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  • Report Case Study: HDFC Bank Starts Its Journey To Improve Its Online Customer Experience

    How A Bank Drives Customer Engagement With Hyperpersonalized Experiences
    May 6, 2019 | Ashutosh Sharma

    To offer the right banking products to the right people, HDFC Bank needed to improve how it engaged existing and prospective customers online. Including a small degree of personalization in its...

  • Report New Tech: Robo-Advice, Q2 2019

    Forrester's Landscape Overview Of 47 Robo-Advice Providers
    May 3, 2019 | Oliwia Berdak

    Banks and investment management firms are exploring automating financial advice as a way to serve the mass affluent consumer segment and boost efficiency and productivity of advisors and...

  • Report Disrupting Finance: Digital Banks

    Digital Banks Offer A More Compelling Digital Banking Experience

    Over the past decade, a wave of new digital banks like Kakao Bank, Monzo, N26, Nubank, Revolut, and Tinkoff have launched, competing to win customers with better digital customer experiences than...

  • Report The Art And Science Of Retail eCommerce

    Executive Overview: The Retail eCommerce Playbook
    May 2, 2019 | Fiona Swerdlow

    Retail eCommerce sales continue to climb, and digital business executives must check all the boxes to ensure that they are not missing either opportunities for direct online sales or ways that this...

  • Report Video: T-Mobile MONEY Checking Account Opening Review

    Watch Our Video On Opening A T-Mobile MONEY Checking Account
    May 1, 2019 | Alyson Clarke, Andrew Hogan

    T-Mobile has entered retail banking in the US, launching the T-Mobile MONEY checking account. We opened an account to understand how T-Mobile helps customers through the purchase journey. This...

  • Report Recruit And Retain Top Digital Talent

    Intermediate Level: Hire And Keep Digitally Skilled Employees To Embed Digital Throughout Your Organization
    May 1, 2019 | Fiona Swerdlow, Martin Gill, Mike Chirokas

    Established firms, including retailers and banks, struggle to recruit and retain the brightest digital talent. To attract digital professionals, they compete directly with startups, agencies, and...

  • Report The Forrester Retail Quarterly Earnings Review, Q3 2018

    Highlights From 19 Retail Q3 2018 Earnings Call Transcripts
    April 30, 2019 | Fiona Swerdlow, Claudia Tajima

    As today's empowered consumers demand more of the retail experience than ever before, leading retailers and brands are investing to rethink and reinvent their customers’ cross-touchpoint...

  • Report Retailers Are Starting To Reap The Rewards Of Omnichannel Commerce

    Landscape: The Omnichannel Commerce Playbook
    April 29, 2019 | Michelle Beeson

    Because customer expectations are so high, digital business professionals are investing heavily in customer-facing and back-end technology to deliver great experiences. This report analyzes...

  • Report Define Your Payment Strategy For B2B eCommerce In China

    Banks Still Dominate The B2B Payment Space
    April 26, 2019 | Meng Liu

    As the world's largest eCommerce market, China appeals to global B2C and B2B brands alike. But China's B2B eCommerce market is not as mature as the consumer space. Multinationals that want to...

  • Report Construct The Business Case For Digital Store Transformation

    Business Case: The Digital Store Playbook
    April 25, 2019 | Brendan Witcher

    Retailers today are transforming their physical stores from places to shop to digital centers of engagement. Myriad technology solutions support this transition, including interactive digital...

  • Report Building The Integrated Retail Commerce Business Case

    Business Case: The Retail eCommerce Playbook
    April 25, 2019 | Sucharita Kodali

    Digital retail is an integral part of the overall retail picture. According to Forrester data, US online retail sales will grow at nearly three times the rate of total retail sales from 2017 to...

  • Report Mastering The Art Of Omnichannel Retailing

    Executive Overview: The Omnichannel Commerce Playbook
    April 25, 2019 | Brendan Witcher

    Digital business leaders know that many customers use a variety of digital and physical touchpoints as they move along the path to purchase. This complexity creates challenges for retailers as they...

