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  • Digital Customer Experience
  • Jennifer Wise

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  • Webinar The Essentials Of Voice, 2019

    Tuesday, September 24, 2019, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Julie A. Ask, Ian Jacobs, Jennifer Wise

    Firms place too much cognitive load on consumers in the context of digital experiences. Conversational interfaces offer one opportunity to lighten this load by allowing consumers to use natural...

  • Webinar The Essentials Of Chat, 2019

    Tuesday, September 17, 2019, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Julie A. Ask, Ian Jacobs, Jennifer Wise

    Firms place too much cognitive load on consumers in the context of digital experiences. Conversational interfaces offer one opportunity to lighten this load by allowing consumers to use natural...

  • Report Simplify Insurance Customer Journeys By Improving Search

    Digital Feature Fix: Use Search To Help Digital Insurance Customers Navigate And Take Action

    Our Forrester Industry Wave™ evaluations of insurance sites and apps often reveal that these sites miss key content, features, or functions that customers need to complete their goals. A common...

  • Report Digital CX Trends, 2019

    Digital CX And Human-Centered Experience Design Align — At Last

    Digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, customer experience (CX) pros and their companies can no longer take a...

  • Webinar Master Digital Voice Experience

    April 9, 2019 | Jennifer Wise

    Voice-based digital experiences are all the rage, with consumers using remotes, cars, speakers, and even microwaves that listen and/or talk. Companies that want to leverage this new touchpoint are...

  • 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 Digital CX Trends, 2018

    Landscape: The Digital Customer Experience Improvement Playbook

    In our 2017 edition of this digital CX trends report, Forrester identified how technology was advancing user interfaces by adding AI enablers and how innovation labs and employee tools that support...

  • Report The Forrester Life Insurance Wave™: US Sales Websites, Q2 2018

    US Life Insurers Disappoint With Weak Digital Guidance
    April 18, 2018 | Ellen Carney, Jennifer Wise

    Digital touchpoints are supplementing and sometimes displacing traditional sales touchpoints like advisors as customers research and then buy life insurance. To see how helpful they are to...

  • Report The Forrester Life Insurance Wave™: Canadian Sales Websites, Q2 2018

    Life Insurance Websites Reflect Sales Models — Not Customer Goals
    April 10, 2018 | Ellen Carney, Jennifer Wise

    Digital touchpoints are supplementing and sometimes displacing traditional sales touchpoints like advisors as customers traverse online and offline paths in their life insurance purchase journeys....

  • Report North American Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 11 Mobile Banking Apps
    November 17, 2017 | Andrew Hogan, Alex Causey, Jennifer Wise

    For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are North American mobile banking apps...

  • Report The Forrester Retail Wave™: US Mobile Web, Q4 2017

    The Functionality And Usability Gap Widens Among Top Retailers' Mobile Websites
    October 26, 2017 | Brendan Miller, Jennifer Wise

    The mobile web is becoming many retailers' most visited digital channel, yet it converts at an average of just 1% — less than both desktop web and mobile apps. To increase mobile web conversion,...