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  • For Application Development & Delivery Professionals

    Report

    Report Transform The Contact Center For Customer Service Excellence

    Executive Overview: The Contact Centers For Customer Service Playbook
    February 23, 2018 | Kate Leggett

    Customer service is at a tipping point. Customers contact enterprises more often and in more channels; they shift between channels seamlessly and even use multiple channels simultaneously....

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Forrester Data: Online Insurance Forecast, 2017 To 2022 (US)

    ForecastView Document
    February 15, 2018 | Susan Wu

    This report looks at the factors that drive the size and growth of the motor, property, and life insurance markets in the US. It also details the size of online and web-influenced sales and...

  • For Customer Experience Professionals

    Report

    Report Clear Communication Is Vital For Government CX Success

    Improving How You Communicate Creates A Better Customer Experience — And Improves CX Metrics
    February 14, 2018 | Faith Adams, Rick Parrish

    How well federal agencies communicate with their customers has a surprisingly large impact on the overall customer experience they deliver. This outsized influence can be a game-changer for your...

  • For Infrastructure & Operations Professionals

    Report

    Report The Technology-Augmented Employee

    How Emerging Technologies Like Artificial Intelligence Are Reshaping The Future Of Work
    February 13, 2018 | J. P. Gownder

    Infrastructure and operations (I&O) leaders seek to drive employee productivity, engagement, and success by deploying a wide array of technologies. These include everything from traditional devices...

  • For Application Development & Delivery Professionals

    Report

    Report Three Trends Shape Digital Services Engagements

    Snapshot Of Three Trends In Forrester's Business Technographics 2017 Services Survey
    February 9, 2018 | Amanda LeClair

    As enterprises strive to transform their organizations with digital technologies, the consulting and system integration marketplace is transforming as well. For this report, we take a look at three...

  • For CMO Professionals

    Report

    Report Amazon Will Own Your Customer In The Future

    February 8, 2018 | James L. McQuivey

    Amazon has built the most powerful customer relationship ever, carefully constructing an ecosphere around tens of millions of customers. With aggressive moves in 2017, including buying Whole Foods...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The State Of Digital Banking, 2018

    Landscape: The Digital Banking Strategy Playbook
    February 7, 2018 | Aurelie L'Hostis

    The banking industry has entered a period of unprecedented innovation. While many banks have a digital strategy, few have embarked on a true digital business transformation. This report explores...

  • For Infrastructure & Operations Professionals

    Report

    Report Case Study: Georgia Technology Authority Transforms Into An Agile Service Provider

    February 7, 2018 | Eveline Oehrlich

    The need for more agility in the world of infrastructure and operations (I&O) demands leaders transform their current service and operating model. To sustain excellent service quality at a...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Process Makes Perfect: Exceed Customer Expectations With Omnichannel Excellence

    Processes: The Omnichannel Commerce Playbook
    February 6, 2018 | Brendan Witcher

    Today, it's table stakes for retailers to have functioning omnichannel fulfillment programs. However, many still fail to meet customer expectations in this area, and they also struggle to fully...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Omnichannel Mastery: Optimize Fulfillment And Engagement

    Continuous Improvement: The Omnichannel Commerce Playbook
    February 5, 2018 | Brendan Witcher

    Omnichannel fulfillment capabilities — the ability to offer the customer cross-channel visibility and ordering options — have become standard offerings for leading retailers. Many started by...

  • For Security & Risk Professionals

    Report

    Report The State Of Endpoint Security, 2018

    New Threats Are Driving Technology Consolidation
    February 5, 2018 | Chris Sherman, Salvatore Schiano

    Every year, Forrester surveys thousands of security decision makers and information workers around the world. This report examines endpoint security spending and adoption patterns, helping security...

  • 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 B2C Marketing Professionals

    Report

    Report Millennials Drive The Sharing Economy

    North American Consumer Technographics®
    January 29, 2018 | Jonathan Winkle

    The sharing economy — peer-to-peer platforms that provide access to shared goods and services — is firmly established and poised to grow to an estimated $335 billion in the US by 2025. Millennials...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The State Of Digital Insurance, 2018

    Landscape: The Digital Insurance Strategy Playbook
    January 25, 2018 | Oliwia Berdak

    Insurers have so far been shielded from digital disruption by an older demographic, underwriting expertise, and regulatory requirements. But these barriers are starting to fall. This report...

  • For Application Development & Delivery Professionals

    Report

    Report Tap Into Your Services Partner's Ecosystem

    Leading Services Firms Orchestrate Your Ecosystem, From Startups To Stalwarts
    January 25, 2018 | Amanda LeClair

    The drumbeat of "disrupt or be disrupted" is often substantiated by the success of Uber and Airbnb, insinuating that your organization is under threat from digital startups. But as the importance...

  • For Infrastructure & Operations Professionals

    Report

    Report An I&O Pro's Guide To Platform-As-A-Service

    There's No Single PaaS To Rule Them All

    Your developer teams seek accelerated productivity, but developing at speed isn't an overnight change. As infrastructure and operations (I&O) professionals enter platform-as-a-service (PaaS)...

  • For Application Development & Delivery Professionals

    Report

    Report 2018 Customer Service Trends: How Operations Become Faster, Cheaper — And Yet, More Human

    Vision: The Contact Centers For Customer Service Playbook
    January 24, 2018 | Kate Leggett

    We're at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels — shifting between them seamlessly and even using...

  • For Application Development & Delivery Professionals

    Report

    Report How To Create A Knockout Enterprise Collaboration Strategic Plan

    Strategic Plan: The Enterprise Collaboration Playbook
    January 18, 2018 | Art Schoeller

    Enterprise collaboration programs can provide the connective tissue of the customer experience (CX) ecosystem. However, programs fall flat when application development and delivery (AD&D)...

  • For Security & Risk Professionals

    Report

    Report The US Healthcare Security Benchmark 2017 To 2018

    Healthcare Providers Must Improve Security For Digital Transformation
    January 17, 2018 | Salvatore Schiano, Chris Sherman

    IT security budgets at US healthcare organizations have lagged behind other industries. In a highly regulated industry, budget constraints have made compliance challenging and impeded security...

  • 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 Forrester Data: Luxury Retail Forecast, 2017 To 2022 (Global)

    ForecastView Document
    January 8, 2018 | Michael O'Grady

    Digital channels and online sales are changing luxury shoppers' habits. Store footfall continues to decline, discounts from third-party retailers threaten brand prestige, and online shoppers tend...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Apocalypse, Schmapocalypse: What's Really Happening In Retail

    Landscape: The Retail eCommerce Playbook
    January 8, 2018 | Sucharita Kodali

    Despite all the press about the supposed impending doom in retail, we believe digital business strategy executives should take a more realistic (and pragmatic) overview of the state of the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Customer Advocacy 2017: How Advocating For Customers Helps Financial Firms Drive Loyalty

    US Customers Rate Their Banks, Credit Card Providers, Insurers, And Wealth Management Firms On Advocacy And Future Purchase Intent
    January 3, 2018 | Alyson Clarke, Michael Chirokas

    Customer advocacy — customers' perception that a firm does what's best for them, not just what's best for the firm's own bottom line — is a key driver of loyalty and future purchase intent at...

  • For B2C Marketing Professionals

    Report

    Report Forrester Data: Search Marketing Forecast, 2017 To 2022 (US)

    ForecastView Document
    January 3, 2018 | Brandon Verblow

    With half of every dollar spent on digital advertising going toward search, it remains the most crucial channel for marketers to get right. It is a maturing category, with demand for paid ads via...

  • 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...

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