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The SaaS Transformation Playbook For 2018

Optimize Your Business Applications For Value And Flexibility

Companies looking to maintain their competitive edge and execute on digital transformation strategies need modern, flexible business applications. Forrester's SaaS transformation playbook outlines...

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  • For CIO Professionals

    Report

    Report US Tech Market Outlook For 2015 And 2016: The BT Agenda Powers Steady Expansion

    Software Expansion Offsets Weak Hardware And Outsourcing Demand
    June 29, 2015 | Andrew Bartels

    Three trends dominate our updated US tech market forecast for 2015 and 2016. First, spending by CIOs and their business partners on the business technology (BT) agenda to win, serve, and retain...

  • For Marketing Leadership Professionals

    Report

    Report Brief: What Salesforce Wear Means For Marketers

    Salesforce.com Supports The Enterprise But Underplays Marketing Potential
    July 16, 2014 | Anthony Mullen

    While interest in wearables is high among consumers, the adoption rate is still too low for most marketers to take notice. But wearables are now a "when," not an "if" — a mass-market product...

  • For Application Development & Delivery Professionals

    Report

    Report Microsoft Ascending

    In First 100 Days, Nadella's Team Shifts To A More Open And Aggressive Posture
    May 28, 2014 | John R. Rymer, Jeffrey S. Hammond, James Staten

    When Microsoft named Satya Nadella the third CEO in its history this past February, we posited 10 questions he needed to answer to ensure Microsoft's future relevance to enterprises. As Nadella's...

  • For CIO Professionals

    Report

    Report US Tech Market Outlook For 2014 And 2015 — Solid, Steady Growth

    Customer-Facing Technologies Will See The Fastest Growth
    April 24, 2014 | Andrew Bartels

    Our updated US tech market forecast indicates that US CIOs can plan for 6% to 7% increases in their tech budgets in 2014 and 2015, after several years in which they have had to be cautious in their...

  • For Enterprise Architecture Professionals

    Report

    Report Key Emerging Technologies Bring Opportunity To Chinese Businesses

    Chinese Enterprise Architects Must Lead Tech Research And Guide Usage To Realize Business Benefits
    February 4, 2014 | Charlie Dai

    Emerging technologies such as big data, mobility, and cloud are powering the age of the customer and creating a market where innovators disrupt traditional leaders and startups have greater...

  • For CIO Professionals

    Report

    Report Government Spending Brinksmanship Drags Down The 2013 US Tech Market Outlook

    We Cut Our 2013 Spending Growth Estimate To 3.9% From 5.7%
    October 25, 2013 | Andrew Bartels

    By rights, US CIOs should be looking at a relatively decent 6% growth in their tech purchases in 2013, as we had predicted earlier this year. Instead, the drag on the US economy and on US tech...

  • For CIO Professionals

    Report

    Report US Tech Market Outlook For 2013 And 2014: Better Times Ahead

    We Forecast 6% ICT Spending Growth For Both Years
    April 25, 2013 | Andrew Bartels

    US CIOs remain torn between their need to invest in new mobile, cloud, and smart technologies and their fear of encountering economic doldrums (or worse). Over the past two and a half years, these...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Website Functionality Benchmark: Australian Consumer Electronics Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Websites Of Five Australian Consumer Electronics Retailers
    February 10, 2012 | Steven Noble

    Consumer electronics retailers in Australia face many challenges, but online retail is booming despite the relatively modest feature set provided by most Australian sites. To dig deeper, Forrester...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy

    January 23, 2012 | Diane Clarkson

    Online consumers' preferences for online customer service channels are evolving. More online consumers have adopted online self-service in the past two years; it has also disappointed more...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How Spanish Banking Customers Use Different Channels, 2011

    October 31, 2011 | Benjamin Ensor, Sabine Poltermann

    Spanish banks have been at the forefront of banking innovation in Europe, yet customer behavior in Spain has been slow to change. Spanish customers are more likely than customers almost anywhere in...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How German Banking Customers Use Different Channels, 2011

    September 30, 2011 | Vanessa Niemeyer, Ph.D.

