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  • Report Success With Bots And Virtual Assistants Depends On The Human Element

    Use These AI-Powered Solutions To Optimize Engagement With Early-Stage Buyers
    April 9, 2018 | Steven Casey

    Chatbots and virtual assistants (VAs) may be built on artificial intelligence (AI) and deliver digital experiences through virtual personas — but the success B2B marketers realize from them will...

  • Report Modernize Your Martech Stack For Moments

    Evolve Your Marketing Strategy And Technology To Serve Customers In Their Defining Moments
    April 5, 2018 | Joe Stanhope, Julie A. Ask

    The world is changing, along with consumers' expectations of experiences and communication from brands. The paradigm for customer engagement is shifting from large, monolithic experiences that...

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

    Landscape: The Omnichannel Commerce Playbook
    March 28, 2018 | Michelle Beeson

    Because their customers' 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 Personalized Video Creates Better Customer Service Experiences

    High-Impact Video Communications Reduce Unnecessary Service Calls And Add A Human Touch To Automated Environments
    March 2, 2018 | Nick Barber, Ian Jacobs

    Customers don't like reading the mounds of information that companies often send them, so savvy companies use video to cut through the clutter and deliver a great experience. Specifically, brands...

  • Report Case Study: Shop Direct Masters Personalization At Scale

    The Journey From A Catalog Business To A Pure-Play Online Retailer
    February 23, 2018 | George Lawrie

    This report documents for application development and delivery (AD&D) professionals the way in which Shop Direct deployed personalized content at each customer journey touchpoint to drive traffic,...

  • Report Masters Of The Top Four Retail Tech Trends

    Leading Retailers Model Innovation With Customer-Focused Tech Investments
    January 18, 2018 | Brendan Witcher, Claudia Tajima

    To survive in today's competitive market, retailers are primarily investing in four key components of commerce tech: personalization, omnichannel, analytics, and digital store capabilities. But...

  • Report Personalized, Fast Data Delivers Business Outcomes Your CEO Cares About

    Vision: The Data Management Playbook
    January 16, 2018 | Michele Goetz

    As investment in data and analytics has grown, satisfaction in analytic capabilities has decreased and dissatisfaction has increased. The crux of the situation is that data management can't start...

  • Report AI And Offline Retail: Alibaba's Recipe For Another Smashing Singles' Day

    A Look At Alibaba's Digital Innovations And Its "New Retail" Vision
    January 8, 2018 | Xiaofeng Wang

    Alibaba, the creator of Singles' Day, the world's largest online shopping festival, attained a new sales record on Singles' Day 2017: a whopping $25 billion in just 24 hours. More importantly,...

  • Report The State Of Mobile Advertising: Context And Measurement Wanted

    Outdated Measurement Tools And KPIs Leave Advertisers In The Dark
    December 19, 2017 | Samantha Merlivat

    Forrester partnered with the Mobile Marketing Association (MMA) to survey global marketers on their mobile advertising practice. Mobile has taken a more prominent role in brands' advertising...

  • Report Analyze This: Web Style Analytics Enters The Retail Store

    Performance Management: The Digital Store Playbook
    December 8, 2017 | Ananda Chakravarty

    Retail stores have been living in the analytical "dark ages" compared with digital channels, relegated to measurement techniques that rarely consider customer behavior. However, advances in...

  • Report Evolve Now To Personalization 2.0: Individualization

    Your Customers Expect And Will Reward You For Personally Relevant, Value-Added, Individualized Experiences
    December 5, 2017 | Brendan Witcher

    To meet customer expectations of rich, relevant experiences, digital business professionals must help their firms evolve their personalization strategy from segmentation to individualization. The...

  • Report Trends 2017: Australia And New Zealand Digital Banking

    Digital Executives Need Stronger Foundations To Better Execute And Create New Customer Value
    October 23, 2017 | Alyson Clarke, Zhi Ying Ng

    Slowing economic growth, increased government scrutiny, and more empowered consumers are challenging retail banking in Australia and New Zealand (ANZ). Differentiated experiences will drive...

