Search Results

• For eBusiness & Channel Strategy Professionals

  Report

  Report The Omnichannel Maturity Assessment

  Assessment: The Omnichannel Commerce Playbook

  May 9, 2017 | Brendan Witcher, Claudia Tajima

  Supporting an omnichannel fulfillment program is table stakes in retail today. Organizations need to assess their omnichannel maturity to understand their current state and compare it with their...

• For Application Development & Delivery Professionals

  Report

  Report Drive Revenue, Please Customers By Connecting Customer Journeys

  Use Contextual Data To Repair Broken Journeys Between Self-Service And Contact Center Agents

  April 19, 2017 | Art Schoeller

  In the old fairy tale of Hansel and Gretel, the protagonists used bread crumbs to mark their trail home, but animals quickly ate them, leaving the pair lost in the wilderness. Customers who hop...

• For CIO Professionals

  Report

  Report 2017 Technology Imperatives For US Health Insurers

  Regulatory Uncertainty Accelerates The Need For Customer Insight And Engagement

  April 5, 2017 | Kate McCarthy

  2017 is likely to be fraught with uncertainty for health insurers as Congress evaluates massive changes to the Affordable Care Act (ACA). During this prolonged period of uncertainty, insurers will...

• For Customer Experience Professionals

  Report

  Report Chinese Banks Must Embrace Customer Experience To Achieve Sustainable Growth

  Traditional Banks Need To Up Their CX Game To Stay Relevant In An Increasingly Competitive Market

  March 20, 2017 | Riccardo Pasto

  To achieve sustainable business growth in an increasingly competitive market, Chinese banks can no longer rely on commoditized products and services. Innovative banks that create value for their...

• For CIO Professionals

  Report

  Report Make Omnichannel A Cornerstone Of Your Telecom Digital Transformation

  Most Telcos Underestimate The Significance Of The Omnichannel Opportunity For Their Digital Transformation

  March 17, 2017 | Dan Bieler

  Offering customers seamless omnichannel experiences is critical for telcos' digital transformation efforts. Today, customers expect to use a variety of digital touchpoints. Omnichannel affects...

• For eBusiness & Channel Strategy Professionals

  Report

  Report The Future Of The Digital Store

  Vision: The Digital Store Playbook

  March 6, 2017 | Fiona Swerdlow

  Today's empowered customers own multiple digital devices that they use to engage with brands and retailers — on their own terms — while shopping in-store. Simultaneously, new technologies are...

• For Application Development & Delivery Professionals

  Report

  Report Embrace Continuous Improvement To Power Customer Service Operations

  Continuous Improvement: The Contact Centers For Customer Service Playbook

  February 24, 2017 | Kate Leggett, Art Schoeller

  Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D)...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Your Strategic Plan Is The Lynchpin For Omnichannel Success

  Strategic Plan: The Omnichannel Commerce Playbook

  February 22, 2017 | Brendan Witcher, Claudia Tajima

  Organizations today must have a comprehensive strategic plan that aligns their internal teams with a single vision for omnichannel excellence. However, because omnichannel commerce continues to...

• For CIO Professionals

  Report

  Report Six Strategies To Strengthen Your Company's Digital DNA

  Assessment: The CIO Digital Business Transformation Playbook

  February 17, 2017 | Nigel Fenwick

  Digital transformation is a journey, not a destination. And every journey has a starting point. What you do next depends on where you begin. Use this self-assessment to find out where your company...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Retailers Are Off The Starting Blocks Of Omnichannel Commerce

  Landscape: The Omnichannel Commerce Playbook

  February 15, 2017 | Michelle Beeson

  Customer expectations are high, so eBusiness professionals are investing heavily in customer-facing and back-end technology to deliver great experiences. This landscape report of the omnichannel...

• For eBusiness & Channel Strategy Professionals

  Report

  Report It's Time For Retail Stores To Open Their Doors To The Digital Org

  Organization: The Digital Store Playbook

  February 3, 2017 | Brendan Witcher

  Digital business mastery and serving customers consistently across their shopping journeys is shattering traditional retail silos. P&L statements managed in channel silos drive companies to engage...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Digitize Your Business Strategy

  Executive Overview: The Digital Business Transformation Playbook

  January 12, 2017 | Martin Gill, Ted Schadler

  To compete in the age of the customer, your firm must become a digital business. As a digital business leader, it's your job to shape how. You must enhance your digital customer experience while...

