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• Report Developing Tomorrow's Digital Experiences

  December 22, 2017 | Julie Ask, Michael Facemire

  Digital channels are more amorphous and fragmented than ever. However, they share a common core: mobile. Mobile will emerge as the central choreographer in this broader, connected ecosystem....

• Report Forrester Data: Smart Home Devices Forecast, 2017 To 2022 (US)

  ForecastView Document

  October 23, 2017 | Satish Meena, Frank Gillett

  We expect the smart home devices installed base in the US to grow at a five-year compound annual growth rate (CAGR) of 42%, powered by the smart speakers category. We break up this forecast into 12...

• Report Quick Take: Amazon Extends Its Lead By Taking Alexa Intelligent Agent Global

  September 14, 2016 | James McQuivey, PhD

  On September 14, 2016, Amazon announced the availability of Amazon Echo outside the US in its two largest European markets — the UK and Germany. At the same time, Amazon announced a new version of...

• Report Brief: What Salesforce Wear Means For Marketers

  Salesforce.com Supports The Enterprise But Underplays Marketing Potential

  July 16, 2014 | Anthony Mullen

  While interest in wearables is high among consumers, the adoption rate is still too low for most marketers to take notice. But wearables are now a "when," not an "if" — a mass-market product...

• Report Microsoft Ascending

  In First 100 Days, Nadella's Team Shifts To A More Open And Aggressive Posture

  May 28, 2014 | John Rymer, Jeffrey Hammond, James Staten

  When Microsoft named Satya Nadella the third CEO in its history this past February, we posited 10 questions he needed to answer to ensure Microsoft's future relevance to enterprises. As Nadella's...

• Report Pioneer Vendors: Smart, Connected Products For The Internet Of Things

  Five Startups Transforming Customer Experience In A Connected World

  January 6, 2014 | Frank Gillett

  Many companies are rethinking the nature of their products and services as connectivity and control become easier. Smarter, more connected products are being enabled as the Internet of Things (IoT)...

• Report Website Functionality Benchmark: Australian Consumer Electronics Retailers

  Forrester Applies Its Website Functionality Benchmark Methodology To The Websites Of Five Australian Consumer Electronics Retailers

  February 10, 2012 | Steven Noble

  Consumer electronics retailers in Australia face many challenges, but online retail is booming despite the relatively modest feature set provided by most Australian sites. To dig deeper, Forrester...

• Report Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy

  January 23, 2012 | Diane Clarkson

  Online consumers' preferences for online customer service channels are evolving. More online consumers have adopted online self-service in the past two years; it has also disappointed more...

• Report How Spanish Banking Customers Use Different Channels, 2011

  October 31, 2011 | Benjamin Ensor, Sabine Poltermann

  Spanish banks have been at the forefront of banking innovation in Europe, yet customer behavior in Spain has been slow to change. Spanish customers are more likely than customers almost anywhere in...

• Report How German Banking Customers Use Different Channels, 2011

  September 30, 2011 | Vanessa Niemeyer, Ph.D.

  In Germany, as many consumers now bank online as in the branch. Younger, better-educated customers with higher incomes are migrating to the Internet and the mobile channel. While the Web is...

• Report Online Retailing In Australia 2011: Marketing, Merchandising, And Customer Service

  September 28, 2011 | Steven Noble

  Despite the momentum in Australian online retail, the sector is still quite focused on the basics of customer engagement. When it comes to marketing, this means online retailers don't just...

• Report Website Functionality Benchmark: European Consumer Electronics Retailers

  Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Specialist European Consumer Electronics Retailers

  September 12, 2011 | Martin Gill

  Forrester applied its Website Functionality Benchmark evaluation methodology to four European consumer electronics retailers: Best Buy UK, Currys, Darty, and Redcoon. These specialist retailers...

• Report Website Functionality Benchmark 2011: Luxury Fashion Brands

  Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Five European Luxury Fashion Brands

  May 23, 2011 | Andrea Carini

  Forrester evaluated the transactional websites of five European luxury fashion brands — Burberry, Dolce&Gabbana, Gucci, Hermes, and Louis Vuitton — using our Website Functionality Benchmark...

• Report Want Loyalty? Improve Your Call Center Customer Experience

  Call Center Satisfaction Ties To Loyalty Across 11 Industries

  May 13, 2011 | Kerry Bodine

  Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly...

• Report Mastering Login Issues

  Ensuring Your Website Maximizes Login Resolution

  April 12, 2011 | Diane Clarkson

  Login management is a critical eBusiness issue. Consumers frequently experience login issues due to their multiple user names and passwords. If login resolution isn't seamless, these customers will...

• Report Call Center Experiences Leave Consumers On Hold For Something Better

  Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries

  April 11, 2011 | Kerry Bodine

  Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news?...

• Report Emerging Technologies Help Post-Purchase Support Strategies

  February 17, 2011 | Diane Clarkson

  In the past six months 32% of US online adults have purchased a product with which they experienced difficulty assembling or using. Emerging technologies including co-browsing, forums, and video...

• Report Online Customer Service Review: Wireless Communication Service Providers

  An Empowered Report: A Look At The Best And Worst Of Online Customer Service

  December 6, 2010 | Diane Clarkson

  Forrester evaluated the online customer service offerings of the four largest US wireless communication service providers — AT&T, Sprint, T-Mobile, and Verizon Wireless. Our analysis uncovered...

• Report Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

  November 10, 2010 | Elizabeth Boehm

  Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up....

• Report Designing A Mobile Empowered Product Strategy

  An Empowered Report: Applying The IDEA Framework To Smartphone Users

  September 7, 2010 | J. P. Gownder

  Product strategists developing mobile offerings should take inspiration from Forrester's new book Empowered. When designing a mobile product strategy, they should employ a mobile version of the...

• Report How Canadian Insurance Customers Use Different Channels

  August 24, 2010 | Ellen Carney, Peter Wannemacher

  Canadians still use the phone as their primary channel for insurance. In fact, the phone was the only channel used by a majority of online Canadian insurance customers in the past year, while fewer...

• Report How Satisfied Are Consumers With Phone Experiences In 2010?

  Consumers Rate Their Satisfaction With Phone Experiences Across 13 Industries

  July 12, 2010 | Megan Burns

  For many companies, the phone is a major channel through which they interact with customers. Forrester surveyed 4,653 consumers to find out how satisfied they were with the phone interactions they...

• Report Making Proactive Chat Work

  Maximizing Sales And Service Requires Ongoing Refinement

  June 4, 2010 | Diane Clarkson

  Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an...

• Report Web-Phone User Experience 2010: PC Laptop Manufacturers

  Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms

  May 27, 2010 | Adele Sage

  Forrester applied its Web-Phone User Experience Review methodology to the experiences at four large PC laptop manufacturers: Apple, Dell, HP, and Toshiba. The results: Apple came out ahead, but the...

• Report What Consumers Do When They Can't Complete A Goal In Their Channel Of Choice

  April 9, 2010 | Adele Sage

  Forrester asked US consumers what they did after their first channel of choice — either Web or phone — failed to provide the information they needed. Our data shows that among those who stayed with...