Search Results

• Report A Post-Truth Climate Is Shaping Gen Z's Consumer Behaviors

  Now More Than Ever, The Next-Generation Consumer Expects Brands To Be Real, Be Respectful, And Represent

  January 14, 2021 | Mike Proulx

  Step aside, Millennials. CMOs have their sights set on the next generation of consumers and for good reason. Gen Z (born in or after 1997) is likely to form the majority of US consumers in just...

• Report To Win And Retain Consumers During The Pandemic, Start With Empathy

  Demonstrate Empathy By Designing For Unique Customer Risk Profiles

  December 17, 2020 | Anjali Lai, Martin Gill

  Within the COVID-19 crisis are the seeds of transformation: The boldest leaders will not only adapt their businesses; they will use insights to get closer to their consumers and understand their...

• Report The Future Of The Empowered Consumer In The US

  The Past Decade Of Consumer Evolution Shows That Consumers Want New Choices, More Immersive Experiences, And Greater Purpose

  December 15, 2020 | Anjali Lai

  People rebound from crises by discovering and flexing their muscles of empowerment. For over 20 years, we've used hundreds of thousands of global consumer surveys to measure the drivers and...

• Report Vast, Fast, And Relentless: Consumer Buying Enters A New Era

  What B2C Businesses Need To Know To Survive And Thrive In The Next Decade

  August 11, 2020 | Sucharita Kodali, Anjali Lai, Joe Stanhope

  It won't be news to anyone that consumers are more empowered than ever, but it's hard to pin down in precisely what ways they're empowered and how that changes the way businesses must serve them....

• 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 Four Steps To Add Social Media To Your Marketing Strategy

  Roadmap: The Social Marketing Playbook

  July 2, 2020 | Jessica Liu, Melissa Parrish

  When pursuing social marketing, many marketers prioritize channel decisions (e.g., "Where should my brand be on social media?") over understanding if and how they can help their consumers while...

• Report How The COVID-19 Crisis Is Impacting Consumer Behaviors In Italy

  Italian Consumers Are Asking Firms To Start Their Digital Transformation Right Now

  June 22, 2020 | Enza Iannopollo

  After several weeks of lockdown due to the COVID-19 pandemic, we asked Italian online adults how they feel about the virus and the economy as well as how their behavior is changing in response to...

• Report The Top Retail Technology Investments In 2020

  Retail And Brand Professionals Share Their Priorities For Tech-Driven Commerce Initiatives In The Coming Year

  May 11, 2020 | Brendan Witcher

  In January and February 2020, we interviewed more than 60 retail and brand professionals from over 50 companies to understand which technology initiatives they are investing in this year. This...

• Report Forrester Infographic: The State Of Financial Well-Being In Italy, 2020

  May 4, 2020 | Aurelie L'Hostis, Luis Deya

  Italian consumers face multiple financial challenges and are worried about their financial situation. This Forrester infographic provides an overview of the state of financial well-being in Italy....

• Report Forrester Infographic: The State Of Financial Well-Being In France, 2020

  April 30, 2020 | Aurelie L'Hostis, Luis Deya

  French consumers face multiple financial challenges and are worried about their financial situation. This Forrester infographic provides an overview of the state of financial well-being in France....

• Report Forrester Infographic: The State Of Financial Well-Being In Canada, 2020

  April 28, 2020 | Aurelie L'Hostis, Luis Deya

  Canadian consumers face multiple financial challenges and are worried about their financial situation. This Forrester infographic provides an overview of the state of financial well-being in...

• Report Retailers Are Starting To Reap The Rewards Of Omnichannel Commerce

  Landscape: The Omnichannel Commerce Playbook

  March 26, 2020 | Michelle Beeson

  Because customer expectations are so high, digital business professionals are investing heavily in customer-facing and back-end technology to deliver great experiences. This report analyzes...

• Report The Future Of The Digital Store

  Vision: The Digital Store Playbook

  March 19, 2020 | Fiona Swerdlow

  Today's empowered customers use multiple digital devices to engage with brands and retailers on their own terms while shopping in-store. At the same time, new technologies are transforming retail...

• Report Human Customer Service: The Overlooked Opportunity For Breakaway CX Differentiation

  January 24, 2020 | Karine Cardona-Smits

  When customer service is delivered by human employees, it boosts loyalty, enriches the firm's understanding of customer needs, and can even present cross-sell and upsell opportunities. But many...

• Report Social Technographics® Reveals Who Your Social Audience Is — And How To Approach Them

  Landscape: The Social Marketing Playbook

  December 11, 2019 | Jessica Liu

  The question for B2C marketers is no longer whether your customers use social media, but how you can best use social media to interact with those customers. But how well do you know your customers...

• Report The State Of US Consumers And Technology, 2019

  Increasingly Intimate Technologies Spark The Next Mind Shift

  November 8, 2019 | Anjali Lai

  Today's abundance of technology means that consumers idealize digital detoxes and device retreats, but our data proves that their willingness and capacity to adopt and use more technology is still...

• Report The Future Of Omnichannel Advertising Must Be Customer Obsessed

  November 8, 2019 | Joanna O'Connell, Susan Bidel

  Advertising is a decades-old revenue engine for brands, but it's gone off the rails in an era of data and technology obsession. Little understanding of consumer ad sentiment and too much short-term...

• Report Australian Consumers Are Warming Up To Digital Financial Services Firms

  August 19, 2019 | Zhi-Ying Barry

  Disruption in the Australian financial services sector is accelerating. More digital banks and superannuation firms have entered the market in the past year — all aiming to grab market share from...

• Report The Extended Reality Opportunity Today: Your Employees

  Consumers Aren't Ready For Augmented, Virtual, Or Mixed Reality Yet — But Your Workforce Is

  April 4, 2019 | Jennifer Wise, Samuel Stern

  The hype keeps growing about extended reality (XR) — virtual, augmented, and mixed reality (VR, AR, and MR). But the legions playing AR-enabled Pokémon Go that seemed to herald the zombie...

• Report The UK Retail Customer Experience Index, 2018

  How UK Retail Brands Earn Loyalty With The Quality Of Their Experience

  March 12, 2019 | Michelle Beeson, Alex Causey

  How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 14 UK multichannel retailers and four UK digital...

• Report The France Retail Customer Experience Index, 2018

  How French Retail Brands Earn Loyalty With The Quality Of Their Experience

  March 11, 2019 | Michelle Beeson, Alex Causey

  How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 15 French multichannel retailers and four French digital...