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  • Digital Customer Experience

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  • For eBusiness & Channel Strategy Professionals

    Report

    Report Born Mobile

    Best Practices Learned From Mobile-First Companies
    August 9, 2017 | Julie A. Ask

    Most digital business professionals are not prepared to deliver the next generation of digital experiences that consumers expect. They lack Agile operations, including the talent, technology,...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Trends 2017: North American Digital Insurance

    Lead Your Company's Journey To Mastering Digital Business
    August 8, 2017 | Ellen Carney

    Your customers are changing the rules. Your agents are launching the same digital tools as yours to hold onto their customers. New competitors like Lemonade are shrinking legacy business processes...

  • For Customer Experience Professionals

    Report

    Report Four Tech Giants Dominate Your Customer Experience

    Capitalize On The Influence Of Amazon, Apple, Facebook, And Google On Your Customers
    July 26, 2017 | TJ Keitt

    Alphabet's Google, Amazon, Apple, and Facebook set your customers' expectations for customer experience (CX) because they hold a prominent place in people's lives. CX professionals need to...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Mobile Mind Shift Road Map

    Road Map: The Mobile eBusiness Playbook
    July 25, 2017 | Michael Facemire

    Customers, partners, and internal stakeholders are challenging digital business leaders to build new digital experiences: mobile apps, websites, connected devices, and chat interfaces, just to name...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Trends 2017: North American Digital Banking

    Digital Executives Need Stronger Foundations To Create New Customer Value
    July 24, 2017 | Alyson Clarke

    Slow economic growth, low interest margins, regulatory uncertainty, increased competition, and changing consumer needs are challenging the retail banking industry in North America. Differentiated...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Our Favorite Mobile Websites, And How They Did It

    Five Case Studies Show How To Reinvent Your Mobile Website
    July 21, 2017 | Danielle Geoffroy, Ted Schadler

    Few customers and even fewer prospects will use your app — but they will visit your website on their phones. Alas, when they arrive, their experience pales in comparison to your app — and even your...

  • For B2C Marketing Professionals

    Report

    Report Elevate Loyalty Strategies With Digital Ecosystems

    Empowered Consumers In Asia Pacific Demand Versatile, Digital, And Localized Loyalty Programs
    July 17, 2017 | Xiaofeng Wang

    Empowered consumers have more options than ever before, and customers of firms in Asia Pacific are particularly fickle. As a result, brands' standalone loyalty programs have been losing the charm...

  • For Customer Experience Professionals

    Report

    Report Global Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 53 Mobile Banking Apps
    July 13, 2017 | Andrew Hogan, Alex Causey

    For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are mobile banking apps delivering...

  • 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 Geoffroy

    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 Experience Professionals

    Report

    Report Case Study: Lloyds Banking Group's Journey-Focused Digital Transformation

    How A Journey-Led Approach Led To Delivering Higher Customer Value

    In 2014, Lloyds Banking Group (LBG), one of the UK's leading financial services firms, embarked on a three-year digital business transformation to go beyond digital experience enhancements and...

  • For Customer Experience Professionals

    Report

    Report The Forrester Digital UX Review

    Assessment: The Digital Customer Experience Improvement Playbook
    May 10, 2017 | Andrew Hogan, Allegra Burnette

    Good user experience (UX) helps attract and retain customers, so it's important to conduct rigorous review and testing to assess UX quality. Doing this requires several techniques, including a...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Future Of Digital Experiences

    Vision: The Mobile eBusiness Playbook

    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 Application Development & Delivery Professionals

    Report

    Report The State Of Digital Experience Delivery, 2017

    Benchmarks: The Digital Experience Delivery Playbook
    April 28, 2017 | Danielle Geoffroy, Mark Grannan

    In Q1 2017, Forrester surveyed 294 digital experience (DX) decision makers about their strategies for the next 12 months. We found that they're struggling to optimize past investments. Both...

