Search Results
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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 LiousasEach 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...
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For Customer Experience Professionals
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Report The Canada Customer Experience Index, 2017
How Brands Build Loyalty With The Quality Of Their Experience
August 28, 2017 | Rick ParrishHow 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...
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For Customer Experience Professionals
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Report The US Customer Experience Index, 2017
How Brands Build Loyalty With The Quality Of Their Experience
August 1, 2017 | Rick ParrishHow 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...
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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
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...
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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'GradyCross-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...
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For Security & Risk Professionals
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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...
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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 LaiLoyalty 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...
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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?
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...
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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 WangMobile 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...
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For Customer Experience Professionals
Report
Report The Canada Customer Experience Index, 2016
Canadian Company Scores Reveal A Year Of Stagnation
September 29, 2016 | Rick ParrishHow 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...
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For CMO Professionals
Report
Report Brief: Forrester's Empowered Customer Segmentation Applies Across Industries
North American Consumer Technographics®
September 21, 2016 | Anjali LaiThe 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...
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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 SilvermanRetail, 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...
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For Customer Experience Professionals
Report
Report The US Customer Experience Index, 2016
July 18, 2016 | Rick ParrishHow 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...
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For Customer Experience Professionals
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Report Customer Experience Drives Revenue Growth, 2016
Business Case: The Customer Experience Ecosystem Playbook
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...
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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 SteinhouseApps 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...
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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 WangMobile is changing travelers' behaviors and expectations worldwide, making mobile moments the next battleground for airlines. While Chinese travelers are rapidly embracing mobile moments, most...
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For B2C Marketing Professionals
Report
Report Case Study: InterContinental Hotels Group Applies Context To Email
December 16, 2015 | Rebecca McAdamsHosting 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...
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For B2C Marketing Professionals
Report
Report The Best And Worst Of Email Marketing, 2015
December 2, 2015 | Shar VanBoskirk, Rebecca McAdamsThis 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...
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For Infrastructure & Operations Professionals
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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
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...
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For Customer Experience Professionals
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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 BurnsForrester'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...
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For B2C Marketing Professionals
Report
Report Case Study: Spring Airlines' Digital Business Takes Off With Social Marketing
September 16, 2015 | Xiaofeng WangB2C 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...
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For Customer Experience Professionals
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Report Brief: Loyalty Program Members Give Brands Higher Customer Experience Index Scores
August 7, 2015 | Megan Burns, Corey StearnsMany 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...
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For Customer Experience Professionals
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Report Does Customer Experience Really Drive Business Success?
Business Case: The Customer Experience Ecosystem Playbook
July 15, 2015 | Harley ManningIt'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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For CMO Professionals
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Report Digital Experiences Will Drive Brand Resonance For Rental Newcomers
Technographics® TRUE Brand Compass: Car Rental And Sharing
July 2, 2015 | James L. McQuiveyNew ride-booking and car sharing services like Getaround, Lyft, Uber, and Zipcar — some of which exploit the rising sharing economy — threaten to change car ownership eventually but...
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For Customer Experience Professionals
Report
Report The Canada Customer Experience Index, 2015
Benchmarking The Canadian Brands That Create The Most Loyalty With Their Customer Experience
June 8, 2015 | Megan Burns, Corey StearnsSix in 10 Canadian companies want to improve their customer experience (CX) in 2015. Forrester's Canada Customer Experience Index (CX Index™) benchmarks 194 companies that do business in...