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  • Personalization

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  • For eBusiness & Channel Strategy Professionals

    Report

    Report Masters Of The Top Four Retail Tech Trends

    Leading Retailers Model Innovation With Customer-Focused Tech Investments
    January 18, 2018 | Brendan Witcher, Claudia Tajima

    To survive in today's competitive market, retailers are primarily investing in four key components of commerce tech: personalization, omnichannel, analytics, and digital store capabilities. But...

  • For Enterprise Architecture Professionals

    Report

    Report Personalized, Fast Data Delivers Business Outcomes Your CEO Cares About

    Vision: The Data Management Playbook
    January 16, 2018 | Michele Goetz

    As investment in data and analytics has grown, satisfaction in analytic capabilities has decreased and dissatisfaction has increased. The crux of the situation is that data management can't start...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report AI And Offline Retail: Alibaba's Recipe For Another Smashing Singles' Day

    A Look At Alibaba's Digital Innovations And Its "New Retail" Vision
    January 8, 2018 | Xiaofeng Wang

    Alibaba, the creator of Singles' Day, the world's largest online shopping festival, attained a new sales record on Singles' Day 2017: a whopping $25 billion in just 24 hours. More importantly,...

  • For B2C Marketing Professionals

    Report

    Report The State Of Mobile Advertising: Context And Measurement Wanted

    Outdated Measurement Tools And KPIs Leave Advertisers In The Dark
    December 19, 2017 | Samantha Merlivat

    Forrester partnered with the Mobile Marketing Association (MMA) to survey global marketers on their mobile advertising practice. Mobile has taken a more prominent role in brands' advertising...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Analyze This: Web Style Analytics Enters The Retail Store

    Performance Management: The Digital Store Playbook
    December 8, 2017 | Ananda Chakravarty

    Retail stores have been living in the analytical "dark ages" compared with digital channels, relegated to measurement techniques that rarely consider customer behavior. However, advances in...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Evolve Now To Personalization 2.0: Individualization

    Your Customers Expect And Will Reward You For Personally Relevant, Value-Added, Individualized Experiences
    December 5, 2017 | Brendan Witcher

    To meet customer expectations of rich, relevant experiences, digital business professionals must help their firms evolve their personalization strategy from segmentation to individualization. The...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Trends 2017: Australia And New Zealand Digital Banking

    Digital Executives Need Stronger Foundations To Better Execute And Create New Customer Value
    October 23, 2017 | Alyson Clarke, Zhi Ying Ng

    Slowing economic growth, increased government scrutiny, and more empowered consumers are challenging retail banking in Australia and New Zealand (ANZ). Differentiated experiences will drive...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Vendor Landscape: Personalization Solution Providers, Q3 2017

    Forrester's Landscape Overview Of Personalization Solution Providers
    October 20, 2017 | Brendan Witcher

    The personalization market landscape is a complex and growing world of vendors offering a wide range of services in response to rising consumer expectations for personalized, relevant experiences...

  • For Customer Insights Professionals

    Report

    Report Personalize Customer Experience With A Digital Intelligence Business Case

    Business Case: The Digital Intelligence Playbook
    July 20, 2017 | Cinny Little, James McCormick

    Today's digital analytics practices are advancing their ability to take actions on insights about customers' digital behavior. But that's not enough: Customers' expectations continue to change...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Unlock Personalization's Potential With Help From Service Providers

    Personalization Is Hard; Digital Experience Service Providers Can Help With Skills And Technologies
    June 16, 2017 | Ted Schadler, Danielle Jessee

    Advances in technology and customer urgency have made personalization hot again. By pulling customer data, content, and algorithmic matching engines out into a personalization architecture, firms...

  • For Customer Insights Professionals

    Report

    Report Drive Personalization With Mobile Analytics

    Continuous Improvement: The Digital Intelligence Playbook
    June 2, 2017 | Cinny Little, James McCormick

    Mobile has changed your customers' expectations. They expect access to what they want, when and where they want it. Customer insights (CI) pros must up their game in mobile engagement measurement...

  • For Application Development & Delivery Professionals

    Report

    Report The Rise Of Content Intelligence

    Next-Generation Technologies Combine To Infuse Content With Value
    May 15, 2017 | Mark Grannan

    As customer expectations fuel personalization efforts, application development and delivery (AD&D) leaders must help content practitioners create more content to suit every context and permutation...

