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  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 Canadian Online Banking Functionality Benchmark

    CIBC Again Earns The Highest Overall Score, Though Each Canadian Bank Offers Lessons For Others
    August 16, 2017 | Peter Wannemacher, August Du Pont

    Millions of Canadian bank customers use their providers' secure websites to conduct both routine and rare banking tasks. As such, digital banking teams must focus on which goals a customer can...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 US Online Banking Functionality Benchmark

    USAA Again Leads Overall, While Bank of America And Wells Fargo Lead Among Banks With Branches
    August 16, 2017 | Peter Wannemacher, August Du Pont

    Tens of millions of US bank customers use their providers' secure websites to conduct both routine and rare banking tasks. As such, digital banking teams must focus on which goals a customer can...

  • For B2B Marketing Professionals

    Report

    Report The B2B Marketer's Guide To Benchmarking Customer Obsession Maturity

    Vision: The B2B Marketing Playbook
    August 10, 2017 | Laura Ramos

    Becoming customer-obsessed is a competitive advantage to companies that pursue this strategy. It is also a disruptive — but transformative — process that not all firms will start from the same...

  • For B2C Marketing Professionals

    Report

    Report The State Of Empowered Customers And Technology: Benchmark 2017, US

    North American Consumer Technographics®
    August 10, 2017 | Reineke Reitsma

    For the first time, we present an annual report that shows the impact of technology on US empowered customers' attitudes, behaviors, and expectations, based on the Forrester Data Consumer...

  • For B2B Marketing Professionals

    Report

    Report Metrics That Matter In Account-Based Marketing

    Use Comparative Metrics Across The Six Stages Of The Customer Life Cycle To Reveal The Value Of ABM
    August 9, 2017 | Allison Snow

    B2B marketers believe that account-based marketing (ABM) can boost marketing performance but need to demonstrate its impact. ABM is relevant across the customer life cycle, not just new account...

  • For Application Development & Delivery Professionals

    Report

    Report Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook
    August 2, 2017 | Ian Jacobs, Kate Leggett

    In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service and application development and delivery (AD&D) pros must...

  • For Security & Risk Professionals

    Report

    Report Measure GRC Performance To Show Processes And Data Reliability

    Performance Management: The Governance, Risk, And Compliance Playbook
    July 27, 2017 | Renee Murphy

    The more complex a program is, the more difficult it is to maintain it, and the faster and more devastating its breakdown can be. Strong performance management is a way for risk management...

  • For Customer Insights Professionals

    Report

    Report Analyzing Analytics: Measure The Impact Of Customer Analytics To Prove Its Value

    Performance Management: The Customer Analytics Playbook
    July 26, 2017 | Brandon Purcell

    Customer insights (CI) professionals may be great at building predictive models, but they often struggle to prove their value to the business. This report gives CI pros a framework for performance...

  • For Security & Risk Professionals

    Report

    Report Remove The Mystery From Security Metrics

    Performance Management: The S&R Practice Playbook
    July 18, 2017 | Jeff Pollard

    Difficulty creating meaningful metrics persists for chief information security officers (CISOs) despite a decade of discussion. Without good metrics, the security organization can't hope to...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Global Mobile Banking Benchmark, 2017

    BBVA Earns The Top Spot
    July 13, 2017 | Zhi Ying Ng, Aurelie L'Hostis

    To stay relevant to customers, digital banking strategy executives need to deliver useful and usable mobile banking services that not only exceed customers' current expectations but also anticipate...

  • For Security & Risk Professionals

    Report

    Report Develop Identity And Access Management Metrics That Matter To The Business

    Performance Management: The Identity And Access Management Playbook
    July 7, 2017 | Andras Cser, Merritt Maxim

    Most security and risk (S&R) professionals struggle to ensure that identity and access management (IAM) remains a top business technology priority. S&R pros who succeed at nurturing their internal...

