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  • Report Forrester's Moments Index

    Quantify Your Customer Engagement To Optimize Your Digital Experience Portfolio
    October 17, 2019 | Julie A. 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 Revamping Shopping Malls By Balancing Technology With Experience

    Singapore's Take On The Future Of Shopping Malls
    October 16, 2019 | Xiaofeng Wang

    Offline retail still takes the lion's share of overall retail spending; this is particularly true for the island city-state of Singapore, with its abundance of shopping malls. This report analyzes...

  • Report Seven Must-Haves For Successful Website Localization

    October 15, 2019 | Lily Varon

    Online retailers spend millions of dollars expanding into global markets. Many digital business strategy professionals think they're done localizing their websites once they've translated the text...

  • Report The Forrester Tech Tide™: Digital Claims Management, Q4 2019

    Sixteen Technologies Underpin Claims Management
    October 11, 2019 | Oliwia Berdak

    Claims management is critical to insurers' ability to protect customers in times of duress while protecting firms' financials. To accelerate performance in claims management, carriers are...

  • Report Now Tech: Recurring Customer And Billing Management, Q4 2019

    Forrester's Overview Of 34 Recurring Customer And Billing Management Providers
    October 11, 2019 | Lily Varon

    You can use recurring customer and billing management solutions to: 1) easily configure pricing models; 2) manage customer relationships; and 3) get insight into recurring customers and revenues....

  • Report Create Your Global eCommerce Road Map

    Invest Locally To Compete Globally
    October 11, 2019 | Lily Varon

    Digital business professionals with a global initiative often understand the opportunity in front of them but may be unsure of how to capitalize on it. This report helps them create a strategic...

  • Report How To Succeed With Marketplace Business Models In Financial Services

    Hint: Build A Collaborative Business Model Strategy
    October 8, 2019 | Jacob Morgan

    The financial service industry is not immune to platform-driven change, of which the marketplace approach is the most likely winner. This report distills best practices from firms at the forefront...

  • Report Mapping's Third Wave Will Unlock The Physical Future Of Business

    By 2023, Cloud Giants Will Subsume The Mapping Industry And Compete For Developers With Open Mapping Platforms
    October 8, 2019 | Ted Schadler

    Any developer will find building an app with location data for the physical world — whether for the internet of things (IoT), a self-driving car, augmented reality, location intelligence, and so on...

  • Report Free, Fast Delivery Is An Oxymoron — Here Are Six Disruptions To Test Instead

    October 3, 2019 | Sucharita Kodali

    Retailers are rushing to faster delivery, but Forrester believes that is a fool's errand. Merchants and shippers must find ways to deliver more goods to shoppers cost-effectively or they will face...

  • Report Six Common Pitfalls On Chinese Mobile Banking Apps And How To Fix Them

    Learn From Industry Best Practices How To Avoid These Mistakes
    October 2, 2019 | Meng Liu, Riccardo Pasto

    Forrester recently concluded its Forrester Wave™ evaluation of mobile banking apps in mainland China, which assessed the functionality and user experience (UX) of the mobile banking apps of six...

  • Report Forrester Infographic: The 3D Connected Consumer In China

    Create A Portfolio Of Experiences That Maps To How Your Customers Connect
    October 1, 2019 | Xiaofeng Wang

    Three dimensions — devices, platforms, and channels — now define the degree to which consumers are connected; brands must serve their customers wherever they are in these complex ecosystems....

  • Report US Insurance Customers Love Their Agencies

    Insurance Agencies Drive Loyalty And Retention
    October 1, 2019 | Jeffery Williams

    Rapidly advancing digital technologies are changing how customers buy insurance and engage with their carriers and insurance agencies. But does this spell the death of the insurance agency? We've...

  • Report Retailers, Reduce The Pain Of Online Returns

    Shoppers Want Generous, Flexible Online Return Policies
    September 30, 2019 | Sucharita Kodali

    In the hypercompetitive online retail sector, product returns are a cost of doing business. Traditional retailers have generally tried to reduce returns by any means possible, but digitally native...

