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  • Customer Experience Management

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  • For eBusiness & Channel Strategy Professionals

    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 Application Development & Delivery Professionals

    Report How AD&D Accelerates The Journey To Customer-Obsessed Operating Models

    Landscape: The Application Development Strategy, Structure, And Sourcing Playbook
    May 19, 2016 | John R. Rymer

    Customer-obsessed enterprises focus their strategies, operations, and budgets on knowledge of and engagement with customers. Application development and delivery (AD&D) groups bring this focus to...

  • For eBusiness & Channel Strategy Professionals

    Report 2016 US Mobile Banking Functionality Benchmark

    Bank Of America Takes The Lead, While All US Banks Have Improved Functionality

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the mobile banking offerings of the five largest retail banks in the US. While all of the US banks meet customers' needs...

  • For Customer Experience Professionals

    Report Brief: Managing The Emotional Impact Of Your Customer's Experience

    Why Companies Must Understand And Manage How They Make Their Customers Feel
    May 19, 2016 | Thomas McCann, Anjali Lai

    Forrester's Australia Customer Experience Index (CX Index™) research clearly demonstrates that emotions are the most important factor shaping customers' perceptions of their experiences with a...

  • For Customer Experience Professionals

    Report Ten Ways That The Cloud Can Power Government Customer Experience Innovation

    May 18, 2016 | TJ Keitt, Rick Parrish

    Cloud services promise to lower tech management operational costs, which entices government agencies in this time of constrained budgets. But the cloud also has the potential to improve government...

  • For eBusiness & Channel Strategy Professionals

    Report 2016 UK Mobile Banking Functionality Benchmark

    Lloyds Bank Continues To Offer The Most Extensive Functionality
    May 18, 2016 | Aurelie L'Hostis, Alexander Causey

    This report explores the best practices we've uncovered by reviewing the mobile banking functionality of six of the largest retail banks in the UK. It's intended to help digital banking strategy...

  • For Customer Experience Professionals

    Report Brief: Six Ways To Add Speed And Scale To Customer Insights

    May 17, 2016 | Tony Costa, Dylan Czarnecki

    Customer research through surveys and qualitative studies is the most common approach to learn more about customers. However, these efforts can be time-intensive and expensive. This report...

  • For Application Development & Delivery Professionals

    Report Vendor Landscape: Digital Experience Platforms

    Three Classes Of Vendors Tackle The Multichannel Experience Mandate

    Application development and delivery (AD&D) professionals need an array of software to create and manage the digital experience (DX). They must evaluate, implement, integrate, and build front-end...

  • For Customer Experience Professionals

    Report Brief: The Most Popular Customer Journeys To Map

    May 16, 2016 | Tony Costa

    Customer experience (CX) pros are adopting journey mapping as a tool for improving their firm's customer experiences, and one of the questions that they routinely ask Forrester is what customer...

  • For eBusiness & Channel Strategy Professionals

    Report 2015 Retail Omnichannel Functionality Benchmark

    Benchmarks: The Omnichannel Commerce Playbook
    May 16, 2016 | Michelle Beeson

    Forrester used its Retail Omnichannel Functionality Benchmark methodology to assess 20 leading retailers across the UK and US to help retail digital business executives better understand how their...

  • For Security & Risk Professionals

    Report Four Ways Cybercriminals Exploit Social Media

    The Weaponization Of Social Media, And How You Can Fight Back
    May 16, 2016 | Nick Hayes

    Sophisticated social engineering, efficient data reconnaissance, software exploits, targeted spearphishing, account takeovers, spam — this is just a small sample of how cybercriminals and other...

  • For Customer Insights Professionals

    Report The Uptake And Engagement Of Social Mobile Apps In The US And The UK

    Comparing Social Networking, Messaging, Email, And Digital Video/Voice Apps
    May 13, 2016 | Nicole Dvorak

    Even though smartphone owners spend more and more time using their devices, smartphones remain primarily networking and communication tools. We used Forrester's Mobile Audience Data to review the...

  • For eBusiness & Channel Strategy Professionals

    Report How US Banking Customers Use Different Channels, 2016

    Americans Remain Surprisingly Attached To Bank Branches
    May 13, 2016 | Rachel Roizen

    Digital banking use is growing rapidly, as US banking customers embrace mobile and tablet banking while continuing to use online banking. But the use of traditional channels like branches and ATMs...

