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  • For Application Development & Delivery Professionals

    Report

    Report The New Generation Of Embedded BI Will Close The Insights-To-Action Gap

    Practical Steps To Embed Business Intelligence In Enterprise Applications
    April 11, 2017 | Boris Evelson, John R. Rymer

    AD&D leaders have always recognized that business intelligence (BI) is most valuable when it is pervasive, contextual, and actionable. A new generation of embedded BI technologies gives AD&D pros...

  • For Customer Insights Professionals

    Report

    Report Mobile World Congress Misses An Opportunity To Promote The Data Economy

    But Smart Cities Award Winners Show What's Possible
    April 11, 2017 | Jennifer Belissent, Ph.D.

    This year's Mobile World Congress (MWC) once again broke attendance records — expanding well beyond its telecom origins and evolving into a consumer- and business-oriented digital transformation...

  • For Customer Experience Professionals

    Report

    Report The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017

    Ten Providers That Matter And How They Stack Up
    April 10, 2017 | Maxie Schmidt-Subramanian

    In our 39-criteria evaluation of customer feedback management platform providers, we identified 10 vendors that matter — Clarabridge, Confirmit, InMoment, MaritzCX, Medallia, NICE, Qualtrics,...

  • For Application Development & Delivery Professionals

    Report

    Report TechRadar™: Customer Service Intelligence, Q2 2017

    The State Of Intelligence In Customer Service, Now And In 2025
    April 7, 2017 | Kate Leggett, Rowan Curran

    Good service, whether it's to answer a customer's question prior to purchase or help a customer resolve an issue post-purchase, should capture the fundamentals of a great experience: ease,...

  • For B2C Marketing Professionals

    Report

    Report The Top Emerging Technologies For B2C Marketers

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

    New technologies are always emerging in response to customers' demands, marketers' needs, or just an urge to redefine experiences. To help B2C marketers focus their long-term technology investment...

  • 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 Insights Professionals

    Report

    Report The Top Emerging Technologies In Artificial Intelligence

    Four Technologies That Will Help Customer Insights Pros Sense, Think, And Act
    April 6, 2017 | Brandon Purcell

    AI is poised to completely reframe how businesses operate and consumers interact. For CI pros, AI will soon share both the computational and sensory workload required for customer understanding....

  • For Customer Insights Professionals

    Report

    Report The Forrester Wave™: Digital Intelligence Platforms, Q2 2017

    The Emerging Leaders Differentiate On Optimization Capabilities
    April 4, 2017 | James McCormick

    In our 26-criteria evaluation of digital intelligence (DI) platform providers, we identified the 10 most significant ones — Adobe, Cxense, Evergage, Google, IBM, Localytics, Mixpanel, Optimizely,...

  • For Customer Insights Professionals

    Report

    Report How To Design And Build A Great Consumer Data Privacy Organization

    Organization: The Customer Trust And Privacy Playbook
    April 3, 2017 | Fatemeh Khatibloo, Heidi Shey

    How companies handle and protect consumer data privacy is much more than a compliance issue. As privacy becomes a competitive differentiator, firms will have to develop a cohesive privacy strategy...

  • For B2C Marketing Professionals

    Report

    Report You've Got Options When It Comes To Social Listening

    Find Social Listening Capabilities Across Diverse Technologies
    March 30, 2017 | Erna Alfred Liousas, Samantha Ngo

    In "The Forrester Wave™: Enterprise Social Listening Platforms, Q1 2016," we covered the top 12 social listening providers. But social listening capabilities — using social media conversations to...

  • For Customer Experience Professionals

    Report

    Report Q&A: Seven Questions CX Pros Should Ask Before Diving Into Text Analytics

    How To Make The Most Of Unstructured Customer Feedback

    For complete customer understanding, customer experience professionals must harness both structured and unstructured customer feedback. Text analytics helps mine unstructured data to understand...

