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  • Report How To Scale Your Design Organization

    October 18, 2018 | Gina Bhawalkar

    Firms are investing in experience design (XD) now more than ever. Why? Because they recognize the business value of 1) designing their products and services better and 2) applying design expertise...

  • Report Now Tech: B2B Analytics And Measurement Providers, Q4 2018

    Forrester's Overview Of 29 B2B Analytics And Measurement Providers
    October 18, 2018 | Allison Snow

    You can use B2B analytics and measurement solutions to gain insights, help grow the business, manage performance, and monitor customer health. But to access these benefits, you'll first have to...

  • Report RCS: More Myth Than Magic — For Now

    RCS Could Accelerate Convergence Of Notifications And Conversations
    October 15, 2018 | Julie A. Ask, Mike Chirokas

    Notifications simplify experiences for consumers by allowing brands to push out text, images, files, app fragments, and more based on real-time context. However, the only fully interoperable...

  • Report The Forrester Wave™: B2B Marketing Automation Platforms, Q4 2018

    The Six Providers That Matter Most And How They Stack Up
    October 15, 2018 | Lori Wizdo

    In our 36-criteria evaluation of B2B marketing automation platform (MAP) providers, we identified the six most significant ones — Act-On Software, bpm'online, Marketo, Oracle, Salesforce, and SAP —...

  • Report Connect Banking Prospects With Human Help To Drive Sales

    Digital Feature Fix: Offer Prospects Both Self-Service And Human Help
    October 12, 2018 | Alyson Clarke, August Du Pont

    A common pitfall on banks' sales sites and mobile apps is that it can be difficult or even impossible for prospects to get human assistance when researching and buying a product. Switching to a...

  • 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 Everyone Uses Social Media; Few Know If It Works

    Benchmarks: The Social Marketing Playbook
    October 11, 2018 | Jessica Liu, Melissa Parrish

    Social media is no longer a new tool in the marketer's toolbox, but how brands use it is progressing far more slowly than innovations in social networks and platforms. This report reveals how B2C...

  • Report Complement Your EMSS With Best-Of-Breed Point Solutions

    October 11, 2018 | Rusty Warner

    B2C marketers must integrate enterprise marketing technology (EMT) components from multiple vendors to assemble their own unique EMT ecosystems. Working with enterprise marketing software suite...

  • Report Storytelling And Data Visualization Will Turbocharge Insights-Driven Action

    Beginner Level: People Practices For Insights-Driven Businesses
    October 10, 2018 | Cinny Little

    Despite continuous investment, customer insights (CI) professionals' data and insights practices aren't keeping up with the expectations of device-hopping customers. The fix: To remain competitive,...

  • 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 Gauge Your Innovation Capability Maturity

    Assessment: The Innovation And Emerging Technology Playbook
    October 9, 2018 | Dan Bieler

    Business leaders recognize that developing and maintaining robust innovation capabilities is key to their companies' success in the digital era — because innovation addresses customers' and...

  • Report Turn B2B Customer Goodwill Into Gold

    Use Four Advocate Marketing Personalities To Set Your Customer Engagement Strategy And Deliver Positive Outcomes
    October 3, 2018 | Laura Ramos, Matthew Camuso

    Creating disjointed customer programs to tactically address demands for references, evidence, and feedback ends up confusing customers, burning them out, or creating less-than-ideal experiences....

  • Report Moments: Maturity Framework

    Leverage The Learnings Of Pioneers To Evolve Your Mobile Messaging Tactics And Capabilities
    October 3, 2018 | Julie A. Ask

    Future experiences will be right-sized, contextual, and pushed out to consumers in their specific moments of need. Today's well-executed mobile messages most closely resemble future experiences....

  • Report A Cautionary Tale: Why Digital Monopolies Need Strong CX Too

    Weak Customer Experiences Threaten Grab's Dominance In Singapore
    October 3, 2018 | Tom Mouhsian, Dane Anderson

    When Uber exited Southeast Asia in exchange for a 27.5% stake in homegrown digital darling Grab, few questioned the bright future that lay in store for Grab. But the three months since the merger...

  • 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 Case Study: How Emirates NBD Made Every Day CX Day

    Your Blueprint For Turning The Annual CX Day Celebration Into A Culture Change Catalyst
    October 2, 2018 | Samuel Stern

    At its best, CX Day is a celebration of both a firm's customers and its commitment to serving them. But CX Day is just one day. The real challenge is transforming that day's excitement and...

  • Report Demystifying The Language Of CX And UX

    Essential Definitions For Your Execs To Avoid Making Misguided Strategic Decisions About CX And UX
    October 2, 2018 | David Truog

    CX and UX pros can't go it alone — you need your colleagues to be onboard, to deliver the right experiences to your customers. The foundation for this is a shared understanding of what you're...

  • Report Don't Let Government Derail Your Customer Experience Innovation

    Six Ways That CX Pros Can Drive The Conversation On Government Relations And Customer Experience
    October 2, 2018 | TJ Keitt, Rick Parrish, Enza Iannopollo

    In the race to create great customer experience (CX), companies are pushing the envelope on data collection, employment practices, product classifications, and more. Many of these innovations...

  • Report Supercharge Your Journey Mapping

    Combine Divergent And Convergent Approaches For Great CX

    Some companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like...

  • Report Real Conversational Interfaces

    Most Chatbots And Voice Interfaces That Claim To Be Conversational Are Not
    October 2, 2018 | Jennifer Wise, Andrew Hogan, Allegra Burnette

    Interfaces that let people use natural language — from chatbots based on typing and reading to voice interfaces based on speaking and listening — are wildly popular but wildly immature: They're...

  • Report Optimize Customer Experience With A Digital Intelligence Business Case

    Business Case: The Digital Intelligence Playbook
    October 1, 2018 | Cinny Little, James McCormick

    Today's digital analytics practices are advancing their ability to take actions on insights about customers' digital behavior. But that's not enough: Customers' expectations continue to change...

  • Report Notifications: Build Your Best Practices

    A Step-By-Step Guide To Notification Excellence
    September 28, 2018 | Julie A. Ask

    Digital business professionals can learn how to master notifications in part by benchmarking competitors and other leaders. A pure "monkey see, monkey do" philosophy will fall short. Digital...

  • Report Convert B2B Customer Passion Into Value Through Advocacy

    Focus On People, Not Companies, To Increase Buyer Engagement
    September 28, 2018 | Laura Ramos, Matthew Camuso

    Peer testimony and validation are powerful B2B marketing tools. The growth in social, mobile, and subscription-based business models now make customer influencers even more important. Read this...

  • Report The Forrester Banking Wave™: Global Mobile Apps Summary, 2018

    Mobile Banking Leaders Keep Raising The Bar On Functionality And User Experience

    Mobile apps have become the touchpoint of choice for millions of people to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering...

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