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  • Report Supercharge Your Journey Mapping

    Combine Divergent And Convergent Approaches For Great CX
    October 2, 2018 | Joana de Quintanilha

    Some companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like...

  • Report IoT Applications Require Distributed Analytics

    Centralized Analytics Won't Work For Many IoT Use Cases
    March 29, 2017 | Frank Gillett

    Internet-of-things (IoT) technology offers new visibility into business operations and customer behavior by connecting the physical and digital worlds. Companies that have successfully implemented...

  • Report Vendor Landscape: B2C Mobile App-Dev Shops For Large Enterprises

    Most Providers Proclaim To "Show, Not Tell" — But Few Really Do
    October 26, 2016 | Liz Herbert, Jeffrey Hammond

    Customer-obsessed firms want to nail mobile moments, but many lack a cohesive consumer mobile app strategy. All too often we see business-to-consumer (B2C) app strategies suffer from apps that have...

  • Report Vendor Landscape: The Digital Transformation Capabilities Of Large Services Providers

    September 26, 2016 | Liz Herbert

    The technology industry is abuzz with talk of digital disruption, and our research shows that firms have a propensity to work with services partners due to the fast-moving and still-nascent nature...

  • Report Vendor Landscape: Integration Strategy And Delivery Service Providers

    Rise Above Silos Of Application, Data, And Process Integration
    June 23, 2016 | Randy Heffner

    Since the 1990s, the integration landscape has continually expanded, with new styles, patterns, products, and deployment models. Today, digital transformation agendas intensify integration's...

  • Report Vendor Landscape: API Strategy And Delivery Service Providers

    All Buyers Should Look At API Business Strategy Capabilities
    April 19, 2016 | Randy Heffner

    Far beyond their usefulness for mobile apps and internal integration, APIs open new angles into business strategy. Even CEOs and chief strategy officers need to pay attention. The strategic...

  • Report Forrester's Guide To The 18 Digital App Platform Vendors

    February 17, 2016 | John Rymer, Jeffrey Hammond

    This toolkit is a companion to the Forrester report "Vendor Landscape: Digital App Platforms." The graphics detail the digital application platforms of Adobe, Alibaba, Amazon, Apple, Cisco, the...

  • Report Retain And Develop Employees Through Job Rotation

    December 10, 2015 | Claire Schooley

    A job rotation program gives employees opportunities to engage in a wide range of work experiences, gain a holistic view of the company, and improve their engagement. Company leaders must value and...

  • Report The Forrester Wave™: Big Data Predictive Analytics Solutions, Q2 2015

    Predict And Prosper With One Of These 13 Solutions
    April 1, 2015 | Mike Gualtieri, Rowan Curran

    Good news! Predictive analytics is within easy reach for all enterprises if they choose the right big data predictive analytics solution to meet their needs. In Forrester's 45-criteria evaluation,...

  • Report Getting Product Ideas Past Stage One

    Why The Validation Process Is Critical To Product Strategy Success
    April 15, 2011 | Doug Williams

    "Ideate" is the first stage in the product development cycle; it's a time when product strategists gather ideas for new and innovative products and services. Before moving on to subsequent phases,...

  • Report Global Banking Platform Deals 2010

    Some Banking Platform Vendors Mastered The 2009 Storm Smoothly
    March 31, 2011 | Jost Hoppermann

    Forrester surveyed 23 vendors of globally deployed banking platforms on their 2010 deals. Considering participants of both the 2009 and 2010 surveys, deal volume of the top 10 vendors increased by...

  • Report The Chief Customer Officer's First 90 Days

    March 21, 2011 | Paul Hagen

    Increasingly, companies appoint a chief customer officer (CCO) to lead the company in orchestrating a differentiated customer experience. But these senior executives must often navigate uncharted...

  • Report Defining Social CRM

    Using Social Computing To Collaborate With Customers In New Ways
    March 2, 2011 | William Band

    The social web phenomenon — which Forrester calls Social Computing — forces business process professionals to expand their thinking about how their companies can and should engage with customers....

