Search Results
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Report The Forrester Retail Quarterly Earnings Review, Q1 2019
Highlights From 20 Retail Q1 2019 Earnings Call Transcripts
July 12, 2019 | Fiona Swerdlow, Claudia TajimaAs today's empowered consumers demand more of the retail experience than ever before, leading retailers and brands are investing to rethink and reinvent their customers’ cross-touchpoint...
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Report The Top Retail Technology Investments In 2019
Retailers Must Distinguish Hot From Hype In Tech Investments
July 9, 2019 | Brendan WitcherWe interviewed more than 40 industry professionals to understand the areas of retail initiatives they are investing in this year. This report gives digital business professionals insights into...
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Report The Forrester New Wave™: Virtual Care Solutions For Digital Health, Q2 2019
The 13 Providers That Matter Most And How They Stack Up
June 5, 2019 | Arielle TrzcinskiIn Forrester's evaluation of the emerging market for virtual care solutions for digital health, we identified the 13 most significant providers in the category — 98point6, American Well, Bright.md,...
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Report The Forrester Retail Quarterly Earnings Review, Q4 2018
Highlights From 23 Retail Q4 2018 Earnings Call Transcripts
May 15, 2019 | Fiona Swerdlow, Claudia TajimaAs today's empowered consumers demand more of the retail experience than ever before, leading retailers and brands are investing to rethink and reinvent their customers’ cross-touchpoint...
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Report Case Study: HDFC Bank Starts Its Journey To Improve Its Online Customer Experience
How A Bank Drives Customer Engagement With Hyperpersonalized Experiences
May 6, 2019 | Ashutosh SharmaTo offer the right banking products to the right people, HDFC Bank needed to improve how it engaged existing and prospective customers online. Including a small degree of personalization in its...
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Report How To Modernize Digital Customer Self-Service
Three Steps To Improving And Scaling Experiences For The Future
May 3, 2019 | Kate LeggettCustomers increasingly use self-service as the first point of contact with customer service organizations. Positive self-service experiences lead to more satisfied and engaged customers. They also...
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Report The Forrester Retail Quarterly Earnings Review, Q3 2018
Highlights From 19 Retail Q3 2018 Earnings Call Transcripts
April 30, 2019 | Fiona Swerdlow, Claudia TajimaAs today's empowered consumers demand more of the retail experience than ever before, leading retailers and brands are investing to rethink and reinvent their customers’ cross-touchpoint...
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Report How To Build A Modern Agent Desktop And Transform Customer Service Experiences
The Five Critical Elements For The Agent Desktop Of The Future
January 28, 2019 | Kate LeggettHappier customer service agents mean happier customers and shareholders. Positive agent experiences also lead to better job performance, productivity, and retention — one of the costlier factors in...
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Report New Retail Is Transforming Commerce
Get Ready For The Future Of Retail That Alibaba, JD, And Tencent Are Shaping
January 22, 2019 | Xiaofeng WangAlibaba's New Retail vision is now reality, and it's reshaping the retail landscape in China and beyond. JD.com, Tencent, and traditional retailers like Starbucks and Walmart are all jumping on the...
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Report Now Tech: Real-Time Interaction Management, Q1 2019
Forrester's Overview Of 42 RTIM Providers
January 11, 2019 | Rusty WarnerB2C marketers can use real-time interaction management (RTIM) offerings to orchestrate contextually relevant customer experiences (CX), address customer expectations for mutual value exchanges with...
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Report Digitally Transform In-Store Experiences With Sensor-Based Technology And Analytics
Performance Management: The Digital Store Playbook
January 7, 2019 | James McCormickRetail stores have been living in an analytical "dark age" compared with digital channels, relegated to measurement techniques that rarely consider customer behavior. However, advances in in-store...
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Report Trailblazers Of The Top Five Retail Tech Trends
Leading Retailers Invest In Tech For Customer Experience And Operational Excellence
January 2, 2019 | Brendan Witcher, Claudia TajimaRetailers must carefully invest to compete in a growing retail market that is rife with digitally savvy competitors. They are primarily investing in five key commerce tech areas: omnichannel,...