    In Germany, as many consumers now bank online as in the branch. Younger, better-educated customers with higher incomes are migrating to the Internet and the mobile channel. While the Web is...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Online Retailing In Australia 2011: Marketing, Merchandising, And Customer Service

    September 28, 2011 | Steven Noble

    Despite the momentum in Australian online retail, the sector is still quite focused on the basics of customer engagement. When it comes to marketing, this means online retailers don't just...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Website Functionality Benchmark: European Consumer Electronics Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Specialist European Consumer Electronics Retailers
    September 12, 2011 | Martin Gill

    Forrester applied its Website Functionality Benchmark evaluation methodology to four European consumer electronics retailers: Best Buy UK, Currys, Darty, and Redcoon. These specialist retailers...

  • For Enterprise Architecture Professionals

    Report

    Report Insurance Claims: A Classic Untamed Process

    Taming The Insurance Claim Experience
    May 24, 2011 | Craig Le Clair

    At its highest level, a business process is any activity that helps an enterprise achieve its goals. In insurance, industry-specific applications form the transactional backbone of claims...

  • For Application Development & Delivery Professionals

    Report

    Report How To Build The Business Case For Customer Experience Improvement

    The Business Impact Of Customer Experience
    May 24, 2011 | William Band

    Business process professionals supporting customer-facing processes are often challenged to make the business case to their executive leaders that investing to improve the customer experience is a...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Website Functionality Benchmark 2011: Luxury Fashion Brands

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Five European Luxury Fashion Brands
    May 23, 2011 | Andrea Carini

    Forrester evaluated the transactional websites of five European luxury fashion brands — Burberry, Dolce&Gabbana, Gucci, Hermes, and Louis Vuitton — using our Website Functionality Benchmark...

  • For Customer Experience Professionals

    Report

    Report Want Loyalty? Improve Your Call Center Customer Experience

    Call Center Satisfaction Ties To Loyalty Across 11 Industries
    May 13, 2011 | Kerry Bodine

    Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Mastering Login Issues

    Ensuring Your Website Maximizes Login Resolution
    April 12, 2011 | Diane Clarkson

    Login management is a critical eBusiness issue. Consumers frequently experience login issues due to their multiple user names and passwords. If login resolution isn't seamless, these customers will...

  • For Customer Experience Professionals

    Report

    Report Call Center Experiences Leave Consumers On Hold For Something Better

    Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries
    April 11, 2011 | Kerry Bodine

    Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news?...

  • For Enterprise Architecture Professionals

    Report

    Report Coming Soon: The Need To Search Video In The Enterprise

    March 18, 2011 | Leslie Owens

    Video is not a fringe format anymore. Increasingly, information workers consume video in the workplace for training purposes, technical help, and real-time communication with colleagues and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Emerging Technologies Help Post-Purchase Support Strategies

    February 17, 2011 | Diane Clarkson

    In the past six months 32% of US online adults have purchased a product with which they experienced difficulty assembling or using. Emerging technologies including co-browsing, forums, and video...

  • For CIO Professionals

    Report

    Report TechRadar™ For Content & Collaboration Professionals: Enterprise Video, Q1 2011

    Tools To Manage And Deliver Video Are Growing; Videoconferencing Makes A Comeback
    January 21, 2011 | Philipp Karcher

    Enterprises increasingly use video in a wide range of use cases, changing how they collaborate, issue communications, train their employees, and even talk to customers. But the transformational...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Online Customer Service Review: Wireless Communication Service Providers

    An Empowered Report: A Look At The Best And Worst Of Online Customer Service
    December 6, 2010 | Diane Clarkson

    Forrester evaluated the online customer service offerings of the four largest US wireless communication service providers — AT&T, Sprint, T-Mobile, and Verizon Wireless. Our analysis uncovered...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report What You Need To Know About Third-Party Recommendation Engines

    November 18, 2010 | Sucharita Kodali

    eBusiness executives continue to look for new ways to increase their conversion rates and customer retention. In recent years, third-party recommendation engines, which have earned a reputation for...

  • For Customer Experience Professionals

    Report

    Report Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

    November 10, 2010 | Elizabeth Boehm

    Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up....