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  • Mobile Messaging

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  • For Infrastructure & Operations Professionals

    Report

    Report The Future Of Enterprise Mobility

    Three Technologies That Create A Productive Mobile Employee Experience
    August 11, 2017 | Michael Facemire, Andrew Hewitt, Elinor Klavens

    When it comes to enterprise mobility, I&O pros have focused heavily on delivering apps to workers — and are missing the real opportunity to mobilize workers. While some apps are vital to employee...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How To Choose A Mobile Messaging Vendor

    Messaging is the tip of the spear, or the first step, for most companies in developing true one-to-one user engagement. It's a critical capability for modern businesses — but choosing the right...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Vendor Landscape: Mobile Messaging Platforms

    The features and functions of mobile apps are overkill for most mobile moments. By contrast, messaging rightsizes customer engagement through a combination of notifications and conversations in the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Executive Q&A: Boost Your Chatbot IQ

    December 12, 2016 | Andrew Hogan, Ian Jacobs, Michael Facemire

    Media and vendor boasts of "world-changing technology" have propelled chatbots toward the peak of inflated expectations. Fear of missing the "next big thing" is pushing digital business...

  • For Customer Experience Professionals

    Report

    Report Brief: It's Time To Provide Customer Service Through Facebook Messenger

    The Popular Messaging App Lets You Meet Your Customers On Their Turf
    August 10, 2016 | Andrew Hogan, Ian Jacobs

    One out of every nine people on the planet uses Facebook Messenger each month. While the lion's share of that usage includes communication between friends and families, a few brands have jumped...

  • For B2C Marketing Professionals

    Report

    Report Brief: Mobile Messaging Apps' Usage And Engagement

    A Forrester Data Snapshot
    August 9, 2016 | Kyle Steinhouse, Gina Fleming

    Smartphone owners continue to use messaging apps in growing numbers. Here, we use Forrester's Mobile Audience Data, Q4 2015 (US) to explore the reach and engagement of the most common messaging...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Mobile Messaging: Catalyst And Core Channel For Commerce

    eBusiness Pros Must Master The Art Of Micro Moments To Engage Customers Effectively
    May 23, 2016 | Julie A. Ask, Nicole Dvorak

    Mobile messaging is an old technology, but the old dog is learning new tricks. The combination of mobile apps and smartphones seemed destined to make simple text messages obsolete, but messaging...

  • For Customer Insights Professionals

    Report

    Report Mobile Messaging Fails Customers Today

    A Technographics® 360 Report: Using Behavioral Tracking And Survey Data
    May 23, 2016 | Nicole Dvorak, Julie A. Ask

    Despite preceding most mobile technologies, mobile messaging is evolving rapidly. Simple text messages may seem obsolete, but combined with contextual data, they provide a new opportunity for...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2016 European Mobile Banking Functionality Benchmark

    CaixaBank Tops Our Review Of European Banks' Mobile Banking Services
    May 20, 2016 | Aurelie L'Hostis

    This report explores the best practices we've uncovered by reviewing the mobile banking functionality of 11 of the largest retail banks in Europe. While all the banks have made improvements over...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Executing End-To-End Mobile Services

    October 17, 2014 | Julie A. Ask

    Mobile technologies are tactics — not strategies in themselves. Too often mobile services conversations start with "Let's build an app." Instead, decisions like these should only be undertaken once...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Create Mobile Moments With Messaging

    A Guide To Using Mobile Messaging To Engage Customers
    October 1, 2014 | Julie A. Ask, Douglas Roberge

    Mobile moments are the new competitive battleground. Mobile messaging creates mobile moments, or the ability to serve your customers proactively in their moment of need. Mobile messaging improves...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Mobile Messaging Update: Pervasive Consumer Use Offers Unique Engagement Opportunities

    Broad Reach And Usage Among Consumers Demands That Mobile Messaging Is In The Mix
    July 30, 2014 | Julie A. Ask, Douglas Roberge

