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  • 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....

  • For B2C Marketing Professionals

    Report

    Report Be A Loyalty Company, Not A Company With A Loyalty Program

    Vision: The Customer Loyalty Playbook
    January 31, 2017 | Emily Collins

    Customer loyalty strategies come with a lot of baggage: They are synonymous with points and discounts. But it's time for a reality check. Loyalty is both behavioral and emotional, and companies...

  • For Customer Insights Professionals

    Report

    Report Case Study: How Buenos Aires Became Insights Driven

    Systems Of Insight Shed Light On Solutions To Citizen Complaints
    January 31, 2017 | Jennifer Belissent, Ph.D.

    Buenos Aires found itself in desperate need of change. Public works projects crippled the city. Citizen frustration reached new heights. And city budgets shrunk with the elimination of electricity...

  • For B2C Marketing Professionals

    Report

    Report Build Capabilities For Measurement Success

    Strategic Plan: The Marketing Measurement And Insights Playbook
    January 31, 2017 | Tina Moffett

    B2C marketers struggle with measurement because of the influx of data caused by constant customer connectivity. As a result, marketers fall back on elementary last-touch measurement approaches....

  • For B2C Marketing Professionals

    Report

    Report Use Social To Bridge The Gap Between Marketing And Customer Service

    January 31, 2017 | Erna Alfred Liousas, Ian Jacobs

    Organizational silos impede customer obsession but are hard to dismantle. Read this report to learn how improvements in Twitter and Facebook Messenger's capabilities create a unique opportunity for...

  • For B2C Marketing Professionals

    Report

    Report Marketing's Data-Driven Future Demands Unified Measurement

    Vision: The Marketing Measurement And Insights Playbook
    January 26, 2017 | Jim Nail, Tina Moffett

    Today's increasingly complex media environment means once reliable marketing performance measurement techniques, such as marketing mix and attribution models, fail to properly credit marketing...

  • For B2C Marketing Professionals

    Report

    Report Complement Your EMSS With Best-Of-Breed Point Solutions

    Landscape: The Enterprise Marketing Technology Playbook
    January 25, 2017 | Rusty Warner

    B2C marketers must integrate enterprise marketing technology (EMT) components from multiple vendors to assemble their own unique EMT ecosystems. Working with enterprise marketing software suite...

  • For Customer Insights Professionals

    Report

    Report TechRadar™: Artificial Intelligence Technologies And Solutions, Q1 2017

    It's Time To Put On Your Training Wheels
    January 18, 2017 | Brandon Purcell, Rowan Curran

    Artificial intelligence (AI) has been around since the 1950s and become increasingly popular over the past few years due to advances in deep learning and data storage and processing. With the...

  • For Customer Experience Professionals

    Report

    Report Drive Revenue With Great Customer Experience, 2017

    Business Case: The Customer Experience Maturity Playbook

    Many customer experience (CX) pros find it hard to show the connection between improving CX and growing revenue. That's why Forrester built models that demonstrate how CX improvements drive revenue...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Use Analytics To Create Mobile Best Practices

    Continuous Improvement: The Mobile eBusiness Playbook
    January 17, 2017 | Julie A. Ask, Jeffrey S. Hammond

    Few digital business professionals use mobile to transform customer experiences. They too often approach the use of mobile by asking "What should I do?" rather than "How should I do it?" Forrester...

  • For Customer Insights Professionals

    Report

    Report Q&A: Six Questions To Ask Before Diving Into Text Analytics

    Make The Most Of Your Textual Customer Data
    January 12, 2017 | Boris Evelson, Elizabeth Cullen

    Customer understanding is incomplete unless customer insights (CI) professionals can harness all types of customer data — structured and unstructured. While CI pros are comfortable with structured...

  • For Customer Experience Professionals

    Report

    Report Lessons Learned: How Brands Kick-Started Their CX Momentum

    How Australia's Biggest Customer Experience Improvers Achieved Nation-Leading Results And Business Outcomes
    January 11, 2017 | Tom Champion

    Forrester's Customer Experience Index (CX Index™) benchmarks how effectively more than 900 brands across 18 industries in eight countries deliver experiences that strengthen loyalty. A comparison...

  • For Application Development & Delivery Professionals

    Report

    Report Breakout Vendors: Domain-Specific Insights Service Providers

    From CX To Risk Mitigation To Supply Chain: Context Matters

    Despite the growing interest in all things data and analytics, many firms struggle to benefit from the insights revolution. Frustrated by the challenges of providing functional teams across the...

  • For Application Development & Delivery Professionals

    Report

    Report It's Time To Upgrade Business Intelligence To Systems Of Insight

    Road Map: The Business Intelligence Playbook
    January 3, 2017 | Boris Evelson

    Business intelligence (BI) technologies have been faithfully serving enterprises for more than two decades for their information needs. The world, however, doesn't stand still. BI must keep...

  • For Customer Experience Professionals

    Report

    Report Build Real Customer Understanding

    How To Avoid Research Pitfalls And Achieve Insight Instead
    December 27, 2016 | Kelly Price

    Customer experience (CX) professionals know that the first step on the path to delivering good experiences is doing research to understand their customers. Yet many fail to recognize that it's easy...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Establish Customer-Centric Metrics For Digital Insurance

    Performance Management: The Digital Insurance Strategy Playbook
    December 23, 2016 | Zhi Ying Ng

    Digital insurance success demands new metrics. Typical key performance indicators (KPIs) for digital insurance are often product-focused or channel-siloed, rather than customer-focused, and do not...

  • For Application Development & Delivery Professionals

    Report

    Report Reforming AD&D Organizations For Customer Obsession: The Three Models

    Organization: The Application Development Strategy, Structure, And Sourcing Playbook
    December 23, 2016 | John R. Rymer

    Intense demands for software to win, serve, and retain customers are driving new ways of organizing application development and delivery (AD&D) groups. Pure shared-services models emphasizing high...

  • For B2C Marketing Professionals

    Report

    Report Plan Customer-Centric Enterprise Marketing Technology Requirements

    Assessment: The Enterprise Marketing Technology Playbook
    December 23, 2016 | Rusty Warner

    Delivering contextual customer experiences requires a significant investment in enterprise marketing technologies. B2C marketing professionals tasked with defining enterprise marketing technology...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Establish Customer-Centric Metrics For Digital Banking

    Performance Management: The Digital Banking Strategy Playbook
    December 22, 2016 | Zhi Ying Ng

    Digital banking success demands new metrics. Typical key performance indicators (KPIs) for digital banking are often product-focused or channel-siloed, rather than customer-focused, and do not...

  • 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 B2C Marketing Professionals

    Report

    Report Create An Effective Enterprise Marketing Technology Blueprint

    Strategic Plan: The Enterprise Marketing Technology Playbook
    December 15, 2016 | Rusty Warner

    Planning and implementing enterprise marketing technology (EMT) is at the top of the B2C marketing professional's to-do list. But you can't do it alone. You and your business technology (BT)...

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