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  • Omnichannel Customer Experience

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  • For eBusiness & Channel Strategy Professionals

    Report

    Report Assess How Your Omnichannel Capabilities Stack Up

    Benchmarks: The Omnichannel Commerce Playbook
    November 13, 2017 | Michelle Beeson

    Forrester's 2017 Retail Omnichannel Capabilities Assessment benchmarked 16 leading UK and US retailers to help digital business executives understand how their omnichannel capabilities compare with...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Five Practices To Succeed With Your Retail eCommerce Strategy

    Processes: The Retail eCommerce Playbook
    September 12, 2017 | Ananda Chakravarty

    Retail eCommerce has over two decades of experience under its belt, so digital retail businesses at all maturity stages can now follow a fairly established set of best practices. This report guides...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report B2C Sets The Standard For B2B

    Road Map: The B2B eCommerce Playbook
    September 8, 2017 | Andy Hoar

    Science-fiction writer William Gibson once said, "The future has already arrived; it's just not evenly distributed yet." Some B2B enterprises have been selling online for years, but most are new to...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Mastering The Art Of Omnichannel Retailing

    Executive Overview: The Omnichannel Commerce Playbook
    September 1, 2017 | Brendan Witcher

    Digital business leaders know that many customers today use a variety of digital and physical touchpoints as they move along the path to making a purchase. This complexity creates challenges for...

  • For Application Development & Delivery Professionals

    Report

    Report Design Your Contact Center To Be Customer-Centric

    Strategic Plan: The Contact Centers For Customer Service Playbook
    August 31, 2017 | 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 Application Development & Delivery Professionals

    Report

    Report Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    August 23, 2017 | Ian Jacobs, Kate Leggett

    Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Case For Omnichannel B2B

    Business Case: The B2B eCommerce Playbook
    August 11, 2017 | 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 Customer Experience Professionals

    Report

    Report The CX Fusion Imperative

    Deliver Experiences That Holistically Fuse The Human, Digital, Physical, And Virtual Realms
    July 19, 2017 | Allegra Burnette, Julie A. Ask

    Designed experiences are fusing human, digital, physical, and virtual elements more and more — interconnecting people, places, and objects with data; letting customers move across channels; and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Omnichannel Maturity Assessment

    Assessment: The Omnichannel Commerce Playbook

    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 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...

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