  • Report Vendor Landscape: Personalization Solution Providers, Q3 2017

    Forrester's Landscape Overview Of Personalization Solution Providers
    October 20, 2017 | Brendan Witcher

    The personalization market landscape is a complex and growing world of vendors offering a wide range of services in response to rising consumer expectations for personalized, relevant experiences...

  • Report Personalize Customer Experience With A Digital Intelligence Business Case

    Business Case: The Digital Intelligence Playbook
    July 20, 2017 | Cinny Little, James McCormick

    Today's digital analytics practices are advancing their ability to take actions on insights about customers' digital behavior. But that's not enough: Customers' expectations continue to change...

  • Report Unlock Personalization's Potential With Help From Service Providers

    Personalization Is Hard; Digital Experience Service Providers Can Help With Skills And Technologies
    June 16, 2017 | Ted Schadler, Danielle Jessee

    Advances in technology and customer urgency have made personalization hot again. By pulling customer data, content, and algorithmic matching engines out into a personalization architecture, firms...

  • Report Drive Personalization With Mobile Analytics

    Continuous Improvement: The Digital Intelligence Playbook
    June 2, 2017 | Cinny Little, James McCormick

    Mobile has changed your customers' expectations. They expect access to what they want, when and where they want it. Customer insights (CI) pros must up their game in mobile engagement measurement...

  • Report The Rise Of Content Intelligence

    Next-Generation Technologies Combine To Infuse Content With Value
    May 15, 2017 | Mark Grannan

    As customer expectations fuel personalization efforts, application development and delivery (AD&D) leaders must help content practitioners create more content to suit every context and permutation...

  • Report Pivot To Person-First Personalization

    Lead With Customer Goals To Improve Customer Experience And Business Results
    April 6, 2017 | Jennifer Wise, Andrew Hogan

    Personalization is all the hype, and for good reason: Consumers expect brands to leverage the data they exchange to deliver better experiences. But many personalized experiences today miss the...

  • Report The Top Emerging Technologies For B2B Marketers

    Eleven Technologies To Future-Proof Your Customer-Obsessed Marketing Strategy
    April 6, 2017 | Steven Casey, Mary Pilecki

    A new crop of emerging technologies and the solutions that they power stand poised to unleash a new cycle of rising expectations from buyers, changing behaviors, and disruption. Stakes are high....

  • Report How Companies Improved Their CX Index Scores, 2016

    March 14, 2017 | Harley Manning, Dylan Czarnecki

    Forrester interviewed customer experience (CX) professionals at brands that showed the biggest year-over-year improvement in Forrester's Customer Experience Index (CX Index™) from 2015 to 2016. We...

  • Report The Top Retail Technologies To Watch In 2017

    NRF's Big Show Reveals What Is Hot Versus Hype
    March 8, 2017 | Brendan Witcher

    Retailers must often identify "hot versus hype" in the digital tech landscape. Why? Because investing in tech too far ahead of consumer expectations and behaviors can lead to abandoned programs and...

  • Report Case Study: The North Face And 1-800-Flowers Embrace AI For Conversational Commerce

    Bridging The Quality Gap By Emulating In-Store Engagement Across Digital Touchpoints
    November 28, 2016 | Brendan Witcher

    To find the right products and services, online retail customers still must use old standbys like search and functionality filtering, which pale compared to the assistance, personalization, and...

  • Report How To Archive Personalized, Contextualized Web Experiences

    Don't Let Compliance Obligations Stall Your Customer Experience Improvement Efforts
    September 8, 2016 | Cheryl McKinnon

    Banks, insurance companies, and other firms with heavy compliance obligations are missing opportunities to use modern digital experience platforms. Legal and compliance teams can stifle website...

  • Report Create A Pragmatic Personalization Program

    Use Forrester's POST Methodology — People, Objectives, Strategy, And Technology — To Build A Businesswide Personalization Program
    August 16, 2016 | Anjali Yakkundi, Ted Schadler

    To scale personalization beyond a single touchpoint, eBusiness and channel strategy pros must pull a cross-functional team together to plan and execute a personalization program, not just treat it...