  • Report Financial Services Firms Need To Rethink Personalization

    Personalization Is About Customer Engagement And Loyalty, Not Just The Next Product Sale
    September 26, 2019 | Alyson Clarke, Aurelie L'Hostis

    Many financial services firms say that they are already delivering on personalization and view improving their personalization capabilities and technology further as a top priority. But financial...

  • Report The Future Of Small Business Banking

    Bank Brands Will Fade As Their SME Products Become Components In Other Companies' Ecosystems
    September 24, 2019 | Peter Wannemacher

    Banking for small- and medium-sized businesses is being disrupted by dozens of new entrants such as MYbank, Square, Stripe, Tide, and Xero that offer small- and medium-sized enterprises (SMEs) a...

  • Report Digital Banks Will Push Hong Kong's Traditional Banks To Move Into The Digital Era

    Customers Are Not Satisfied With Mobile Banking From Existing Banks
    September 20, 2019 | Meng Liu

    The arrival of digital-only banks will change the landscape of Hong Kong's banking industry. Digital business professionals at both new digital banks and traditional banks in Hong Kong need to...

  • Report Indian Banks: Deliver Better Experiences Or Risk Losing Customers

    September 19, 2019 | Arnav Gupta

    Forrester recently surveyed 2,988 metropolitan Indian online adults to understand what they expect when interacting with Indian financial services firms. This infographic helps digital leaders at...

  • Report Evolve Retail Metrics To Measure Omnichannel Performance Effectively

    Use Metrics That Spark Action And Shine A Light On Long-Term Business Health
    September 16, 2019 | Michelle Beeson, Brandon Purcell

    Metrics are a crucial guide for the entire organization about your company's omnichannel progress and what it means to your customer. Most retailer performance dashboards include touchpoint-focused...

  • Report Spark Sustainable Innovation With The Right Transformation Partner

    Applying The Forrester Wave™: Global Digital Business Transformation Accelerators, Q1 2019
    September 12, 2019 | Nigel Fenwick

    A strong transformation partner will help your firm disrupt your industry by using technology in unique ways to create a sustainable advantage. Choosing the right one depends on the capabilities...

  • Report Research Overview: Digital Commerce Strategies

    A Guide To How Branded Manufacturers Must Reevaluate Their Digital Commerce Strategy And Opportunity
    September 11, 2019 | Michelle Beeson, Sucharita Kodali

    Should all brands sell directly to customers online? How should brands work with marketplaces? What does this all mean for existing retail partner and distributor relationships? The sales...

  • Report The Forrester Wave™: Enterprise Health Clouds, Q3 2019

    The Nine Providers That Matter Most And How They Stack Up
    September 11, 2019 | Jeff Becker

    In our 31-criterion evaluation of enterprise health cloud providers, we identified the nine most significant ones — Amazon Web Services (AWS), Atos, Google, IBM, Microsoft, NTT DATA, Philips,...

  • Report The State Of Digital Banking, 2019

    Landscape: The Digital Banking Strategy Playbook
    September 6, 2019 | Aurelie L'Hostis

    The banking industry has entered a period of unprecedented innovation. While many banks have woken up to the threats, few have embarked on a true digital business transformation. This report...

  • 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 eCommerce In Latin America: The Six Growing Markets Retailers Must Know

    Trends In Six Latin American Countries From The Forrester Analytics: Online Retail Forecast, 2018 To 2023 (Latin America)
    August 28, 2019 | Lily Varon

    With a population of over half a billion and two countries that rank among the world's 15 largest economies, Latin America is firmly on the radar of digital business executives looking to expand...

  • Report Six Common Pitfalls On Hong Kong Mobile Banking Apps And How To Fix Them

    Learn From Industry Best Practices How To Avoid These Mistakes
    August 28, 2019 | Meng Liu

    Forrester recently concluded its Forrester Wave™ evaluation of mobile banking apps in Hong Kong, which assessed the functionality and user experience (UX) of the mobile banking apps of five large...

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