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  • Report The Consumer Tech Stack

    Our 2018 US Benchmark Data Overview Reveals The Four Forces Of Adoption
    April 5, 2018 | James L. McQuivey, PhD, Gina Fleming

    Humans were born to embrace the technologies we track. Coming into 2018, Forrester surveyed 110,460 online adults in 20 countries to see how much people of every type embrace technology, why they...

  • Report The Canada Customer Experience Index, 2016

    Canadian Company Scores Reveal A Year Of Stagnation
    September 29, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in Canada and the specific brands that you must beat to...

  • Report Brief: Mobile Messaging Apps' Usage And Engagement

    A Forrester Data Snapshot
    August 9, 2016 | Kyle Steinhouse, Gina Fleming

    Smartphone owners continue to use messaging apps in growing numbers. Here, we use Forrester's Mobile Audience Data, Q4 2015 (US) to explore the reach and engagement of the most common messaging...

  • Report The US Customer Experience Index, 2016

    July 18, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? We reveal the top performers in the US as well as the specific brands that you need to beat to take over...

  • Report Mobile Messaging Fails Customers Today

    A Technographics® 360 Report: Using Behavioral Tracking And Survey Data
    May 23, 2016 | Nicole Dvorak, Julie A. Ask

    Despite preceding most mobile technologies, mobile messaging is evolving rapidly. Simple text messages may seem obsolete, but combined with contextual data, they provide a new opportunity for...

  • Report The US Customer Experience Index, Q3 2015

    Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience
    October 5, 2015 | Megan Burns

    Forrester's Customer Experience Index (CX Index™) helps customer experience (CX) professionals understand the ups and downs of CX quality over time. The CX Index franchise scores more than 900...

  • Report CX Industry Spotlight: TV And Internet Service Providers

    A Forrester CX Index™ Deliverable: Analyzing The Financial Impact Of Customer Experience For The TV And Internet Service Industries
    June 17, 2015 | Gina Fleming

    Forrester's Customer Experience Index (CX Index) framework allows companies to analyze the quality of their customer experience, and it also identifies the financial impact of customer experience...

  • Report The Canada Customer Experience Index, 2015

    Benchmarking The Canadian Brands That Create The Most Loyalty With Their Customer Experience
    June 8, 2015 | Megan Burns, Corey Stearns

    Six in 10 Canadian companies want to improve their customer experience (CX) in 2015. Forrester's Canada Customer Experience Index (CX Index™) benchmarks 194 companies that do business in Canada...

  • Report The US Customer Experience Index, Q1 2015

    Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience
    April 20, 2015 | Megan Burns

    Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's first US Customer Experience Index (CX Index™) benchmark of 2015 sets the baseline that will tell 299...

  • Report Telecom Brands Are Not Connecting

    Technographics® TRUE Brand Compass: Telecom
    April 14, 2015 | James L. McQuivey, PhD

    Customers' dissatisfaction with telecom providers is well documented. These firms are known for frustrating customers with confusing programming bundles, poor customer service, and opaque pricing....

  • Report Wireless Brands Fail To Connect With Consumers

    Technographics® TRUE Brand Compass: Wireless
    January 8, 2015 | Tracy Stokes

    Wireless brands have traditionally locked in customers with long contracts. But the market is changing as brands like T-Mobile blow up these traditional business models to put the control in the...

  • Report Mobile Messaging Update: Pervasive Consumer Use Offers Unique Engagement Opportunities

    Broad Reach And Usage Among Consumers Demands That Mobile Messaging Is In The Mix
    July 30, 2014 | Julie A. Ask, Douglas Roberge

    Twenty years ago, the only form of mobile messaging was SMS, and it offered the only pragmatic mobile data service: it had broad reach, standardization, and carrier interoperability. That's a far...

  • Report The Customer Experience Index, 2014

    January 21, 2014 | Megan Burns

    How good is the customer experience at your company — as rated by your own customers? This report helps answer that question by providing benchmarks of the quality of customer experience for 175...

  • Survey North American Technographics® Devices And Telecom Online Benchmark Recontact Survey, 2013

    July 16, 2013

    Forrester conducted an online survey fielded in July 2013 of 4,606 US individuals ages 18 to 88. For results based on a randomly chosen sample of this size, there is 95% confidence that the results...

  • Report The Business Impact Of Customer Experience, 2013

    June 10, 2013 | Maxie Schmidt-Subramanian

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and loyalty. We built three simple models to estimate the impact customer experience...

  • Survey North American Technographics® Online Benchmark Survey (Part 2), 2013

    May 15, 2013

    Forrester conducted an online survey fielded in May 2013 of 33,505 US individuals and 2,191 Canadian individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N =...

  • Report Understand Communication Channel Needs To Craft Your Customer Service Strategy

    March 11, 2013 | Kate Leggett

    Consumers' preferences for customer service channels are rapidly changing. And it's not just the younger generation of consumers — there's disruption and change across all ages and demographics....

  • Report The Customer Experience Index, 2013

    January 15, 2013 | Megan Burns

    How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for 154...

  • Report Location-Based Features Are Still New For Consumers

    Forrester Technographics® Digital Consumer Community Report, June 2012
    August 16, 2012 | Lindsey Colella

    Almost everyone has a social media account these days. However, consumers are only just starting to use interactive features like checking in, and exchanges with brands via social media are still...

  • Report Global PC And Broadband Penetration

    A Technographics® Global Overview Document
    June 12, 2012 | Gina Fleming

    The global online population has more than doubled since 2005, but not all countries have reached saturated levels of online penetration. While the majority of consumers in the US, Europe, and...

  • Report The Mobile Application Life Cycle

    Refine Your App Strategy In Anticipation Of The Second Wave
    May 18, 2012 | Thomas Husson

    The Apple App Store and Google Play have recently passed the threshold of 40 billion cumulative apps downloaded. The smartphone boom is driving exploding usage of mobile apps across the globe....

  • Report A Systematic Approach To Mobile Strategy

    May 10, 2012 | Julie A. Ask, Charles S. Golvin

    Mobile is hot, but too many executives take a backward approach to developing a mobile initiative and begin with technology decisions such as "We need an iPhone application" or "Let's do something...

  • Report The Business Impact Of Customer Experience, 2012

    March 26, 2012 | Megan Burns

    This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years...

  • Report Trial NFC To Connect The Real World With Mobile

    The Time Is Right To Test Hyperlocal Near Field Communication (NFC)
    February 28, 2012 | Anthony Mullen

    Near field communication (NFC) allows consumers to use their mobile and custom devices to directly interact with almost any real-world object such as posters, clothes, and shop windows. The allure...

  • Report The Customer Experience Index, 2012

    January 23, 2012 | Megan Burns

    This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...