Search Results

• Report Forrester's Moments Index

  Quantify Your Customer Engagement To Optimize Your Digital Experience Portfolio

  October 17, 2019 | Julie Ask

  Consumers are more connected than ever, but brands lack a nuanced understanding of how their consumers use digital experiences. As a result, they struggle to prioritize designing, building, and...

• Report Forrester Infographic: The State Of Voice Assistants, 2019

  An Overview Of Consumer And Enterprise Adoption Of Conversational Interfaces

  August 28, 2019 | Julie Ask

  Conversations will evolve into a core element of digital experiences. Voice assistants have been around for years, but they primarily fetch answers to simple questions or control devices. As a...

• Report The Canada Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  July 15, 2019 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 161 brands across 14 industries in the Canada Customer Experience...

• Report The Top Retail Technology Investments In 2019

  Retailers Must Distinguish Hot From Hype In Tech Investments

  July 9, 2019 | Brendan Witcher

  We interviewed more than 40 industry professionals to understand the areas of retail initiatives they are investing in this year. This report gives digital business professionals insights into...

• Report The 3D Connected Consumer In 2019

  Create A Portfolio Of Experiences That Maps To How Your Customers Connect

  June 20, 2019 | Julie Ask

  Three dimensions — devices, platforms, and channels — now define how connected consumers are, and brands must serve their customers wherever they are in these complex ecosystems. Digital business...

• Report The Canada Customer Experience Index, 2018

  How Brands Build Loyalty With The Quality Of Their Experience

  March 4, 2019 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 184 brands across 17 industries in the Canada Customer...