29 results in Reports
 
Sort by:
Refine
  • B2C Marketing
  • Customer Experience
  • Analyst Relations
  • Application Development & Delivery
  • Market Research

Search Results

  • 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 Differentiate By Developing A Research Portfolio And Collaboration System

    Intermediate Level: Research Practices For CX Transformation
    November 28, 2018 | Kelly Price

    Getting customer research right is essential to customer experience (CX) transformation — it means performing specific activities required for understanding your customers in depth and...

  • Report Now Tech: Voice-Of-The-Customer Vendors In Asia Pacific, Q4 2018

    Forrester's Overview Of 21 Voice-Of-The-Customer Providers In Asia Pacific
    November 26, 2018 | Amit Bhatia, Faith Adams

    Customer experience (CX) professionals use voice-of-the-customer (VoC) tools to collect and analyze customer feedback, improve CX, and track the results of these improvements. But to access these...

  • Report The Metropolitan Indian Consumer Tech Stack

    Our 2018 Indian Benchmark Data Overview Shows The Four Forces Of Adoption
    November 9, 2018 | James L. McQuivey, Reineke Reitsma

    Humans were born to embrace today's technologies. In 2018, Forrester has surveyed 110,460 online adults in 20 countries to see how people embrace technology, why they use it, and what that will...

  • Report Boost Research Speed, Scale, And Experimentation For Breakaway CX

    Advanced Level: Research Practices For CX Transformation
    October 30, 2018 | Kelly Price

    Getting customer research right is essential to CX transformation — it means performing specific activities required for understanding your customers in depth and communicating that understanding...

  • Report The Six Key Steps To Instituting Good Customer Research

    Beginner Level: Research Practices For CX Transformation
    October 29, 2018 | Kelly Price

    Getting customer research right is essential to CX transformation — it means performing specific activities required for understanding your customers in depth and communicating that understanding...

  • Report The Metropolitan Chinese Consumer Tech Stack

    Our 2018 Chinese Benchmark Data Overview Shows The Four Forces Of Adoption
    October 11, 2018 | James L. McQuivey, Reineke Reitsma

    Humans were born to embrace today's technologies. In 2018, Forrester has surveyed 110,460 online adults in 20 countries to see how people embrace technology, why they use it, and what that will...

  • Report The Australian Consumer Tech Stack

    Our 2018 Australian Benchmark Data Overview Shows The Four Forces Of Adoption
    October 9, 2018 | James L. McQuivey, Reineke Reitsma

    Humans were born to embrace today's technologies. In 2018, Forrester has surveyed 110,460 online adults in 20 countries to see how people embrace technology, why they use it, and what that will...

  • Report Now Tech: Voice Of The Customer (VoC) Vendors, Q4 2018

    Forrester's Overview Of 28 VoC Providers
    October 9, 2018 | Faith Adams

    CX pros use voice of the customer (VoC) tools to collect and analyze customer feedback, inform customer experience (CX) improvements, and track the results of these improvements. But to access...

  • Report Understand Your Customers To Build Trust: Forrester's 2018 Consumer Privacy Segmentation

    Performance Management: The Customer Trust And Privacy Playbook
    October 5, 2018 | Fatemeh Khatibloo, Stephanie Liu, Gina Fleming

    As the privacy landscape evolves, consumers are more aware than ever that companies collect and use their personal data for marketing and advertising purposes. B2C marketers must understand their...

  • Report Modernize Your Customer Research

    Technologies And Techniques For Faster, Better Customer-Centric Decision Making
    October 2, 2018 | Kelly Price

    Customer experience (CX) pros know how critical research is for great experience design, but colleagues in other functions often believe research takes too much time. So they view it as a hindrance...

  • Report The European Consumer Tech Stack

    Our 2018 European Benchmark Data Overview Shows The Four Forces Of Adoption
    August 23, 2018 | James L. McQuivey, Reineke Reitsma

    Humans were born to embrace today's technologies. In 2018, Forrester has surveyed 110,460 online adults in 20 countries to see how people embrace technology, why they use it, and what that will...

  • Report Social Technographics® Reveals Who Your Social Audience Is — And How To Approach Them

    Landscape: The Social Marketing Playbook
    July 20, 2018 | Jessica Liu, Gina Fleming

    The question for B2C marketers is no longer whether your customers use social media but how you can best use social media to interact with those customers. But how well do you know your customers...

