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  • Report A Practical Guide To Modern Content Strategy

    How Tech Leaders Can Avoid Going Down The Content Rabbit Hole
    October 21, 2019 | Mark Grannan

    Common pitfalls hobble new content projects. Often, digital business leaders try to fix all of the problems; this approach will stall out. Or, they work outside of existing systems and processes;...

  • Report The Forrester Wave™: Social Suites, Q4 2019

    The Eight Providers That Matter Most And How They Stack Up
    October 9, 2019 | Jessica Liu

    In our 40-criterion evaluation of social suites providers, we identified the eight most significant ones — Clarabridge, Facelift, Falcon.io, Hootsuite, Khoros, Salesforce, Socialbakers, and...

  • Report Mobilized Employees Engage Buyers With A Trusted Voice

    Implement A Formal Advocacy Program To Elevate Employees' Content
    October 8, 2019 | Laura Ramos, Matthew Camuso

    While trust in brands has dwindled, buyers hold employees in high regard as authentic and compelling sources of information and want to engage with them. B2B marketers can satisfy buyers'...

  • Report Improve Loyalty Measurement With Behavioral And Emotional Metrics

    Performance Management: The Customer Loyalty Playbook
    October 4, 2019 | Emily Collins

    Earning customer loyalty is critical to business success, and B2C marketers need to be able to measure and demonstrate that loyalty to the business. Marketers predominantly rely on retention...

  • Report Case Study: Programmatic Product Placement Is Ready For Prime Time In China

    The Hunan Broadcasting System Leverages AI To Digitize Product Placement
    September 30, 2019 | Danny Mu, Xiaofeng Wang

    Artificial intelligence is rapidly transforming every facet of marketing and advertising. In China, top reality TV show broadcasters like Hunan TV and Mango TV, part of the Hunan Broadcasting...

  • Report The US Investment Firm Customer Experience Index, 2019

    How US Brokerage And Investment Firms Earn Loyalty With The Quality Of Their Experience
    September 27, 2019 | Vijay Raghavan, August du Pont

    How well do leading brokerages and investment firms earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 23 investment brands that were...

  • Report The US Banking Customer Experience Index, 2019

    How US Banks Earn Loyalty With The Quality Of Their Experience
    September 27, 2019 | Alyson Clarke, August du Pont

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 18 multichannel banks and credit unions and 10 direct banks...

  • Report The India Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    September 19, 2019 | Amit Bhatia

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 39 brands across six industries in the India Customer...

  • Report The US Health Insurers Customer Experience Index, 2019

    How US Health Insurers Earn Loyalty With The Quality Of Their Experience
    September 17, 2019 | Faith Adams

    How well do leading health insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 17 health insurance brands that were...

  • Report The US Multichannel Retailers Customer Experience Index, 2019

    How US Multichannel Retail Brands Earn Loyalty With The Quality Of Their Experience
    September 10, 2019 | Fiona Swerdlow, Michelle Yaiser

    How well do leading multichannel retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 42 multichannel retail brands that were...

  • Report The US Digital Retailers Customer Experience Index, 2019

    How US Digital Retail Brands Earn Loyalty With The Quality Of Their Experience
    September 9, 2019 | Fiona Swerdlow, Michelle Yaiser

    How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 11 digital retail brands that were analyzed...

  • Report Increase B2B In-Person Event Payoff With Digital Immersion

    Four Best Practices Make Events More Contextual And Engaging
    August 14, 2019 | Laura Ramos, Matthew Camuso

    In a post-digital world, B2B buyers expect fluidity between digital and physical experiences. Still representing the largest chunk of the marketing budget, most B2B events do not take full...

  • Report The State Of Influencer Marketing

    Marketers' Investments In Influencers Continue To Rise, And A Push Toward Authenticity Leads To A Broader Set Of Influencer Partners
    August 13, 2019 | Ryan Skinner

    Using influencers to achieve marketing objectives is no longer novel, but interest in the tactic continues to rise as marketers steadily increase their investment. A focus on authenticity is...

