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  • For Customer Experience Professionals

    Report

    Report Drive Business Growth With Great Customer Experience, 2017

    The Upside Of Investing In CX For 17 Industries

    Many customer experience (CX) pros find it hard to show the connection between improving CX and making a business impact. That's why Forrester built models that demonstrate how CX improvements...

  • For Customer Experience Professionals

    Report

    Report MSC Cruises Seeks To Transform The Guest Experience With Emerging Tech

    To Create The Cruise Ship Of The Future, MSC Is Blending Physical And Digital Experiences

    MSC Cruises is investing €9 billion in building a fleet of new ships equipped with advanced new customer-facing technology and has just launched the first of them: MSC Meraviglia. We spoke with...

  • For B2C Marketing Professionals

    Report

    Report Q&A: Four Best Practices For Social Marketing Success

    Learn From The Hospitality Industry To Deliver Social Media Wins
    September 5, 2017 | Erna Alfred Liousas

    Each update to social media forces marketers to question priorities as they struggle with the conundrum "To adopt or not to adopt?" This report combines marketers' top social marketing questions...

  • For Customer Experience Professionals

    Report

    Report The Canada Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    August 28, 2017 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 192 brands across 18 industries in the Canada CX Index...

  • For Customer Experience Professionals

    Report

    Report The US Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    August 1, 2017 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 314 brands across 21 industries in the US CX Index. We...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Our Favorite Mobile Websites, And How They Did It

    Five Case Studies Show How To Reinvent Your Mobile Website
    July 21, 2017 | Danielle Jessee, Ted Schadler

    Few customers and even fewer prospects will use your app — but they will visit your website on their phones. Alas, when they arrive, their experience pales in comparison to your app — and even your...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Cross-Border Services Will Help Cross-Border eCommerce Reach $627 Billion By 2022

    ForecastView Document
    June 23, 2017 | Michael O'Grady

    Cross-border shopping will make up 20% of eCommerce in 2022, with sales of $627 billion. Asia Pacific, driven by China, will become the largest eCommerce cross-border region for both imports and...

  • For Security & Risk Professionals

    Report

    Report Best Practices For Minimizing Business Travel Risk

    Detailed Guides For Preventing Cybertheft, Espionage, And Physical Harm

    Determined adversaries will stop at nothing to infiltrate your firm for its sensitive data, and employees who travel for business or take their devices on the road often become a vulnerability that...

  • For B2C Marketing Professionals

    Report

    Report Industry Nuances In US Loyalty Program Engagement, Attitudes, And Expectations

    A Technographics® 360 Report Using Survey And Qualitative Data
    October 27, 2016 | Anjali Lai

    Loyalty programs are everywhere, and US online consumers belong to many of them. But not all rewards programs are considered equal in their minds. This report applies Forrester's Technographics 360...

  • For Customer Experience Professionals

    Report

    Report Brief: The Demise Of The Chinese Group Tour

    Metro China's Travelers Are Going Independent — Are You Ready For Them?
    October 13, 2016 | Riccardo Pasto, Ryan Hart

    Over the past 15 years, China's outbound tourism has changed dramatically and grown to become the largest in the world. Chinese travelers are now younger, more confident, and have higher...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Brief: Hotels Differentiate With Mobile Moments

    Smart Hotels Are Crafting High-Value Mobile Moments Throughout Their Customers' Journeys To Create Competitive Advantage
    October 12, 2016 | Xiaofeng Wang

    Mobile is changing travelers' behaviors and expectations worldwide, making mobile moments the next battlefield for hotels. While Chinese travelers are rapidly embracing mobile moments delivered by...

  • For Customer Experience Professionals

    Report

    Report The Canada Customer Experience Index, 2016

    Canadian Company Scores Reveal A Year Of Stagnation
    September 29, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in Canada and the specific brands that you must beat to...

  • For CMO Professionals

    Report

    Report Brief: Forrester's Empowered Customer Segmentation Applies Across Industries

    North American Consumer Technographics®
    September 21, 2016 | Anjali Lai

    The pursuit of novel and emotionally satisfying experiences combined with a growing number of devices, digital services, and information sources is giving customers a sense of empowerment that...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How To Design Internet-Of-Things Engagements In Retail, Hospitality, And Travel

    Build IoT Engagements With The Customer-Obsessed Transparency Framework
    August 17, 2016 | J. P. Gownder, Adam Silverman

    Retail, hospitality, and travel firms have begun to invest in, test, and implement internet-of-things (IoT) projects. But IoT opens up numerous privacy concerns for customers while also potentially...

