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  • Report Australian Consumers Are Warming Up To Digital Financial Services Firms

    August 19, 2019 | Zhi-Ying Barry

    Disruption in the Australian financial services sector is accelerating. More digital banks and superannuation firms have entered the market in the past year — all aiming to grab market share from...

  • Report Four Steps To Add Social Media To Your Marketing Strategy

    Road Map: The Social Marketing Playbook
    August 12, 2019 | Jessica Liu, Melissa Parrish

    When pursuing social marketing, many marketers prioritize channel decisions (e.g., "Where should my brand be on social media?") over understanding if and how they can help their consumers while...

  • Report The State Of Social Advertising

    Rapid Growth Belies Consumer, Advertiser, And Technology Conflicts
    June 19, 2019 | Jessica Liu, Brandon Verblow

    Social advertising is commanding an ever-increasing portion of B2C marketers' media buys. Despite this growth, stakeholders in the social advertising ecosystem — consumers, advertisers, and...

  • Report Retailers Are Starting To Reap The Rewards Of Omnichannel Commerce

    Landscape: The Omnichannel Commerce Playbook
    April 29, 2019 | Michelle Beeson

    Because customer expectations are so high, digital business professionals are investing heavily in customer-facing and back-end technology to deliver great experiences. This report analyzes...

  • Report The Future Of The Digital Store

    Vision: The Digital Store Playbook
    April 23, 2019 | Fiona Swerdlow

    Today's empowered customers use multiple digital devices to engage with brands and retailers on their own terms while shopping in-store. At the same time, new technologies are transforming retail...

  • Report The Extended Reality Opportunity Today: Your Employees

    Consumers Aren't Ready For Augmented, Virtual, Or Mixed Reality Yet — But Your Workforce Is
    April 4, 2019 | Jennifer Wise, Samuel Stern

    The hype keeps growing about extended reality (XR) — virtual, augmented, and mixed reality (VR, AR, and MR). But the legions playing AR-enabled Pokémon Go that seemed to herald the zombie...

  • Report The UK Retail Customer Experience Index, 2018

    How UK Retail Brands Earn Loyalty With The Quality Of Their Experience
    March 12, 2019 | Michelle Beeson, Alex Causey

    How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 14 UK multichannel retailers and four UK digital...

  • Report The France Retail Customer Experience Index, 2018

    How French Retail Brands Earn Loyalty With The Quality Of Their Experience
    March 11, 2019 | Michelle Beeson, Alex Causey

    How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 15 French multichannel retailers and four French digital...

  • Report Beyond The Map With Location Intelligence

    Stop Staring At Maps: Use Modern Location Data And Technologies To Act At The Speed Of Customer Obsession
    January 10, 2019 | James McCormick, Emily Miller

    The opportunity to analyze your business and customers' location information has shifted up a gear from the niche and static map-based use cases of the past. Firms now have access to unprecedented...

  • 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 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 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 The Future Of Omnichannel Advertising Must Be Customer Obsessed

    Vision: The Omnichannel Advertising Playbook
    June 4, 2018 | Joanna O'Connell, Susan Bidel

    Advertising is a decades-old revenue engine for brands, but it's gone off the rails in an era of data and technology obsession. Little understanding of consumer ad sentiment and too much short-term...

  • 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 Answers To Common Questions About Forrester's Customer Experience Index

    Frequently Asked Questions About The CX Index Methodology, Business Impact Simulator, And Benchmark Study
    April 19, 2018 | Rick Parrish, Roxana Strohmenger

    Companies need a way to measure changes in the quality of their customer experience (CX), understand how it compares to competitors' CX, and prioritize improvements that will grow revenue....

  • 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 Get Emotion Right In Your Brand's Digital Marketing

    Start With Mobile, Chatbots, And Conversational Interfaces
    March 5, 2018 | Thomas Husson

    Marketers need to rethink how their brand conveys emotion beyond the confines of TV advertising. Mobile touchpoints like messaging apps and conversational interfaces, such as intelligent agents and...

  • Report Omnichannel Mastery: Optimize Fulfillment And Engagement

    Continuous Improvement: The Omnichannel Commerce Playbook
    February 5, 2018 | Brendan Witcher

    Omnichannel fulfillment capabilities — the ability to offer the customer cross-channel visibility and ordering options — have become standard offerings for leading retailers. Many started by...

  • 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 Customer Advocacy 2017: How Advocating For Customers Helps Financial Firms Drive Loyalty

    US Customers Rate Their Banks, Credit Card Providers, Insurers, And Wealth Management Firms On Advocacy And Future Purchase Intent
    January 3, 2018 | Alyson Clarke, Mike Chirokas

    Customer advocacy — customers' perception that a firm does what's best for them, not just what's best for the firm's own bottom line — is a key driver of loyalty and future purchase intent at...

  • 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...