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• 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 B2B Marketing Professionals

  Report

  Report Making Content Customizable Helps Both Sales And Marketing

  Get Off The Ad Hoc Content Treadmill And Embrace Bespoke Content

  April 26, 2017 | Steven Wright

  B2B marketers have a lack of visibility into methods for customizing content and manners in which sellers use it. By leveraging sales enablement automation (SEA) capabilities, sales enablement...

• 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 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...