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The Employee Experience Playbook For 2019

Transform The Employee Experience To Drive Business Performance

Missing from most workforce technology strategies today is an understanding of what makes employees truly engaged and productive — and how this directly affects customer experience and financial...

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  • Report Forrester Analytics: Mobile, Smartphone, And Tablet Forecast, 2018 To 2023 (Global)

    ForecastView Document
    January 30, 2019 | Meenakshi Tiwari, Sanjeev Kumar

    Forrester expects the number of global smartphone subscribers to reach 3.9 billion by 2023, crossing the 55% mark for smartphone penetration in 2018 and reaching 66% by 2023. This is up from 4.4%...

  • Report The Future Of Enterprise Computing

    Driving Employee Experience Improvements Requires A Long-Term Vision Of Devices And Apps
    January 18, 2019 | J. P. Gownder, Andrew Hewitt

    In 2007, Forrester predicted that the PC market would grow beyond its then-standard two-form factors (laptops and desktops) — a prediction that came true and redefined enterprise and consumer...

  • Report Industry Spotlight: Improving Employee Mobility In Financial Services

    Do Right By Your Regulations, But Don't Forget About Employee Experience
    November 1, 2018 | Andrew Hewitt

    Mobile infrastructure and operations (I&O) teams in financial services firms face the daunting task of creating productive mobile experiences for employees while also navigating the unique security...

  • Report The State Of US mCommerce 2018: Direct Revenues Belie Trillion-Dollar Store Sales Impact

    Smartphone Highlights From The Forrester Data: Mobile And Tablet Commerce Forecast, 2017 To 2022 (US)
    August 14, 2018 | Julie A. Ask, Susan Wu, Meredith Cain

    Too many digital business professionals still treat mCommerce as a scaled-down version of eCommerce. They become discouraged by low conversion rates and lackluster app downloads, despite years of...

  • Report The 3D Connected Consumer

    The Combination Of Devices, Platforms, And Channels Redefines How Connected Consumers Are
    August 1, 2018 | Julie A. Ask, Gina Fleming, Adrian Chapman

    Historically, internet speed and device type have defined how connected consumers are. This representation is too simplistic today. Three dimensions — devices, platforms, and channels — now define...

  • Report Build The Business Case For BYOD

    The Total Economic Impact™ Of BYOD Versus Corporate-Owned Enterprise Mobility Strategies
    May 10, 2018 | Andrew Hewitt, Adam Schlegel, Joe Branca

    Your organization can't live without mobile, but infrastructure and operations (I&O) pros struggle to understand the best way to give employees access to mobile technology. Deciding whether to...

  • Report Forrester Data: Mobile And Tablet Commerce Forecast, 2017 To 2022 (US)

    ForecastView Document
    April 9, 2018 | Susan Wu

    While retailers saw mobile commerce climb rapidly over the past five years, its growth will continue at a more measured pace over the next several years. However, US mobile commerce will continue...

  • Report The Consumer Tech Stack

    Our 2018 US Benchmark Data Overview Reveals The Four Forces Of Adoption
    April 5, 2018 | James L. McQuivey, 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 Virtual Reality In 2018: Not A Customer Reality

    Our Top Five Takeaways For CX Pros About VR At Mobile World Congress
    March 27, 2018 | Jennifer Wise

    Forrester tested the virtual reality (VR) experiences at this year's Mobile World Congress (MWC) in Barcelona to examine what the advances in these technologies mean for customer experience (CX)...

  • Report The Technology-Augmented Employee

    How Emerging Technologies Like Artificial Intelligence Are Reshaping The Future Of Work
    February 13, 2018 | J. P. Gownder

    Infrastructure and operations (I&O) leaders seek to drive employee productivity, engagement, and success by deploying a wide array of technologies. These include everything from traditional devices...

  • Report Predictions 2018: Mobile Evolves Into The Digital Experience Conductor

    Landscape: The Mobile eBusiness Playbook

    2018 is the year that mobile becomes core to the digital ecosystem. Devices are evolving to seamlessly work together. Tooling is following that evolution, allowing developers to build for...

  • Report The State Of Empowered Customers And Technology: Benchmark 2017, Global

    Global Consumer Technographics®
    October 6, 2017 | Anjali Lai

    Consumer behaviors and expectations are rapidly evolving, but the rate of change differs across the globe. And while similar attitudes drive the most empowered customers, their device usage varies...

  • Report Everyday Technology Choices For A Better Employee Experience

    Design Effective Workforce Strategies For Laptops, Tablets, Smartphones, And Beyond
    September 26, 2017 | J. P. Gownder

    Having the right tools to do the job is a prerequisite to empowering a positive employee experience. Yet, too often, organizations still neglect the everyday technologies that employees use,...

  • Report Midyear Global Tech Market Outlook For 2017 To 2018

    Global Tech Purchases Will Exceed $3 Trillion For The First Time
    September 25, 2017 | Andrew Bartels

    If 2016 was a year of political and economic disruption, with the Brexit vote in the UK and the election of Donald Trump in the US, 2017 has been a return to normality. As fears have abated and the...

  • Report Apple Raises The Bar For Marketers

    What Marketers Need To Know About The New iPhone X And iOS 11
    September 22, 2017 | Thomas Husson

    Ten years ago, Apple not only disrupted the smartphone market, it completely changed the rules in many industries including marketing and advertising. With its latest iPhone X and iOS 11, Apple...

  • Report Forrester Data: Mobile And Tablet Commerce Forecast, 2017 To 2022 (EU-7), Q3 2017 Update

    ForecastView Document
    September 6, 2017 | Satish Meena

    This update to the mobile and tablet forecast for the EU-7 (France, Germany, Italy, Netherlands, Spain, Sweden, and UK) provides smartphone and tablet online sales by country and category for both...

  • Report The US Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    August 1, 2017 | 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 314 brands across 21 industries in the US CX Index. We...

  • Report Forrester Data: Mobile, Smartphone, And Tablet Forecast, 2017 To 2022 (Global)

    ForecastView Document
    July 17, 2017 | Satish Meena

    We expect the number of global smartphone subscribers to reach 3.8 billion by 2022, crossing the 50% mark for smartphone penetration by population in 2017 and reaching 66% by 2022. This is up from...

  • Report Retail eCommerce In Brazil: Key Metrics

    Understanding The KPIs In Latin America's Largest eCommerce Market
    April 20, 2017 | Lily Varon

    The Retail eCommerce In Brazil series summarizes the results of a survey that Forrester Research conducted with E-Commerce Brasil in August and September 2016. It provides industry observers with...