    Twenty years ago, the only form of mobile messaging was SMS, and it offered the only pragmatic mobile data service: it had broad reach, standardization, and carrier interoperability. That's a far...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2014 Global Mobile Banking Functionality Benchmark

    Garanti Tops Our Review Of Global Banks' Mobile Services
    July 17, 2014 | Peter Wannemacher, Stephen Walker

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the mobile banking offerings of 32 large retail banks in Western Europe, North America, and Australia. In general, the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2014 UK Mobile Banking Functionality Benchmark

    Barclays Tops Our Review Of UK Banks' Mobile Services
    June 23, 2014 | Stephen Walker

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking services of the seven largest retail banks and building societies in the UK on more than 35...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Mobile Messaging Vendor Overview

    Making Smart Decisions To Support Your Business Needs
    October 23, 2013 | Julie A. Ask

    This report is a mobile messaging vendor overview designed to provide a framework for narrowing the list of potential vendors that are well suited to meet the needs of your business. Rather than an...

  • For Marketing Leadership Professionals

    Report

    Report Push Mobile Engagement To The Next Level

    Integrate Push Notifications Into Your Marketing Approach
    October 17, 2013 | Thomas Husson

    Push notifications make the most of mobile marketing's unique attributes: intimacy, immediacy, and context. When consumers opt in to receive push notifications, it means they trust you to the point...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2013 US Mobile Banking Functionality Rankings

    Forrester Evaluates The Four Largest Banks' Retail Mobile Offerings
    April 25, 2013 | Peter Wannemacher

    With customer expectations rising and substantial business at stake, digital banking strategy teams know they need to keep improving their mobile services. This is one of three reports that detail...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Understand Communication Channel Needs To Craft Your Customer Service Strategy

    March 11, 2013 | Kate Leggett

    Consumers' preferences for customer service channels are rapidly changing. And it's not just the younger generation of consumers — there's disruption and change across all ages and demographics....

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Future Of Mobile Messaging

    eBusiness Professionals Must Prepare For New Messaging Paradigms
    August 15, 2012 | Julie A. Ask

    Mobile messaging is somewhat dull today, but it is on the verge of becoming more interesting as it transitions from a nuts-and-bolts telecom model to an Internet model with rich feature sets....

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Mobile Messaging: A Broad-Reach Opportunity

    Messaging Is The Ultimate Catalyst For Consumer Engagement
    May 10, 2012 | Julie A. Ask

    With its ubiquity and simplicity, messaging can be a powerful tool for eBusiness professionals. They will find that the most effective uses of messaging will be to enhance other touchpoints by...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report A Systematic Approach To Mobile Strategy

    May 10, 2012 | Julie A. Ask, Charles S. Golvin

    Mobile is hot, but too many executives take a backward approach to developing a mobile initiative and begin with technology decisions such as "We need an iPhone application" or "Let's do something...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Market Overview: SMS Mobile Campaign Vendors

    March 31, 2010 | Seth Fowler, Julie A. Ask

    While the need for a mobile strategy may be clear, the path to realizing one is less obvious. Forrester provides an overview of the SMS application and services vendor market along with a framework...

  • For Marketing Leadership Professionals

    Report

    Report How Public Authorities Can Make The Most Of Mobile Services

    February 17, 2010 | Thomas Husson

    Brands and companies are not the only ones that should tap into mobile opportunities. Public authorities can use mobile to improve the quality of life of their citizens and to develop their...

  • For Marketing Leadership Professionals

    Report

    Report Mobile Strategy: Frequently Asked Questions

    FAQs From Forrester's European Clients About Leveraging Mobile's Growth
    October 20, 2009 | Thomas Husson

    Client interest in mobile has exploded in the past year, partly thanks to the tremendous success of the iPhone/Apple App Store. Many brands that are starting to create a mobile presence are...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Success In Mobile Commerce Means Asking The Right Questions Now

    July 16, 2009 | Sucharita Mulpuru

    Forrester recently adapted its methodology for creating a successful social strategy — based on understanding people, objectives, strategy, and technology (POST) — to the mobile strategy space....