  • For Customer Experience Professionals

    Report

    Report The US Customer Experience Index, 2016

    July 18, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? We reveal the top performers in the US as well as the specific brands that you need to beat to take over...

  • For Customer Experience Professionals

    Report

    Report Customer Experience Drives Revenue Growth, 2016

    Business Case: The Customer Experience Ecosystem Playbook
    June 21, 2016 | Harley Manning, Dylan Czarnecki

    It's the age of the customer, and transforming the customer experience (CX) is one of five critical market imperatives that companies need to shift toward customer obsession. But how can customer...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Do Smartphone Owners Use The App, The Mobile Site, Or Both?

    A Forrester Data Snapshot
    June 15, 2016 | Nicole Dvorak, Kyle Steinhouse

    Apps and mobile websites serve both distinct and overlapping needs, sometimes for the same customer. By looking at consumers’ passively collected behavior on smartphones, we found that for some...

  • For B2C Marketing Professionals

    Report

    Report Brief: Airlines Must Embrace Mobile Moments To Differentiate

    Smart Airlines Are Building Competitive Advantage By Crafting High-Value Mobile Moments Throughout Their Customers' Journeys
    March 10, 2016 | Xiaofeng Wang

    Mobile is changing travelers' behaviors and expectations worldwide, making mobile moments the next battleground for airlines. While Chinese travelers are rapidly embracing mobile moments, most...

  • For B2C Marketing Professionals

    Report

    Report Case Study: InterContinental Hotels Group Applies Context To Email

    December 16, 2015 | Rebecca McAdams

    Hosting 130 million guests every year across a family of hotel brands and more than 4,900 hotels in nearly 100 countries around the world, InterContinental Hotels Group (IHG) is focused on...

  • For B2C Marketing Professionals

    Report

    Report The Best And Worst Of Email Marketing, 2015

    December 2, 2015 | Shar VanBoskirk, Rebecca McAdams

    This report helps marketing leadership professionals benchmark their email marketing campaigns against 70 of their peers that Forrester reviewed from the consumer goods, retail, travel, financial...

  • For Infrastructure & Operations Professionals

    Report

    Report Bridge The Broken Internet-Of-Things Promise

    In Retail, Hospitality, And Travel, The Promise Of IoT And Wearable Technologies Exceeds The Current Capacity To Execute
    November 12, 2015 | J. P. Gownder, Michele Pelino

    Internet-of-Things technologies have shown the potential to help businesses deliver new digital customer experiences while achieving digital operational excellence on the back end in industries...

  • For Customer Experience Professionals

    Report

    Report The US Customer Experience Index, Q3 2015

    Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience
    October 5, 2015 | Megan Burns

    Forrester's Customer Experience Index (CX Index™) helps customer experience (CX) professionals understand the ups and downs of CX quality over time. The CX Index franchise scores more than 900...

  • For B2C Marketing Professionals

    Report

    Report Case Study: Spring Airlines' Digital Business Takes Off With Social Marketing

    September 16, 2015 | Xiaofeng Wang

    B2C marketers increasingly face the challenge of engaging hypersocial, always-addressable digital consumers. This case study explores how Spring Airlines invested in social marketing to accelerate...

  • For Customer Experience Professionals

    Report

    Report Brief: Loyalty Program Members Give Brands Higher Customer Experience Index Scores

    August 7, 2015 | Megan Burns, Corey Stearns, Samantha Ngo

    Many loyalty programs include perks that are designed to give a firm's best customers a differentiated experience. But do they deliver? In this brief, we answer that question by comparing the...

  • For Customer Experience Professionals

    Report

    Report Does Customer Experience Really Drive Business Success?

    Business Case: The Customer Experience Ecosystem Playbook
    July 15, 2015 | Harley Manning

    It's the age of the customer, when technology and economic forces have changed the world to such a great extent that an obsession with winning, serving, and retaining customers is the only possible...

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