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• Report How 29 Companies Adjusted Policies To Help Customers During The COVID-19 Outbreak

  Creating New Standard Operating Practices For Business As Unusual

  April 21, 2020 | Judy Weader, Rick Parrish

  Crisis reveals character. Right now, businesses are showing their character as they respond to unprecedented change in near real time. As governments order whole sectors to shut down, customer...

• Report Guide: How To Use The Moments Index

  Use Forrester's Moments Index To Make Smart DX Channel Choices

  March 9, 2020 | Julie Ask, Angelina Gennis

  Commerce companies must take a methodical, quantified approach to understand how their customers use, and prefer to use, their services on a host of devices, platforms, and channels. That analysis...

• Report The CMO's Guide To CES 2020

  Once A Tech Show, CES Is Now About Experience

  February 4, 2020 | Dipanjan Chatterjee

  CES is as much about brands and customer experience as it is about technology. Read this report to lock in on the most important CMO lessons from this year's event.

• Report The State Of US Consumers And Technology, 2019

  Increasingly Intimate Technologies Spark The Next Mind Shift

  November 8, 2019 | Anjali Lai

  Today's abundance of technology means that consumers idealize digital detoxes and device retreats, but our data proves that their willingness and capacity to adopt and use more technology is still...

• Report Predictions 2020: The Internet Of Things

  IoT Will Propel Smart Displays, 5G, Product Ransomware Attacks, Supply Chains, And New Business Models

  November 1, 2019 | Frank Gillett, Michele Pelino, Paul Miller

  This report shares Forrester's five 2020 predictions to help CIOs and their business counterparts tackle the rapidly changing internet-of-things (IoT) landscape to deliver and enable connected...

• Report Predictions 2020: The Customer In 2020

  Consumer Pressure To Put Idealistic Values Into Action Forces Brands To Evolve Their Purpose

  October 28, 2019 | James McQuivey, PhD, Anjali Lai

  CMOs have been racing to invent content and experiences that are novel, delightful, hyper-personalized, memorable (if not viral), and delivered at the perfect moment to consumers' ever-shrinking...

• Report Forrester's Moments Index

  Quantify Your Customer Engagement To Optimize Your Digital Experience Portfolio

  October 17, 2019 | Julie Ask

  Consumers are more connected than ever, but brands lack a nuanced understanding of how their consumers use digital experiences. As a result, they struggle to prioritize designing, building, and...

• Report Forrester Infographic: The State Of Voice Assistants, 2019

  An Overview Of Consumer And Enterprise Adoption Of Conversational Interfaces

  August 28, 2019 | Julie 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 Australian Consumers' Digital Coming Of Age Is Here

  August 19, 2019 | Zhi-Ying Barry

  Something remarkable is happening with Australian online adults: Their behaviors and expectations are evolving at an unprecedented rate, and they're embracing innovation faster than ever before....

• Report The Forrester Tech Tide™: Internet Of Things, Q3 2019

  Eighteen Technologies Underpin IoT Solutions

  July 25, 2019 | Michele Pelino

  A diverse array of internet-of-things (IoT) technologies is necessary to enhance operational efficiencies and enable personalized customer experiences across vertical markets and use cases. To help...

• Report The Canada Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  July 15, 2019 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 161 brands across 14 industries in the Canada Customer Experience...

• 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 3D Connected Consumer In 2019

  Create A Portfolio Of Experiences That Maps To How Your Customers Connect

  June 20, 2019 | Julie 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 FAQ: Should We Incorporate Voice Into Our Digital Experiences Portfolio?

  Make Smart Choices Rather Than Following The Crowd

  April 18, 2019 | Julie 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 At A Glance: Master Digital Voice Experiences

  A Digital Voice Experience Series Report

  March 27, 2019 | Jennifer Wise

  Digital voice interfaces are hot: New voice-activated devices are hitting the market, customers are buying them, and brands are rushing to create voice experiences for customers to use. Yet many of...

• Report Digital Voice Experiences

  A Digital Voice Experience Series Report

  March 27, 2019 | Jennifer Wise

  Voice-based digital experiences are all the rage, with consumers using remotes, cars, speakers, and even microwaves that listen and/or talk. Companies wanting to leverage this new touchpoint are...

• Report How To Design Digital Voice Experiences

  A Digital Voice Experience Series Report

  March 27, 2019 | Jennifer Wise

  Companies are rushing to launch digital voice experiences to keep up with the growth in customers' adoption of talking appliances and competitors' pilots. But their hopes to launch a killer Alexa...

• Report The Canada Customer Experience Index, 2018

  How Brands Build Loyalty With The Quality Of Their Experience

  March 4, 2019 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 184 brands across 17 industries in the Canada Customer...

• Report The CIO's Guide To CES 2019: Leading Indicators For New Tech Challenges And Collaboration

  CES Was A Showcase Of Connected Experiences And Products

  February 6, 2019 | Frank Gillett

  CES provides a wealth of information and technological possibilities. Digital leaders should monitor the tech trends showcased each new year to help anticipate an array of diverse innovations...

• Report The CMO's Guide To CES 2019: Five Big Brand Ideas

  January 23, 2019 | Dipanjan Chatterjee

  CES, the world's largest tech show, is about much more than technology. For CMOs, CES is rich with innovation ideas, new brand experiences, and conversations about the future of marketing. If you...

• Report The Metropolitan Indian Consumer Tech Stack

  Our 2018 Indian Benchmark Data Overview Shows The Four Forces Of Adoption

  November 9, 2018 | James McQuivey, PhD, 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 Predictions 2019: The Internet Of Things

  IoT's Business Promise Persists After A Consumer Reckoning

  November 6, 2018 | Michele Pelino, Frank Gillett, Julie Ask

  This report shares Forrester's 2019 predictions to help CIOs and their business counterparts tackle the rapidly changing internet-of-things (IoT) landscape to deliver and enable connected products...

• Report Experiment With New Approaches At The Leading Edge Of Design

  Advanced Level: Design Practices For CX Transformation

  October 30, 2018 | Andrew Hogan

  Getting experience design right is essential to CX transformation — it means performing specific activities required for defining and refining experiences based on your vision and research-based...

• Report The Future Of Privacy: Personal Identity And Data Management

  Consumer-Managed Data Is The Future Of The Data Economy

  October 17, 2018 | Fatemeh Khatibloo, Stephanie Liu

  Consumers leave a digital footprint across channels and media, and they are aware that marketers use this data for financial gain. With growing concerns about security and privacy, individuals want...

• Report The Metropolitan Chinese Consumer Tech Stack

  Our 2018 Chinese Benchmark Data Overview Shows The Four Forces Of Adoption

  October 11, 2018 | James McQuivey, PhD, 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...