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  • Report Deep Learning: An AI Revolution Started For Courageous Enterprises

    AD&D Pros Can Develop Applications That Can See, Understand, Talk, And Learn

    Deep learning is a revolution started. A revolution because it allows enterprises to create predictive models with uncanny accuracy on previously hard-to-analyze data such as images, voice, and...

  • Report The Singapore Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    August 29, 2018 | Tom Mouhsian, Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In our inaugural Singapore Customer Experience Index (CX Index) report, we reveal the complete rankings...

  • Report The Top 14 Hacks For Your CX Business Case

    Nail The Mechanics Of Your ROI Model And Compel Executives To Invest In CX
    August 24, 2018 | Maxie Schmidt-Subramanian

    In a recent survey, only 14% of CX professionals strongly agreed that the return on investing in CX is well established in their firms. To be fair, that's partly because building a compelling CX...

  • Report The Forrester Tech Tide™: Experience Design, Q3 2018

    Nineteen Technologies Underpin Experience Design

    Experience design (XD) is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in XD, companies are evaluating and adopting a range of...

  • Report Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    August 21, 2018 | Ian Jacobs, Kate Leggett

    Customer service leaders can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer...

  • Report The Forrester Wave™: Social Listening Platforms, Q3 2018

    The 10 Providers That Matter Most And How They Stack Up
    August 21, 2018 | Jessica Liu, Arleen Chien

    In our 40-criteria evaluation of social listening platforms, we identified the 10 most significant ones — Brandwatch, Crimson Hexagon, Digimind, Linkfluence, NetBase, Sprinklr, Synthesio, Sysomos,...

  • Report The Financial Payback For Marketing Measurement

    Business Case: The Marketing Measurement And Insights Playbook
    August 15, 2018 | Jim Nail, Michelle Bishop

    As marketers are increasingly held accountable for the financial returns of their efforts, they need sophisticated measurement that accurately apportions credit to the myriad touchpoints in a...

  • Report Design Better CX Surveys With This Checklist

    Assess CX Surveys On 30 Criteria For Higher-Quality Data And Better Respondent Experiences
    August 8, 2018 | Maxie Schmidt-Subramanian

    Poorly designed customer experience (CX) surveys don't produce useful results but do create bad customer experiences. This report includes a downloadable checklist that helps CX professionals...

  • Report Now Tech: Digital Decisioning Platforms, Q3 2018

    Forrester's Overview Of 28 Digital Decisioning Platform Providers
    August 2, 2018 | John R. Rymer, Mike Gualtieri

    Application development and delivery (AD&D) pros can use digital decisioning platforms to make customer operations quick, smart, and personal. How? By automating decisions that lead to actions to...

  • Report Customer-Obsessed Marketing Demands Unified Measurement

    Vision: The Marketing Measurement And Insights Playbook
    July 19, 2018 | Tina Moffett, Jim Nail

    Today's increasingly complex media environment means once-reliable marketing performance measurement techniques, such as marketing mix and attribution models, fail to properly credit marketing...

  • Report Now Tech: Marketing Measurement And Optimization In Asia Pacific, Q3 2018

    Forrester's Overview Of 12 Marketing Measurement And Optimization Solution Providers
    July 11, 2018 | Xiaofeng Wang

    Marketers use marketing measurement and optimization solutions to guide data-driven strategy, enable predictive planning, and capture cross-channel insights. But to access these benefits, you'll...

  • Report Embrace A Unified Marketing Measurement Standard

    Executive Overview: The Marketing Measurement And Insights Playbook
    July 2, 2018 | Jim Nail, Tina Moffett

    Marketers must change their attitude toward measurement: away from passively reviewing post-campaign reports and toward actively analyzing those past results to guide future plans. To make this...

  • Report The US Luxury Auto Manufacturers Customer Experience Index, 2018

    How US Luxury Auto Manufacturers Earn Loyalty With The Quality Of Their Experience
    June 20, 2018 | Brendan Miller, Alex Causey

    How well do leading luxury auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven luxury auto brands that we analyzed as part of the...

  • Report The US Brokerage Customer Experience Index, 2018

    How US Brokerage And Investment Firms Earn Loyalty With The Quality Of Their Experience
    June 20, 2018 | Alyson Clarke, August Du Pont

    How well do leading brokerages and investment firms earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 23 brokerage and investment brands...

  • Report The US Auto And Home Insurers Customer Experience Index, 2018

    How US Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience

    How well do leading auto and home insurers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 insurers that were analyzed as part of...

  • Report The US Mass Market Auto Manufacturers Customer Experience Index, 2018

    How US Mass Market Auto Manufacturers Earn Loyalty With The Quality Of Their Experience
    June 20, 2018 | Brendan Miller, Alex Causey

    How well do leading mass market auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of the 15 mass market auto brands that were...

  • 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 The US Multichannel Retailers Customer Experience Index, 2018

    How US Multichannel Retail Brands Earn Loyalty With The Quality Of Their Experience
    June 19, 2018 | Sucharita Kodali, Alex Causey

    How well do leading multichannel retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 42 multichannel retailer brands that were...

  • Report The US Digital Retailers Customer Experience Index, 2018

    How US Digital Retail Brands Earn Loyalty With The Quality Of Their Experience
    June 19, 2018 | Sucharita Kodali, Alex Causey

    How well do leading digital retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of 11 digital retail brands that we analyzed as part of the...

  • Report The US Health Insurers Customer Experience Index, 2018

    How US Health Insurers Earn Loyalty With The Quality Of Their Experience
    June 19, 2018 | Faith Adams, William Willsea

    How well do leading health insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 17 health insurance brands that were...

  • Report The US Banking Customer Experience Index, 2018

    How US Banks Earn Loyalty With The Quality Of Their Experience

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 18 multichannel banks and 10 direct banks that were analyzed...

  • Report The US Federal Customer Experience Index, 2018

    How US Federal Government Agencies Drive Mission Performance With The Quality Of Their Experience
    May 31, 2018 | Rick Parrish, Margaret Rodriguez

    The White House requires federal agencies to provide customer experiences that are comparable to those of leading private sector organizations. In this report, we measure agencies' progress toward...

  • Report Now Tech: Social Listening Platforms, Q2 2018

    Forrester's Overview Of 31 Social Listening Platform Providers
    May 24, 2018 | Jessica Liu

    You can use social listening platforms to accomplish messaging optimization, market research, and product innovation using social media data. But to access these benefits, you'll first have to...

  • Report Four Questions CX Pros Should Ask — But Usually Don't — When Evaluating VoC Vendors

    Questions To Help Guide Your Vendor Selection Process
    May 11, 2018 | Faith Adams

    CX pros use voice of the customer (VoC) platforms to listen to their customers, interpret the data, guide action, and monitor ongoing progress. But a crowded marketplace with fuzzy boundaries...

  • Report Root Your CX Vision In Your Brand

    Brands Must Keep Their Promises With CX
    April 26, 2018 | Ryan Hart, Dipanjan Chatterjee

    Forrester predicted in 2018 that brands that own their values will break away from those that merely borrow them. This means that companies that deliver authentic brand-anchored experiences will...

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