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  • For B2C Marketing Professionals

    Report

    Report You Don't Need A "Social Marketing" Strategy

    Vision: The Social Marketing Playbook
    July 29, 2016 | Melissa Parrish

    Nearly all marketers use social media, but few are able to quantify its value. In this report, we show how brands use social tactics to achieve marketing goals across the customer life cycle and...

  • For B2C Marketing Professionals

    Report

    Report Social Marketing Is A Vital Part Of Your Post-Digital Transformation

    Executive Overview: The Social Marketing Playbook
    July 29, 2016 | Melissa Parrish

    Social marketing is at a crossroads. B2C marketers intuitively know that it's working, but they can't articulate how. That's because too many of them launched social programs without a strategy....

  • For B2C Marketing Professionals

    Report

    Report Unraveling The Social Technology Web

    Tools And Technology: The Social Marketing Playbook
    July 29, 2016 | Erna Alfred Liousas

    B2C marketers struggle with today's web of social media marketing technologies. The complexity of options, along with use cases that don't always line up to technology capabilities, adds to the...

  • For B2C Marketing Professionals

    Report

    Report Drive Social Marketing Success With The POST Process

    Strategic Plan: The Social Marketing Playbook

    When pursuing social marketing, many marketers prioritize channel decisions (e.g., "Where should my brand be on social media?") over understanding if and how they can help their consumers while...

  • For B2C Marketing Professionals

    Report

    Report Social Technographics® Defines Your Social Approach And Tactics

    Landscape: The Social Marketing Playbook
    July 29, 2016 | Jessica Liu, Gina Fleming

    The question is no longer whether your customers use social media but rather how you can best use social media to interact with those customers. But how well do you know your customers on social...

  • For B2C Marketing Professionals

    Report

    Report Build A Case To Show Social's Value To Marketing And The Entire Enterprise

    Business Case: The Social Marketing Playbook
    July 29, 2016 | Samantha Ngo

    When marketers disregard crafting a strong business case for their social investments, they eventually struggle to prove social marketing's value. Creating a business case enables marketers to gain...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Seven Ways For Australian Retailers To Improve The Customer's Mobile Commerce Experience

    July 28, 2016 | Tim Sheedy

    Mobile shopping has gained considerable momentum in Australia, but many retailers still do not deliver great mobile shopping experiences. Most have built capable mobile web stores, but few have...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Visionary's Guide To Digital Store Planning

    Strategic Plan: The Digital Store Playbook
    July 28, 2016 | Adam Silverman

    A successful strategic plan hinges on a strong vision for the digital store. We expect eBusiness leaders who drive digital store transformation initiatives to have a deep-seated vision for how...

  • For Customer Experience Professionals

    Report

    Report Mapping The Employee Journey

    July 27, 2016 | Samuel Stern, Tony Costa

    Journey maps are a powerful tool for diagnosing and fixing interactions. They're valuable for understanding both customer and employee experiences, which is why customer experience (CX) pros along...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report TechRadar™: Digital Store Customer Experience Technology, Q3 2016

    Tools And Technology: The Digital Store Playbook
    July 27, 2016 | Adam Silverman, Lily Varon

    Retailers are inundated with promising technologies to revolutionize the in-store shopping experience for consumers. Our research shows that most of these experiences today miss the mark. To help...

  • For Customer Insights Professionals

    Report

    Report The Insights-Driven Business

    Insights-Driven Businesses Will Steal $1.2 Trillion In 2020 — It's Time To Join Them
    July 27, 2016 | James McCormick, Brian Hopkins

    A new kind of company — we call them insights-driven businesses — has formed. These firms use data, analytics, and software in closed, continuously optimized loops to differentiate and compete. By...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Customer-Centric Global Banking Platforms, Q3 2016

    The Nine Banking Platforms That Matter Most And How They Stack Up
    July 26, 2016 | Jost Hoppermann

    In our 40-criteria evaluation of customer-centric global banking platform vendors, we identified the nine most significant banking platforms — EdgeVerve (Infosys Finacle), Intellect Design Arena,...

  • For Infrastructure & Operations Professionals

    Report

    Report Use The Service App Store To Enable Customer Obsession In I&O

    Emerging from consumer app store models, the service app store concept is now becoming an alternative for infrastructure and operations (I&O) professionals because business technology (BT) users...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Sustain A Digital Culture

    Continuous Improvement: The Digital Business Transformation Playbook
    July 21, 2016 | Jacob Morgan

    To create a sustainable digital culture, eBusiness leaders must embed digital skills, knowledge, processes, and technologies within their firms and must reinforce and adapt the culture as the world...

