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  • Omnichannel Customer Experience

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  • Report How The Home Depot Became A Digital Powerhouse

    Omnichannel Strategy And In-House Talent Created The Top-Ranked Mobile App And A "Digital-Plus-Physical" Culture
    July 19, 2019 | Allen Bonde, Mike Chirokas

    The Home Depot was the top Leader in The Forrester Retail Wave™: US Mobile Apps, Q1 2019, ahead of other digital leaders like Target and Sephora. So, how did it accomplish this? This report...

  • Report The Top Retail Technology Investments In 2019

    Retailers Must Distinguish Hot From Hype In Tech Investments
    July 9, 2019 | Brendan Witcher

    We interviewed more than 40 industry professionals to understand the areas of retail initiatives they are investing in this year. This report gives digital business professionals insights into...

  • Report The Omnichannel Maturity Assessment

    Assessment: The Omnichannel Commerce Playbook
    June 24, 2019 | Brendan Witcher, Claudia Tajima

    Supporting an omnichannel fulfillment program is table stakes in retail today. Organizations need to assess their omnichannel maturity to understand their current state and compare it with their...

  • Report The 3D Connected Consumer In 2019

    Create A Portfolio Of Experiences That Maps To How Your Customers Connect
    June 20, 2019 | Julie A. Ask

    Three dimensions — devices, platforms, and channels — now define how connected consumers are, and brands must serve their customers wherever they are in these complex ecosystems. Digital business...

  • Report The Forrester Wave™: Customer Service Solutions, Q2 2019

    The 12 Providers That Matter Most And How They Stack Up
    June 18, 2019 | Kate Leggett

    In our 33-criterion evaluation of customer service solution providers, we identified the 12 most significant ones — Appian, bpm'online, Freshworks, Microsoft, Oracle, Pegasystems, Salesforce, SAP,...

  • Report Now Tech: Omnichannel Media Management, Q2 2019

    Tools And Technology: The Omnichannel Advertising Playbook
    June 14, 2019 | Joanna O'Connell

    An omnichannel media management approach can improve business performance, boost operational efficiency, and deliver better consumer experiences. But to realize these benefits in today's fragmented...

  • Report Case Study: Luxasia Builds An Omnichannel Platform For Luxury Brands In Asia Pacific

    How A Traditional Retailer Reinvented Its Business Into A Platform Business Model
    May 20, 2019 | Frederic Giron

    Luxasia is transforming itself from a brick-and-mortar distributor of luxury products into a platform business that luxury brands use to foster relationships with customers and grow their business...

  • Report How To Modernize Digital Customer Self-Service

    Three Steps To Improving And Scaling Experiences For The Future
    May 3, 2019 | Kate Leggett

    Customers increasingly use self-service as the first point of contact with customer service organizations. Positive self-service experiences lead to more satisfied and engaged customers. They also...

  • 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 Mastering The Art Of Omnichannel Retailing

    Executive Overview: The Omnichannel Commerce Playbook
    April 25, 2019 | Brendan Witcher

    Digital business leaders know that many customers use a variety of digital and physical touchpoints as they move along the path to purchase. This complexity creates challenges for retailers as they...

  • 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 Design Your Digital Store Blueprint For Customer Impact

    Road Map: The Digital Store Playbook
    March 29, 2019 | Michelle Beeson

    The store is changing rapidly as new technologies appear, older technologies evolve, and others become mainstream, including click-and-collect, Wi-Fi, and mobile point of service (mPOS). The...

  • Report B2C Sets The Standard For B2B

    Road Map: The B2B eCommerce Playbook
    January 9, 2019 | Allen Bonde

    Science-fiction writer William Gibson once said, "The future has already arrived; it's just not evenly distributed yet." Some B2B enterprises have been selling online for years, but most are new to...

  • Report Trailblazers Of The Top Five Retail Tech Trends

    Leading Retailers Invest In Tech For Customer Experience And Operational Excellence
    January 2, 2019 | Brendan Witcher, Claudia Tajima

    Retailers must carefully invest to compete in a growing retail market that is rife with digitally savvy competitors. They are primarily investing in five key commerce tech areas: omnichannel,...

  • Report Retailers: Extend Omnichannel Capabilities To The Customer, Not Just Operations

    Benchmarks: The Omnichannel Commerce Playbook
    December 19, 2018 | Michelle Beeson

    Forrester's 2018 Retail Omnichannel Capabilities Assessment benchmarked eight leading European retailers and two in the US to help digital business executives understand how their omnichannel...

  • Report How US Online Consumers Research And Buy Credit Cards, 2018

    Online Capabilities Are Crucial To The Purchase Journey
    November 1, 2018 | Alyson Clarke

    Credit cards remain the top-selling financial product in the US. Digital touchpoints play a key role for prospects during the purchase journey, making the actions of digital teams crucial to...

  • Report The Forrester Wave™: Cloud Contact Centers, Q3 2018

    The 11 Providers That Matter Most And How They Stack Up
    September 25, 2018 | Art Schoeller

    In our 32-criterion evaluation of cloud contact center providers, we identified the 11 most significant ones — 8x8, Aspect, Avaya, Cisco, Enghouse Interactive, Five9, Genesys, NewVoiceMedia, NICE...

  • Report Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    August 21, 2018 | Ian Jacobs, Kate Leggett

    Customer service leaders can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer...

  • Report When And How To Start The Shift To Omnichannel Content

    August 13, 2018 | Ryan Skinner

    Marketers must abandon the content mindset of "do more, better." In 2018, the goal must be to "do smarter." Customers demand content that better answers their unique needs. Businesses demand more...

  • Report Embrace Continuous Improvement To Power Customer Service Operations

    Continuous Improvement: The Contact Centers For Customer Service Playbook
    August 3, 2018 | Kate Leggett, Art Schoeller

    Companies struggle to deliver effective, personal customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D) pros can improve customer...

  • Report The 3D Connected Consumer

    The Combination Of Devices, Platforms, And Channels Redefines How Connected Consumers Are
    August 1, 2018 | Julie A. Ask, Gina Fleming, Adrian Chapman

    Historically, internet speed and device type have defined how connected consumers are. This representation is too simplistic today. Three dimensions — devices, platforms, and channels — now define...

  • Report Design Your Contact Center To Be Customer-Centric

    Strategic Plan: The Contact Centers For Customer Service Playbook
    July 30, 2018 | Art Schoeller

    As enterprises strive to offer better customer experience (CX), they must incorporate organizational and operational change into contact center architectural design. Companies must establish...

  • Report Create An Omnichannel Advertising Strategy Centered On Customer Experience

    Executive Overview: The Omnichannel Advertising Playbook
    July 26, 2018 | Joanna O'Connell, Susan Bidel, Arleen Chien

    B2C marketers need to embrace omnichannel advertising strategies to orchestrate connected experiences that drive better results. How? By adopting a customer-obsessed planning and buying strategy...

  • Report Five Practices To Succeed With Your Retail eCommerce Strategy

    Processes: The Retail eCommerce Playbook
    July 25, 2018 | Sucharita Kodali

    Retail eCommerce has over two decades of experience under its belt, so digital retail businesses at all maturity stages have a fairly established set of best practices to follow. This report helps...

  • Report Make Omnichannel Real In B2B Commerce

    Business Case: The B2B eCommerce Playbook
    July 20, 2018 | John Bruno

    Disruption is turning B2B buying and selling on its head. Quick and efficient B2C buying journeys have reshaped B2B buyers' expectations. We've known for years that buyers prefer to self-serve, but...