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  • For eBusiness & Channel Strategy Professionals

    Report

    Report Understanding The Chinese Luxury Shopper

    ForecastView Document
    March 20, 2017 | Michael O'Grady

    Chinese average household incomes are up to 10 times lower than those of Western Europe or North America, yet one-third of the world's luxury spend comes from China. This report explores this...

  • For Customer Experience Professionals

    Report

    Report Chinese Banks Must Embrace Customer Experience To Achieve Sustainable Growth

    Traditional Banks Need To Up Their CX Game To Stay Relevant In An Increasingly Competitive Market
    March 20, 2017 | Riccardo Pasto

    To achieve sustainable business growth in an increasingly competitive market, Chinese banks can no longer rely on commoditized products and services. Innovative banks that create value for their...

  • For B2C Marketing Professionals

    Report

    Report The Sell-Side Video Adtech Stack Has Emerged

    But Publishers Should Choose Based On Their Revenue Mix
    March 14, 2017 | Susan Bidel

    Video advertising inventory is scarce, and as a result, costs per thousand (CPMs) are high. Premium publishers, aware of shifting media consumption habits and eager to benefit from high video CPMs,...

  • For Security & Risk Professionals

    Report

    Report GDPR And Privacy Best Practices Of Financial Services Firms

    March 14, 2017 | Enza Iannopollo

    It's the job of security and privacy professionals in financial services (FS) firms to strike the right balance between more stringent data privacy rules and pressing demand for more innovative and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The State Of Digital Money Management, 2017

    Landscape: The Digital Money Management Playbook
    March 7, 2017 | Aurelie L'Hostis, Benjamin Ensor

    Digital money management promises to give millions of people the budgeting tips, financial guidance, and advice that so many sorely need. Growing numbers of banks and wealth management firms offer...

  • For Customer Experience Professionals

    Report

    Report Good News And Bad News For Federal Digital Customer Experience

    Insights From Forrester's Consumer Technographics® Survey
    February 22, 2017 | Rick Parrish

    Thanks to the Obama administration's final push to improve the federal digital customer experience (CX), customers are using and enjoying most digital channels more than ever. The bad news is that...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Banking On Millennials: It's Not All About Mobile

    February 16, 2017 | Alyson Clarke, Gina Fleming

    To win the hearts and minds of US Millennials, banks need to gain a deeper understanding of their financial needs and behaviors. In some ways, this generation is the same as older generations were...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Biggest Prize In Mobile Commerce Is Influencing Offline Sales

    Mobile-Phone-Only Highlights From The Forrester Data: Mobile Phone And Tablet Commerce Forecast, 2016 To 2021 (US)
    February 13, 2017 | Laura Naparstek, Julie A. Ask

    Why do sales transacted directly on mobile phones represent only a small slice of the total retail pie? Because consumers depend on mobile phones to research products more than they do to make...

  • For Customer Insights Professionals

    Report

    Report US Consumers' Morning Mobile Moments

    The Predictive Power Of Early-Morning App Usage
    February 7, 2017 | Juan Salazar

    Our morning routines allow us to set the tone for the rest of the day. Given our proximity to our smartphones and tablets, our behavior on these devices often defines our morning routines. While we...

  • For Customer Insights Professionals

    Report

    Report Who Is Cutting The Cord And Why?

    Consumer Technographics® Data Snapshot
    January 31, 2017 | Sam Bishop

    This report explores cord-cutting trends for traditional TV services. Our data shows that those who have already cut the cord are largely driven by price and value, while those considering it are...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Customer Advocacy 2016: Drive Cross-Sell And Loyalty By Focusing On Advocacy

    US Customers Rate Their Banks, Credit Card Providers, Insurers, And Wealth Management Firms On Advocacy And Future Purchase Intent
    January 27, 2017 | Alyson Clarke

    Forrester has shown that 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 the key driver of loyalty and...

  • For Application Development & Delivery Professionals

    Report

    Report 2017 Customer Service Trends: Operations Become Smarter And More Strategic

    Vision: The Contact Centers For Customer Service Playbook
    January 27, 2017 | Kate Leggett

    In the age of the customer, your customers decide how customer-centric your company is. Customers expect easy, effective, deeply personal service, and this is shaping customer service technology...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Australian Consumers' Financial Behaviors

    Asia Pacific Consumer Technographics®
    January 24, 2017 | Reineke Reitsma

    Many Australian online adults spend little time and energy on their personal finances, showing limited interest in them. But consumers now expect firms to anticipate their needs and offer what...

