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  • Forum CX SF 2019

    The Rise of XD: Master the New Art (and Science) of Experience Design
    October 17, 2019 | San Francisco | Andrew Hogan

    Just what we need: another abbreviation. But this one is for real. Experience design — or XD — is rapidly emerging as the discipline to rule them all. If exceptional CX is the goal, XD...

  • 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 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 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 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 Investment Management Apps Are Failing Mainstream, Younger US Investors

    Incumbents Risk Losing Millennial Investors Over Lack Of Comprehensive Financial Guidance In Mobile Offerings
    December 26, 2017 | Davis Janowski

    Many traditional investment management firms have felt little pressure to develop their mobile apps to include holistic advice features. This makes sense to a point: Incumbent firms' best clients...

  • 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 Best Practices In US Mobile Investing Functionality

    The Industry Has Far To Go To Meet The Holistic Needs Of Younger Investors
    December 7, 2017 | Davis Janowski

    With expectations rising and substantial business at stake in landing and retaining 87 million US Millennial investors, digital wealth management teams know they need to improve their portfolios of...

  • 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 Luxury Brands: Delight Digitally Savvy Customers With Experiences As Luxurious As Your Brand

    Switch From Brand Obsession To Customer Obsession
    September 28, 2017 | Michelle Beeson

    Luxury brands risk losing control of their direct customer commerce relationships to online multibrand powerhouses like Net-a-Porter, which is now part of Yoox Net-a-Porter Group. To avoid broader...

  • Report How Empowered Customers Harness The Power Of Mobile

    North American Consumer Technographics®
    September 26, 2017 | Anjali Lai

    Consumers are becoming empowered — and the increasingly complex range of devices that they use fuel this sense of empowerment. The mobile phone, along with subsequent devices like tablets and...

  • Report Opportunities For Automatic Replenishment

    Forrester Data North American Consumer Technographics®
    August 29, 2017 | Lauren Brown

    With increasingly busy schedules and limited free time, US online consumers are looking to retailers to make shopping faster and more seamless. And retailers have begun to look to alternative...

  • 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 The State Of Consumers And Technology: Benchmark 2017, US

    North American Consumer Technographics®
    June 28, 2017 | Gina Fleming

    This report is our annual overview of the impact of technology on US consumers' attitudes, behaviors, and expectations in a rapidly changing world, based on the Forrester Data Consumer...

  • Report Cultural Bias In CX Studies: Real, But Not As Relevant As You Think

    Quantifying Cultural Bias In Customer Experience
    April 12, 2017 | Kyle Steinhouse

    Improving customer experience (CX) is a vital business priority. But for global brands, measuring and reporting CX can be tricky. Are intercountry differences in CX metrics due to cultural biases...

  • Report Adopt An App+ Strategy

    Tools and Technology: The Mobile eBusiness Playbook
    April 11, 2017 | Julie A. Ask, Michael Facemire

    Your best customers typically prefer your app over your mobile website but depend on both. But even your biggest fans spend far more time in other firms' apps, and as a result, you own too few of...

  • Report How US Online Consumers Approach Their Healthcare

    Consumer Technographics® Data Snapshot
    April 11, 2017 | Elizabeth Velasquez, Sam Bishop

    Many US consumers face new choices and responsibilities for their health insurance. As health plans become increasingly complex, consumers need to merge their understanding of health insurance with...

  • Report Empowered Customers Demand Contextual Privacy

    A North American Consumer Technographics® Report
    April 6, 2017 | Anjali Lai, Gina Fleming, Fatemeh Khatibloo

    Your consumers are ready for (if not demanding) innovation more than ever before — but they won't blindly embrace experiences at the expense of their data privacy. Instead, increasingly empowered...