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  • For eBusiness & Channel Strategy Professionals

    Report

    Report Assess Your Digital Insurance Capabilities

    Assessment: The Digital Insurance Strategy Playbook
    February 16, 2018 | Oliwia Berdak

    Insurers' digital capabilities are patchy. Agent-based firms have focused on digital advertising to raise brand awareness, while direct firms have prioritized lead generation and conversion. But to...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Track Digital Banking Success With Customer-Centric Metrics

    Performance Management: The Digital Banking Strategy Playbook
    February 15, 2018 | Zhi Ying Ng

    Digital banking success demands new metrics. Typical key performance indicators (KPIs) for digital banking are often product-centric or channel-specific, rather than customer-focused. Digital...

  • For CIO Professionals

    Report

    Report Put Customers At The Center Of Tech Processes

    Intermediate Level: Process Practices For IT Transformation
    February 14, 2018 | Margo Visitacion

    Technology leaders at the intermediate level must advance IT with customer-focused processes that maximize value delivered. Once established practices are in place, it's time to focus on putting...

  • For Customer Experience Professionals

    Report

    Report The UK Traditional Retailers Customer Experience Index, 2017

    How UK Traditional Retailer Brands Earn Loyalty With The Quality Of Their Experience
    February 14, 2018 | Michelle Beeson

    How well do leading traditional retailers (stores and digital) earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 16 traditional retail...

  • For Customer Experience Professionals

    Report

    Report Clear Communication Is Vital For Government CX Success

    Improving How You Communicate Creates A Better Customer Experience — And Improves CX Metrics
    February 14, 2018 | Faith Adams, Rick Parrish

    How well federal agencies communicate with their customers has a surprisingly large impact on the overall customer experience they deliver. This outsized influence can be a game-changer for your...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Case Study: Intesa Sanpaolo Drives A Customer-Obsessed Digital Transformation

    Intesa Sanpaolo Digitizes Its Business Strategy To Boost Its Transformation
    February 13, 2018 | Aurelie L'Hostis

    When Intesa Sanpaolo embarked on its digital business transformation program in 2014, it recognized the need to systematically look through the customer lens to deliver great customer experiences....

  • For B2C Marketing Professionals

    Report

    Report The Forrester Wave™: Enterprise Marketing Software Suites, Q1 2018

    Tools And Technology: The Enterprise Marketing Technology Playbook
    February 13, 2018 | Joe Stanhope

    In our 40-criteria evaluation of enterprise marketing software suite (EMSS) providers, we identified the seven most significant ones — Adobe, IBM, Marketo, Oracle, Salesforce, SAP Hybris, and SAS —...

  • For Customer Experience Professionals

    Report

    Report Customers Prefer Hybrid Digital/Physical Experiences

    New Insights From Forrester's Customer Experience Index
    February 9, 2018 | Rick Parrish

    Conventional wisdom states that customers prefer digital experiences. As a result, companies race to create entirely digital experiences to entice customers away from physical channels like call...

  • For CMO Professionals

    Report

    Report Set The Right Metrics To Shape Your Culture

    The State Of Digital Business 2018: Metrics And Culture
    February 8, 2018 | Nigel Fenwick

    Culture remains the No. 1 barrier to successful digital transformation. Evolving your company culture requires an overhaul of employee metrics, especially in teams that marketing works alongside....

  • For Application Development & Delivery Professionals

    Report

    Report The Path To Customer Obsession Is Paved With Enterprise Collaboration

    Vision: The Enterprise Collaboration Playbook
    February 8, 2018 | Art Schoeller

    Businesses rely on an ecosystem that brings together networks of employees, partners, and customers to build and deliver profitable customer experiences. Keeping these disparate groups engaged and...

  • For CMO Professionals

    Report

    Report While Getting Started With Digital, Invest In Technology For Customer Engagement

    Beginner Level: Technology Practices For Digital Business
    February 8, 2018 | Ted Schadler, Bobby Cameron

    Companies beginning as digital businesses have a giant leap to make: They must stop treating technology as a cost center, and start treating it as a source of revenue, agility, and engagement. This...

  • For CMO Professionals

    Report

    Report Create A Customer-Obsessed Brand Experience

    Executive Overview: The Brand Experience Playbook
    February 7, 2018 | Dipanjan Chatterjee

    In the age of the customer, CMOs have a steep hill to climb in building their brands with distracted, empowered customers. In this new era, CMOs must shift from a company-centric approach of...

