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  • Report Smart Homes Advance Toward Subscription Living

    How The Subscription Economy Will Drive Smart Home Adoption
    March 12, 2018 | Frank Gillett

    Smart home providers and technologies will remain fractured into different experiences and markets, such as personal care, lighting, and food. That's because consumers spend household money with a...

  • Report 2018 Customer Service Trends: How Operations Become Faster, Cheaper — And Yet, More Human

    January 24, 2018 | Kate Leggett

    We're at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels — shifting between them seamlessly and even using...

  • Report A Billion Mobile Sites Spark No Joy

    Responsive Retrofits Aren't Enough To Serve Customers In Their Mobile Moments Of Need
    September 29, 2016 | Ted Schadler, Danielle Jessee

    Everybody has their favorite apps. But can you name even three mobile websites you like? We can't. It's because responsive retrofits to 20-year-old desktop web designs fail to serve us in our...

  • Report The State Of Consumers And Technology: Benchmark 2016, US

    North American Consumer Technographics®
    August 24, 2016 | Gina Fleming

    This report is our annual overview of US consumers' behaviors and technology attitudes by generation, based on Forrester's Consumer Technographics North American surveys and our ForecastView data....

  • Report Harness The Potential Of Millennials With Your Workforce Technology Strategy

    Millennial Workers Are Now The Largest Generation In The Workforce And Require A Different Approach
    February 2, 2016 | J. P. Gownder

    The composition of the workforce is changing, as Millennials have recently become the largest generation in the workforce. Alongside that shift comes a change in work styles, a greater level of...

  • Report Trends 2016: The Future Of Customer Service

    January 5, 2016 | Kate Leggett

    In the age of the customer, executives don't decide how customer-centric their companies are — customers do. Changing customer expectations for easy and effective service that is deeply personal...

  • Report Brief: Protect Employees And Customers From Malvertising

    December 2, 2015 | Kelley Mak

    Malvertising is one of the security threats creating the latest buzz. Using the mechanics of the advertising ecosystem to their advantage, attackers are serving malware to users through web...

  • Report Bring-Your-Own-Thing Enables The Digital Business

    Navigating Internet-Of-Things Business Models — A CIO Perspective
    May 16, 2014 | Stefan Ried, Ph.D.

    Digital business is the imperative to stay competitive in the age of the customer. Easier said than done for a manufacturer of traditional physical goods. Here the Internet of Things (IoT) provides...

  • Report From Mobile Government To Mobility Enablement

    Governments Not Only Embrace The Mobile Mind Shift, They Enable It
    May 7, 2014 | Jennifer Belissent, PhD

    In the age of the customer, government organizations must understand and address the needs of their citizens. For governments, it's the "age of the citizen," with demands for greater transparency...

  • Report Brief: Samsung Knox 2.0 Chases The Secure Mobile Market

    But Do Customers Need Another Vertical Enterprise Device Platform?
    April 9, 2014 | Henning Dransfeld, Christian Kane, Ted Schadler

    The relaunch of Samsung Knox 2.0 was widely talked about at this year's Mobile World Congress in Barcelona. Customers and partners voiced mixed views on the market potential and the impact Knox...

  • Report Benchmarking Mobile Engagement: Consumers And Employees Outpace CIOs' Readiness

    May 9, 2013 | Ted Schadler, Simon Yates

    Are you ready to serve your mobile customers on the device of their choice? Have you anticipated what apps they need next? And for employees, which apps are most important on smartphones? How many...

  • Report Windows: The Next Five Years

    As Mobile Device Sales Surpass PCs, CIOs Will Need To Corral A Troika Of OS Leaders
    October 22, 2012 | Frank Gillett

    The launch of Windows 8 is a major pivot point for Microsoft — and for IT leaders and the individuals they support. The new Windows 8 user experience (UX) and programming model will transform the...

  • Report How Financial Services Firms Win Loyal Customers

    Customer Advocacy 2011: How Customers Rate US Banks, Investment Firms, And Insurers
    June 9, 2011 | Bill Doyle

    Marketing leaders at top-ranked financial services firms have found the secret to loyal customers. Forrester calls it customer advocacy: customers' perception that a firm does what's best for them,...

