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  • Forum CX Europe 2019

    Change The Game: Leading Radical CX Innovation
    November 14, 2019 | Joana van den Brink-Quintanilha

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Report The State Of US Consumers And Technology, 2019

    Increasingly Intimate Technologies Spark The Next Mind Shift
    November 8, 2019 | Anjali Lai

    Today's abundance of technology means that consumers idealize digital detoxes and device retreats, but our data proves that their willingness and capacity to adopt and use more technology is still...

  • Webinar Innovate At The Edge

    How Edge Computing Dramatically Empowers CX, EX, And Business Value Enhancements
    October 31, 2019 | Brian Hopkins, James Staten

    In this webinar, CIO analysts James Staten and Brian Hopkins help clients better understand what edge computing is; how it extends investments in the internet of things (IoT), cloud computing, and...

  • Report The Forrester Streaming Media Wave™: US Apps, Q4 2019

    New Entrants Fall Short Of The Bar Set By Netflix, Hulu, And Amazon
    October 28, 2019 | Jim Nail, Andrew Hogan

    Competition for the time and dollars of US streaming service consumers is about to get intense. The impending entry of Apple TV Plus and Disney Plus and Warner Media's upgrade to HBO Max will...

  • Forum CX Singapore 2019

    Change The Game: Driving Radical CX Innovation
    August 28, 2019 | Singapore | Frederic Giron

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Report Forrester Analytics: Social Media Advertising Forecast, 2019 To 2023 (Global)

    ForecastView Document
    August 7, 2019 | Meenakshi Tiwari, Brandon Verblow

    Social is the fastest-growing digital advertising channel globally in the next five years. Marketers must understand what's driving this spend and adjust their spending strategies to match. This...

  • Report The Best And Worst Of Email Marketing, 2019

    Small Improvements Will Boost Response Rates And Sales
    July 22, 2019 | Shar VanBoskirk

    This report identifies the small fixes that every B2C marketer can make to their email marketing campaigns in order to boost performance. Forrester reviewed 100 email marketing campaigns across...

  • Report TikTok Excels In The Age Of Short Videos

    ForecastView Document
    July 3, 2019 | Meenakshi Tiwari

    TikTok is the world's leading platform for short-form mobile videos, but if you're older than 35, there's a good chance you're unaware of the global TikTok revolution. TikTok and short video apps...

  • Report Forrester Analytics: Online Video Forecast, 2018 To 2023 (Asia Pacific)

    ForecastView Document
    June 17, 2019 | Meenakshi Tiwari

    Video is a win-win medium for consumers, marketers, and digital platforms. It provides consumers with immersive content and also gives a higher return on investment and revenue to marketers and...

  • Forum CX NYC 2019

    Change The Game: Leading Radical CX Innovation
    June 11, 2019 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Forum Digital Transformation & Innovation Europe 2019

    Master Tech-Driven Transformation
    June 4, 2019 | London | Pascal Matzke

    The lure of digital transformation Much of the allure of digital transformation was in its promise of leading market disruption and innovation. If you added a few emerging technologies here,...

  • Webinar Breakthrough Or Bust: Forrester's Consumer Energy Index

    May 22, 2019 | Anjali Lai

    Empowered consumers appear to latch onto new experiences faster than innovators can build them. Still, business leaders know the pain of failing to win consumers’ attention, lead them to...

  • Forum Digital Transformation & Innovation 2019

    Master Tech-Driven Transformation
    May 14, 2019 | Chicago | Liz Herbert, Matthew Guarini, Brian Hopkins

    The lure of digital transformation Much of the allure of digital transformation was in its promise of leading market disruption and innovation. If you added a few emerging technologies here,...

  • Forum CX Sydney 2019

    Change the Game: Driving Radical CX Innovation
    May 9, 2019 | Sydney | Michael Barnes, Riccardo Pasto, James Staten

    Good news. CX leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and more focused on business impact....

  • Report Score Big With Fanalytics

    How Advanced Customer Analytics Drives Better Fan Engagement In Sports
    April 26, 2019 | Brandon Purcell, Emily Miller

    Like in many other industries, harnessing data and technology in the pro sports world is now an imperative. Sports industry pros use technologies like AI and machine learning for customer analytics...

  • Report Financial Services Firms Should Weave Online Video Into Every Customer Journey

    On-Demand Online Video Helps Digital Business Teams Engage, Win, And Serve Customers Efficiently
    April 4, 2019 | Nick Barber

    Global video will make up a huge portion of online traffic in just a few years, but most financial services firms are missing an opportunity to engage customers and prospects with the format. In...

  • Forum Consumer Marketing 2019

    Beyond The Direct-To-Consumer Revolution
    April 2, 2019 | New York City | Jim Nail, Anjali Lai, Melissa Parrish

    Direct-to-consumer (DTC) brands have captured consumers’ admiration and loyalty … but most have an unsustainable economic model. Traditional brands are optimized to deliver financial...

  • Report How Customer Experience Drives Business Growth, 2018

    The Revenue And Business Growth Impact Of Investing In CX For 18 Industries

    Many customer experience (CX) pros find it hard to show the business impact of improving CX. That's why Forrester built industry-specific models that demonstrate how CX improvements drive growth...

  • Report The US Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    June 19, 2018 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 287 brands across 19 industries in the US Customer...

  • Report Virtual Reality In 2018: Not A Customer Reality

    Our Top Five Takeaways For CX Pros About VR At Mobile World Congress
    March 27, 2018 | Jennifer Wise

    Forrester tested the virtual reality (VR) experiences at this year's Mobile World Congress (MWC) in Barcelona to examine what the advances in these technologies mean for customer experience (CX)...

  • Report Personalized Video Creates Better Customer Service Experiences

    High-Impact Video Communications Reduce Unnecessary Service Calls And Add A Human Touch To Automated Environments
    March 2, 2018 | Nick Barber, Ian Jacobs

    Customers don't like reading the mounds of information that companies often send them, so savvy companies use video to cut through the clutter and deliver a great experience. Specifically, brands...

  • Report Make Your Video Shoppable To Boost Online Conversion

    Optimize Your Marketing Video For Commerce
    February 23, 2018 | Brendan Witcher, Nick Barber

    Retailers and brands across all product categories must differentiate themselves online while also finding ways to successfully engage and entertain today's digitally savvy, hyper-stimulated...

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