connected consumers are. But this representation is too simplistic today. Three dimensions — devices, platforms, and channels — now...

• Blog Apple WWDC 2020: The Powerful Combination Of Context And Design

  June 22, 2020 | Julie Ask

  Apple continues to innovate through design and the use of context to create highly intuitive experiences for consumers. Examples include surfacing: The most important apps, widgets, and...

• Report The State Of Augmented Reality In Retail: 2020

  Continuous Improvement: The Digital Store Playbook

  June 9, 2020 | Julie Ask, Erin Sellers

  Since IKEA created an interactive experience with its product catalog, the quality of augmented reality (AR) experiences in retail has improved dramatically in the past 10 years. AR now supports...

• Report Augmented Reality In 2020: Ready For Primetime

  Augmented Reality Evolves To Enable Consumers To Experience Products Virtually Before Purchase

  June 9, 2020 | Julie Ask, Erin Sellers

  Augmented reality (AR) has evolved in the past 10 years from being an unstable gimmick to a legitimate way for consumers to experience products and services before they purchase them. This report...

• Blog How Glasses Could Change The Game For Augmented Reality

  June 9, 2020 | Julie Ask

  Recent rumors that Apple will announce a set of Augmented Reality (AR) glasses for $499 in the next two years has stirred up a conversation around what it would mean for consumers. Clients are also...

• Report How To Evolve Your Mobile App

  Make Smart Investment Choices Based On Your Customer's Goals And Needs

  May 22, 2020 | Julie Ask, Andrew Hogan, Kelly Price

  When applied to mobile apps, the definition of great is a constantly moving target because both what technologies can do and what consumers expect of experiences are evolving quickly. Use this...

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  Webinar How To Use Forrester's Moments Index To Prioritize Investments In Your Digital Experience Portfolio

  May 14, 2020 | Julie Ask, Angelina Gennis

  Brands must take a methodical, quantified approach to understand how their customers use, and prefer to use, their services on a host of devices, platforms, and channels. That analysis is the...

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  Webinar The State Of Augmented Reality In Consumer Experiences, 2020

  May 5, 2020 | Julie Ask, Erin Sellers

  Augmented reality (AR) has evolved in the past 10 years from being gimmicky and unstable to being a legitimate way for consumers to experience products and services before they purchase....

• Blog Apple Posts Strong Financial Performance In Difficult Circumstances, Led By Growth In Services Revenue

  May 4, 2020 | Julie Ask

  Apple did well with its Q1 2020 earnings given the circumstances and that nearly 15% of its revenue comes from China, on which it depends for both supply and demand for its products. Apple...