  • For B2C Marketing Professionals

    Report

    Report Social Gets Bigger, Stronger, Faster

    Continuous Improvement: The Social Marketing Playbook
    March 23, 2017 | Jessica Liu

    B2C marketers who have established their social marketing practices can't rest on their laurels. Social media is an increasingly larger part of the marketing mix, and social activity is expanding...

  • For B2C Marketing Professionals

    Report

    Report Breakout Vendors: Content Intelligence For Marketing

    Acrolinx, Idio, And Persado Use Content Intelligence To Raise Brands' Content Quality
    March 23, 2017 | Erna Alfred Liousas, Ryan Skinner

    Marketers understand the crucial role that content plays in their brands' growth and business development, but they lack the manpower, budget, or — sometimes — the capability to maintain and...

  • For Enterprise Architecture Professionals

    Report

    Report The Anatomy Of A System Of Insight

    Understand How Systems Of Insight Turn Data Into Action
    March 22, 2017 | Brian Hopkins, Michele Goetz

    Your big data strategy is likely too little, too late. Customers are changing their expectations too quickly, and data lakes are becoming swamps. Insights-driven disruptors are using systems of...

  • 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 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 B2C Marketing Professionals

    Report

    Report Vendor Landscape: Social Marketing Technology

    Tools And Technology: The Social Marketing Playbook

    B2C marketers struggle with today's web of social media marketing technologies. The complexity of options, along with use cases that don't always line up to technology capabilities, adds to the...

  • For Customer Insights Professionals

    Report

    Report Top Performers Commercialize Data Through Insights Services

    March 6, 2017 | Jennifer Belissent, Ph.D.

    The data economy is exploding. Many companies have put their data to work internally to improve operational efficiency, service delivery, and ultimately customer experience. But now many customer...

  • For Customer Insights Professionals

    Report

    Report Q&A: The Secrets Of Successful Segmentation Revealed

    Best Practices For Mastering This Core Customer Analytics Method
    March 1, 2017 | Brandon Purcell

    In the age of the customer, one size fits few. Customer segmentation provides the key to delivering relevant customer experiences, but many customer insights (CI) pros haven't yet mastered...

  • For CIO Professionals

    Report

    Report The Top Emerging Technologies For Digital Predators

    Tools And Technology: The CIO Digital Business Transformation Playbook
    March 1, 2017 | Nigel Fenwick, Ted Schadler

    CIOs must constantly evaluate an array of emerging technologies and determine where to incubate and where to increase investment. While the choices are as individual as the companies, the...

  • For Customer Insights Professionals

    Report

    Report Vendor Landscape: Digital Intelligence Technology Providers You Should Care About

    Landscape: The Digital Intelligence Playbook
    February 17, 2017 | James McCormick

    Digital intelligence practitioners use data and analytics to delight customers with optimal experiences wherever they digitally interact with their firms. The exploding volumes and variety of...

  • For B2C Marketing Professionals

    Report

    Report Balance Global And Local Needs With A Social Intelligence Center Of Excellence

    February 17, 2017 | Samantha Ngo, Cinny Little

    B2C marketers rely on social insights to help them understand their local customers' needs, preferences, affinities, and behaviors. But multinational companies need to balance the universal...

  • For CMO Professionals

    Report

    Report Chevrolet CMO Tim Mahoney Foretells What CMOs Will Care About In 2017

    February 16, 2017 | James L. McQuivey

    For two days in November 2016, CMOs, CIOs, and other C-level executives from around the globe converged on Dana Point, California to participate in Forrester's invitation-only Age Of The Customer...

  • For Customer Insights Professionals

    Report

    Report The Forrester Wave™: Insights Service Providers, Q1 2017

    Leaders Emerge In A Nascent Insights Services Market

    In our 20-criteria evaluation of insights services, we identified 10 providers offering a broad range of services across vertical industries and specific domains — Accenture Digital, Atos,...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Money Management Metrics That Matter

    Performance Management: The Digital Money Management Playbook
    February 9, 2017 | Aurelie L'Hostis

    To achieve digital money management's promise — helping customers make better decisions and increasing their loyalty — digital business strategy executives need to put the right metrics in place....

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