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  • For CIO Professionals

    Report

    Report The Top 10 Technology Trends To Watch: 2018 To 2020

    Ten Trends Will Help You Maximize The Value Of Business Technology

    Maximizing the value of your business technology investments requires an understanding of trends — not just as interesting reading but as vital clues to your firm's future success and, possibly,...

  • For CIO Professionals

    Report

    Report Insights-Driven Businesses Set The Pace For Global Growth

    The Vision Report Of The Insights-Driven Business Playbook

    A new kind of company — we call them insights-driven businesses — has formed. They are growing at an average of more than 30% annually and are on track to earn $1.8 trillion by 2021. These...

  • For Customer Experience Professionals

    Report

    Report The US Investment Firms Customer Experience Index, 2017

    How US Investment Brands Earn Loyalty With The Quality Of Their Experience
    October 18, 2017 | Davis Janowski, Dylan Czarnecki

    How well do leading investment brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 23 US investment brands — both direct and...

  • For B2B Marketing Professionals

    Report

    Report Global Business Technographics® Data & Analytics Survey, 2017: Overview

    A Business Technographics Presentation
    October 16, 2017 | Brian Luu, Tyler McDaniel

    This report is an overview of the Forrester Data Global Business Technographics® Data And Analytics Survey, 2017. Topics include the top data-driven initiatives; business intelligence drivers and...

  • For Customer Experience Professionals

    Report

    Report Creating Powerful Customer Experiences In A Low-Engagement Industry

    Answer Five Key Questions To Transform CX In The Retirement Sector
    October 13, 2017 | Tom Champion

    Delivering exceptional customer experiences (CX) in low-engagement industries is hard. This is particularly true for the retirement planning sector, which is typically both heavily regulated and...

  • For Customer Experience Professionals

    Report

    Report The US Auto And Home Insurance Customer Experience Index, 2017

    How US Auto And Home Insurance Brands Earn Loyalty With The Quality Of Their Experience
    October 12, 2017 | Ellen Carney

    How well do leading auto and home insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 auto and home insurance brands...

  • For B2C Marketing Professionals

    Report

    Report Create An Evolved Loyalty Strategy, Not Just An Effective Program

    Executive Overview: The Customer Loyalty Playbook
    October 10, 2017 | Emily Collins

    Business-to-consumer (B2C) marketing professionals must help their firms mature their approach to customer loyalty to drive retention, engagement, and advocacy. Strategies that rely purely on...

  • For Customer Insights Professionals

    Report

    Report Vendor Landscape: The Consumer Data Ecosystem's Service Providers

    Partners To Leverage For First-, Second-, Third-, And Zero-Party Data Optimization
    October 10, 2017 | Fatemeh Khatibloo

    The consumer insights (CI) ecosystem used to be simple — comprised mostly of agencies, data brokers, and database providers. But today's marketer relies on a multitude of data providers, partners,...

  • For B2B Marketing Professionals

    Report

    Report What B2B Marketers Must Know And Do To Make Attribution Work

    Make Attribution A Linchpin With Strategic And Operational Discipline
    October 5, 2017 | Allison Snow

    The evidence is overwhelming that buyers manage their exploration and purchase journeys on their own terms via channels that are convenient for them. B2B marketers require visibility into the...

  • For Customer Experience Professionals

    Report

    Report The US Banking Customer Experience Index, 2017

    How US Bank Brands Earn Loyalty With The Quality Of Their Experience
    October 4, 2017 | Alyson Clarke, Dylan Czarnecki

    How well do leading bank brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 28 banking brands — both direct banks and traditional...

  • For B2C Marketing Professionals

    Report

    Report Link Insights To Action With A Measurement-Driven Organization

    Organization: The Marketing Measurement And Insights Playbook
    October 3, 2017 | Tina Moffett

    Firms are eager to develop a more advanced marketing performance measurement approach as the next step in optimizing marketing budgets. B2C marketers must coordinate measurement goals and...

  • For B2C Marketing Professionals

    Report

    Report Make Privacy A Competitive Differentiator

    Executive Overview: The Customer Trust And Privacy Playbook
    September 28, 2017 | Fatemeh Khatibloo

    Consumers are increasingly aware of the value of their personal data. As a result, companies can no longer afford to dismiss customer concerns about the use of that data. Forrester believes that...

  • For Customer Experience Professionals

    Report

    Report The US Health Insurance Customer Experience Index, 2017

    How US Health Insurance Brands Earn Loyalty With The Quality Of Their Experience
    September 27, 2017 | Faith Adams, Kate McCarthy, Dylan Czarnecki

    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...

