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

    An Overview Of Consumer And Enterprise Adoption Of Conversational Interfaces
    August 28, 2019 | 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 Consumers Want Convenience, Not Conversations

    Conversational Interfaces Struggle To Deliver Contextual Convenience
    August 21, 2019 | Julie A. Ask, Ian Jacobs

    Consumers want convenience and choice — not conversational interfaces. However, a fear of being left behind still impels digital business leaders to build them. And nearly three-fourths of those...

  • Report FAQ: How To Clean Up A Cluttered Mobile App

    Mitigate The Need For Your App By Anticipating Your Customers' Needs
    June 27, 2019 | Julie A. Ask

    What should you do if your mobile app is like a pre-Marie-Kondo kitchen sink — cluttered, messy, and full of junk? Don't just drain it! First, determine the real problem and then build a plan to...

  • Report Video: Use Customer Experience Basics To Guide Your Digital Experience Design

    Watch This Video To Learn How To Combine CX And DX Expertise To Design Effective Digital Experiences
    April 19, 2019 | Andrew Hogan, Julie A. Ask

    Don't leave the design and build of your digital experiences in the hands of your product managers alone. Instead, use a balanced approach that combines business strategy and human-centered design....

  • Report Forrester's Moments Index: The Concept

    Watch This Video To Understand How Your Consumers Connect To And Use Digital Experiences
    April 3, 2019 | Julie A. Ask

    Forrester is introducing a concept called the Moments Index; this video explains it. This index helps digital business professionals decide which features, content, and services to build on what...

  • 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 Mobile Mind Shift Index: Global

    Use The Mobile Mind Shift Index To Guide Your Local Strategy
    December 21, 2018 | Anjali Lai, Julie A. Ask, Thomas Husson

    In 2018, Forrester updated the Mobile Mind Shift Index (MMSI), a tool that enables digital business and marketing leaders to assess their customers' mobile intensity, expectations, and behaviors....

  • Report Predictions 2019: The Internet Of Things

    IoT's Business Promise Persists After A Consumer Reckoning

    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 The Art Of Notifications

    Design Experiences To Engage Your Customers In Key Moments
    October 22, 2018 | Julie A. Ask

    Today's digital experiences — including mobile messages — place too much cognitive load on consumers. The effectiveness of mobile messages depends on both the use case and the content. Consumers...

  • Report Mobile Messaging Best Practices Illustrated

    Jump-Start Your Learning With This Library Of Mobile Message Examples
    October 22, 2018 | Julie A. Ask

    The most common question Forrester's clients ask about mobile messaging is, "Who does it well?" The second most popular question is, "What are my competitors doing?" Digital business leaders will...

  • 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 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 The State Of US mCommerce 2018: Direct Revenues Belie Trillion-Dollar Store Sales Impact

    Smartphone Highlights From The Forrester Data: Mobile And Tablet Commerce Forecast, 2017 To 2022 (US)
    August 14, 2018 | Julie A. Ask, Susan Wu, Meredith Cain

    Too many digital business professionals still treat mCommerce as a scaled-down version of eCommerce. They become discouraged by low conversion rates and lackluster app downloads, despite years of...

  • Report Consumers Are Connected; Your Company Isn't

    The State Of Emerging Technology In Digital Experiences
    August 13, 2018 | Julie A. Ask, Mike Chirokas

    Customers are more connected than ever, yet businesses have been slow to adopt the same devices, platforms, and channels to meet consumers where they are. To help digital business strategy...

  • Report Build A Digital Experience Portfolio

    The Strategy And Technology You Need To Create Tomorrow's Digital Experiences
    July 24, 2018 | Julie A. Ask, Michael Facemire

    Digital experience used to be a simple choice: web or mobile. But with chatbots, connected products, messaging platforms, notifications, and more to contend with, deciding whether to build an app...

  • Report Digital Transformation: Mobile Is The Catalyst

    Digital Transformation Best Practices: Scale Your Digital Delivery Engine To Drive Change
    June 13, 2018 | Julie A. Ask, Jeffrey S. Hammond

    Firms in the midst of digital transformation risk stalling. To overcome organizational inertia, successful firms must scale and operationalize best practices they've so far developed in pockets...

  • Report Digital Transformation: Master Startup Methods

    Digital Transformation Best Practices: What Incumbents Can Learn From Digital-Native Firms
    June 13, 2018 | Julie A. Ask

    Digital business leaders face a dilemma: What made their firms successful in the past is now holding them back. Incumbents boast an existing customer base and brand pedigree but are saddled with...

  • Report Alert! You Need Notifications

    Master Notifications To Begin Your Digital Experience Evolution
    April 5, 2018 | Julie A. Ask

    Notifications may just be text, images, and beeps today, but as channels proliferate, and instant content delivery becomes more sophisticated and interactive, the strategy and technology you use to...

  • Report Digitize Your Business Strategy

    The Strategy Report In The Digital Business Playbook
    February 26, 2018 | Nigel Fenwick, Julie A. Ask

    How your business uses digital capabilities to create customer value will define your future success. And you must simultaneously deliver operational effectiveness in support of customers. To win,...

  • Report Make Mobile Org Best Practices Your Digital Ones

    December 15, 2017 | Julie A. Ask, Jeffrey S. Hammond, Danielle Jessee

    Organization determines how effectively teams collaborate and work toward the cadence and quality that consumers demand from their mobile experiences. With mobile being the driving force behind...

  • Report Predictions 2018: Mobile Evolves Into The Digital Experience Conductor

    2018 is the year that mobile becomes core to the digital ecosystem. Devices are evolving to seamlessly work together. Tooling is following that evolution, allowing developers to build for...