  • For B2C Marketing Professionals

    Report

    Report The State Of Consumers And Technology: Benchmark 2017, US

    North American Consumer Technographics®
    June 28, 2017 | Gina Fleming

    This report is our annual overview of the impact of technology on US consumers' attitudes, behaviors, and expectations in a rapidly changing world, based on the Forrester Data Consumer...

  • For Enterprise Architecture Professionals

    Report

    Report Develop An Enterprise Architecture Strategy Aligned With Business Challenges

    Strategic Plan: The EA Practice Playbook
    June 22, 2017 | Gordon Barnett, Alex Cullen

    Many enterprise architecture (EA) teams strive to be more business-focused and strategically engaged — but getting there isn't easy. It may require a resetting of stakeholder perceptions as well as...

  • For Customer Experience Professionals

    Report

    Report The State Of CX Management Maturity, 2017

    The Benchmark Report In The CX Transformation Playbook
    June 19, 2017 | Rick Parrish

    Organizations that want to provide great customer experience (CX) reliably must master CX management because even a track record of high-quality CX is no guarantee it will continue. Mature CX...

  • For Customer Experience Professionals

    Report

    Report The ROI Of CX Transformation

    The Business Case Report In The CX Transformation Playbook

    Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX transformation leaders need to invest...

  • For Security & Risk Professionals

    Report

    Report Security Strength And Ease Benchmark: US Online Retailers 2017

    Continuous Improvement: The Identity And Access Management Playbook
    June 15, 2017 | Andras Cser, Alexander Spiliotes

    According to Forrester Data Online Retail Forecast, 2016 to 2021 (US), online retail sales have grown 15% year-over-year since 2015. As retailers expand their digital offerings and work to attract...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 India Online Banking Functionality Benchmark

    ICICI Bank Stands Out By Offering Better Online Banking Services
    June 12, 2017 | Ashutosh Sharma, Arnav Gupta

    Online banking customers in India use their providers' secure websites to complete tasks and achieve their banking objectives. Digital banking teams must keep a close eye on which goals a customer...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 New Zealand Mobile Banking Benchmark

    Kiwibank Edges Out Bank Of New Zealand With Good Usability
    June 8, 2017 | Zhi Ying Ng

    Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations, but also anticipate their future needs and improve their...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 Australian Mobile Banking Benchmark

    CommBank Takes The Top Spot; Westpac Gives Chase
    June 5, 2017 | Zhi Ying Ng

    Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations, but also anticipate their future needs and improve their...

  • For Security & Risk Professionals

    Report

    Report Data Privacy Metrics That Matter To The Business

    Performance Management: The Data Security And Privacy Playbook
    June 1, 2017 | Enza Iannopollo

    A commitment to security and privacy enables firms to build trusted customer relationships that increase revenue. Security and privacy teams must establish data security and privacy programs that...

  • For B2C Marketing Professionals

    Report

    Report The ROI Of Customer Loyalty

    Business Case: The Customer Loyalty Playbook
    June 1, 2017 | Emily Collins, Reggie Lau

    Loyalty programs help companies identify and collect rich data about their best customers in order to reward, recognize, and retain them. This report helps B2C marketing professionals make the case...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 China Mobile Banking Benchmark

    China Merchants Bank Tops Our Review Of Chinese Banks
    June 1, 2017 | Eryan Zhou, Riccardo Pasto

    Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations, but also anticipate their future needs and improve their...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 UK Mobile Banking Benchmark

    Lloyds Bank Comes Top In Our Review Of UK Mobile Banking Services
    May 30, 2017 | Aurelie L'Hostis

    Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations but also anticipate their future needs and improve their...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 India Mobile Banking Benchmark

    ICICI Bank Leads Again, Setting The Bar For Mobile Banking In India
    May 26, 2017 | Ashutosh Sharma, Arnav Gupta

    Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations, but also anticipate their future needs and improve their...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 European Mobile Banking Benchmark

    BBVA Comes Top In Our Review Of European Mobile Banking Services
    May 16, 2017 | Aurelie L'Hostis

    Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations but also anticipate their future needs and improve their...

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