  • For Customer Experience Professionals

    Report

    Report Pivot To Person-First Personalization

    Lead With Customer Goals To Improve Customer Experience And Business Results
    April 6, 2017 | Jennifer Wise, Andrew Hogan

    Personalization is all the hype, and for good reason: Consumers expect brands to leverage the data they exchange to deliver better experiences. But many personalized experiences today miss the...

  • For B2B Marketing Professionals

    Report

    Report The Top Emerging Technologies For B2B Marketers

    Eleven Technologies To Future-Proof Your Customer-Obsessed Marketing Strategy
    April 6, 2017 | Steven Casey, Mary Pilecki

    A new crop of emerging technologies and the solutions that they power stand poised to unleash a new cycle of rising expectations from buyers, changing behaviors, and disruption. Stakes are high....

  • For Customer Experience Professionals

    Report

    Report How Companies Improved Their CX Index Scores, 2016

    March 14, 2017 | Harley Manning, Dylan Czarnecki

    Forrester interviewed customer experience (CX) professionals at brands that showed the biggest year-over-year improvement in Forrester's Customer Experience Index (CX Index™) from 2015 to 2016. We...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Top Retail Technologies To Watch In 2017

    NRF's Big Show Reveals What Is Hot Versus Hype
    March 8, 2017 | Brendan Witcher

    Retailers must often identify "hot versus hype" in the digital tech landscape. Why? Because investing in tech too far ahead of consumer expectations and behaviors can lead to abandoned programs and...

  • 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 Case Study: The North Face And 1-800-Flowers Embrace AI For Conversational Commerce

    Bridging The Quality Gap By Emulating In-Store Engagement Across Digital Touchpoints
    November 28, 2016 | Brendan Witcher

    To find the right products and services, online retail customers still must use old standbys like search and functionality filtering, which pale compared to the assistance, personalization, and...

  • For Enterprise Architecture Professionals

    Report

    Report How To Archive Personalized, Contextualized Web Experiences

    Don't Let Compliance Obligations Stall Your Customer Experience Improvement Efforts
    September 8, 2016 | Cheryl McKinnon

    Banks, insurance companies, and other firms with heavy compliance obligations are missing opportunities to use modern digital experience platforms. Legal and compliance teams can stifle website...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Create A Pragmatic Personalization Program

    Use Forrester's POST Methodology — People, Objectives, Strategy, And Technology — To Build A Businesswide Personalization Program
    August 16, 2016 | Anjali Yakkundi, Ted Schadler

    To scale personalization beyond a single touchpoint, eBusiness and channel strategy pros must pull a cross-functional team together to plan and execute a personalization program, not just treat it...

  • For CIO Professionals

    Report

    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 B2C Marketing Professionals

    Report

    Report Brief: Email Marketing FAQs, February 2016

    Answers To Common Email Questions
    March 22, 2016 | Rebecca McAdams

    This report highlights key processes that constitute best practices for B2C marketers whose responsibilities include email marketing. In an FAQ format, we address long-standing issues such as how...

  • For Application Development & Delivery Professionals

    Report

    Report The Future Of Learning Management Is Personalization

    Personalized Learning Experiences, Analytics, And Curated Content Are Front And Center In The Future LMS
    December 17, 2015 | Claire Schooley

    The future learning management system (LMS) will be part of employees' daily life. Whether they wish to find a short chunk of learning needed to do work, collaborate on a project, or determine the...

  • For Application Development & Delivery Professionals

    Report

    Report Digital Insights Will Power Great Digital Experiences

    Build A System Of Insight To Deliver Personal Digital Experiences Using All The Data
    November 25, 2015 | Ted Schadler

    Companies must personalize digital experiences using all available insights — not just clickstream and thinly defined profiles. New technologies are coming online — including predictive analytics...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Predictions 2016: Financial Services Execs Wake Up To Digital Transformation

    The Eight Digital Shifts To Expect In Retail Financial Services In 2016
    November 10, 2015 | Peter Wannemacher

    As digital engagement increases among financial services customers, eBusiness and channel strategy professionals at banks, wealth managers, insurers, and card issuers are pushing toward true...