  • For B2B Marketing Professionals

    Report

    Report Make Your B2B Marketing Thrive In The Age Of The Customer

    Vision: The B2B Marketing Playbook
    July 21, 2016 | Laura Ramos

    The next wave of competitive advantage will come from deepening customer knowledge and taking action based on an obsessive desire to deliver what your customers want before your competitors do. To...

  • For Application Development & Delivery Professionals

    Report

    Report Case Study: Logistics Firm Overhauls Systems Of Engagement And Record To Improve CX

    Superior Customer Experiences Require Agile Systems Of Record Working In Alignment With Systems Of Engagement
    July 21, 2016 | Somak Roy

    Improving the customer experience (CX) requires far more than well-designed systems of engagement; for many organizations, it also requires updating multiple systems of record. "Acme Logistics," a...

  • For Customer Experience Professionals

    Report

    Report Mobile Onboarding Best Practices

    How To Engage Your Mobile Users From The Start To Keep Them Coming Back
    July 20, 2016 | Deanna Laufer

    On average, mobile apps lose three-quarters of their active users within the first three days of installation — and 90% within the first month of use. In response, many brands try to onboard new...

  • For CMO Professionals

    Report

    Report Talent Management For The Customer-Obsessed Organization

    How To Hire, Train, And Retain Customer-Obsessed Employees
    July 20, 2016 | Rick Parrish, Claire Schooley

    Employees are the lifeblood of a customer-obsessed enterprise. Unfortunately, most businesses that claim to focus relentlessly on customers fail when managing customer-obsessed talent. In this...

  • For CIO Professionals

    Report

    Report Talent Management For The Customer-Obsessed Organization

    How To Hire, Train, And Retain Customer-Obsessed Employees
    July 20, 2016 | Rick Parrish, Claire Schooley

    Employees are the lifeblood of a customer-obsessed enterprise. Unfortunately, most businesses that claim to focus relentlessly on customers fail when managing customer-obsessed talent. In this...

  • For Customer Experience Professionals

    Report

    Report Brief: US And UK Banks Need To Show Customers That They're Valued

    Banks Need To Emotionally Connect With Customers To Exceed Expectations And Drive Loyalty
    July 19, 2016 | Ryan Hart

    Forrester's CX Index data shows that while most US and UK banks do a fairly good job of meeting their customers' basic needs and expectations, only a few do a standout job at exceeding those...

  • For Customer Experience Professionals

    Report

    Report The US Customer Experience Index, 2016

    Benchmarks: The Customer Experience Maturity Playbook
    July 18, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? We reveal the top performers in the US as well as the specific brands that you need to beat to take over...

  • For Infrastructure & Operations Professionals

    Report

    Report Brief: Retailers Must Embrace In-Store Technologies To Differentiate

    Smart Chinese Retailers Leverage In-Store Technologies To Achieve Operational Excellence And Then Drive The Customer Experience
    July 15, 2016 | Frank Liu

    The rising expectations and digital behaviors of empowered shoppers in China are compelling retailers to improve their in-store customer experience to boost loyalty and drive business growth....

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2016 Global Mobile Banking Functionality Benchmark

    Benchmarks: The Mobile Banking Strategy Playbook
    July 15, 2016 | Aurelie L'Hostis, Zhi Ying Ng

    Digital banking strategy executives are under pressure to differentiate by offering mobile banking services that exceed customers' needs and expectations. To help digital banking teams better...

  • For CIO Professionals

    Report

    Report Brief: Internet Plus Is China's Spin On Digital Business

    Customer Obsession Is Critical To Successfully Leading Digital Transformation In China
    July 14, 2016 | Travis Wu

    All CIOs in China know about Internet Plus, but most are unfamiliar with the term "digital business" widely used in Western countries. This report explains why Internet Plus and digital business...

  • For CMO Professionals

    Report

    Report How Metrics Drive Your Customer Obsession

    Hint: Customer-Obsessed Companies Embrace Metrics Differently
    July 14, 2016 | Tina Moffett, Jim Nail

    Customer-obsessed companies put customers and their experiences at the center of their business. And they need metrics to quantify the business result of customer obsession and to incent...

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