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  • Report Assess How Your Omnichannel Capabilities Stack Up

    November 13, 2017 | Michelle Beeson

    Forrester's 2017 Retail Omnichannel Capabilities Assessment benchmarked 16 leading UK and US retailers to help digital business executives understand how their omnichannel capabilities compare with...

  • Report 2015 Retail Omnichannel Functionality Benchmark

    Upgrade Process, Metrics, And Technology For Omnichannel Success
    May 6, 2016 | Michelle Beeson

    Forrester used its Retail Omnichannel Functionality Benchmark methodology to assess 20 leading retailers across the UK and US to help retail digital business executives better understand how their...

  • Report 2015 UK Mobile Banking Functionality Benchmark

    Lloyds Bank Tops Our Review Of UK Banks' Mobile Services

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the mobile banking offerings of five retail banks in the UK using 41 criteria. While all of the UK banks deliver the...

  • Report UK's Multichannel Consumers Demand Customer Life-Cycle Marketing

    Discover The Touchpoints UK Consumers Turn To For Discovery, Exploration, Purchase, Inquiries, And Engagement
    April 7, 2015 | Samantha Merlivat

    Consumers have come to rely on a plethora of channels, devices and touchpoints to guide them through their purchase decisions. This path to purchase has broken free from the linear conception of...

  • Report 2014 UK Mobile Banking Functionality Benchmark

    Barclays Tops Our Review Of UK Banks' Mobile Services
    June 23, 2014 | Stephen Walker

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking services of the seven largest retail banks and building societies in the UK on more than 35...

  • Report The Power Of Predictions

    Case Studies In CRM Next Best Action
    June 22, 2011 | James G. Kobielus

    Many business process pros have implemented next-best-action technologies to improve customer retention, boost upsell and cross-sell, and enhance customer experiences. Best practices for customer...

  • Report The State Of Mobile Banking In Europe: 2011

    Mobile Banking Is Finally Taking Off
    April 12, 2011 | Sabine Poltermann, Alexander Hesse

    Most European banks have invested in mobile banking over the past few years, and consumers are finally starting to use it. Adoption has grown tremendously but is still far from mainstream...

  • Report The State Of Mobile Commerce In Europe

    Mobile Commerce Is Still Nascent And Shows A Small But Growing Market Opportunity
    July 13, 2010 | Lauriane Camus, Thomas Husson

    European mobile commerce is still at an early stage. Digital content is still the primary product purchased via mobile devices, but consumers show growing interest in using their mobile phone for...

  • Report Case Study: Skandia UK Evolves Online And Improves Multichannel Communications

    May 4, 2010 | Chad Mitchell

    In 2007, Skandia UK underwent a metamorphosis of its business, as its online investment business overtook its life and pensions business to become the largest business segment by total assets. More...

  • Report The Reality Of Customer Service In Europe: How Europeans Use And Rate Service Channels

    October 9, 2009 | Patti Freeman Evans

    With 51% of European adults having sought company support in the past three months, customer service must be a key component of any company retention strategy. We found that Europeans favor...

  • Report Why Mobile Could Reinvent Social Computing

    A Glimpse Into The European Mobile Social Web Landscape
    October 9, 2009 | Thomas Husson

    Mobile social activity is more than just accessing social networking sites while on the go. Mobile phones have the potential to become the hub of Social Computing activities and to be more than...

  • Report Why Mobile's Time Has Come

    Consumer-Facing Firms Must Develop, Or Revive, Their Mobile Strategies
    July 21, 2009 | Ian Fogg

    Most strategists realize that mobile is hot, but they're perhaps less sure whether this is hot air or the white heat of progress. The high-profile arrival of Apple and Google in the mobile market...

  • Report Realities Of Mobile Commerce In Europe

    July 15, 2009 | Victoria Bracewell Lewis

    New mobile handsets, technologies, and applications are beginning to engage shoppers in growing numbers throughout Europe. Although adoption remains low, customers will increasingly use their...

  • Report Alternative Delivery Options: Benefiting Both Buyers And Retailers

    February 18, 2009 | Patti Freeman Evans

    In-store pickup, shipment to store, and parcel pickup points all offer an alternative to home delivery of eCommerce orders in Europe. For retailers, alternative deliveries can create an opportunity...

  • Report UK Wireless Web Site Design, 2008

    November 18, 2008 | Marta Baigorri

    As part of a larger analysis of 12 firms across four industries, Forrester applied its Web Site Review (WSR) methodology to the Web sites of the UK's top three wireless providers: BT, O2, and...

  • Report Best And Worst Of European Cross-Channel Experience, 2007

    Forrester Applies Its Cross-Channel Review Methodology To 12 European Firms
    September 17, 2007 | Zayera Khan

    Forrester applied its Cross-Channel Review methodology to the experiences at 12 firms across three industries. Although some firms performed strongly in individual channels like the Web site or...

  • Report The UK's Nationwide Puts Its Members First

    A Case Study In Experience-Based Differentiation
    August 15, 2007 | Benjamin Ensor

    In the late 1990s, the UK's Nationwide Building Society faced a challenge — many members were pushing the institution toward demutualization. Nationwide rebuffed this move by improving its...

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