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  • Personalization

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  • 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 Enterprise Architecture Professionals

    Report

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

    Vision: The Data Management Playbook
    December 21, 2016 | Michele Goetz

    As investment in data and analytics has risen, 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 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 eBusiness & Channel Strategy Professionals

    Report

    Report Analyze This: Web Style Analytics Enters The Retail Store

    Performance Management: The Digital Store Playbook
    March 30, 2016 | Adam Silverman

    eBusiness leaders have a lot to offer retail store executives as they embark on injecting digital commerce technology into the physical store. Retail stores have been living in the analytical "dark...

  • For B2C Marketing Professionals

    Report

    Report Brief: Email Marketing FAQs, February 2016

    Processes: The Email Marketing Playbook
    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...

  • 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...

  • For Customer Insights Professionals

    Report

    Report Implement Preference Management To Build Customer Trust

    Tools And Technology: The Customer Trust And Privacy Playbook
    October 20, 2015 | Fatemeh Khatibloo

    Empowered customers are increasingly opting out of irrelevant and undesired marketing communications. Preference management is a powerful tool that lets customer insights (CI) professionals combine...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Just For You: Use Personalization Technology To Help Associates In The Retail Store

    Retailers Fail To Create Relevant Digital Experiences For Their Associates
    July 23, 2015 | Adam Silverman, Brendan Witcher

    As retail stores transform into digital stores, customers will expect personalized content and experiences in-aisle. Personalization technologies such as automated product recommendations are...

  • For Customer Experience Professionals

    Report

    Report Personalization And The Rise Of Individualized Experiences

    December 9, 2014 | Tony Costa

    Over the past decade, marketers have become adept at using customer data to personalize recommendations, offers, and messages. Now, customer experience (CX) pros are getting into the game by using...

  • For B2C Marketing Professionals

    Report

    Report Content Marketers Share Data With Other Brands To Close The Loop From Interest To Sales

    Second-Party Data Provides More Reach Than First-Party And More Granularity Than Third-Party Data
    November 24, 2014 | Ryan Skinner

    As marketing leaders amass rich and detailed records of the interests and intents of their customers, the value they can derive from second-party data — by intelligently patching into other...

  • For Customer Insights Professionals

    Report

    Report Advance Campaign Automation With Personalization And Real-Time Context

    Build The Foundation For Contextual Marketing With Cross-Channel Campaign Management
    November 10, 2014 | Rusty Warner

    For the recent Forrester Wave™ evaluation of cross-channel campaign management (CCCM), we surveyed 96 customers about their vendors. We found that CCCM users are generally satisfied with the...

  • For B2C Marketing Professionals

    Report

    Report Predictions 2015: Marketing Leaders Mix Data, Content, And Insight To Craft Brand Experiences

    Customer-Obsessed Marketers Will Harness The Power Of Contextual Data To Deliver Highly Differentiating Brand Experiences
    November 10, 2014 | Luca S. Paderni, Shar VanBoskirk

    The year 2015 will see the gap between customer-obsessed brands and the rest grow even wider. As more interaction data from multiple channels and touchpoints floods customer databases and marketing...

  • For Customer Insights Professionals

    Report

    Report Predictions 2015: Invest In Customer Insights To Activate Contextual Marketing

    CI Pros Will Close The Gaps Between Data, Insights, And Action This Year
    November 10, 2014 | Srividya Sridharan, Mary Pilecki

    Customer insights (CI) professionals are in a unique position to help their firms make the journey toward customer obsession. Why? Because they enable their firms to close the gap between the...

  • For B2C Marketing Professionals

    Report

    Report Executive Q&A: How Personalized Video Works And What It Can Do For You

    September 16, 2014 | Jim Nail

    Marketing leaders are shifting budgets toward new content and interaction methods to counter a reduced effectiveness in traditional digital advertising and marketing. Enter personalized video,...

  • For CIO Professionals

    Report

    Report Closing The Experience Gaps

    Adopt A New Experience Architecture And Philosophy To Bridge Gaps In Performance, Convenience, Personalization, And Trust
    August 7, 2014 | John McCarthy, Ted Schadler

    Improving customer experience is now the No. 1 priority of business executives. And as Forrester's revised Customer Experience Index makes clear, simply meeting needs is not enough to deliver...

  • For Customer Insights Professionals

    Report

    Report Q&A: The Privacy-Personalization Paradox

    Strike A Balance Without Losing Competitive Advantage Or Consumer Trust
    June 3, 2014 | Fatemeh Khatibloo

    Marketers today find themselves in a Catch-22. On the one hand, their customers want to be recognized and rewarded for their loyalty with better-tailored content and offers. On the other hand,...

  • For B2C Marketing Professionals

    Report

    Report Big Data's Big Meaning For Marketing

    Use Big Data To Deliver Context And Personalization At Scale

    In the age of the customer, it's not enough for your organization to simply meet your customers' needs. Today, your customers often expect you to anticipate their needs, in much the same way as the...

  • For Application Development & Delivery Professionals

    Report

    Report Advance To Next-Generation Personalization

    Support Relevant Digital Experiences In The Multichannel World With Contextual Experiences
    January 13, 2014 | Anjali Yakkundi, Ron Rogowski

    Organizations have long personalized their websites for customer segments. Now they need to go further, first by delivering the right experience to the right user at the right time and on the right...