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Report From Singles' Day To Global Shopping Festival
This Year's 11.11 Event Showcased Alibaba's Business And Technology Innovations
December 10, 2018 | Xiaofeng Wang2018 marks the 10th anniversary of Singles' Day, the world's largest shopping festival. This year, event creator Alibaba renamed it the 11.11 Global Shopping Festival; the nearly $31 billion in...
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Report Real Conversational Interfaces
Most Chatbots And Voice Interfaces That Claim To Be Conversational Are Not
Interfaces that let people use natural language — from chatbots based on typing and reading to voice interfaces based on speaking and listening — are wildly popular but wildly immature: They're...
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Report Optimize Customer Experience With A Digital Intelligence Business Case
Business Case: The Digital Intelligence Playbook
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...
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Report Case Study: Geoffrey Insurance Boosts Customer Engagement With Personalized Interactive Video
Personalized Video Increases The Value Of New Customer Communications
Insurers struggle to communicate effectively with customers. In an industry rife with dense language and even denser business processes, how can digital business leaders engage customers and...
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Report Seven Ways To Optimize Healthcare CX
How Healthcare CX Pros Can Deliver Exceptional Healthcare CX
August 21, 2018 | Faith AdamsWhen it comes to customer experience (CX) performance, healthcare organizations continue to lag. This struggle can be attributed to the industry's complex ecosystem and a lack of actionable...
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Report AI In Retail? Let's Start With Automation In Retail
Using AI To Differentiate Requires A Software First Approach
Retailers want to talk about things like augmented reality (AR) or computer vision, but the truth is that many of their basic merchandising and inventory management processes are still painfully...
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Report Design Better CX Surveys With This Checklist
Assess CX Surveys On 30 Criteria For Higher-Quality Data And Better Respondent Experiences
August 8, 2018 | Maxie Schmidt-SubramanianPoorly designed customer experience (CX) surveys don't produce useful results but do create bad customer experiences. This report includes a downloadable checklist that helps CX professionals...
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Report Case Study: How To Transform Advertising Practices To Better Connect With Consumers
Road Map: The Omnichannel Advertising Playbook
July 26, 2018 | Susan Bidel, Arleen ChienA truly omnichannel advertising strategy requires planning, buying, and optimizing practices that are based on data and supported by technology and partnerships to maximize the customer experience...
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Report Revamp Site Search To Jump-Start AI, Chat, And Personalization
July 19, 2018 | Mark GrannanFar from being "old school," site search is essential to the success of high-profile areas such as artificial intelligence (AI), personalization, and conversational engagement. But the site search...
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Report The Top Five Emerging Technologies Security Leaders Need To Prepare For
A CISO's Guide To Tomorrow's Ubiquitous Business Technologies
June 21, 2018 | Jeff PollardHigh-stakes technology implementations and digital transformations with board-level visibility are moving faster than traditional security programs can handle. CISOs need to understand the reasons...
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Report The Future Of Omnichannel Advertising Must Be Customer Obsessed
Vision: The Omnichannel Advertising Playbook
June 4, 2018 | Joanna O'Connell, Susan BidelAdvertising is a decades-old revenue engine for brands, but it's gone off the rails in an era of data and technology obsession. Little understanding of consumer ad sentiment and too much short-term...
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Report The Top Retail Technology Investments In 2018
Retailers Must Distinguish Hot From Hype In Tech Investments
May 30, 2018 | Brendan WitcherRetailers must forge through the crowded digital landscape to determine which technologies will most effectively meet their customers' unique expectations. For our annual top trends study, we...
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Report Success With Bots And Virtual Assistants Depends On The Human Element
Use These AI-Powered Solutions To Optimize Engagement With Early-Stage Buyers
April 9, 2018 | Steven CaseyChatbots and virtual assistants (VAs) may be built on artificial intelligence (AI) and deliver digital experiences through virtual personas — but the success B2B marketers realize from them will...
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