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  • Report Put Customers At The Center Of Tech Processes

    Intermediate Level: Process Practices For IT Transformation

    Technology leaders at the intermediate level must advance IT with customer-focused processes that maximize value delivered. Once established practices are in place, it's time to focus on putting...

  • Report The Canada Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    March 4, 2019 | 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 184 brands across 17 industries in the Canada Customer...

  • Report How To Turn Process From A Hindrance To A Help

    Beginner Level: Process Practices For IT Transformation

    Technology leaders must establish customer-focused processes that maximize value delivered. Standing in their way are outdated organizational models, disconnected technology platforms, and legacy...

  • Report Assess The Core Of Your Industry Analyst Relations Program

    Introducing The Forrester Core Analyst Relations Scorecard
    March 4, 2019 | Kevin Lucas

    Analyst relations (AR) managers get very little time to assess their AR programs because they're so busy executing on the next urgent priority. To help, Forrester has distilled AR best practices...

  • Report Forge Valuable AR Programs With FIAR

    Strategic Plan: The Industry Analyst Relations Playbook
    March 1, 2019 | Kevin Lucas

    Analyst relations (AR) managers need to know how to prove the value of their AR programs. Unfortunately, many struggle because they didn't build plans to deliver business value, and they now rely...

  • Report Build The Business Case For Cybersecurity And Privacy

    Business Case: The Cybersecurity And Privacy Playbook
    February 28, 2019 | Andras Cser, Christopher McClean

    With security and privacy breaches constantly in the news, attaining budget for cybersecurity and privacy functions is not the struggle it once was. However, it's impossible to maintain a...

  • Report The Forrester Wave™: Real-Time Interaction Management, Q1 2019

    The 12 Providers That Matter Most And How They Stack Up
    February 27, 2019 | Rusty Warner

    In our 33-criterion evaluation of real-time interaction management (RTIM) providers, we identified the 12 most significant ones — Adobe, Certona, Emarsys, FICO, IBM, Infor, Kitewheel, Pegasystems,...

  • Report The State Of IT Maturity, 2018

    The Benchmark Report In The IT Transformation Playbook
    February 25, 2019 | Bobby Cameron

    Forrester surveyed nearly 10,000 global business and technology decision makers to better understand what mature technology leaders are doing to meet their firms' customer-obsessed business needs....

  • Report Digital Out-Of-Home Delivers Customers

    February 22, 2019 | Joanna O'Connell, Susan Bidel

    Digital screens bring an entirely new dynamic to out-of-home (OOH) advertising, a channel that has withstood the test of time. Digital out-of-home (DOOH) provides B2C marketers with a refreshing...

  • Report Forrester's Top Customer Experience Research Findings Of 2018

    February 22, 2019 | Rick Parrish

    Forrester's customer experience (CX) research team published more than 100 reports in 2018. In this review, we pull our most important CX findings — across a range of topics — out of those reports...

  • Report Professional Industry Analyst Relations Measurement

    Performance Management: The Industry Analyst Relations Playbook
    February 21, 2019 | Kevin Lucas

    Professional measurement is an integral part of fully professional industry analyst relations (AR); it is not optional. But AR managers get confused about who the measurements are for as well as...

  • Report The Five Essential Steps To Plan Your CX Transformation

    The Strategy Report In The CX Transformation Playbook
    February 19, 2019 | Harley Manning

    Customer experience (CX) transformations are huge, complex, and expensive. That's why, as a CX transformation leader, you need to craft a plan detailing why and how you want to transform your...

  • Report How To Build A VoC Program In Healthcare

    February 15, 2019 | Faith Adams, Arielle Trzcinski

    Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. To drive success, healthcare organizations (HCOs) must be...

  • Report Harness Marketing's Most Powerful Tool: Emotion

    New Techniques Reveal Consumers' Real Decision Process
    February 14, 2019 | Jim Nail

    Emotions are essential to marketing, experience, and loyalty but have long seemed beyond rigorous definition and quantification. But market research firms are translating recent neuroscience and...

