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  • Report The Top Retail Technology Investments In 2018

    Retailers Must Distinguish Hot From Hype In Tech Investments
    May 30, 2018 | Brendan Witcher

    Retailers must forge through the crowded digital landscape to determine which technologies will most effectively meet their customers' unique expectations. For our annual top trends study, we...

  • Report Digital CX Trends, 2018

    Landscape: The Digital Customer Experience Improvement Playbook

    In our 2017 edition of this digital CX trends report, Forrester identified how technology was advancing user interfaces by adding AI enablers and how innovation labs and employee tools that support...

  • 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 2018 Mobile And New Technology Priorities For Marketers

    Why Marketers Must Keep Fixing Their Mobile Basics
    February 23, 2018 | Thomas Husson

    After this year's Consumer Electronics Show in Las Vegas, we expect themes like the internet of things (IoT), chatbots, intelligent agents (IAs)— especially Google Assistant — and artificial...

  • Report Digital Talent, AI, And Trust Will Be The Game-Changers For Asian Business Leaders In 2018

    Key Takeaways From Forrester's Predictions 2018 Events In Singapore And Hong Kong
    January 31, 2018 | Xiaofeng Wang

    Forrester's Predictions 2018 events in Singapore and Hong Kong highlighted the major trends, opportunities, and challenges that companies must address to thrive in 2018. This report outlines the...

  • Report Accelerate Your Digital Insurance Strategy With Six Emerging Technology Building Blocks

    Tools And Technology: The Digital Insurance Strategy Playbook
    January 5, 2018 | Ellen Carney

    Digital technology is transforming insurance. Hundreds of disruptive early-stage insurers and insurtech startups are roiling up the status quo, powered by emerging and sometimes overhyped...

  • Report Marketers: Get Ready For Augmented Reality

    Why Augmented Reality Will Eclipse Virtual Reality In The Near Term And What To Do About It
    November 13, 2017 | Thomas Husson

    After a brief infatuation with augmented reality (AR) following the Pokémon GO craze, B2C marketers have all but abandoned the technology. Expect that to change as market leader Apple infuses its...

  • Report TechRadar™: Digital Store Customer Experience Technology, Q3 2016 (Updated)

    Tools And Technology: The Digital Store Playbook
    October 3, 2017 | Ananda Chakravarty, Lily Varon

    Promising technologies to revolutionize the in-store shopping experience for consumers are inundating retailers. Our research shows that most of these experiences miss the mark today. To help both...

  • Report Virtual And Augmented Reality For B2B Marketers

    Overcome Real Barriers To Success With Virtual Solutions
    September 20, 2017 | Steven Casey

    Virtual reality (VR) and augmented reality (AR) solutions are revolutionizing the way large and complex B2B products get marketed and sold — just as their 3D modeling precursors forever changed the...

  • Report TechRadar™: Video Technologies, Q3 2017

    Expand Your Capabilities Today To Support The Deluge Of Video Content Tomorrow
    September 14, 2017 | Nick Barber

    If you're not using video today, you're missing a chance to grow revenue, enhance employee collaboration, and provide quality service to your customers. Application development and delivery (AD&D)...

  • Report How To Know Whether Extended Reality Has A Place In Your Innovation Strategy

    A Scorecard Approach Helps You Make Smart Investment Decisions — And Avoid Wasteful Ones
    April 26, 2017 | J. P. Gownder

    Infrastructure and operations (I&O) leaders are increasingly tasked with applying technology to help solve business problems. Extended reality, comprising virtual reality (VR), augmented reality...

  • Report The Top Emerging Technologies For B2C Marketers

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

    New technologies are always emerging in response to customers' demands, marketers' needs, or just an urge to redefine experiences. To help B2C marketers focus their long-term technology investment...

  • 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 Virtual Reality Isn't Ready For Marketing Yet

    Determine If And How To Embrace VR
    February 8, 2017 | Samantha Merlivat, Thomas Husson

    Virtual reality (VR) generates a lot of hype and confusion. This report helps B2C marketers separate hype from reality and provides a framework to decide if and when to embrace VR to achieve your...

  • Report Quick Take: AR, VR, And Global Brands Help Singles' Day Surpass $18 Billion In Online Sales

    The World's Biggest eCommerce Day Falls Short Of Expectations But Still Breaks Records In 2016
    November 14, 2016 | Lily Varon, Xiaofeng Wang

    November 11 is Singles' Day in China — the biggest eCommerce day in the world. This year, Singles' Day generated almost $18 billion in one day just for Alibaba, the company that turned the holiday...

  • Report Predictions 2017: CIOs Push For Speed Amid Volatility

    Customer obsession is paramount for business success. With customers having more power than ever, a dynamic only accelerating, it is imperative that CIOs get ahead of the curve. This involves...

  • Report Brief: What CX Pros Can Learn From Pokémon Go

    Anticipatory CX Meets Augmented Reality In This Worldwide Smash Hit
    October 17, 2016 | Ryan Hart, James L. McQuivey

    The Pokémon Go phenomenon has washed across the globe like a tsunami, and while the pace at which it is subsiding is as rapid as its inundation, it leaves valuable customer experience (CX) lessons...

  • Report The Top Emerging Technologies To Watch: 2017 To 2021

    Fifteen Technologies Will Help Your Business Become Customer-Obsessed
    September 12, 2016 | Brian Hopkins, Adam Silverman

    A new crop of emerging technology stands poised to unleash another cycle of raised consumer expectations, changing behaviors, and disruption. The stakes for CIOs are high — a wrong investment could...

  • Report Augmented Reality: Emerging Tools To Explore

    Augmented Reality (AR) Offers Simple Utility Today, But The Best Experiences Are Yet To Come
    July 5, 2016 | Julie A. Ask, Laura Naparstek

    In 2016, the app-based game Pokémon Go inspired consumers to adopt AR experiences on their smartphones, forcing enterprises to ask, "Should I leverage the rising popularity of AR in my own mobile...

  • Report Plan Now For Customer Service In 2021

    Explore Five Technologies To Transform Customer Care Over The Next Five Years
    June 28, 2016 | Ian Jacobs

    Customer service technology buyers typically plan for the next one to two years. But to truly become customer-obsessed, companies need to understand what new technologies and customer service...