  • Report Advance Your Approach To Customer Loyalty

    Assessment: The Customer Loyalty Playbook
    July 23, 2019 | Emily Collins

    If you are serious about earning and maintaining customer loyalty, you can't treat it as a tactic or a discrete program anymore. Customer loyalty requires strategic alignment, deliberate planning,...

  • Report The Forrester Wave™: Loyalty Service Providers, Q3 2019

    The 14 Providers That Matter Most And How They Stack Up
    July 15, 2019 | Emily Collins

    In our 22-criterion evaluation of loyalty service providers, we identified the 14 most significant ones — Aimia, Ansira, Bond Brand Loyalty, Brierley+Partners, Capgemini, Epsilon, ICF Next, Inte Q,...

  • Report Forrester Infographic: State Of CX In India

    Lessons Learned From Forrester’s CX Index™ Data
    July 11, 2019 | Amit Bhatia

    Since 2015, Forrester has been measuring the customer experience (CX) in India using our proprietary Customer Experience Index (CX Index) methodology. This infographic presents some key insights on...

  • Report How To Apply Agile Methodology To Marketing

    If You Implement Agile Right In Your Marketing Teams, You'll Go From Blind Faith In Strategy To Customer-Tested Decision Making
    July 11, 2019 | Ryan Skinner

    Applying Agile methodology to marketing isn't about working faster. It's about something far more important — a vastly improved approach to marketing's purpose, learning, and communication. The...

  • Report Customer Data Platforms Offer A Compelling Solution To B2B Data Challenges

    The Ideal B2B CDP Offers Rich Data And Robust Reporting, Is Channel-Agnostic And Marketer Friendly, And Creates Unified Profiles
    July 9, 2019 | Steven Casey

    Data fuels the modern marketing engine, but most B2B marketers have low confidence in the quality of their data and their own data management skills. Customer data platforms (CDPs) are an emerging...

  • Report Financial Services Outspends Everyone On Digital Marketing

    Budgets Grow As US Firms Align Budgets To Customer Needs

    In 2019, US financial services owns the largest digital marketing budgets and is projected to hold that title through 2023. CMOs should read this brief to learn how US banks, brokerages, insurance...

  • Report Agile Methodology Embeds Customer Obsession In Marketing

    Intermediate Level: Process Practices For The Marketing Innovation Playbook
    July 1, 2019 | Ryan Skinner

    Once you've established customer-obsessed processes, you're ready to advance them using Agile methodologies. The forces that drove Agile into developer communities have hit marketers just as hard....

  • Report B2B Websites Still Fail Our Customer Engagement Test

    Don't Take A Pass On Empathy Or You'll Fail Too
    June 21, 2019 | Laura Ramos, Meredith Cain

    Corporate website content initiates or advances business opportunities when it demonstrates a deep understanding of customers and their issues. Unfortunately, most B2B marketers still struggle to...

  • Report The Forrester New Wave™: B2B Customer Data Platforms, Q2 2019

    The 13 Providers That Matter Most And How They Stack Up
    June 17, 2019 | Steven Casey

    In Forrester's evaluation of the emerging market for B2B customer data platforms (CDPs), we identified the 13 most significant providers in the category — Arm Treasure Data, BlueVenn, CaliberMind,...

  • Report Decentralized Digital Identity: A Primer For B2C Marketers

    Why Bring-Your-Own-Identity Is A Trend To Watch

    Your identity is more than the standard information on your driver's license or social security card. It also encompasses how you interact with brands, what you know, how you share elements of your...

  • Report The Forrester New Wave™: Virtual Care Solutions For Digital Health, Q2 2019

    The 13 Providers That Matter Most And How They Stack Up
    June 5, 2019 | Arielle Trzcinski

    In Forrester's evaluation of the emerging market for virtual care solutions for digital health, we identified the 13 most significant providers in the category — 98point6, American Well, Bright.md,...

  • Report Three Steps To Modernize Marketing Thinking

    Beginner Level: Mindset Practices For Marketing Innovation
    May 13, 2019 | Jim Nail, Laura Ramos

    Current marketing approaches are out of sync with today's empowered buyers. Customer-obsessed marketers from Amazon to Zappos disrupt their industries by creating experiences that exceed consumers'...

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