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  • For Customer Experience Professionals

    Report

    Report The Canada Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    August 28, 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 192 brands across 18 industries in the Canada CX Index...

  • For B2C Marketing Professionals

    Report

    Report Quick Take: Snap Aims To Capitalize On Social Millennials With IPO

    But Marketers Must Be Strategic With Their Advertising Dollars
    March 2, 2017 | Jessica Liu

    On March 2, 2017, Snap, owner of Snapchat and hardware Spectacles, began trading publicly on the New York Stock Exchange. While the company's optimism for its potential growth makes sense given the...

  • For Customer Experience Professionals

    Report

    Report The US Customer Experience Index, 2016

    July 18, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? We reveal the top performers in the US as well as the specific brands that you need to beat to take over...

  • For Customer Experience Professionals

    Report

    Report Customer Experience In The Post-PC Era

    November 3, 2015 | Tony Costa

    In the post-PC era, customers expect experiences to come to them and provide services aligned with their needs and abilities in the moment. In this report, we explore how consumer experience (CX)...

  • For Customer Insights Professionals

    Report

    Report One Task, Many Devices

    A Technographics® 360 Report: Using Survey, Qualitative, And Behavioral Data
    July 6, 2015 | Anjali Lai

    We live in a screen-saturated world. From mobile phones and tablets at our fingertips to laptops and desktops at the heart of our offices and homes, we live our lives by moving from one device to...

  • For Customer Experience Professionals

    Report

    Report The Canada Customer Experience Index, 2015

    Benchmarking The Canadian Brands That Create The Most Loyalty With Their Customer Experience
    June 8, 2015 | Megan Burns, Corey Stearns

    Six in 10 Canadian companies want to improve their customer experience (CX) in 2015. Forrester's Canada Customer Experience Index (CX Index™) benchmarks 194 companies that do business in Canada...

  • For Customer Experience Professionals

    Report

    Report The US Customer Experience Index, Q1 2015

    Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience
    April 20, 2015 | Megan Burns

    Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's first US Customer Experience Index (CX Index™) benchmark of 2015 sets the baseline that will tell 299...

  • For Customer Insights Professionals

    Report

    Report Personal Identity And Data Management Success Starts With Customer Understanding

    March 17, 2015 | Fatemeh Khatibloo

    With the increase in high-profile data breaches and the recent Federal Trade Commission (FTC) settlements that hold Facebook, Google, and Twitter accountable to strict privacy audit guidelines,...

  • For B2C Marketing Professionals

    Report

    Report The State Of Consumers And Technology: Benchmark 2014, US

    North American Consumer Technographics®
    January 16, 2015 | Gina Fleming

    This report is our annual overview of US consumers' behaviors and technology attitudes by generation, based on Forrester's North American Technographics surveys and our ForecastView data. Our data...

  • For Enterprise Architecture Professionals

    Report

    Report The Top Emerging Technologies To Watch: Now Through 2020

    Make These Emerging Technologies Part Of Your BT Agenda
    October 31, 2014 | Brian Hopkins, Frank E. Gillett

    Emerging technology plays a big role in firms' profitability and their customers' digital experiences. Yet enterprise architects struggle with the speed of new technology delivery and constantly...

  • For CIO Professionals

    Report

    Report The Top Emerging Technologies Through 2020 — The CIO Perspective

    CIOs Need To Make Emerging Technologies Part Of Their BT Agenda
    October 31, 2014 | Frank E. Gillett, Brian Hopkins

    In today's competitive environment, investing in business technologies is central to companies' ability to win, serve, and retain customers. Companies that create and lead in new disruptive...

  • For Customer Experience Professionals

    Report

    Report Case Study: Design Thinking Drives Innovation With Drop, A Connected Kitchen Product

    October 14, 2014 | Allegra Burnette

    Drop is a new iPad-connected kitchen scale that seeks to reduce bakers' anxiety and enhance the social experience of making food. To accomplish this goal, the team at Drop followed a...

  • For CIO Professionals

    Report

    Report Quick Take: Observations From IFA 2014

    CIOs Need To Recognize The Value Of Consumer Electronics For Their Business Technology Strategies
    September 11, 2014 | Dan Bieler

    Forrester recently visited the oldest and largest global consumer electronics trade fair, Internationale Funkausstellung (IFA), which took place in Berlin. IFA 2014 demonstrated that smart consumer...

  • For Marketing Leadership Professionals

    Report

    Report Harness The Power Of The Second Screen

    When And How It Makes Sense For Marketers To Integrate Second-Screen Experiences Into Their Plans
    July 8, 2014 | Samantha Merlivat

    Consumers today are rarely without a mobile, tablet, or laptop device close to hand, even when engaged in other activities such as watching TV. Being active on these second screens is now a normal...

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Index, Italy 2014

    How good is the experience at leading Italian companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 31 Italian brands across seven...

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Index, Germany 2014

    May 28, 2014 | Jonathan Browne

    How good is the experience at leading German companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 25 German brands across seven...

  • 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 B2C Marketing Professionals

    Report

    Report The State Of Consumers And Technology: Benchmark 2013, Europe

    European Consumer Technographics®
    May 19, 2014 | Reineke Reitsma

    This report is our annual overview of European consumers' behaviors and technology attitudes based on Forrester's European Consumer Technographics surveys and our ForecastView data. We analyzed...

  • For Customer Experience Professionals

    Report

    Report The Business Impact Of Customer Experience, 2014

    March 27, 2014 | Maxie Schmidt-Subramanian

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. We built three simple models to estimate the impact that...

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Index, France 2014

    How good is the experience at leading French companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 38 French...

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Index, UK 2014

    March 21, 2014 | Jonathan Browne, Harley Manning

    How good is the experience at leading UK companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 28 UK brands...

  • For Application Development & Delivery Professionals

    Report

    Report Five Lessons For Achieving Successful Digital Customer Experience Technology Results

    The Age Of The Customer Gives AD&D Professionals A Chance To Lead The Transformation To A Winning, Customer-First Strategy
    March 20, 2014 | David Aponovich

    In the age of the customer, application development and delivery (AD&D) pros must deliver digital customer experience technology that helps put a smile on the customer's face and drives business...

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Index, 2014

    January 21, 2014 | Megan Burns

    How good is the customer experience at your company — as rated by your own customers? This report helps answer that question by providing benchmarks of the quality of customer experience for 175...

  • For Customer Experience Professionals

    Report

    Report Build Seamless Experiences Now

    Experience Persistence Transforms Fragmented Interactions Into A Unified System Of Engagement
    September 19, 2013 | Tony Costa

    Multidevice ownership and pervasive connectivity mean customers now have, use, and expect multiple ways to interact with companies far beyond the desktop or retail outlet. This change in behavior...

  • For Customer Experience Professionals

    Report

    Report Meet The Changing Needs Of Connected Customers

    June 27, 2013 | Ron Rogowski

    Your customers are more connected, more empowered, and more distracted than ever. To compete in this volatile world, companies need a new approach to delivering customer experiences. This report...

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