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FORRESTERNOW

As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Wearables Are For Consumers — Not Doctors

    Doctors Don't Need Or Want The Data
    April 20, 2021 | Julie Ask

    Consumer wearables and the data that they generate help consumers with their own health and wellness. While physicians may occasionally rely on data from consumer wearables to find evidence of...

  • Report US Market Forecast: Mobile Engagement Automation

    Mobile Messaging Usage And Revenue Expanded During The Pandemic
    April 8, 2021 | Julie Ask

    Forrester forecasts that spend on mobile engagement automation (MEA) in the United States will top $1.2 billion in 2020, with a projected growth rate of 27% over the next three years. This report...

  • Report Improve Customer Experiences With Proactive Notifications

    Leverage Data Exhaust From Automated Digital Processes To More Effectively Serve Customers
    March 17, 2021 | Julie Ask, Rob Koplowitz

    Process optimization and automation are an imperative for organizations undergoing digital transformation. As mobile notifications mature, they offer a powerful new mechanism that uses automation...

  • Webinar The State Of Chat In Retail: The Current And Future States

    February 23, 2021 | Julie Ask, Nicole Murgia, Hailey Colin

    Consumers are increasingly comfortable engaging with brands on mobile platforms, yet many chat experiences don't support modern interactions such as e-commerce. In our evaluation of 113 top brands,...

  • 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...

  • Webinar Asynchronous Chat: The Role of Messaging And Third-Party Platforms In Customer Service

    October 6, 2020 | Julie Ask, Ian Jacobs, Hailey Colin

    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...

  • Webinar The 5G Opportunity In Financial Services

    5G will become a general-purpose technology for financial services firms, and it will provide new possibilities to create, store, and protect value; to move money; and to access credit. This...

  • Report Join The Progressive Web App Movement

    The Spike In Online Commerce Has Raised The Urgency For An App-Like Mobile Web Experience, Tailor-Made For Progressive Web Apps
    May 6, 2020 | Ted Schadler

    Now that Apple supports the progressive web app (PWA) standards that Google pioneered, it's time to join organizations like eBay, the Financial Times, Flipkart.com, Starbucks, and West Elm in the...

  • Report Five Lessons From The Forrester Wave™: UCaaS Providers, Q3 2019

    Unified-Communications-As-A-Service Is About The Entire Solution And Not Just A Cloud-Based Service
    January 24, 2020 | Art Schoeller

    Earlier this year, Forrester evaluated nine unified-communications-as-a-service (UCaaS) vendors and identified five key lessons learned that application development and delivery (AD&D)...

  • 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 A Timeline Guide For Your 5G Strategy

    5G Will Be A Long Journey, But Prepare Now — Because The Promise Is Huge

    The rollout of 5G is much more evolutionary than the rollout scenarios of previous cellular standards. The primary reason for the different pace relates to the gradual and piecemeal definition of...

  • Webinar 5G Part One: Hype, Opportunities, And Challenges

    September 30, 2019 | Abhijit Sunil, Dan Bieler, Michele Pelino

    5G promises to usher in not just new use cases in every industry but also new business models. Many proposed use cases, such as those enabled by augmented/virtual reality and massive internet of...

  • Webinar The Essentials Of Voice, 2019

    September 24, 2019 | Julie Ask, Ian Jacobs, Jennifer Wise

    Firms place too much cognitive load on consumers in the context of digital experiences. Conversational interfaces offer one opportunity to lighten this load by allowing consumers to use natural...

  • Report Non-Public 5G Networks Will Be A Critical Building Block Of Your Enterprise

    Non-Public 5G Networks Boost The Digital Transformation Of Core Processes While Protecting Against Industrial Espionage
    August 30, 2019 | Dan Bieler

    While the concept of non-public 5G networks is nothing new, the rise of the internet of things (IoT) and connected assets is driving more and more companies to investigate the opportunities...

  • Webinar CIO Guide To 5G Connectivity And Strategy

    May 23, 2019 | Dan Bieler

    As a CIO, are you familiar with the core capabilities of 5G? When will these capabilities become available? What are the differences between 5G releases 15, 16, and 17? Do these release cycles...