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  • Consumer Mobility

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  • For B2C Marketing Professionals

    Report

    Report Marketers Must Focus On The KPIs That Count

    Performance Management: The Digital Media Buying Playbook
    February 9, 2018 | Susan Bidel

    For more than 20 years, B2C marketers have used key performance indicators (KPIs) derived from the practices and needs of direct marketers. But consumer content consumption practices have changed,...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2018 Retail Best Practices: Mobile Web

    Apply Lessons Learned From Forrester's Retail Wave™: US Mobile Web, Q4 2017
    February 2, 2018 | Brendan Miller

    Mobile web is booming: We forecast that US retail sales via smartphone will grow at a compound annual growth rate (CAGR) of 18% over the next five years. Plus, smartphones will impact more than...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Disrupting Finance: Digital Insurers

    Digital Insurance Startups Aim To Offer A Better Customer Experience
    January 31, 2018 | Oliwia Berdak

    The past few years have seen the emergence of a growing number of digital insurance startups like BIMA, Cuvva, Lemonade, Oscar, Slice, and Trōv, which use digital technologies to simplify the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Forrester Investing Wave™: US Mobile Apps, Q1 2018

    Mobile Investing Apps Underwhelm With Poor Usability And Lack Of Guidance, Undermining Strong Transactional Features
    January 16, 2018 | Davis Janowski, Jennifer Wise

    Mobile apps have become integral to consumers, who turn to them to manage their everyday lives — including their financial well-being. To see how helpful investing apps are to customers, we...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Measuring Up: Benchmarking Your B2B eCommerce Performance

    Benchmarks: The B2B eCommerce Playbook
    January 12, 2018 | John Bruno

    In the age of the customer, B2B companies must know where they're performing and underperforming with their clients. Once again, Forrester partnered with Internet Retailer to survey B2B digital...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Investment Management Apps Are Failing Mainstream, Younger US Investors

    Incumbents Risk Losing Millennial Investors Over Lack Of Comprehensive Financial Guidance In Mobile Offerings
    December 26, 2017 | Davis Janowski

    Many traditional investment management firms have felt little pressure to develop their mobile apps to include holistic advice features. This makes sense to a point: Incumbent firms' best clients...

  • For Application Development & Delivery Professionals

    Report

    Report Developing Tomorrow's Digital Experiences

    Vision: The Mobile App Development Playbook
    December 22, 2017 | Julie A. Ask, Michael Facemire

    Digital channels are more amorphous and fragmented than ever. However, they share a common core: mobile. Mobile will emerge as the central choreographer in this broader, connected ecosystem....

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Make Mobile Org Best Practices Your Digital Ones

    Organization: The Mobile eBusiness Playbook

    Organization determines how effectively teams collaborate and work toward the cadence and quality that consumers demand from their mobile experiences. With mobile being the driving force behind...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Mobile App: How To Make A Call

    Processes: The Mobile eBusiness Playbook
    December 12, 2017 | Julie A. Ask

    Nine years after Apple opened the Apple App Store to third-party developers, digital business leaders are still asking, "Does our firm need an app?" Many do, but the reasons have changed. Before...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Best Practices In US Mobile Investing Functionality

    The Industry Has Far To Go To Meet The Holistic Needs Of Younger Investors
    December 7, 2017 | Davis Janowski

    With expectations rising and substantial business at stake in landing and retaining 87 million US Millennial investors, digital wealth management teams know they need to improve their portfolios of...

  • For B2B Marketing Professionals

    Report

    Report Forrester Data Global Business Technographics® Mobility Survey, 2017: Overview

    A Business Technographics Presentation
    December 4, 2017 | Tania Somani, Tyler McDaniel

    This report is our overview of global decision makers’ mobile priorities, adoption rates, drivers, and challenges based on the Forrester Data Global Business Technographics® Mobility Survey, 2017....

