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  • For Customer Experience Professionals

    Report

    Report The Canada Customer Experience Index, 2016

    Canadian Company Scores Reveal A Year Of Stagnation
    September 29, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in Canada and the specific brands that you must beat to...

  • 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 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 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 Marketing Leadership Professionals

    Report

    Report Customer Life-Cycle Industry Overview: Consumer Electronics

    A Consumer Technographics® Report
    November 21, 2013 | Reineke Reitsma

    A range of different motivations may inspire a consumer's decision to purchase a consumer electronics device: While some technology mavens know of the latest product through community interest...

  • 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...

  • For Marketing Leadership Professionals

    Report

    Report Emerging Touchpoints Require A Marketing Mind Shift

    February 19, 2013 | Anthony Mullen

    Emerging technologies — from smart objects and wearables to behind-the-scenes taxonomy tools — radically change how your customers think, act, and relate to others. Marketers who try to respond to...

  • For Application Development & Delivery Professionals

    Report

    Report Design Mobile Apps From The Outside In

    Policy And Procedures: The Mobile App Development Playbook
    August 7, 2012 | Mike Gualtieri

    This report outlines best practices in mobile app design that application development & delivery professionals can use to design great mobile apps. Customer expectations for mobile apps have never...

  • 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 The Top Five Trends In Digital Wealth Management For 2012

    Mobile, Social, Video, Advice, And Usability Will Change Retail Investing
    February 9, 2012 | Bill Doyle

    Rocketing adoption — by financial advisors and agents as well as investors — is driving five digital trends that will change the wealth management industry. Smart eBusiness managers will follow the...

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Index, 2012

    January 23, 2012 | Megan Burns

    This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

  • 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 Customer Experience Professionals

    Report

    Report Personas Require Regular Updates

    Ensure Personas Accurately Reflect Customers' New Behaviors And Technologies
    August 15, 2011 | Jonathan Browne

    Personas are ideal tools to guide the design of products, channels, and messaging, but companies are concerned that they fail to keep track of evolving behaviors. Although customers' psychographics...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Using Online Video To Drive Clicks And Conversion

    A Guide To Approaching Or Revitalizing A Retail eCommerce Video Campaign
    June 8, 2011 | Martin Gill

    Shoppers are beginning to use online video to inform their purchases. Although consumer uptake is slow when compared with the wider acceptance of Internet video, online retailers are turning to...

  • 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 Marketing Leadership Professionals

    Report

    Report Embedding Social Media Into The Marketing Mix

    How Interactive Marketers Can Use Social Media To Enhance Other Channels
    April 15, 2011 | Sean Corcoran

    Social media is now embedded in every aspect of the customer journey — from ratings and reviews to "like" buttons to tweets. The opportunity for interactive marketing has evolved from building...

  • 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 Marketing Leadership Professionals

    Report

    Report The Global Social Imperative

    Targeting Your Social Media Marketing Programs By Country And Language
    March 14, 2011 | Nate Elliott

    The groundswell has gone global: The majority of users on sites like Facebook and Twitter now come from outside the US, and if your social media content reaches the wrong audience, you risk...

  • For Customer Experience Professionals

    Report

    Report Match iPad Experiences To Customer Goals

    February 23, 2011 | Vidya L. Drego

    Forrester evaluated the interaction and system capabilities of the iPad for accessing content via its web browser and applications (apps). Both experiences offer somewhat-limited input capabilities...

  • For Customer Experience Professionals

    Report

    Report Best And Worst Of Website User Experience, 2010

    Lessons Learned From 35 Website User Experience Reviews Across Six Industries
    February 4, 2011 | Adele Budovsky

    In 2010, Forrester reviewed the website user experience of sites in six industries: banks (Canadian and US), discount retailers, health plans, marketing software vendors, PC laptop manufacturers,...

  • For Marketing Leadership Professionals

    Report

    Report Introduction To Conjoint Analysis For Consumer Product Strategists

    Design Products Using Feature Tradeoff Simulation
    January 13, 2011 | J. P. Gownder

    We find that not enough consumer product strategists employ conjoint analysis to aid product design and pricing. Conjoint subjects consumers to a simulated purchasing exercise, varying the features...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The eCommerce Content Conundrum

    Solving The Growing Content Challenge Through A Cocktail Of Solutions
    December 21, 2010 | Brian K. Walker

    Commerce organizations are drowning in content. Their catalogs have grown, the sources of the product content propagated, and site versions divide and multiply across geography, microsites, and...

  • 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 Customer Experience Professionals

    Report

    Report Key Considerations For Designing User Experiences On The iPad

    Tailor Apps For The iPad's Unique Form Factor And User Behaviors
    December 6, 2010 | Ron Rogowski, Richard Gans

    The iPad's popularity has caused customer experience professionals to take a hard look at providing relevant experiences for yet another device. Because of the iPad's unique form factor and use...