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  • Report Segmenting Buyers: Introducing Super Buyers, Connected Traditionalists, And Traditionalists

    A Technographics® Data Essentials Report
    August 2, 2012 | Gina Fleming

    For US consumers, the shopping experience has moved beyond the in-store experience and involves multiple other channels. Online shopping now accounts for a significant part of consumers' wallet...

  • Report A Systematic Approach To Mobile Strategy

    May 10, 2012 | Julie A. Ask, Charles S. Golvin

    Mobile is hot, but too many executives take a backward approach to developing a mobile initiative and begin with technology decisions such as "We need an iPhone application" or "Let's do something...

  • Report Consumers Share Changes In Shopping Habits As A Result Of The Economic Downturn

    Forrester Technographics Digital Consumer Community Report, February 2012
    February 1, 2012 | Lindsey Colella

    The economic recession has turned consumers into savvy bargain hunters. Now more than ever, they are on the lookout for the best deals and lowest prices they can find. Forrester conducted...

  • Report Why The EU ePrivacy Law Will Not Kill eCommerce

    Privacy Laws Force Rich Dialogue With Customers
    January 27, 2012 | Martin Gill

    In May 2011, the EU ePrivacy Directive came into effect across Europe. This directive has met with a mixed response at a national level, with some countries jumping to hit the deadline, some...

  • Report Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy

    January 23, 2012 | Diane Clarkson

    Online consumers' preferences for online customer service channels are evolving. More online consumers have adopted online self-service in the past two years; it has also disappointed more...

  • Report Boosting Online Bill Pay Adoption

    November 3, 2011 | Brad Strothkamp

    Financial institutions aren't doing a good job of convincing people to pay their bills online at their bank's website. Sixty-five percent of online customers are non-adopters of online bill pay,...

  • Report Using Video To Drive Online Financial Services Sales

    How Financial Services eBusiness Executives Can Use Online Video
    August 11, 2011 | Sabine Poltermann, Benjamin Ensor

    More people than ever before watch online video. In response, an increasing number of financial services eBusiness teams are using online video to drive sales. Nevertheless, based on our study of...

  • Report How eBusiness Professionals Can Use The Convenience Quotient To Prioritize Mobile Services

    The Convenience Quotient Of Mobile Services: A Facebook Case Study
    May 27, 2011 | Julie A. Ask

    Although a majority of consumers still prefer the traditional PC to a mobile phone when performing any task related to eBusiness, our research shows that mobile penetration continues to rise....

  • Report Understanding Online Shopper Behaviors, US 2011

    A Technographics® Data Essentials Document
    May 17, 2011 | Jacqueline Anderson

    Sales through online retail channels continue to grow, up almost $21 billion from last year alone. In order to fuel this projected growth, it is important to recognize where these growth...

  • Report How Clients Want To Interact With Financial Advisors

    Younger Consumers Prefer Online Chat, Websites, And Email
    May 12, 2011 | Bill Doyle

    Now more than ever, clients are using new channels to communicate with their financial advisors. Younger clients show a strong preference for communicating with advisors through digital channels...

  • Report Taming The Insurance Claim Experience

    An Integrated Channel Claims Strategy Improves Experience And Reins In Costs
    May 11, 2011 | Ellen Carney

    Claims are a big deal to both insurers and customers. It's an emotional time for claims customers, and costs and processes can go off the rails, affecting a variety of key insurance business...

  • Report The State Of US Mobile Banking: 2011

    Mainstream Adoption Hinges On Issues With Value, Security, And Support
    May 10, 2011 | Alexander Hesse, Brad Strothkamp, Peter Wannemacher

    Mobile banking adoption continues to gather momentum in the US, fueled by strong consumer appetite for smartphones and banks' burgeoning supply of new mobile banking applications, websites, and...

  • Report US Online Insurance Forecast, 2010 To 2015

    US Online Insurance Sales Will Grow Steadily Through 2015
    April 21, 2011 | Ellen Carney

    In 2010, online motor and home insurance sales in the US grew to $8.4 billion, which represents less than a 4% share of insurance sales in these two categories. What's behind that online...

  • Report Will Facebook Ever Drive eCommerce?

    Demystifying The Hype For Retail eBusiness Executives
    April 7, 2011 | Sucharita Kodali

    In spite of the fact that hundreds of millions of people around the world have Facebook accounts, the ability of the social network to drive revenue for eCommerce businesses continues to remain...

  • Report How US Consumers Research And Buy Investment Products

    Purchasers Have Often Researched Through A Different Channel
    February 28, 2011 | Bill Doyle, Molly Simpson

    Over the past year, 7% of US online adults have purchased an investment product. While the online channel is the most popular channel for researching, the in-person channel is the most popular for...

  • Report Trends 2011: Video Enters Travel eBusiness Prime Time

    February 15, 2011 | Henry H. Harteveldt

    Forrester expects that the use of video content on travel websites will emerge as a significant trend in travel eBusiness in 2011. Why? For one thing, more than one in five US online leisure...

  • Report Mobile Technographics®: US Online Shoppers

    Choosing The Right Approach For Your Target Consumers
    February 14, 2011 | Julie A. Ask

    Consumers' spending on products and services via mobile devices, as well as their increasing reliance on them for product research, is intensifying the mobile imperative for retailers. Forrester...

  • Report Which Investors Are Likely To Adopt eDelivery?

    Potential Adopters Are Younger, Secure Online, And Open To Ads And Advice
    February 9, 2011 | Bill Doyle

    More and more US investors are opting to receive statements and other account communications online. But the numbers remain small: Just 22% of US investors have gone online-only for an investment...

  • Report US Mobile Banking Forecast, 2010 To 2015

    Robust Growth To Drive Demand For Stronger Mobile Functionality
    January 31, 2011 | Emmett Higdon

    US mobile banking adoption has experienced rapid growth in the past three years, more than doubling from 5% of online adults in 2007 to 12% in Q2 2010. By 2015, Forrester predicts that one in five...

  • Report Global Consumers' Online Shopping Behaviors

    A Technographics® Global Snapshot Document
    January 4, 2011 | Tamara Barber

    Across the globe, online shopping behaviors vary both by country and by the product category the consumer is looking to purchase. eCommerce channels should account for these two variables in order...

  • Report How US Insurance Customers Use Different Channels

    Right-Channeling Delivers Big Business Impact For US Insurers
    November 29, 2010 | Ellen Carney

    Insurance eBusiness and channel professionals are on the front lines of executing the carrier's business strategy: growing the business while controlling costs. But in a market with increasing...

  • 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 Pleasing Online Travel's Technology Pessimists Can Lead To Greater eBusiness Success

    September 28, 2010 | Henry H. Harteveldt

    Forty-four million US online leisure travelers do not see a role for technology in their lives. These travel technology pessimists use technology, including the Web, because they have to, not...

  • Report 2D Bar Codes: Learn Why There's No Urgency

    An Empowered Report: Invest Modestly And Experiment Broadly
    September 21, 2010 | Julie A. Ask

    Only 1% of US mobile phone owners have used a 2D bar code scanner in the past three months. It would be hard for any product or service company to claim an urgent need to implement 2D bar codes,...

  • Report What US Direct Banks Need To Do To Win Checking Account Customers

    New Financial Regulations Give Direct Banks An Unprecedented Opportunity
    September 15, 2010 | Brad Strothkamp

    Direct banks — banks with few or no branches — have exhibited their dominance over the last five or six years in getting consumers to move billions of dollars of assets into high-yield savings...

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