  • Report Prioritize CX Investments By Understanding Empowered Customers

    A Technographics® 360 Report
    May 29, 2018 | Anjali Lai, Margaret Rodriguez, Laura Garvin Tramm

    Customers approach your brand with unique expectations and motivations that shape their perception of the quality of your CX. Forrester's Empowered Customer Segmentation measures customers'...

  • Report Case Study: HaiDiLao Cooks The Competition With Memorable Customer Service

    Build Emotional Engagement With Authentic Human Interactions
    May 7, 2018 | Riccardo Pasto

    HaiDiLao has steadily grown its business from being a little-known restaurant brand in China to becoming the dominant chain of hot-pot restaurants across Asia. This report details some of the...

  • Report The Consumer Tech Stack

    Our 2018 US Benchmark Data Overview Reveals The Four Forces Of Adoption
    April 5, 2018 | James L. McQuivey, Gina Fleming

    Humans were born to embrace the technologies we track. Coming into 2018, Forrester surveyed 110,460 online adults in 20 countries to see how much people of every type embrace technology, why they...

  • Report Millennials Drive The Sharing Economy

    North American Consumer Technographics®
    January 29, 2018 | Jonathan Winkle

    The sharing economy — peer-to-peer platforms that provide access to shared goods and services — is firmly established and poised to grow to an estimated $335 billion in the US by 2025. Millennials...

  • Report Introducing Forrester's Consumer Privacy Segmentation — EU

    January 25, 2018 | Enza Iannopollo, Gina Fleming

    In this report, we apply Forrester's Consumer Privacy Segmentation to our Empowered Customer Segmentation in the EU-5 — France, Germany, Italy, Spain, and the UK — to understand how privacy...

  • Report Facebook Loses Ground Among US Online Youth

    A North American Consumer Technographics® Report
    December 12, 2017 | Anjali Lai

    In the race to win and sustain the attention of US youth, Facebook is falling behind. Our analysis of trended behavioral and attitudinal data reveals that young consumers increasingly engage with a...

  • Report The State Of Empowered Customers And Technology: Benchmark 2017, Global

    Global Consumer Technographics®
    October 6, 2017 | Anjali Lai

    Consumer behaviors and expectations are rapidly evolving, but the rate of change differs across the globe. And while similar attitudes drive the most empowered customers, their device usage varies...

  • Report Voice Of The Customer Vendor Landscape, 2017

    Twenty-Nine VoC Vendor Profiles Will Kickstart Your Selection Process
    September 5, 2017 | Maxie Schmidt-Subramanian

    Companies use voice-of-the-customer (VoC) programs to collect and analyze customer feedback, inform customer experience (CX) improvements, and track the results of those improvements. To manage the...

  • Report The State Of Empowered Customers And Technology: Benchmark 2017, US

    North American Consumer Technographics®
    August 10, 2017 | Reineke Reitsma

    For the first time, we present an annual report that shows the impact of technology on US empowered customers' attitudes, behaviors, and expectations, based on the Forrester Data Consumer...

  • Report How To Advertise To Consumers Who Hate Ads

    Create Customer-Obsessed Advertising By Making Ads That Are Human, Helpful, And Handy
    July 21, 2017 | Jim Nail, Drew Green

    With advertisers struggling against ad blocking, cord cutting, and fragmented audiences, the ad industry seems doomed. But while these trends are factual and challenging, they are not necessarily...

  • Report How To Run A Co-Creation Journey Mapping Workshop

    Discover CX Improvements By Understanding Customer Behaviors And Emotions
    July 13, 2017 | Riccardo Pasto

    Firms struggle to produce complete, actionable customer insights because they don't invest in qualitative research on their customers. With co-creation journey mapping, customer experience (CX)...

  • Report Use Co-Creation Journey Mapping To Improve Your Customer Research

    Engage Customers In Storytelling And Visualization Activities To Understand Their Behaviors And Emotions
    July 10, 2017 | Riccardo Pasto

    Research-based customer understanding is the foundation of a great customer experience (CX). Performing research directly with customers is essential to truly understanding their needs,...