  • For Application Development & Delivery Professionals

    Report

    Report The Digital Employee Experience Drives Engagement And Productivity

    Employees Need A Consumer-Grade Environment To Connect With Work
    April 14, 2017 | Paul D. Hamerman, Claire Schooley

    In the digital age, the workforce expects a technology-driven employee experience that reflects the level of innovation in consumer-grade customer experiences. Employees can benefit from an...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Chatbot Commerce Benchmark

    Use Forrester's POST Methodology To Make Smart Conversational Interface Technology Choices
    April 10, 2017 | Julie A. Ask, Andrew Hogan

    Very few Fortune 500 companies are represented in more than 34,000 chatbots that are reportedly live on Facebook Messenger. As of December 31, 2016, only 13 of the 128 Fortune 500 firms we...

  • 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 Customer Experience Professionals

    Report

    Report Good News And Bad News For Federal Digital Customer Experience

    Insights From Forrester's Consumer Technographics® Survey
    February 22, 2017 | Rick Parrish

    Thanks to the Obama administration's final push to improve the federal digital customer experience (CX), customers are using and enjoying most digital channels more than ever. The bad news is that...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Digital Business Imperative

    February 15, 2017 | Ted Schadler, Nigel Fenwick

    Customers' power in the marketplace continues to ramp up, so eBusiness leaders still need to transform digital customer experiences, including marketing, sales, and channels. The ability to align...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2016 US Online Banking Functionality Benchmark

    Direct Bank USAA Earns The Top Spot Overall, While Bank Of America Leads Among Large Traditional Banks
    February 7, 2017 | Peter Wannemacher

    Tens of millions of US bank customers use their providers' secure websites to complete tasks and achieve their banking objectives. As such, digital banking teams must keep a close eye on which...

  • For Customer Experience Professionals

    Report

    Report Digital Customer Experience Trends, 2017

    Landscape: The Digital Customer Experience Improvement Playbook
    February 7, 2017 | Allegra Burnette, Tony Costa

    In 2016's edition of this report about digital customer experience (CX) trends, Forrester identified the rise of conversational interfaces and concierge services. In this year's report, we examine...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Digitize Your Business Strategy With A Three-Phase Road Map

    Strategy: Differentiate On Digital
    February 3, 2017 | Jacob Morgan

    Digitizing your business strategy is a multiyear, multidimensional challenge. Traditionally, firms approach such a wholesale change as a big-bang transformation program, but the reality is that too...

  • For Customer Experience Professionals

    Report

    Report How Emerging Technology Is Changing CX

    Continuous Improvement: The Digital Customer Experience Improvement Playbook
    January 24, 2017 | Kelly Price, Tony Costa

    New technologies offer opportunities to connect with customers by designing more appealing experiences. But if those experiences aren't rooted in customer centricity, they won't win hearts and...

  • For Customer Experience Professionals

    Report

    Report Bridge The Gap From CX Strategy To Digital CX

    Road Map: The Digital Customer Experience Improvement Playbook
    January 23, 2017 | Andrew Hogan

    Even a well-defined customer experience (CX) strategy is no guarantee that your CX ambitions, digital or otherwise, will ever see the light of day. And translating that CX strategy into digital CX...

  • For Application Development & Delivery Professionals

    Report

    Report Digital Experience Technology Integration: Go Beyond Just A Basket Of Solutions

    Tools And Technology: The Digital Experience Delivery Playbook
    January 19, 2017 | Mark Grannan

    Technical integration is a major pain point for application development and delivery (AD&D) professionals supporting digital experience (DX). While vendors increasingly want to tell an end-to-end...

  • For Customer Experience Professionals

    Report

    Report Improve Digital Customer Experiences

    Executive Overview: The Digital Customer Experience Improvement Playbook
    January 10, 2017 | Deanna Laufer, Allegra Burnette

    The boundary between digital and physical keeps getting blurrier, and emerging tech like virtual reality and AI-powered chatbots is going mainstream. This is raising the bar for customer experience...