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• Report Inhibitors To Achieving Consumer Digital Experience Goals In The Next Two Years

  A Series Of Executive Conversations On Digital Experiences

  April 1, 2021 | Julie Ask

  "When you look forward two years and think about your aspirations for your consumer digital experiences, what will inhibit you from reaching those goals?" This report shares these perspectives from...

• Report Digital Experience Priorities In The Next Two Years

  A Series Of Executive Conversations On Digital Experiences

  April 1, 2021 | Julie Ask

  "When you look forward two years, how will you describe your digital experiences? What is the next leap forward?" This report shares these perspectives from our "Digital Experience Executive...

• 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...

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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...

• Report Digitize Your Business Strategy

  The Strategy Report In The Digital Business Playbook

  February 28, 2020 | Nigel Fenwick, Julie Ask

  How your business uses digital capabilities to create customer value will define your future success. You must simultaneously deliver operational effectiveness in support of customers. To win, you...

• Report The Impact Of Emerging Technology On Digital Experiences

  How More Than 50 Emerging Technologies Will Impact Data And Experiences For Consumers

  February 24, 2020 | Julie Ask, Kjell Carlsson, PhD, Jeffrey Hammond

  Forrester interviewed more than 150 companies across industries and technology categories to understand how more than 50 technologies will evolve over the next five to 10 years and assess their...

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  Webinar Forrester Event Roundup: CES 2020 And What It Means For Your Business

  January 23, 2020 | Nigel Fenwick, Frank Gillett, Paul Miller

  CES is the premier consumer technology event on the calendar. In recent years, CES has morphed into a broad tech innovation conference with an ever-increasing number of connected products using the...