  • For Application Development & Delivery Professionals

    Report

    Report Best Practices For Mobile Experience Development And Delivery

    Development Shop Transformations Drive Mobile Experience Delivery
    December 1, 2017 | Jeffrey S. Hammond, Julie A. Ask

    Most software development shops don't have the right operational models to build and deliver great mobile and digital experiences. This document examines the best practices that applications...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The State Of Wearables: 2017 To 2022

    Create A Micro-Moments (Not A Wearables) Strategy
    November 28, 2017 | Julie A. Ask, Laura Naparstek

    Digital business pros care about consumer-purchased wearables for two important reasons: 1) These wearables offer unprecedented longitudinal data of all kinds and 2) they present a new medium with...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Choose The Right Metrics For Commerce Apps

    Performance Management: The Mobile eBusiness Playbook
    November 21, 2017 | Julie A. Ask

    Metrics are key to enabling smart business decisions. Too many digital business professionals want to benchmark their performance against their competition rather than devise a scorecard that...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Mobile Mind Shift Maturity Framework

    Assessment: The Mobile eBusiness Playbook
    November 20, 2017 | Julie A. Ask

    Few companies have adapted to the mobile mind shift, as many lack the resources, budget, and organization to make the shift. This report helps digital business professionals understand the path to...

  • For Customer Experience Professionals

    Report

    Report North American Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 11 Mobile Banking Apps
    November 17, 2017 | Andrew Hogan, Alex Causey, Jennifer Wise

    For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are North American mobile banking apps...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Forrester Retail Wave™: European Mobile Web, Q4 2017

    The Usability Of Mobile Websites Among European Retailers Must Improve
    November 13, 2017 | Michelle Beeson, Alex Causey

    As mobile becomes the dominant digital touchpoint, retailers must do more to streamline their customers' experiences on a smaller screen. We evaluated the mobile websites of 10 European retailers...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How Italian Banking Customers Use Different Channels, 2017

    Weave Digital And Human Touchpoints Together To Deliver Superior Customer Experiences
    November 9, 2017 | Aurelie L'Hostis

    Digital business strategy executives at Italian banks face a twofold challenge: Banks need to encourage less digital-savvy customers to use digital touchpoints for routine banking tasks; at the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Predictions 2018: Mobile Evolves Into The Digital Experience Conductor

    Landscape: The Mobile eBusiness Playbook

    2018 is the year that mobile becomes core to the digital ecosystem. Devices are evolving to seamlessly work together. Tooling is following that evolution, allowing developers to build for...

  • For Application Development & Delivery Professionals

    Report

    Report Mobile Needs A Four-Tier Engagement Platform

    Road Map: The Mobile App Development Playbook
    November 6, 2017 | Michael Facemire, Ted Schadler

    Mobile is pushing aging web architectures to the brink. The three-tier architecture built for a browser-led PC world can't flex, scale, or respond to the needs of a good mobile experience or the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Engage Customers Through Mobile

    Executive Overview: The Mobile eBusiness Playbook
    October 27, 2017 | Julie A. Ask

    Digital business professionals face both the opportunity and the challenge of an ever-more-connected consumer. Consumers expect to be able to engage with brands on their mobile devices to get...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Forrester Retail Wave™: US Mobile Web, Q4 2017

    The Functionality And Usability Gap Widens Among Top Retailers' Mobile Websites
    October 26, 2017 | Brendan Miller, Jennifer Wise

    The mobile web is becoming many retailers' most visited digital channel, yet it converts at an average of just 1% — less than both desktop web and mobile apps. To increase mobile web conversion,...

  • For B2C Marketing Professionals

    Report

    Report The State Of Empowered Customers And Technology: Benchmark 2017, Global

    Global Consumer Technographics®
    October 6, 2017 | Anjali Lai

    Consumer behaviors and expectations are rapidly evolving, but the rate of change differs across the globe. And while similar attitudes drive the most empowered customers, their device usage varies...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report TechRadar™: Digital Store Customer Experience Technology, Q3 2016 (Updated)

    Tools And Technology: The Digital Store Playbook
    October 3, 2017 | Ananda Chakravarty, Lily Varon

    Promising technologies to revolutionize the in-store shopping experience for consumers are inundating retailers. Our research shows that most of these experiences miss the mark today. To help both...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report TechRadar™: Digital Store Operations Technology, Q3 2016 (Updated)

    September 29, 2017 | Ananda Chakravarty, Lily Varon

    eBusiness pros are already reaping value from technologies that improve store operations — unlike customer-experience-focused digital store technologies that are largely still early stage. To help...

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