  • For B2B Marketing Professionals

    Report How Self-Service Research Changes B2B Marketing

    Facilitate The Customer-Driven Journey To Improve Engagement, Context, And Conversion
    May 13, 2016 | Steven Casey

    B2B marketing is a victim of its own success. The explosion of content marketing has taught prospects that they no longer need to engage with salespeople early in the evaluation process to narrow...

  • For Customer Experience Professionals

    Report How Companies Master Their Customer Experience Ecosystems

    Benchmarks: The Customer Experience Ecosystem Playbook
    May 11, 2016 | TJ Keitt

    The key to an excellent customer experience (CX) is a well-coordinated customer experience ecosystem. However, the complexity of this network of employees, partners, and customers makes...

  • For eBusiness & Channel Strategy Professionals

    Report Disrupting Finance: Digital Banks

    Digital Banks Offer A More Compelling Digital Banking Experience

    Over the past few years, a wave of new digital banks like Fidor Bank, Hello bank, Jibun Bank, Moven, and Widiba have launched, competing to win customers with better digital customer experiences...

  • For eBusiness & Channel Strategy Professionals

    Report Case Study: How GameStop Is Fighting Disruption

    May 10, 2016 | Sucharita Mulpuru

    Like many companies in the physical media sector, video game retailers face disruption from mobile devices, digital distribution, and intense competition. This case study provides eBusiness...

  • For CMO Professionals

    Report The Top Technologies For Your Business Technology Agenda, 2016

    The Top Business Technologies To Win, Serve, And Retain Customers Along Every Step Of Their Journeys
    May 10, 2016 | Ted Schadler

    Customer-obsessed firms are customer-led and insights-driven. They move fast rather than perfectly, and they are connected to serve increasingly powerful customers. CMOs must engage with CIOs to...

  • For CIO Professionals

    Report The Top Technologies For Your Business Technology Agenda, 2016

    The Top Business Technologies To Win, Serve, And Retain Customers Along Every Step Of Their Journeys
    May 10, 2016 | Ted Schadler

    Customer-obsessed firms are customer-led and insights-driven. They move fast rather than perfectly, and they are connected to serve increasingly powerful customers. CIOs wield a critical asset: the...

  • For CIO Professionals

    Report The 2016 Guide To Digital Predators, Transformers, And Dinosaurs

    Benchmark: The CIO Digital Business Transformation Playbook
    May 10, 2016 | Nigel Fenwick

    Getting to digital mastery is a challenge for every company. But some companies understand digital business better than others. This data-laden report identifies Digital Predators, Transformers,...

  • For eBusiness & Channel Strategy Professionals

    Report Why Digital Teams At Financial Providers Should Invest In Shared Finances

    Consumers' Financial Relationships With Each Other Are Evolving, So Digital Executives At Financial Services Firms Need To Get Ready
    May 9, 2016 | Peter Wannemacher

    Shared finances — any situation in which one consumer acts as an observer of, partner in, or proxy for another consumer's finances — represent a latent demand that financial services providers can...

  • For Application Development & Delivery Professionals

    Report Brief: The Creative Technologist — A Hybrid Role To Help Bridge Design And Development

    In a customer-first world where the benefits and risks of customer engagement for web and mobile experiences have reached unprecedented levels, application development and delivery (AD&D) pros must...

  • For Customer Experience Professionals

    Report A Picture's Worth 1,000 CX Strategy Slides

    The Right Way To Illustrate Your Customer Experience Vision To Achieve Clarity And Buy-In
    May 5, 2016 | Deanna Laufer

    Firms build great customer experiences on solid strategies that people sharing a common vision execute. But most companies will find that their employees and executives lack a shared understanding...

  • For eBusiness & Channel Strategy Professionals

    Report Four Ways APIs Are Changing Banking

    How Financial Services Firms Are Exploiting The API Economy
    May 4, 2016 | Jacob Morgan

    Application programming interfaces (APIs) are a critical technology and are reframing the business opportunity within financial services. Digital business strategy executives are ideally placed to...

  • For Customer Experience Professionals

    Report Introducing Forrester's New Digital User Experience Review

    Assessment: The Digital Customer Experience Playbook

    Forrester has a new digital user experience review. Like its predecessors, this heuristic evaluation relies on trained experts performing key customer scenarios. This report outlines why we created...

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