• For Customer Experience Professionals

  Report

  Report The Customer Experience Ecosystem Redefined

  Vision: The Customer Experience Ecosystem Playbook

  November 29, 2016 | Rick Parrish, Dylan Czarnecki

  Customer experience (CX) competition is intensifying, and fundamental flaws in ambitious companies' CX ecosystems are thwarting their efforts to differentiate. To help CX professionals better...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Mastering The Art Of Omnichannel Retailing

  Executive Overview: The Omnichannel Commerce Playbook

  November 17, 2016 | Brendan Witcher

  eBusiness leaders know that offering customers seamless omnichannel experiences is now table stakes. Today, customers use a variety of digital touchpoints that ultimately impact half of total US...

• For Application Development & Delivery Professionals

  Report

  Report Design Your Contact Center From The Outside In

  Strategic Plan: The Contact Centers For Customer Service Playbook

  November 17, 2016 | Art Schoeller, Randy Heffner

  As enterprises strive to offer better customer experiences, they must incorporate organizational and operational change into contact center architectural design. Companies must establish customer...

• For eBusiness & Channel Strategy Professionals

  Report

  Report The Case For Omnichannel B2B

  Business Case: The B2B eCommerce Playbook For 2016

  October 3, 2016 | Andy Hoar

  Omnichannel business-to-business (B2B) buyers are more active, generate more incremental revenue, and cost less to serve than single-channel customers. But as customer expectations rise, B2B buyers...

• For Application Development & Delivery Professionals

  Report

  Report Brief: Now You See Me — Video Chat Improves The Customer Experience

  Well-Targeted Video Chat Drives Revenue, Improves Efficiency, And Increases Customer Satisfaction

  September 15, 2016 | Nick Barber, Art Schoeller

  Live video chat for customer service drives ROI, decreases dispute-resolution time, and increases customer satisfaction for business-to-business and business-to-consumer firms. With broader...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Choose The Right Payment Processing Solution For Your Organization

  To Stay Ahead, Merchants Need To Evaluate Their Payment Vendors

  August 18, 2016 | Brendan Miller

  eBusiness pros need payment vendors that proactively drive them closer to their customers — but they don't always recognize payment acceptance as a strategic element of their digital business...

• For Customer Experience Professionals

  Report

  Report Brief: The Top Five Reasons Why Customer Journey Mapping Efforts Fail

  And How CX Pros Can Prevent Them From Happening In The First Place

  August 15, 2016 | Tony Costa, Joana van den Brink-Quintanilha

  Sixty-three percent of customer experience (CX) professionals rely on journey maps to guide their efforts. But Forrester continues to hear from CX pros who struggle to make journey mapping efforts...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Examining The Mobile Pathways Of US Shopping Websites

  A Forrester Data Snapshot

  June 16, 2016 | Nicole Dvorak

  Smartphone owners often navigate from one mobile destination to the next in a single session. Mobile pathways analysis explores the popular destinations customers visit right before and after your...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Do Smartphone Owners Use The App, The Mobile Site, Or Both?

  A Forrester Data Snapshot

  June 15, 2016 | Nicole Dvorak, Kyle Steinhouse

  Apps and mobile websites serve both distinct and overlapping needs, sometimes for the same customer. By looking at consumers’ passively collected behavior on smartphones, we found that for...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Consumers Prefer Apps When Spending Time On Smartphones

  A Forrester Data Snapshot

  June 14, 2016 | Nicole Dvorak

  US consumers who spend more time on their smartphone increase their time in apps, not mobile websites. Why? Apps can integrate contextual data (like location) with a user’s personal...

• For Infrastructure & Operations Professionals

  Report

  Report Brief: Drive DevOps Efforts With Customer Experience Pros

  Strategic Plan: The Modern Service Delivery Playbook

  June 2, 2016 | Amy DeMartine, Allegra Burnette

  Companies now expect infrastructure and operations (I&O) pros to optimize software delivery using methodologies like DevOps that lead to modern service delivery (MSD). Therefore, I&O pros need to...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Brief: Mobile-First Demands More Than Basic Responsive Web Design

  When Mobile Moments Are Different From Desktop Tasks, Avoid One-Size-Fits-All Responsive Web Design

  June 1, 2016 | Julie A. Ask, Ted Schadler

  Treating mobile as just another digital channel is myopic. People do different things on their smartphones than on their desktops or tablets. To delight and serve customers in their mobile moments...

• For eBusiness & Channel Strategy Professionals

  Report

  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...