Search Results
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Report The US Customer Experience Index, 2018
How Brands Build Loyalty With The Quality Of Their Experience
June 19, 2018 | 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 287 brands across 19 industries in the US Customer...
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Report IoT Transforms A 200-Year-Old Industry
Lessons From The Railway Industry
January 31, 2018 | Paul MillerAround the world, trains continue to grow in popularity. They're relatively green and relatively affordable. As passenger and freight numbers continue to rise, train operators must make more...
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Report Case Study: Airports Authority Of India Achieves Continuous Operations Despite Natural Calamity
The Comprehensive Planning, Recovery Automation, And Frequent Testing Of AAI And NIIT Technologies Delivers Results
January 26, 2018 | Naveen ChhabraInfrastructure and operations (I&O) professionals get the importance of developing a comprehensive disaster recovery (DR) plan, testing it frequently, and automating it as much as possible. But...
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Report Continuous Value Delivery Is The Foundation Of Success In A Customer-Obsessed World
Getting Closer To The Customer Will Fundamentally Change The Tech Team As We Know It
January 23, 2018 | Tim SheedyCIOs globally are looking for ways in which they can deliver value to their digitally savvy customers, partners, and employees. Many are focusing on the continuous value delivery model. This is a...
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Report Developing Tomorrow's Digital Experiences
Vision: The Mobile App Development Playbook
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....
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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...
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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...
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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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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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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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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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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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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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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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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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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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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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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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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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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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Report Customer Experience Drives Revenue Growth, 2016
Comparing The Revenue Performance Of CX Leaders And Laggards
June 21, 2016 | Harley Manning, Dylan CzarneckiIt'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...