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  • Digital Customer Experience

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  • For Customer Experience Professionals

    Report

    Report North American Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 11 Mobile Banking Apps
    November 17, 2017 | Andrew Hogan, Alex Causey, Jennifer Wise

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

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Digital Experience Service Providers, Q4 2017

    The 14 Largest Service Providers That Matter Most And How They Stack Up
    November 17, 2017 | Ted Schadler

    In our 23-criteria evaluation of digital experience service providers, we identified the 14 most significant ones — Accenture, Deloitte, Digitas, EPAM, Epsilon, IBM, Isobar, MRM//McCann, PwC,...

  • For Customer Experience Professionals

    Report

    Report The Best And Worst Of Customer Service Via Facebook Messenger

    A Forrester Digital UX Review
    November 15, 2017 | Laura Naparstek, Andrew Hogan, Ian Jacobs

    As a CX professional, you need to know which companies are enabling customer service effectively via Facebook Messenger and how. Why? Because the practice is spreading, so your executives are bound...

  • For Customer Experience Professionals

    Report

    Report The US Digital-Only Retailers Customer Experience Index, 2017

    How US Digital-Only Retail Brands Earn Loyalty With The Quality Of Their Experience
    November 15, 2017 | Sucharita Mulpuru, Dylan Czarnecki

    How well do leading digital-only retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 14 digital-only retail brands that we...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Predictions 2018: Mobile Evolves Into The Digital Experience Conductor

    Landscape: The Mobile eBusiness Playbook

    2018 is the year that mobile becomes core to the digital ecosystem. Devices are evolving to seamlessly work together. Tooling is following that evolution, allowing developers to build for...

  • For Customer Insights Professionals

    Report

    Report Continually Optimize Experiences To Differentiate And Compete For Customers

    Processes: The Digital Intelligence Playbook
    November 1, 2017 | James McCormick

    Competing for empowered customers and keeping up with their shifting digital expectations means that firms must always be evolving their digital experiences. This is only achievable through a...

  • For Application Development & Delivery Professionals

    Report

    Report Assess Your Digital Experience Delivery Maturity

    Assessment: The Digital Experience Delivery Playbook
    October 26, 2017 | Danielle Jessee, Mark Grannan

    How should application development and delivery (AD&D) pros assess their maturity in delivering digital customer experience initiatives? This report asks questions such as: Do you have the right...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Forrester Retail Wave™: US Mobile Web, Q4 2017

    The Functionality And Usability Gap Widens Among Top Retailers' Mobile Websites
    October 26, 2017 | Brendan Miller, Jennifer Wise

    The mobile web is becoming many retailers' most visited digital channel, yet it converts at an average of just 1% — less than both desktop web and mobile apps. To increase mobile web conversion,...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Trends 2017: Australia And New Zealand Digital Banking

    Digital Executives Need Stronger Foundations To Better Execute And Create New Customer Value
    October 23, 2017 | Alyson Clarke, Zhi Ying Ng

    Slowing economic growth, increased government scrutiny, and more empowered consumers are challenging retail banking in Australia and New Zealand (ANZ). Differentiated experiences will drive...

  • For Application Development & Delivery Professionals

    Report

    Report Take Two Technology Roads To Digital Experience Success

    Road Map: The Digital Experience Delivery Playbook
    October 18, 2017 | Ted Schadler

    Once you have a strategy to prioritize digital interactions and have assessed the business impact of each investment, it's time to plan your technology road map. You must pursue two paths...

  • For Application Development & Delivery Professionals

    Report

    Report The Business Impact Of Digital Experience Technology Is Profitable Growth

    Business Case: The Digital Experience Delivery Playbook
    October 3, 2017 | 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 B2C Marketing Professionals

    Report

    Report The Next Chapter For Email Marketing

    Vision: The Email Marketing Playbook
    October 2, 2017 | Shar VanBoskirk

    Customer-obsessed marketers should spend their resources developing email into the linchpin of the customer journey, instead of just continuing it as a promotions vehicle. This report explains how...

  • For Application Development & Delivery Professionals

    Report

    Report The Integration Imperative Of Digital Experiences

    Vision: The Digital Experience Delivery Playbook
    September 29, 2017 | Mark Grannan

    Customers demand consistent and contextual experiences, yet digital experience (DX) strategies, teams, and technologies often reinforce silos across a customer's journey. Application development...

  • 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
    September 29, 2017 | 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 Customer Experience Professionals

    Report

    Report MSC Cruises Seeks To Transform The Guest Experience With Emerging Tech

    To Create The Cruise Ship Of The Future, MSC Is Blending Physical And Digital Experiences

    MSC Cruises is investing €9 billion in building a fleet of new ships equipped with advanced new customer-facing technology and has just launched the first of them: MSC Meraviglia. We spoke with...

  • For Application Development & Delivery Professionals

    Report

    Report Digital Experience Platform Trends, 2017

    Landscape: The Digital Experience Delivery Playbook
    September 21, 2017 | Mark Grannan, Ted Schadler

    Digital experience platform technology evolution has crossed a threshold in the past two years. Enterprise organizations are starting to shift to "all-in" strategies with a single vendor for their...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Digital Experience Platforms, Q3 2017

    Oracle Leads An Evolving Market With A Balance Of Product And Platform
    September 21, 2017 | Mark Grannan, Ted Schadler

    In our 28-criteria evaluation of digital experience platform providers, we identified the 14 most significant ones — Acquia, Adobe, BloomReach, Episerver, IBM, Liferay, Magento, OpenText, Oracle,...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report AI Will Revolutionize Digital Experiences

    AI Will Help Brands Win, Serve, And Retain Customers Across A Connected Experience Ecosystem
    September 11, 2017 | Julie A. Ask

    A host of technologies that broadly fall under the umbrella of artificial intelligence (AI) are revolutionizing how digital business professionals can design and deliver digital experiences. As AI...

  • 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 Application Development & Delivery Professionals

    Report

    Report Vendor Landscape: Digital Experience Service Providers, 2017

    Master The Messy Market Of Digital Agencies And Consultancies By Focusing On Their Capabilities, Culture, And Commitments
    July 27, 2017 | Ted Schadler, Danielle Jessee

    Nine of 10 companies turn to digital agencies, consultancies, and technology implementers to design, build, and manage their digital customer experiences. But with hundreds of these diverse...

  • 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 Jessee, 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...

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