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  • Report Developing Tomorrow's Digital Experiences

    December 22, 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....

  • Report How Companies Improved Their Customer Experience Index Scores, 2014

    May 20, 2014 | Megan Burns

    Forrester interviewed customer experience (CX) professionals at brands that showed the biggest year-over-year improvement in our annual CX benchmark. We asked them what they and their companies did...

  • Report Case Study: Designing Humana's Mobile Suite

    How Customer Experience Professionals Can Support Mobile Experiences
    February 23, 2012 | Elizabeth Boehm

    Mobile is quickly becoming a key touchpoint for consumers across industries, and health insurers are no exception. Insurers are jumping on the mobile bandwagon, but many are still unsure of how to...

  • Report How Companies Raised Their Customer Experience Index Scores, 2011

    April 18, 2011 | Megan Burns

    To understand how companies drive customer experience improvement, Forrester spoke to leaders at brands having Customer Experience Index (CxPi) scores that went up appreciably in 2011. We uncovered...

  • Report The State Of Health Plans' Mobile Product Strategies

    How Health Plans Are Tackling Mobile — And How They Risk Missing The Mark
    December 30, 2010 | Elizabeth Boehm, Seth Fowler

    Consumer product strategists at health plans are beginning to develop and launch mobile solutions in earnest. These product strategists commonly develop mobile products to help control costs,...

  • Report Case Study: American Cancer Society Tackles Mobile Search Marketing

    March 29, 2007 | Christine Spivey Overby

    The American Cancer Society (ACS) — a seasoned interactive marketer — saw mobile as an additional channel to connect people to its resources. The organization used targeted mobile keyword buys and...

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