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  • Report The Consumer Tech Stack

    Our 2018 US Benchmark Data Overview Reveals The Four Forces Of Adoption
    April 5, 2018 | James McQuivey, PhD, Gina Fleming

    Humans were born to embrace the technologies we track. Coming into 2018, Forrester surveyed 110,460 online adults in 20 countries to see how much people of every type embrace technology, why they...

  • Report The US Customer Experience Index, 2016

    July 18, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? We reveal the top performers in the US as well as the specific brands that you need to beat to take over...

  • Report US Tech Market Outlook For 2015 And 2016: The BT Agenda Powers Steady Expansion

    Software Expansion Offsets Weak Hardware And Outsourcing Demand
    June 29, 2015 | Andrew Bartels

    Three trends dominate our updated US tech market forecast for 2015 and 2016. First, spending by CIOs and their business partners on the business technology (BT) agenda to win, serve, and retain...

  • Report The US Customer Experience Index, Q1 2015

    Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience
    April 20, 2015 | Megan Burns

    Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's first US Customer Experience Index (CX Index™) benchmark of 2015 sets the baseline that will tell 299...

  • Report The Customer Experience Index, 2014

    January 21, 2014 | Megan Burns

    How good is the customer experience at your company — as rated by your own customers? This report helps answer that question by providing benchmarks of the quality of customer experience for 175...

  • Report Quick Take: Net? Yes. Neutrality? No.

    We Answer Three Key Questions To Help Clarify The Arguments And The Relevance Of Net Neutrality
    January 17, 2014 | Henry Dewing

    The positions in intense debate surrounding Net neutrality can't simply be summed up as "standing up for users' rights" or "asserting a carrier's right to profit." Verizon filed a petition to...

  • Report Forrester Research Interactive Marketing Forecast By Industry, 2013 To 2018 (US)

    ForecastView Spreadsheet
    November 20, 2013 | Niki Scevak

    Breaks out company spending on interactive marketing segmented by 12 industries. Each industry's spending is further broken into the various components of interactive marketing: display, paid...

  • Report Government Spending Brinksmanship Drags Down The 2013 US Tech Market Outlook

    We Cut Our 2013 Spending Growth Estimate To 3.9% From 5.7%
    October 25, 2013 | Andrew Bartels

    By rights, US CIOs should be looking at a relatively decent 6% growth in their tech purchases in 2013, as we had predicted earlier this year. Instead, the drag on the US economy and on US tech...

  • Report The Business Impact Of Customer Experience, 2013

    June 10, 2013 | Maxie Schmidt-Subramanian

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and loyalty. We built three simple models to estimate the impact customer experience...

  • Report US Tech Market Outlook For 2013 And 2014: Better Times Ahead

    We Forecast 6% ICT Spending Growth For Both Years
    April 25, 2013 | Andrew Bartels

    US CIOs remain torn between their need to invest in new mobile, cloud, and smart technologies and their fear of encountering economic doldrums (or worse). Over the past two and a half years, these...

  • Report The Customer Experience Index, 2013

    January 15, 2013 | Megan Burns

    How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for 154...

  • Report Forrester Research Interactive Marketing Forecast By Industry, 2012 To 2017 (US)

    ForecastView Spreadsheet
    December 5, 2012 | Niki Scevak

    Company spending on interactive marketing spending segmented by industries. Each industry's spending is further broken into the various components of interactive marketing: display, paid search,...

  • Report Forrester Research Online Access Forecast -- Broadband, 2012 To 2017 (US)

    ForecastView Spreadsheet
    October 5, 2012 | Jeff Wray

    Forecasts broadband households by platform (DSL, cable, fiber, satellite, and other) as well as broadband users. Includes number of broadband households with bundled service packages. Includes...

  • Report Global PC And Broadband Penetration

    A Technographics® Global Overview Document
    June 12, 2012 | Gina Fleming

    The global online population has more than doubled since 2005, but not all countries have reached saturated levels of online penetration. While the majority of consumers in the US, Europe, and...

  • Report A Systematic Approach To Mobile Strategy

    May 10, 2012 | Julie Ask, Charles S. Golvin

    Mobile is hot, but too many executives take a backward approach to developing a mobile initiative and begin with technology decisions such as "We need an iPhone application" or "Let's do something...

  • Report The Business Impact Of Customer Experience, 2012

    March 26, 2012 | Megan Burns

    This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years...

  • Report The Customer Experience Index, 2012

    January 23, 2012 | Megan Burns

    This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

  • Report Forrester Research Pay TV Forecast, 2011 To 2016 (US)

    ForecastView Spreadsheet
    December 29, 2011 | Michael O'Grady

    TV households by subscription service and digital TV households with DVR households by service. Includes historical data going back to 2000 plus a five-year forecast.

  • Report Forrester Research Interactive Marketing Forecast By Industry, 2011 To 2016 (US)

    ForecastView Spreadsheet
    September 2, 2011 | Niki Scevak

    Interactive marketing spending segmented by industries. Each industry's IM spending is further broken into the various components of IM: display, paid search, SEO, email, and mobile advertising.

  • Report How To Build The Business Case For Customer Experience Improvement

    The Business Impact Of Customer Experience
    May 24, 2011 | William Band

    Business process professionals supporting customer-facing processes are often challenged to make the business case to their executive leaders that investing to improve the customer experience is a...

  • Report Forrester Research Wireless Data Access Forecast, 2011 To 2016 (US)

    ForecastView Spreadsheet
    May 2, 2011 | Ed Kahn

    Installed base of notebook/laptop PCs, netbooks, tablets, eReaders, smartphones, and mobile routers capable of wireless data access via Wi-Fi and/or cellular networks, using either an external...

  • Report AT&T's Acquisition Of T-Mobile USA Dramatically Consolidates The US Wireless Market

    AT&T Reclaims No. 1 Position
    March 23, 2011 | Michele Pelino

    AT&T announced plans to purchase T-Mobile USA from Deutsche Telekom for $39 billion in cash and stock. If regulators approve the deal, AT&T will be the largest wireless carrier in the US, leaping...

  • Report AT&T Leaps Back To The Top With T-Mobile Buy

    Device And App Product Strategists Must Scale Up To Keep Up
    March 22, 2011 | Charles S. Golvin

    Consumer product strategists throughout the broader wireless ecosystem are waking up to a potentially radical shift in the industry landscape as AT&T announces its plan to reclaim the top spot in...

  • Report Best And Worst Of Website User Experience, 2010

    Lessons Learned From 35 Website User Experience Reviews Across Six Industries
    February 4, 2011 | Adele Sage

    In 2010, Forrester reviewed the website user experience of sites in six industries: banks (Canadian and US), discount retailers, health plans, marketing software vendors, PC laptop manufacturers,...

  • Report Welcome To The Multidevice, Multiconnection World

    Product Loyalty's New Calculus
    January 25, 2011 | Charles S. Golvin

    Connectivity is becoming a default feature in a diverse range of consumer products, from portables like tablets and eReaders to TVs and Blu-ray players. As the cost of adding connectivity to...