  • For CMO Professionals

    Report

    Report Case Study: Honda Puts Brand Effectiveness In High Gear With Consumer Neuroscience

    Performance Management: The Brand Experience Playbook
    February 6, 2018 | Dipanjan Chatterjee

    Honda used consumer neuroscience to test several advertising creative executions. This enabled the car company to unearth findings that optimized its campaigns in a way it could never imagine doing...

  • For Enterprise Architecture Professionals

    Report

    Report Use Reference Models And Collaborate With Marketing To Accelerate Your Martech Strategy

    Customer Obsession Requires Working Across Departments
    February 6, 2018 | Gordon Barnett, Rusty Warner

    Creating the broad technology and business alignment necessary for long-term success is dependent on a well-coordinated technology management strategy. Enterprise architecture (EA) professionals...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Omnichannel Mastery: Optimize Fulfillment And Engagement

    Continuous Improvement: The Omnichannel Commerce Playbook
    February 5, 2018 | Brendan Witcher

    Omnichannel fulfillment capabilities — the ability to offer the customer cross-channel visibility and ordering options — have become standard offerings for leading retailers. Many started by...

  • For B2C Marketing Professionals

    Report

    Report Paid Search And SEO Shouldn't Be Your Only Discovery Tools

    Marketers Must Look Beyond Traditional Search To Capture Prospects' Attention
    February 5, 2018 | Collin Colburn

    Customers discover new products and services in many ways, but marketers tend to think only of search, and only on Bing and Google. This report helps B2C marketers think through all the possible...

  • For Customer Experience Professionals

    Report

    Report How To Drive Action With Your Voice Of The Customer Program

    February 2, 2018 | Faith Adams

    Voice of the customer (VoC) programs are still not taken seriously. This is because they struggle to drive action and prove value. To change this, VoC teams must leverage stakeholders across the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2018 Retail Best Practices: Mobile Web

    Apply Lessons Learned From Forrester's Retail Wave™: US Mobile Web, Q4 2017
    February 2, 2018 | Brendan Miller

    Mobile web is booming: We forecast that US retail sales via smartphone will grow at a compound annual growth rate (CAGR) of 18% over the next five years. Plus, smartphones will impact more than...

  • For CIO Professionals

    Report

    Report Reset Your Technology Foundation For Customer Engagement

    Beginner Level: Technology Practices For IT Transformation

    Companies establishing their technology priorities for the age of the customer face an uphill battle against legacy systems and outdated technologies. This report outlines the technologies that...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Disrupting Finance: Digital Insurers

    Digital Insurance Startups Aim To Offer A Better Customer Experience
    January 31, 2018 | Oliwia Berdak

    The past few years have seen the emergence of a growing number of digital insurance startups like BIMA, Cuvva, Lemonade, Oscar, Slice, and Trōv, which use digital technologies to simplify the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 Indian Bank Digital Sales Functionality Benchmark

    ICICI Bank Leads The Pack, Just Ahead Of Axis Bank
    January 30, 2018 | Ashutosh Sharma, Arnav Gupta

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of five large retail banks in India. ICICI Bank leads the pack with a score of 55 out of 100, just...

  • For B2C Marketing Professionals

    Report

    Report Marketers Weigh In: More Social Media Management Features Don't Guarantee Success

    January 30, 2018 | Erna Alfred Liousas

    Today's social media management solutions are complex because the social media landscape is complex. Unfortunately, marketers are complicit in this complexity when they choose vendors based on...

  • For Customer Experience Professionals

    Report

    Report The Top Qualities Of Elite CX Brands

    What Firms At The Top Of Forrester's Customer Experience Index Have In Common
    January 30, 2018 | Tom Champion

    What does it take to deliver elite customer experiences? To find out, Forrester interviewed customer experience (CX) professionals at brands that have repeatedly placed in the top rungs of...

  • For CIO Professionals

    Report

    Report Great Companies Center Their Tech Strategy On Customers

    Don't Ignore The Basics, But Keep Boldly Adapting Your Strategy To Meet One Goal — Serving Customers
    January 30, 2018 | Dave Bartoletti, Bobby Cameron

    Technology leaders need to rethink strategic planning in the age of the customer. Technology strategies are too often just collections of loosely related project plans and too focused on tech...

  • For B2C Marketing Professionals

    Report

    Report Millennials Drive The Sharing Economy

    North American Consumer Technographics®
    January 29, 2018 | Jonathan Winkle

    The sharing economy — peer-to-peer platforms that provide access to shared goods and services — is firmly established and poised to grow to an estimated $335 billion in the US by 2025. Millennials...

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