  • For Customer Insights Professionals

    Report

    Report The State Of Customer Analytics 2017

    Benchmarks: The Customer Analytics Playbook
    September 25, 2017 | Brandon Purcell

    To assess the state of analytics adoption, including goals, challenges, and analytics sophistication, Forrester and Burtch Works fielded an online survey to 229 customer analytics and measurement...

  • For Customer Insights Professionals

    Report

    Report The Forrester Wave™: Customer Analytics Service Providers, Q3 2017

    These 10 Providers Transform Big Customer Data Into Big Value
    September 25, 2017 | Brandon Purcell

    In our 33-criteria evaluation of customer analytics service providers, we identified the 10 most significant ones — Allant Group, BRIDGEi2i Analytics Solutions, Clarity Insights, CSS Corp, Experfy,...

  • For Customer Experience Professionals

    Report

    Report The Forrester Wave™: Customer Journey Analytics Orchestration Platforms, Q3 2017

    Kitewheel, Thunderhead, NICE, And Teradata Lead In An Emerging Field Of Vendors

    In our 27-criteria evaluation of customer journey analytics orchestration platform providers, we identified the 10 most significant ones — Adobe, ClickFox, ENGAGEcx, Kitewheel, NICE, Pointillist,...

  • For Customer Experience Professionals

    Report

    Report The Seven Top Questions About Journey Analytics

    Journey Analytics Improves Interactions And Predicts Future Behavior
    September 14, 2017 | Joana van den Brink-Quintanilha

    Journey analytics is a hot topic because it can help firms move the needle on customer obsession. But misconceptions about what journey analytics is and how it's done get in the way. Forrester...

  • For Customer Experience Professionals

    Report

    Report The Forrester Wave™: Customer Journey Analytics Visioning Platforms, Q3 2017

    NICE, Kitewheel, Thunderhead, And Teradata Lead In An Emerging Field Of Vendors

    In our 27-criteria evaluation of customer journey analytics visioning platform providers, we identified the 13 most significant ones — Adobe, ClickFox, ENGAGEcx, Kitewheel, NICE, Pointillist,...

  • For B2C Marketing Professionals

    Report

    Report Harness Loyalty Insights To Build Business Advantage

    Processes: The Customer Loyalty Playbook
    September 13, 2017 | Emily Collins

    Many companies that invest in customer loyalty deploy loyalty programs that both incentivize behavior and collect valuable data from engaged and loyal customers. It's easy to treat loyalty as a...

  • For Application Development & Delivery Professionals

    Report

    Report Assess CRM Capabilities To Pinpoint Opportunities

    Assessment: The CRM Playbook
    September 12, 2017 | Kate Leggett

    This report helps application development and delivery (AD&D) pros who are looking to implement customer relationship management (CRM) strategies and solutions. The effects of automation and...

  • For B2C Marketing Professionals

    Report

    Report Build Capabilities For Measurement Success

    Strategic Plan: The Marketing Measurement And Insights Playbook
    September 8, 2017 | Tina Moffett

    Measurement continually challenges B2C marketers because constant customer connectivity generates myriad paths to purchase. As a result, marketers fall back on elementary last-touch measurement...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Streaming Analytics, Q3 2017

    Use This Technology To Make Your Enterprise Applications Sense, Think, And Act In Real Time
    September 7, 2017 | Mike Gualtieri

    We live in a real-time world, and so too should enterprise applications. In our 25-criteria evaluation of streaming analytics providers, we identified the 13 most significant ones — Amazon Web...

  • For Customer Insights Professionals

    Report

    Report Rate Your Digital Intelligence Mastery

    Assessment: The Digital Intelligence Playbook
    September 6, 2017 | Cinny Little, James McCormick

    Digital intelligence (DI) is advancing, but firms must speed up progress to remain competitive and catch up with insights-driven businesses. Many firms are stymied by the breadth and depth of...

  • For Customer Experience Professionals

    Report

    Report The US Federal Customer Experience Index, 2017

    September 6, 2017 | Rick Parrish, Margaret Rodriguez

    The White House requires federal agencies to provide customer experiences that match the best of the private sector's. In this report, we measure agencies' progress toward this goal with our annual...

  • For Customer Experience Professionals

    Report

    Report Voice Of The Customer Vendor Landscape, 2017

    Twenty-Nine VoC Vendor Profiles Will Kickstart Your Selection Process
    September 5, 2017 | Maxie Schmidt-Subramanian

    Companies use voice-of-the-customer (VoC) programs to collect and analyze customer feedback, inform customer experience (CX) improvements, and track the results of those improvements. To manage the...

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