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• 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

  May 30, 2017 | Joana van den Brink-Quintanilha, Oliwia Berdak

  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

  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 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

  Road Map: The Digital Business Transformation Playbook

  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...

• For Application Development & Delivery Professionals

  Report

  Report Evaluate Midsize Nearshore Service Providers For Your Business Technology Agenda

  Midsize Vendors From Latin America And Eastern Europe Offer Distinct Advantages For Digital Customer Experiences

  January 9, 2017 | Somak Roy

  Building digital platforms is one of the top priorities for firms embarking on a digital transformation journey. Nearshore vendors — which do well on technology complexity, platform engineering,...

• For Customer Experience Professionals

  Report

  Report How To Organize For Effective Digital CX

  Organization: The Digital Customer Experience Improvement Playbook

  January 9, 2017 | Andrew Hogan

  Companies decide how and where customer experience (CX) pros fit in their organizations in terms of reporting relationships and governance in order to improve their customers' experiences. But how...

• For Customer Experience Professionals

  Report

  Report The Six Steps For Justifying Better UX

  Business Case: The Digital Customer Experience Improvement Playbook

  December 28, 2016 | Andrew Hogan, Deanna Laufer

  User experience (UX) has gone mainstream: Companies now invest millions to build design centers and hire UX teams. But many firms still expect proof of the ROI of UX research, design, testing, and...

• For Application Development & Delivery Professionals

  Report

  Report Your Digital Experience Technology Strategy Starts With A Customer Journey Map

  Strategic Plan: The Digital Experience Delivery Playbook

  December 20, 2016 | Ted Schadler

  As firms like Rewe Group and Schneider Electric have learned, digital experience strategy shapes the technology you need — an investment that can take five years and cost between $20 million and...

• For Application Development & Delivery Professionals

  Report

  Report The Business Impact Of Digital Experience Technology Is Profitable Growth

  Business Case: The Digital Experience Delivery Playbook

  December 7, 2016 | Ted Schadler

  Armed with the methods in this report, application development and delivery (AD&D) professionals can help their companies link digital experience strategy to the technology road map. First, assess...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Predictions 2017: In Digital Transformation, The Hard Work Of Operational Excellence Begins

  November 1, 2016 | Ted Schadler, Nigel Fenwick

  Digital business professionals are at the forefront of digital transformation, improving digital customer experiences. But in 2017, under the threat of digital disrupters, you must lead your fellow...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Assess Your Digital Store Functionality

  Benchmarks: The Digital Store Playbook

  October 20, 2016 | Michelle Beeson

  Forrester used its Digital Store Functionality Benchmark methodology to assess 20 leading retailers across the UK and US. Our benchmark helps retail digital business executives better understand...

• For eBusiness & Channel Strategy Professionals

  Report

  Report The State Of Digital Insurance, 2016

  Landscape: The Digital Insurance Strategy Playbook

  October 17, 2016 | Oliwia Berdak

  Insurers have so far been shielded from digital disruption by an older demographic, underwriting expertise, and regulatory barriers. But this is about to change. This report explores how digital...