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  • For eBusiness & Channel Strategy Professionals

    Report

    Report Measuring Up: Benchmarking Your B2B eCommerce Performance

    Benchmarks: The B2B eCommerce Playbook
    January 12, 2018 | John Bruno

    In the age of the customer, B2B companies must know where they're performing and underperforming with their clients. Once again, Forrester partnered with Internet Retailer to survey B2B digital...

  • For Infrastructure & Operations Professionals

    Report

    Report Apply Maslow's Hierarchy And Deming's PDCA Cycle For Continuous Infrastructure Improvement

    Continuous Improvement: The Infrastructure Transformation Playbook
    January 12, 2018 | Naveen Chhabra

    Infrastructure and operations (I&O) teams have a broader charter in the age of the customer. I&O pros must optimize their infrastructure people, processes, and technology in pursuit of customer...

  • For B2C Marketing Professionals

    Report

    Report The Marketing Measurement Action Gap

    Benchmarks: The Marketing Measurement And Insights Playbook
    December 21, 2017 | Jim Nail

    Marketing measurement has long been a challenging discipline. But an elite segment of B2C marketers has embraced marketing measurement and optimization technologies to dramatically improve their...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 Canadian Credit Card Digital Sales Functionality Benchmark

    BMO And Scotiabank Lead The Pack In This Year's Review Of Credit Card Sales
    December 18, 2017 | Alyson Clarke, August Du Pont

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the five largest credit card issuers in Canada across 42 individual criteria. Bank of Montreal (BMO)...

  • For Application Development & Delivery Professionals

    Report

    Report Use Modern Benchmarking For Modern Application Delivery

    Benchmarks: The Modern Application Delivery Playbook
    December 14, 2017 | Christopher Condo, Diego Lo Giudice

    As firms face growing competition for customers, they naturally seek to compare themselves to their peers and competitors, but there is a trap: Leaders don't compare their firms with competitors...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 European Online Banking Functionality Benchmark

    BBVA Earns The Highest Overall Score
    December 13, 2017 | Aurelie L'Hostis

    Tens of millions of Europeans use their banks' secure websites to conduct both routine and infrequent banking tasks. Digital banking strategy executives need to deliver online banking services that...

  • For Security & Risk Professionals

    Report

    Report The State Of Risk Management 2017

    Benchmarks: The Governance, Risk, And Compliance Playbook
    December 5, 2017 | Christopher McClean

    Executives must take big bets on new technologies, business models, and emerging markets to stay ahead of the fast pace of competition. With so much at stake and so many public examples of...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Steer Your Customers' Insurance Journeys With Benchmarks

    Benchmarks: The Digital Insurance Strategy Playbook
    November 30, 2017 | Ellen Carney

    Digital touchpoints must constantly evolve to reflect how consumers and small businesses research, buy, and use insurance. Digital insurance strategy leaders are under pressure to deploy digital...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 US Credit Card Digital Sales Functionality Benchmark

    Bank Of America And Wells Fargo Lead This Year's Review Of Credit Card Sales
    November 15, 2017 | Alyson Clarke, August Du Pont

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the seven largest credit card issuers in the US across 42 individual criteria. Bank of America takes...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Assess How Your Omnichannel Capabilities Stack Up

    Benchmarks: The Omnichannel Commerce Playbook
    November 13, 2017 | Michelle Beeson

    Forrester's 2017 Retail Omnichannel Capabilities Assessment benchmarked 16 leading UK and US retailers to help digital business executives understand how their omnichannel capabilities compare with...

  • For Security & Risk Professionals

    Report

    Report The State Of Data Security And Privacy: 2017 To 2018

    Benchmarks: The Data Security And Privacy Playbook
    October 24, 2017 | Heidi Shey, Alexander Spiliotes

    Throughout the year, Forrester analysts engage in hundreds of discussions about data security and privacy. This data-driven report outlines budgeting and spending, technology adoption plans, and...

  • For Security & Risk Professionals

    Report

    Report Understand The State Of Identity And Access Management: 2017 To 2018

    Benchmarks: The Identity And Access Management Playbook
    October 24, 2017 | Merritt Maxim, Andras Cser

    This report provides spending and technology adoption benchmarks for security and risk (S&R) leaders responsible for developing an organizationwide identity and access management (IAM) strategy....

  • For B2C Marketing Professionals

    Report

    Report Accelerate Modern Marketing With Real-Time Interaction Management

    Benchmarks: The Enterprise Marketing Technology Playbook
    October 17, 2017 | Rusty Warner

    Customer-obsessed firms sustain competitive advantage by delivering value and utility in their customers' moments of need. Real-time interaction management (RTIM) enables B2C marketers to meet...

  • For B2C Marketing Professionals

    Report

    Report Mobile-First Is Not Enough

    Benchmark Your Mobile Marketing Approach
    October 10, 2017 | Thomas Husson

    Over the past few years, "mobile first" has become the new marketing imperative. However, few B2C marketers are good at executing this concept. More importantly, focusing solely on mobile-first...

  • For B2C Marketing Professionals

    Report

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

    Global Consumer Technographics®
    October 6, 2017 | Anjali Lai

    Consumer behaviors and expectations are rapidly evolving, but the rate of change differs across the globe. And while similar attitudes drive the most empowered customers, their device usage varies...

  • For Customer Insights Professionals

    Report

    Report The State Of Customer Analytics 2017

    Benchmarks: The Customer Analytics Playbook
    September 25, 2017 | Brandon Purcell

    To assess the state of analytics adoption, including goals, challenges, and analytics sophistication, Forrester and Burtch Works fielded an online survey to 229 customer analytics and measurement...

  • For B2C Marketing Professionals

    Report

    Report Everyone Uses Social; Few Know If It Works

    Benchmarks: The Social Marketing Playbook
    September 20, 2017 | Melissa Parrish

    Social is no longer a new tool in the marketer's toolbox, but how brands use it is progressing far more slowly than innovations in social networks and platforms. This report reveals how B2C...

  • For CMO Professionals

    Report

    Report Australia And New Zealand Firms Jump-Start Their Journey To Customer Obsession

    Learn From Firms That Benchmark Themselves Against Their Peers
    September 18, 2017 | Michael Barnes

    Forrester's Customer Obsession Assessment (COA) helps you gauge your customer obsession maturity against that of your peers. This report applies the COA to firms based in Australia and New Zealand...

  • For Security & Risk Professionals

    Report

    Report Security Strength And Ease Benchmark: US Most-Visited Federal Government Websites, 2017

    Only 33% of federal customers are confident that the government keeps their personal information secure, and almost 50% rate federal website ease of use as neutral or poor. In this report for S&R...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Make Smart Mobile Technology Choices

    Benchmarks: The Mobile eBusiness Playbook
    September 13, 2017 | Julie A. Ask

    "What are my competitors doing?" is one of the most frequent questions that Forrester's clients ask. This report helps digital business strategy professionals benchmark both their use of mobile...

  • For Application Development & Delivery Professionals

    Report

    Report Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    August 23, 2017 | Ian Jacobs, Kate Leggett

    Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer...

  • 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

    Benchmarks: 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...

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