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  • Customer Engagement

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  • 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...

  • For B2B Marketing Professionals

    Report

    Report Take L2RM To The Next Level With A Pivot To Lifetime Customer Engagement

    Vision: The Lead-To-Revenue Playbook
    January 19, 2017 | Lori Wizdo

    Savvy marketers are re-engineering their lead-to-revenue (L2R) process to transform marketing from a top-notch supplier of leads for the load-bearing sales channel to the architect of customer...

  • For B2B Marketing Professionals

    Report

    Report How To Design Communities For B2B Marketing

    A Guide To Creating A Community Strategy Using Forrester's CLICK Framework
    January 6, 2017 | Steven Casey

    Most B2B marketers understand that online communities can be a critical element of their overall customer engagement strategy, but too many struggle with choosing the right approach, sustaining...

  • 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 eBusiness & Channel Strategy Professionals

    Report

    Report Driving Customer Engagement With B2B Ratings And Reviews

    Processes: The B2B eCommerce Playbook
    December 20, 2016 | Andy Hoar

    Few B2B companies doubt the value of having ratings and reviews on their websites. But developing and offering any feature comes with a price. This report shows how B2B digital business...

  • For Customer Experience Professionals

    Report

    Report What The Federal Government Can Teach Us About CX

    Lessons Learned From Forrester's CXDC 2016 Forum
    November 30, 2016 | Rick Parrish, Dylan Czarnecki

    At Forrester's inaugural federal government forum, CXDC 2016, representatives from a diverse set of federal agencies with varying levels of customer experience (CX) maturity took to the stage to...

  • For B2C Marketing Professionals

    Report

    Report Vendor Landscape: Mobile Engagement Automation Solutions

    Mobile Moments Demand Speed, Speed Demands Automation
    November 22, 2016 | Jennifer Wise, Julie A. Ask

    With the ever-increasing volume of mobile moments happening each day in the US alone, marketers need automation to deliver against high customer expectations in real time. Vying to help is a new...

  • For CIO Professionals

    Report

    Report Healthcare Must Embrace Digital To Win In Consumer Engagement

    A Road Map For Payer And Provider Organizations To Successfully Implement Digital
    November 10, 2016 | Kate McCarthy, Cinny Little

    Healthcare payer and provider organizations lag behind firms in other industries in adopting digital technologies. As these organizations struggle to engage their customers and patients to improve...

  • For CMO Professionals

    Report

    Report Quick Take: Age Of The Customer Dynamics Upended The 2016 US Presidential Campaign

    November 9, 2016 | James L. McQuivey, Matthew Guarini

    While Forrester does not endorse any politician, we do offer advice to CMOs, CIOs, and other business leaders on how to respond to changing market and customer dynamics. The 2016 US presidential...

  • For CIO Professionals

    Report

    Report Quick Take: Age Of The Customer Dynamics Upended The 2016 US Presidential Campaign

    November 9, 2016 | Matthew Guarini, James L. McQuivey

    While Forrester does not endorse any politician, we do offer advice to CMOs, CIOs, and other business leaders on how to respond to changing market and customer dynamics. The 2016 US presidential...

  • For Customer Insights Professionals

    Report

    Report Healthcare Must Embrace Digital To Win In Consumer Engagement

    A Road Map For Payer And Provider Organizations To Successfully Implement Digital
    November 8, 2016 | Kate McCarthy, Cinny Little

    Healthcare payer and provider organizations lag behind firms in other industries in adopting digital technologies. As these organizations struggle to engage their customers and patients to improve...

  • For CIO Professionals

    Report

    Report Predictions 2017: Engaging The Empowered Patient

    Big Data, Digital, And Virtual Care Become Key For Engagement For Healthcare
    November 2, 2016 | Kate McCarthy

    The empowered healthcare consumer — the patient or plan holder — is one key driver of change in a massive industry in the midst of transformation. While the rise of the empowered consumer has been...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report (PLAY VIDEO) Product Videos Drive Conversion Without A Hollywood Budget

    October 18, 2016 | Nick Barber

    Video has evolved from being expensive and time-consuming to a viable option for retailers to drive conversions. As eBusiness and channel strategy pros allocate budgets, video must be a key...

  • For Customer Experience Professionals

    Report

    Report Brief: What CX Pros Can Learn From Pokémon Go

    Anticipatory CX Meets Augmented Reality In This Worldwide Smash Hit
    October 17, 2016 | Ryan Hart, James L. McQuivey

    The Pokémon Go phenomenon has washed across the globe like a tsunami, and while the pace at which it is subsiding is as rapid as its inundation, it leaves valuable customer experience (CX) lessons...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Case For Omnichannel B2B

    Business Case: The B2B eCommerce Playbook For 2016
    October 3, 2016 | Andy Hoar

    Omnichannel business-to-business (B2B) buyers are more active, generate more incremental revenue, and cost less to serve than single-channel customers. But as customer expectations rise, B2B buyers...

  • For Application Development & Delivery Professionals

    Report

    Report Getting Software Delivery Teams Ready For A Customer-Obsessed Business Strategy

    Assessment: The Application Development Strategy, Structure, And Sourcing Playbook
    October 3, 2016 | John R. Rymer

    Customer-obsessed business strategy and operations demand a new approach to software development and delivery. Application development and delivery (AD&D) professionals should use this...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Brief: Banks Are Missing Mobile Banking's Three Big Opportunities

    Mobile Banking Apps Can Become Platforms For Engagement
    September 22, 2016 | Zhi Ying Ng

    Banks are missing three key opportunities to turn mobile banking into an engagement platform. This report outlines each of these opportunities and shows digital business strategy professionals what...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report A Recipe For Mobile App Success

    Market, Engage, And Manage Mobile App Performance To Drive Business Outcomes
    September 22, 2016 | Julie A. Ask, Jennifer Wise

    Too often, apps launch into the app store, and eBusiness and channel strategy professionals start to measure metrics like downloads to gauge success. But just launching an app and hoping it finds a...

  • For B2C Marketing Professionals

    Report

    Report The Future Of Messaging Apps

    With Bots And Intelligent Agents, New Conversation Interfaces Will Change Your Relationship With Customers
    September 19, 2016 | Thomas Husson, Xiaofeng Wang

    With more than 3 billion consumers spending a lot of time and sharing emotions on messaging apps, brands are facing a whole new set of marketing opportunities and challenges. Messaging apps like...

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