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  • Report FAQ: Should We Incorporate Voice Into Our Digital Experiences Portfolio?

    Make Smart Choices Rather Than Following The Crowd
    April 18, 2019 | Julie A. Ask, Michael Facemire

    Forrester clients are increasingly interested in voice services. Why? Consumer ownership of voice-enabled devices. At the end of 2018, there were 348 million smartphones and 41.7 million smart...

  • Report Born To Chat

    Tips And Tricks From Early Chatbot Entrepreneurs
    April 2, 2019 | Julie A. Ask

    We spoke to 20 companies to assemble insights on operational best practices for firms developing products or services rooted in a conversational interface. If you're thinking about building up your...

  • Report The New Paradigm Of Retail

    Vision: The Retail eCommerce Playbook
    March 26, 2019 | Sucharita Kodali

    Omnichannel services continue to change the offers that retailers provide and the ways that consumers buy. The demands on retailers are changing in lockstep. Even as eCommerce sales grow, retailers...

  • Report Accelerate Startup Onboarding With A Risk-Tolerant Approach

    Balance Innovation And Risk When Working With Emerging Vendors
    February 20, 2019 | Oliwia Berdak, Duncan Jones

    Digital leaders keen to access cutting-edge technologies are betting on startups. But traditional, risk-averse supplier management models often prevent them from working with promising emerging...

  • Report The BATJ Firms Are Driving Digital Financial Services For All

    Baidu, Alibaba, Tencent, And JD.com Are Innovating Financial Ecosystems In China And Around The Globe
    January 3, 2019 | Meng Liu

    The financial technology (fintech) arms of Baidu, Alibaba, Tencent, and JD.com (BATJ) — four of the world's 10 largest fintech entities in 2018 — are now targeting financial services markets...

  • Report Case Study: How Carbon Redefined Customer Service In 3D Printing

    October 16, 2018 | Daniel Hong, Laura Naparstek

    Digital business professionals aspire to disrupt their industries by offering differentiated customer service experiences that drive loyalty and revenue. Carbon disrupts the already disruptive 3D...

  • 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 The State Of Voice Assistants

    August 7, 2018 | Julie A. Ask

    Conversations will evolve into a core element of digital experiences. Voice assistants have been around for years, but they primarily fetch answers to simple questions or control devices. As a...

  • Report Take An Iterative Approach To Digital Insurance Strategy

    Strategic Plan: The Digital Insurance Strategy Playbook
    May 4, 2018 | Zhi-Ying Barry

    Digital business leaders must define and execute digital insurance strategy. To do that, they must craft an action plan that examines the impact of digital on their business and then develop the...

  • Report The Sorry State Of Digital Transformation In 2018

    A Survey Of 1,559 Business And Technology Decision Makers Bears A Troubling Message Of Reluctance To Change
    April 24, 2018 | Ted Schadler

    How's your digital transformation going? What processes are you focusing on? Who's leading the transformation? What technologies are a priority? What challenges do you face? To answer these...

  • Report Top Capabilities To Accelerate Digital Transformation

    April 20, 2018 | Nigel Fenwick

    Digital business leaders understand the importance of nontechnology capabilities in sustaining digital transformation. This report highlights the fundamental capabilities necessary to sustain...

  • Report Fix Your Culture Gaps To Speed Up Digital Transformation

    Beginner Level: Culture Practices For Digital Transformation

    Culture is one of the biggest barriers to digital transformation. Many firms put it in the "too hard" basket, focusing on all the other aspects of digital transformation until they can't ignore it...

  • Report Winning The Payments War Requires Continuous Innovation

    Indian Banks Are Relying Upon Digital India To Support Their Game Plan For Payments
    February 12, 2018 | Ashutosh Sharma, Arnav Gupta

    India's government is using digital enablement programs to increase Indians' use of digital tech and transform the economy into one that uses less cash. Digital consumers give banks and financial...

  • Report Take An Iterative Approach To Digital Banking Strategy

    Strategic Plan: The Digital Banking Strategy Playbook
    January 26, 2018 | Peter Wannemacher

    Digital business leaders must define and then execute digital banking strategy. To do this, they must craft an action plan that sets out the guiding principles of the bank's digital strategy and...

  • Report Masters Of The Top Four Retail Tech Trends

    Leading Retailers Model Innovation With Customer-Focused Tech Investments
    January 18, 2018 | Brendan Witcher, Claudia Tajima

    To survive in today's competitive market, retailers are primarily investing in four key components of commerce tech: personalization, omnichannel, analytics, and digital store capabilities. But...

  • Report Keep An Eye On Baidu, Alibaba, And Tencent

    The Big Three Chinese Disruptors Are Spurring Innovation In Financial Ecosystems Around The Globe
    September 13, 2017 | Zhi-Ying Barry, Eryan Zhou

    Baidu, Alibaba, and Tencent (BAT), China's most successful and influential internet companies, have been instrumental in moving Chinese commerce from cash-heavy toward cashless. As these disruptors...

  • Report Case Study: How Emirates NBD Bank Connected Execution To Strategy

    The Bank Embarked Upon Digital Transformation And Realized Early Results
    July 26, 2017 | Zhi-Ying Barry

    Many banks stumble when it comes to executing their digital strategy on the global stage. In 2012, Emirates NBD Bank established a strategic vision and began to execute its digital transformation...

  • Report Disrupt Your Business From The Outside In

    Take A Blue-Sky Approach To Digital Innovation By Asking How Technology Can Deliver What Customers Value Most
    May 9, 2017 | Ted Schadler, Nigel Fenwick

    What would it feel like to disrupt your industry? Better than being disrupted, we'd say. In this report, we lay out a simple orientation — we call it customer obsession — to help you imagine what...

  • Report Digital Rewrites The Rules Of Business

    April 27, 2017 | Ted Schadler, Nigel Fenwick

    Digital technology dramatically improves the economics and capabilities of every business. Using hardware, software, algorithms, and the internet, it's 10-times cheaper and faster to engage...

  • Report Disrupting Finance: Crowdfunding

    Crowdfunding Provides A Viable Alternative Source Of Funding
    April 19, 2017 | Oliwia Berdak

    Crowdfunding — which is essentially online fundraising — has grown exponentially over the past few years. Hundreds of crowdfunding sites like Crowdcube, GoFundMe, and Kickstarter match people in...