  • For B2C Marketing Professionals

    Report

    Report A Marketer's Guide To The Mobile Mind Shift

    Landscape: The Mobile Marketing Playbook
    January 23, 2017 | Jennifer Wise, Thomas Husson

    Your customers are on mobile devices; you need to find out: how many, what they expect, and what they are doing. Use these answers to inform your mobile marketing strategy to go beyond mobile as a...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Reinvent The Web To Win The Mobile Moment

    Customers Suffer When They Visit Your Site On Their Phones, And Responsive Retrofits Don't Fix It: It's Time For A Fresh Start
    January 17, 2017 | Ted Schadler, Danielle Geoffroy

    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 — even on your new responsive site — is sad....

  • For B2C Marketing Professionals

    Report

    Report Stop Pushing Unwanted Content To Customers

    Landscape: The Content Marketing Playbook
    January 5, 2017 | Ryan Skinner

    Customers have abundant sources of information to drive their purchases, and a new one's never more than a click away. This dynamic hurts marketers who push unwanted content and rewards those who...

  • For B2C Marketing Professionals

    Report

    Report Positive Email Attitudes Continue

    Landscape: The Email Marketing Playbook
    January 3, 2017 | Rebecca McAdams, Shar VanBoskirk

    Forrester has evaluated consumer email attitudes over the past four years, using our Consumer Technographics® data from 2012 through 2016. Overall, attitudes toward email have become increasingly...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The State Of Digital Banking, 2016

    Landscape: The Digital Banking Strategy Playbook
    December 30, 2016 | Aurelie L'Hostis

    The financial services industry has entered a period of unprecedented innovation. While many banks have a digital strategy, few have actually embarked on a true digital business transformation....

  • For Customer Insights Professionals

    Report

    Report Indian Consumers' Online Shopping Behaviors

    Asia Pacific Consumer Technographics®
    December 23, 2016 | Reineke Reitsma

    Indian eCommerce is at a turning point. The market is at a stage where growth has to come from increased wallet share instead of the number of buyers. But metropolitan Indian online adults'...

  • For Customer Insights Professionals

    Report

    Report Introducing Forrester's Consumer Privacy Segmentation

    Assessment: The Customer Trust And Privacy Playbook
    December 14, 2016 | Fatemeh Khatibloo, Gina Fleming

    As the privacy landscape evolves, consumers are more aware than ever that companies collect and use their personal data for marketing and advertising purposes. Customer insights (CI) professionals...

  • For B2C Marketing Professionals

    Report

    Report Use Social Technographics® To Better Serve European Audiences

    Know The Social Channels, Tools, And Tactics That Best Resonate With Your Audience
    December 9, 2016 | Samantha Merlivat

    Forrester's Social Technographics help marketers frame their marketing strategy around the social preferences of their target group in terms of the sites they visit, the motivations they have in...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Where Android Pay And Samsung Pay Fit In Your Bank's Payments Strategy

    Digital Banking Strategy Executives Need To Take The Long View On Android Mobile Payment Strategy
    December 2, 2016 | Jacob Morgan

    Banks have an array of options available to them to enable mobile payments for their Android customers, from enabling Android Pay all the way through to building their own brand mobile payment...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2016 Canadian Life Insurance Digital Sales Functionality Benchmark

    Sun Life Financial Leads Our First Review Of Canadian Life Insurer Digital Sales Functionality
    November 30, 2016 | Ellen Carney

    Digital touchpoints are changing how Canadians research and buy life insurance. We used our life insurance Digital Sales Functionality Benchmark methodology to evaluate the digital functionality...

  • For B2C Marketing Professionals

    Report

    Report Understand Social Consumers To Achieve Marketing Success In Asia Pacific

    Use Social Technographics® Scores To Define Your Social Approach And Tactics In Asia Pacific
    November 22, 2016 | Xiaofeng Wang, Gina Fleming

    Marketers in Asia Pacific are increasingly investing in social marketing. They expect great returns but face the challenge of determining the most successful social marketing strategies. B2C...

  • For Customer Insights Professionals

    Report

    Report The Customer Life Cycle For Apparel: Men Versus Women

    A Consumer Technographics® Data Presentation
    November 14, 2016 | Sam Bishop

    This report explores the customer life cycle for the apparel category and highlights data from Forrester’s Consumer Technographics® North American Retail And Travel Customer Life Cycle...

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