Search Results

• For CIO Professionals

  Report

  Report Vendor Landscape: Wellness Platforms For Customer Engagement And Loyalty

  Wellness Platforms Offer Payers And Providers An Opportunity To Deepen Customer Engagement

  July 10, 2017 | Kate McCarthy, Alex Kramer

  For years, employers have used wellness applications to decrease employee healthcare spending. As health insurance delivered via B2C grows, these platforms have become useful tools for payers and...

• For B2C Marketing Professionals

  Report

  Report Consumer Data: Beyond First And Third Party

  Decoding The Value Of Four Consumer Data Types

  July 3, 2017 | Fatemeh Khatibloo

  Consumer data used to be pretty simple. There was first-party data you collected in the course of doing business, and there was third-party data from brokers and aggregators. But that was before...

• For CMO Professionals

  Report

  Report Emotions Fuel Your Brand Energy

  Introducing Forrester's Brand Energy Framework

  June 27, 2017 | Dipanjan Chatterjee, James L. McQuivey

  Consumers are changing, experiences are changing, and brands have to change with them. In this environment of upheaval, existing brand measures are useful but insufficient. Forrester has applied...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Quick Take: Amazon Buying Whole Foods Raises A Red Flag For All Retailers

  Playing Defense Will Just Prolong Your Demise

  June 20, 2017 | Brendan Miller, Brendan Witcher

  On June 16, 2017, Amazon announced that it's buying Whole Foods for $42 a share, in a deal valued at $13.7 billion. In this report, we analyze why Amazon is significantly upping its game from...

• For Application Development & Delivery Professionals

  Report

  Report Build Mobile Experiences That Drive Engagement

  Executive Overview: The Mobile App Development Playbook

  June 20, 2017 | Jeffrey S. Hammond, Michael Facemire

  The mobile mind shift is driving businesses' customers and stakeholders to expect (and demand) support for a wide variety of smartphones and tablets. But for application development and delivery...

• For Customer Experience Professionals

  Report

  Report Four Myths About Consumer Emotion That Are Leading You Astray

  A Consumer Technographics® Report

  June 19, 2017 | Anjali Lai

  Companies that struggle to resonate with customer emotions often lack an understanding of how those emotions work; they're trapped in the belief that technology is functional, not emotional. We can...

• For Customer Experience Professionals

  Report

  Report How To Build Customer Trust Faster

  Why And How To Use The Customer Experience To Earn Customer Trust

  June 12, 2017 | Tom Champion

  Customer trust is still on the decline even as security budgets and compliance requirements continue to increase. Security and compliance are critical, but leaders are not taking a customer-centric...

• For Customer Insights Professionals

  Report

  Report Adopt Insights Services To Accelerate Your Business Transformation

  Best Practices To Ensure A Successful Insights Services Engagement

  June 5, 2017 | Jennifer Belissent, Ph.D., Elizabeth Cullen

  Business and technology decision makers increasingly look for external help to become insights driven. Many can't or don't want to build an insights platform or staff a data science team — they...

• For Customer Experience Professionals

  Report

  Report Rethink Customer Service To Build Emotional Engagement

  Strategies For Building Customer Loyalty With Empathy And Human Interactions

  May 22, 2017 | Riccardo Pasto

  Service organizations aiming only to appeal to the rational side of customers' needs will have an increasingly difficult time maintaining loyalty. Companies with a reputation for great service...

• For eBusiness & Channel Strategy Professionals

  Report

  Report The Future Of Digital Experiences

  Vision: The Mobile eBusiness Playbook

  May 9, 2017 | Julie A. Ask, Michael Facemire

  Digital channels are more amorphous and fragmented than ever. However, they share a common core: mobile. Mobile will emerge as the central choreographer in this broader, connected ecosystem....

• For eBusiness & Channel Strategy Professionals

  Report

  Report The Omnichannel Maturity Assessment

  Assessment: The Omnichannel Commerce Playbook

  May 9, 2017 | Brendan Witcher, Claudia Tajima

  Supporting an omnichannel fulfillment program is table stakes in retail today. Organizations need to assess their omnichannel maturity to understand their current state and compare it with their...

• For Application Development & Delivery Professionals

  Report

  Report Visual Engagement Drives Relationships And Revenue For Customer Service

  Use Video To Elevate Your Customer Service Experience

  May 5, 2017 | Nick Barber, Kate Leggett

  Companies increasingly leverage visual engagement — video, cobrowsing, screen sharing, and annotations — to cut through the customer conversation clutter, to be better understood, and to connect...

• For Customer Experience Professionals

  Report

  Report Customers Need A Reason To Remember You

  Use Strategically Placed Signature Moments To Create Memories

  April 20, 2017 | Ryan Hart

  Customer experience (CX) pros must understand that customers won't remember their experiences with the brand unless it evokes a memorable emotion or two. The irony is that the more friction-free...

• For B2C Marketing Professionals

  Report

  Report Engage Customers With Mobile Wallet Marketing

  What Global Players Can Learn From Asia's Digital Leaders

  April 17, 2017 | Xiaofeng Wang

  Mobile wallets are gaining attention across the world. While the focus is primarily on payments, Forrester believes that mobile wallets' real power is to generate powerful customer engagement...

• For eBusiness & Channel Strategy Professionals

  Report

  Report How To Choose A Mobile Messaging Vendor

  April 10, 2017 | Julie A. Ask, Michael Facemire

  Messaging is the tip of the spear, or the first step, for most companies in developing true one-to-one user engagement. It's a critical capability for modern businesses — but choosing the right...

• 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 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 eBusiness & Channel Strategy Professionals

  Report

  Report Vendor Landscape: Mobile Messaging Platforms

  March 16, 2017 | Julie A. Ask, Michael Facemire

  The features and functions of mobile apps are overkill for most mobile moments. By contrast, messaging rightsizes customer engagement through a combination of notifications and conversations in the...

• 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 Infrastructure & Operations Professionals

  Report

  Report Breakout Vendors: Customer-Engagement-Network Solutions

  Four Innovations That Can Help You Design, Build, And Operate Your Customer Engagement Network (CEN)

  March 1, 2017 | Andre Kindness

  As infrastructure and operations (I&O) leaders move on from building networks that simply connect devices together to building ones that help their businesses win, serve, and retain customers, they...

• For Infrastructure & Operations Professionals

  Report

  Report Networking Technologies Immerse Fans In NFL Games And The Tour De France

  RFID, Wi-Fi, Cell, And Other Wireless Technologies Create New Emotional Experiences And Connections

  February 24, 2017 | Andre Kindness, Michele Pelino

  The National Football League (NFL) and the Tour de France use networking technologies to change the way fans engage with two popular sports in Europe and North America. Dimension Data, Extreme...

• For CIO Professionals

  Report

  Report Artificial Intelligence Will Help Healthcare Understand And Engage Its Patients

  February 6, 2017 | Kate McCarthy, Nasry Angel

  With Siri in most healthcare workers' pockets, artificial intelligence (AI) is entering the mainstream of accessible technologies. But as CIOs' use of these technologies expands, so too do the...

• 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 B2C Marketing Professionals

  Report

  Report Measure Marketing Engagement Right Or Not At All

  What You Think Is Valuable Engagement For Your Brand May Not Really Be That Valuable

  January 19, 2017 | Tina Moffett, Samantha Merlivat

  B2C marketers are measuring engagement to gauge the success of online marketing campaigns, but engagement rate are meaningless — and in some cases harmful — if not measured correctly. Read this...