  • Report Your Enterprise Data Archiving Strategy

    Data Archiving Is A Flexible Technology That Delivers Many Use Cases
    February 23, 2011 | Noel Yuhanna

    With growing data volume, increasing data security breaches, and complex application-performance issues, most enterprises today face significant data management challenges. Keeping inactive data...

  • Report Smartphone Trends 2011

    In Europe, The Middle East, And Asia, Smartphones Will Be Mainstream Products
    January 27, 2011 | Ian Fogg

    In 2011, yesteryear's high-end smartphones will become this year's entry level. As suppliers offer smartphones at lower prices — often less than €100 on prepay — the smartphone will become...

  • Report Market Overview: Co-Creation Vendors 2011

    An Introduction For Consumer Product Strategy Professionals
    January 24, 2011 | Doug Williams

    Are you interested in implementing social co-creation engagements that move beyond Facebook, Twitter, and the occasional outreach to consumers via the corporate blog? If the answer is yes, a...

  • Report Executive Q&A: iPads And Tablets

    Consumer Product Strategists' Critical Questions Answered
    January 13, 2011 | Sarah Rotman Epps

    In the nine months since Apple's iPad hit the shelves, Forrester has conducted more than 200 conversations about iPads and tablets with clients through inquiries, one-on-one meetings at Forrester's...

  • Report The Customer Experience Index, 2011

    Consumers Rate The Customer Experience Across 153 Large US Brands
    January 11, 2011 | Megan Burns

    To assess the state of customer experience in 2011, Forrester asked more than 7,700 US consumers about their interactions with a variety of companies. Based on their responses, we calculated...

  • Report Tablets Will Grow As Fast As MP3 Players

    Winning Tablet Product Strategies Will Exploit Both Apps And Browsers
    January 4, 2011 | Sarah Rotman Epps

    Product strategists are struggling to make sense of the tablet opportunity: Will there be a market for tablets beyond Apple's iPad, and if so, how big will it be? In this report, we present data...

  • Report How Consumers Complain About Poor Service

    November 9, 2010 | Andrew McInnes

    Most consumers say that they've had unsatisfactory service interactions during the past year. Of that group, 69% have told friends or family. To reverse the negative buzz and prevent future...

  • Report Case Study: Ford Pursues Co-Creation With An Ideation Site

    An Empowered Report: A Social Co-Creation Case Study
    September 24, 2010 | Doug Williams

    Earlier this year, Ford launched a social co-creation site called "Your Ideas," which is an offshoot of its "The Ford Story" site designed to engage Ford enthusiasts. At Your Ideas, customers are...

  • Report Smartphone Platforms Need A Branding Reset

    US Consumers Have Little Clue About Their Phone's Software
    September 1, 2010 | Charles S. Golvin

    In the white-hot US smartphone market, the once-invisible underlying software platforms have become one of the fiercest areas of competition. RIM and Apple lead this market, while platforms from...

  • Report US Tablet Buyers Are Multi-PC Consumers

    Product Strategists Must Position PCs And Peripherals Within A Multidevice Lifestyle
    August 19, 2010 | Sarah Rotman Epps

    The success of the Apple iPad has created a halo around tablets in general: Consumers are interested in these devices, even if they're confused about what they actually are. US online consumers who...

  • Report Lessons Learned From Three Award-Winning Voice Of The Customer Programs

    August 12, 2010 | Andrew McInnes

    Most large North American companies have voice of the customer (VoC) programs in place. But most programs don't live up to their potential. Forrester's 2010 Voice of the Customer Awards recognize...

  • Report Updated Q3 2010: The US Consumer PC Market In 2015

    Tablets Cannibalize Netbooks; Desktops Slide But Still Live On
    August 4, 2010 | Sarah Rotman Epps

    As of July 2010, when this report was updated, our conclusions about the long-term implications of the growth of tablets still hold true. In the short-term, tablet growth will be even more...

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