  • Report What's New In Service Design And What It Means For CX Pros

    Highlights From The 2018 Global Service Design Conference With Forrester's Analysis
    February 13, 2019 | Karine Cardona-Smits

    What's the latest in service design, and what does it mean for customer experience (CX) professionals? Forrester attended the 2018 Service Design Global Conference in October to investigate, and we...

  • Report The Winning Way To Plan Customer Research

    Use Forrester's Customer Research Canvas To Drive The Why, What, How, And Who Of Your Research Efforts
    February 12, 2019 | Kelly Price, Gina Bhawalkar

    Although companies increasingly recognize that if they want to improve CX significantly, they can't skip customer research, Forrester consistently hears from CX pros who struggle to conduct the...

  • Report Harness Emerging Technologies To Differentiate Your Digital Business

    Advanced Level: Technology Practices For Digital Business
    February 11, 2019 | Ted Schadler, Brian Hopkins

    Digital innovators treat technology as a business asset, the underpinning of new business models. They put technology at the core of their innovation process, and harness emerging technology to...

  • Report Forrester Analytics: Luxury Retail Forecast, 2018 To 2023 (Global)

    ForecastView Document
    February 11, 2019 | Michael O'Grady, Michelle Beeson

    The personal luxury market is booming. Luxury sales grew by 6% in 2017, and online sales grew by 24%. eCommerce drove 39% of luxury sales growth in 2017, and this will rise to 59% by 2023. Digital...

  • Report Forrester Analytics: Digital Marketing Tracker, Q3 2018

    ForecastView Document
    February 8, 2019 | Brandon Verblow, Sanjeev Kumar

    Forrester's Digital Marketing Tracker provides marketers and media professionals with a quarterly update of online advertising revenue trends globally. The tracker captures revenue and user data...

  • Report Demystify Artificial Intelligence In Social Listening Platforms

    February 7, 2019 | Jessica Liu, Arleen Chien

    Artificial intelligence (AI) was the trending topic in the 2018 marketing technology landscape. Social listening platforms (SLPs) have joined the fray; vendors go to market touting their AI...

  • Report Embrace Next-Generation Digital Organization Structures

    Advanced Level: Structure Practices For Digital Business
    February 7, 2019 | Martin Gill, Jacob Morgan

    Digital innovators embrace new organizational structures. Cross-functional working is a given, but innovators go further, democratizing trust in the outside world in return for speed, inspiration,...

  • Report Kick-Start Your Digital Organization Structure

    Beginner Level: Structure Practices For Digital Business
    February 6, 2019 | Jacob Morgan, Martin Gill

    A well-organized, empowered digital business team can make or break the early stages of digital transformation. Successful digital business leaders know that building a single, central digital team...

  • Report Build Technology Platforms To Accelerate Growth And Agility

    Intermediate Level: Technology Practices For Digital Business
    February 6, 2019 | Ted Schadler, Brian Hopkins

    Digital business leaders accelerating their digital presence need to engage customers consistently along every step of their journeys, gain agility and leverage from technology platforms, and blend...

  • Report The ROI Of Privacy

    Business Case: The Customer Trust And Privacy Playbook
    February 5, 2019 | Fatemeh Khatibloo, Reggie Lau

    Organizations have traditionally focused investment and resources on preventing data breaches, but consumers are growing more aware of privacy breaches and creepy experiences. B2C marketers must...

  • Report Determine Your Data's Worth: Data Plus Use Equals Value

    Intermediate Level: Strategy Practices For Insights-Driven Businesses
    February 5, 2019 | Jennifer Belissent, Ph.D.

    As the data economy heats up, the fear of being left behind leaves company execs in a cold sweat. Board members ask about data commercialization strategies, and the question that is top of mind for...

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