  • Report The Future Of The Digital Store

    Vision: The Digital Store Playbook
    April 23, 2019 | Fiona Swerdlow

    Today's empowered customers use multiple digital devices to engage with brands and retailers on their own terms while shopping in-store. At the same time, new technologies are transforming retail...

  • Report Video: The Criteria For Great Mobile Apps Are Evolving

    Watch Our Video On Mobile Apps In April 2019
    April 22, 2019 | Julie A. Ask

    Our clients often ask us if they should still build mobile apps if consumers are spending more than 80% of their time in just a handful of apps. For now, the answer is "yes" — if you have customers...

  • Report How To Transform Your Retail Store

    Executive Overview: The Digital Store Playbook
    April 19, 2019 | Fiona Swerdlow

    Today's customers look for and buy experiences, not simply products. Digital technology offers retailers a toolkit to engage customers with new and enhanced experiences. It also enables them to...

  • Report FAQ: Should We Incorporate Voice Into Our Digital Experiences Portfolio?

    Make Smart Choices Rather Than Following The Crowd
    April 18, 2019 | Julie A. 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 Must-Have eCommerce Features

    Road Map: The Retail eCommerce Playbook
    April 18, 2019 | Sucharita Kodali

    Digital business professionals often struggle with how to prioritize the countless issues that populate eCommerce to-do lists. This report takes a prescriptive look at industry standards and...

  • Report Envisioning The Future Of Omnichannel Commerce

    Vision: The Omnichannel Commerce Playbook
    April 16, 2019 | Brendan Witcher

    Omnichannel is not a new concept, but B2C, B2B, and even B2B2C companies still grapple with how to transform from multichannel to omnichannel. Omnichannel capabilities cover four key areas: view of...

  • Report Prepare For Blockchain In Your Supply Chain

    There's Hope Beyond The Hype
    April 9, 2019 | George Lawrie, Martha Bennett

    Blockchain solutions appear to promise resolution to long-term supply chain challenges such as end-to-end visibility, transparency, and intelligent fulfillment. Traditional supply chains achieve...

  • Report Australian Financial Services Firms Need To Step Up And Fix Home Lending

    Let The Royal Commission Be The Catalyst To Advocate For Your Customers And Rebuild Trust
    April 8, 2019 | Zhi-Ying Barry

    The Australian government's Royal Commission revealed major flaws in the country's home lending market. So far, the industry's response has been inadequate; financial services firms have yet to...

  • Report Use In-App Messaging To Drive App Updates

    Screen-Shot Examples Of In-App Messaging Highlight Best Practices
    April 5, 2019 | Julie A. Ask

    One of the most frequently asked questions Forrester receives from mobile app product owners is, “What do I need to do to drive app updates?” In-app messaging is one method. Progressively urgent...

  • Report Vital Partnership Or Unholy Alliance? Decoding The Software/Service Provider Relationship

    Partner Alliances Can Make Or Break Your Digital Experience — Here's How To Avoid Disasters And Work Partnerships To Best Advantage
    April 5, 2019 | Ted Schadler

    Software vendors and service providers need each other to survive. And digital leaders need them to work well together to build great digital experiences. But how these complex relationships work...

  • Report Digital Trends 2019: European Wealth And Investment Management

    Maintain Your Digital Course Through Choppy Waters
    April 5, 2019 | Oliwia Berdak

    European wealth and investment firms face a host of challenges in 2019. Political uncertainty and slowing economies are driving market volatility and redemptions. As these begin to bite, firms must...

  • Report Forrester Analytics: Online Cross-Border Retail Forecast, 2018 To 2023 (Global)

    ForecastView Document
    April 5, 2019 | Michael O'Grady

    Cross-border shopping will make up 17% of eCommerce in 2023, with sales of US$736 billion globally. China is the largest B2C importer and exporter of cross-border goods and drives most...

  • Report Use Your Contact Center To Deliver Great Banking Customer Experiences

    Great Customer Service Does Not Happen By Chance
    April 4, 2019 | Aurelie L'Hostis

    We surveyed and interviewed executives at retail banks to understand the state of contact centers and customer service in retail banking. This report examines the findings from our survey and...

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