Search Results
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Report Capture Real-Time Awareness Of Real-World Environmental Conditions Using IoT
Environmental Monitoring Enhances Operations, Safety, And Sustainability
December 5, 2019 | Michele PelinoFirms in pharmaceutical, manufacturing, chemical, and oil and gas industries are deploying internet of things (IoT)-enabled environmental monitoring solutions to identify the status of specific...
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Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Education
Mobile has long promised to be the great equalizer in education by bringing connectivity to the billions of people who own mobile devices. Emerging technologies will scale education with immersive...
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Report The Australia Customer Experience Index, 2019
How Brands Build Loyalty With The Quality Of Their Experience
November 19, 2019 | Riccardo PastoHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 31 brands across three industries and the federal...
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Report CRM Goes Vertical In The Age Of The Customer
Landscape: The CRM Playbook
November 8, 2019 | Kate LeggettApplication development and delivery (AD&D) professionals who support CRM cannot afford failed technology initiatives. They increasingly deploy CRM solutions that are verticalized to leverage...
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Report Net Promoter Benchmarks, 2019 (US)
Net Promoter Scores Of 260 Organizations Across 16 Industries
November 7, 2019 | Maxie Schmidt-SubramanianAlmost half of firms recently surveyed by Forrester use Net Promoter Score (NPS) as a key performance indicator (KPI) for the success of their customer experience (CX) efforts. In this report, we...
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Report The US Federal Customer Experience Index, 2019
How US Federal Government Agencies Drive Mission Performance With The Quality Of Their Experience
The White House requires federal agencies to provide customer experiences that are comparable to those of leading private sector organizations. In this report, we measure agencies' progress toward...
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Report Best Practices: Government Cloud Usage
Tackling Contracts, Culture, And Regulation
There's no such thing as a one-size-fits-all cloud strategy. Government opportunities and constraints differ from those of the private sector in many ways. To identify the top pathways for cloud...
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Report Digital Government Needs Agile Procurement: Six Lessons To Get Started
October 22, 2019 | Amanda LeClairAgile government procurement sounds like an oxymoron. Despite efforts to streamline the procurement process, like the Federal Acquisition Regulation, many government agencies' legacy mindsets...
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Report The Singapore Customer Experience Index, 2019
How Brands Build Loyalty With The Quality Of Their Experience
How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of the 16 brands in three industries and the government sector in the...
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Report The Forrester Tech Tide™: Internet Of Things, Q3 2019
Eighteen Technologies Underpin IoT Solutions
July 25, 2019 | Michele PelinoA diverse array of internet-of-things (IoT) technologies is necessary to enhance operational efficiencies and enable personalized customer experiences across vertical markets and use cases. To help...
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Report Insights-Driven Cities Deliver Effective Governance
People, Process, Data, And Technology Improve Service Delivery And Citizen Experience
The decade-old "smart city" moniker is yielding its hold. Hail the rise of the "insights-driven city," in which city leaders use data insights to understand the needs of citizens, optimize...
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Report The US Customer Experience Index, 2019
How Brands Build Loyalty With The Quality Of Their Experience
June 11, 2019 | Rick ParrishHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 260 brands across 16 industries in the US Customer Experience...
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Report The Australian Government's Customer Experience Affects Mission Outcomes
Insights From Forrester's Customer Experience Index
March 29, 2019 | Riccardo Pasto, William WillseaLike most global citizens, Australians rate their government's customer experience (CX) as poor. In this report, we measure the impact of the government's CX on its mission performance with our...
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Report Digital Out-Of-Home Delivers Customers
February 22, 2019 | Joanna O'Connell, Susan BidelDigital screens bring an entirely new dynamic to out-of-home (OOH) advertising, a channel that has withstood the test of time. Digital out-of-home (DOOH) provides B2C marketers with a refreshing...
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Report What's New In Service Design And What It Means For CX Pros
Highlights From The 2018 Global Service Design Conference With Forrester's Analysis
February 13, 2019 | Karine Cardona-SmitsWhat's the latest in service design, and what does it mean for customer experience (CX) professionals? Forrester attended the 2018 Service Design Global Conference in October to investigate, and we...
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Report 2019 US Tech Budgets: Industry Outlook
CIOs Should Make Their 2019 Plans With A Solid Understanding Of What's Going On In Their Industry
February 6, 2019 | Andrew BartelsThe US tech budget outlook for 2019 is generally positive, with projected growth of 6.1% only slightly slower than its 2018 growth. But in that broad picture, different industries will face very...
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Report GRC Vision, 2019 To 2024
Vision: The Governance, Risk, And Compliance Playbook
January 25, 2019 | Renee Murphy, Christopher McCleanRisk management professionals are used to helping steer their organizations through uncertainty, and as fast as business and technology are advancing, they should be looking five years into the...
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Report The Australia Customer Experience Index, 2018
How Brands Build Loyalty With The Quality Of Their Experience
How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 36 brands across six industries in the Australia Customer...
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Report Smart City Platforms Enable The Insights-Driven City
Build A Foundation To Improve Operations And Citizen Experience
Cities leaders recognize the need to invest in infrastructure and applications to improve their operations, the services they provide constituents, and the overall experience of their citizens. New...
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Report Predictions 2019: The Internet Of Things
IoT's Business Promise Persists After A Consumer Reckoning
This report shares Forrester's 2019 predictions to help CIOs and their business counterparts tackle the rapidly changing internet-of-things (IoT) landscape to deliver and enable connected products...
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Report Predictions 2019: Cybersecurity
The US-China Trade War Will Revive Corporate Espionage Attacks Around The World
The race to improve customer engagement compels companies to collect volumes of personal data, and this puts enormous pressure on security teams to protect customers from fraud, privacy abuses, and...
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Report Don't Let Government Derail Your Customer Experience Innovation
Six Ways That CX Pros Can Drive The Conversation On Government Relations And Customer Experience
In the race to create great customer experience (CX), companies are pushing the envelope on data collection, employment practices, product classifications, and more. Many of these innovations...
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Report The Singapore Customer Experience Index, 2018
How Brands Build Loyalty With The Quality Of Their Experience
How well do leading brands build loyalty with the quality of their customer experience (CX)? In our inaugural Singapore Customer Experience Index (CX Index) report, we reveal the complete rankings...
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Report Digital Transformation Case Studies: How 23 Companies Redesigned Their Business
Examine Other Industries' Innovation Methods To Inform Your Transformation Strategy
August 27, 2018 | Martin GillBusiness leaders in every industry are launching initiatives to digitally transform their business. The task is daunting and has no clear path to success. Explore these 23 case studies —...
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Report Protect Your Investment: Build Privacy And Security Into Your Marketing Technology Strategy
Performance Management: The Customer Trust And Privacy Playbook
July 6, 2018 | Joe Stanhope, Alexander SpiliotesB2C marketing and customer insights (CI) pros are increasingly implementing a multitude of new technologies that use a wide variety of customer data for insights and engagement. These acquisitions...
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