  • Report The Personal Cloud: Transforming Personal Computing, Mobile, And Web Markets

    An Empowered Report: Sizing The Opportunity As Individuals Embrace New Services For Managing Their Work And Personal Digital Lives
    June 6, 2011 | Frank Gillett

    The personal computing experience for individuals is broken, ruptured by the fragmentation of personal information across PCs and mobile devices and the scattering of content across a multitude of...

  • Report Leveraging Millennials To Drive Enterprise Social Initiatives

    April 28, 2011 | Rob Koplowitz

    Investments in enterprise social technology continue to rise. At the same time, the bet on enterprise social initiatives becomes increasingly strategic. The stakes are high, the risk of failure...

  • Report Customer Advocacy 2011: How Customers Rate US Banks, Investment Firms, And Insurers

    March 8, 2011 | Bill Doyle

    Two years after a near collapse of the financial system, consumer trust in many US financial institutions has returned. But some firms rank much higher than others in our customer advocacy ratings....

  • Report Selling To US Online Affluent Travelers Poses A First-Class Challenge To Travel eBusiness

    Value Is Important To Online Sales Success In The Post-Recession Environment
    January 5, 2011 | Henry H. Harteveldt

    There are nearly 6 million US online leisure travelers with a net worth of $1 million or more. For a group of millionaires, this audience is not necessarily as fancy as you might imagine it to be....

  • Report What You Need To Know About Third-Party Recommendation Engines

    November 18, 2010 | Sucharita Kodali

    eBusiness executives continue to look for new ways to increase their conversion rates and customer retention. In recent years, third-party recommendation engines, which have earned a reputation for...

  • Report Postmortem: US Online Holiday Season, 2009

    June 23, 2010 | Patti Freeman Evans

    The 2009 holiday season arrived during the great recession. In spite of the economic slowdown, nearly three-quarters of online holiday buyers maintained or increased spend in the online channel...

  • Report How Financial Services Firms Earn Customer Loyalty

    May 17, 2010 | Bill Doyle

    Our research shows that a key driver of deeper customer relationships among financial services consumers is a trait we call "customer advocacy" — the perception on the part of customers that a firm...

  • Report 2010: A "Less Bad" Year For US Travel eBusiness

    Travel eBusiness Will Have To Work Hard To Engage Tentative Travel Spenders
    February 10, 2010 | Henry H. Harteveldt

    2010 will not be an easy year for travel sellers. Total US leisure and unmanaged travel sales in 2010 will be $2.3 billion below 2009 levels, although online travel sales are expected to increase...

  • Report Which Travelers Are Most And Least Optimistic About Their 2010 Financial Outlook?

    How Understanding These Travelers Spells Big Bucks For eBusiness
    February 10, 2010 | Henry H. Harteveldt, Elizabeth Stark

    The travel industry is coming out of 2009 like a war-battled soldier — exhausted and aching, but ready to take on another challenge. The good news is that 2010 looks to be a "less bad" year for...

  • Report Customer Advocacy 2010: How Customers Rate US Banks, Investment Firms, And Insurers

    January 29, 2010 | Bill Doyle

    Consumer trust in financial institutions is returning. One year after the financial crisis brought the US economy to its knees, customers are more likely to say their financial institutions do...

  • Report Profiling US Gen Y Online Apparel Buyers

    January 15, 2010 | Patti Freeman Evans

    Gen Y online apparel buyers represent 21% of all online apparel buyers, being the second-largest group after Gen X. Seventy-four percent of Gen Y online apparel buyers are female and live in...

  • Report Half Of Online Canadians Are Optimistic About The Economy

    Confidence Has Risen Sharply, But One-Third Are Using Credit Less
    January 14, 2010 | Peter Wannemacher, Benjamin Ensor

    In the past year, the proportion of online Canadian adults who are optimistic about the economy has increased more than five-fold from 10% to 55%. More than one-third say their personal financial...