Search Results

• 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 Takeaways From Forrester’s Global Emerging Technology Survey

  March 30, 2021 | Julie Ask

  From October 2018 to December 2020, 365 digital business executives completed Forrester’s Global Emerging Technology Survey. A summary of the survey’s top-line results are shared in this report. We...

• Report The State Of Chat In Retail, 2021

  Consumers Use Chat For Customer Support, Including Prepurchase Support, But Not For Commerce

  March 23, 2021 | Julie Ask, Nicole Murgia

  As consumers increasingly opt to engage with retailers and brands via chat, firms must ensure that customer experiences are efficient, effective, and effortless. Digital business pros have used...

• Report Moments: Maturity Framework 2021

  Leverage The Learnings Of Pioneers To Evolve Your Mobile Messaging Tactics And Capabilities

  March 18, 2021 | Julie Ask

  Future experiences will be rightsized, contextual, and pushed out to consumers in their specific moments of need. Today's well-executed mobile messages most closely resemble future experiences. And...

• 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...

• 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...

• 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...

• 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...

• Report The Life-Changing Magic Of Simplifying Your Mobile App

  My App Is A Kitchen Sink: Now What?

  April 23, 2020 | Julie Ask, Gina Bhawalkar

  What should you do if your mobile app is like a pre-Marie-Kondo kitchen sink — cluttered, messy, and full of junk? Don't just drain it! First, determine the real problem; then, build a plan to...

• Report Guide: How To Use The Moments Index

  Use Forrester's Moments Index To Make Smart DX Channel Choices

  March 9, 2020 | Julie Ask, Angelina Gennis

  Commerce companies 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...

• 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...

• 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 The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Utilities

  December 4, 2019 | Carlton A. Doty, Julie Ask, Martin Gill

  Emerging technologies will impact what is possible in the consumer utilities market — electricity, water, and gas — in terms of controlling consumption but will have less influence on direct...

• Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Wealth Management

  December 4, 2019 | Vijay Raghavan, Oliwia Berdak, Julie Ask

  Future wealth management services will be more natural, personalized, and contextually relevant. Mobile experiences in wealth management will be fueled by emerging technologies and customer-focused...

• Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Transportation

  December 4, 2019 | Carlton A. Doty, Martin Gill, Julie Ask

  Consumers today regularly engage with transportation-as-a-service models like Uber and Lyft via their mobile devices. As new technologies emerge, the transportation industry will be disrupted once...

• Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Media

  December 4, 2019 | Julie Ask, James McQuivey, PhD, Martin Gill

  More than a quarter of US online adults prefer to use their smartphones to purchase digital or downloadable products. Consumers already regularly spend money on digital media like videogames on...

• Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Insurance

  December 4, 2019 | Jeffery Williams, Ellen Carney, Oliwia Berdak

  Emerging technologies will shift the traditional insurance industry to adopt new, digital practices. The accompanying PDF provides a closer look at the impact that emerging technologies will have...

• Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Education

  December 4, 2019 | Julie Ask, Martin Gill, James McQuivey, PhD

  Mobile has long promised to be the great equalizer in education by bringing connectivity to the billions of people who own mobile devices. Emerging technologies will scale education with immersive...

• Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Banking

  December 4, 2019 | Peter Wannemacher, Oliwia Berdak, Julie Ask

  US consumers today complete a double-digit percentage of banking activities on their mobile devices. As mobile technologies advance, so will banking capabilities. Ultimately, consumers will feel as...