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  • Ron Rogowski

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  • For Customer Experience Professionals

    Report

    Report The Best And Worst Of Unified Experiences, 2014

    February 6, 2014 | Ron Rogowski

    Today's multitouchpoint customers expect unified experiences that smooth transitions across interactions. To help companies detect and codify systemic problems that affect their customers' ability...

  • For Customer Experience Professionals

    Report

    Report Mobile Moments Transform Customer Experience

    Mobile Experiences In Four Steps: Identify, Design, Engineer, And Analyze
    January 24, 2014 | Josh Bernoff, Julie A. Ask, Ted Schadler

    Your customer is experiencing a mobile mind shift: the expectation that she can get what she wants in her immediate context and moments of need. As a result, mobile is central to customer...

  • For Application Development & Delivery Professionals

    Report

    Report Advance To Next-Generation Personalization

    Support Relevant Digital Experiences In The Multichannel World With Contextual Experiences
    January 13, 2014 | Anjali Yakkundi, Ron Rogowski

    Organizations have long personalized their websites for customer segments. Now they need to go further, first by delivering the right experience to the right user at the right time and on the right...

  • For Customer Experience Professionals

    Report

    Report How Unified Is Your Customer Experience?

    December 12, 2013 | Ron Rogowski

    Today's customers interact with companies across a range of media and devices, including electronic ads, digital interfaces, phones, and physical spaces. It's the sum of all of these interactions...

  • For Customer Experience Professionals

    Report

    Report Meet The Changing Needs Of Connected Customers

    June 27, 2013 | Ron Rogowski

    Your customers are more connected, more empowered, and more distracted than ever. To compete in this volatile world, companies need a new approach to delivering customer experiences. This report...

  • For Customer Experience Professionals

    Report

    Report The Unified Customer Experience Imperative

    Delivering Experience Excellence Across A Fractured Network Of Digital Touchpoints
    May 7, 2013 | Ron Rogowski

    Today's digital landscape is distributed across an array of touchpoints and devices. With customers able to interact through multiple channels at any given moment, firms need to ensure that they...

  • For Customer Experience Professionals

    Report

    Report Digital Customer Experience Trends To Watch, 2013

    January 30, 2013 | Ron Rogowski

    Digital touchpoints support an increasingly large percentage of the overall customer experience. 2012 saw the emergence of several important digital customer experience trends that will gain...

  • For Customer Experience Professionals

    Report

    Report 2013 Customer Experience Predictions

    What Customer Experience Professionals Need To Know About The Year Ahead
    January 3, 2013 | Kerry Bodine, Ron Rogowski

    Over the past two years, consumer technology adoption and market forces have catapulted the field of customer experience into strategic stature. But it will be years before customer experience is...

  • For Customer Experience Professionals

    Report

    Report Contextualization

    Delivering Relevant Experiences In The Multichannel World
    November 19, 2012 | Ron Rogowski, Stephen Powers, Anjali Yakkundi

    Firms want to deliver the right experience to the right user at the right time and on the right device — a tricky proposition in this age of device proliferation. The splinternet — and the devices...

  • For Customer Experience Professionals

    Report

    Report Forrester's Customer Experience Maturity Framework For Digital

    Assessment: The Digital Customer Experience Improvement Playbook
    July 10, 2012 | Ron Rogowski

    This report is an update to "Executive Q&A: What Forrester's Customer Experience Maturity Framework Means For Digital" originally published on December 6, 2011. To help customer experience...

  • For Customer Experience Professionals

    Report

    Report Scenario Design Unifies The Splinternet Customer Experience

    June 25, 2012 | Ron Rogowski

    Companies have historically failed to meet the needs of their customers in individual channels. As customers increasingly engage with multiple channels in pursuit of a single goal, companies need...

  • For Customer Experience Professionals

    Report

    Report How Customer Experience Professionals Can Use The Splinternet Engagement Index

    The Splinternet Engagement Index
    April 6, 2012 | Ron Rogowski

    This report, originally written for market insights professionals, includes content relevant to customer experience professionals. Here's why: Firms deliver experiences across an increasing array...

  • For Customer Experience Professionals

    Report

    Report Make Your Digital Touchpoints More Engaging

    Five Emotional Design Techniques That Drive Engagement
    November 14, 2011 | Ron Rogowski

    Engaging customers and prospects in digital interfaces is difficult. But the fields of social science and behavioral economics have uncovered techniques that can be effective for encouraging...

  • For Customer Experience Professionals

    Report

    Report Use Visual Design To Help Unify The Digital Customer Experience

    October 17, 2011 | Ron Rogowski

    Customers expect the companies they do business with to coordinate services and designs across channels. The first — and most elemental way — to demonstrate and deliver on this expectation is to...

  • For Customer Experience Professionals

    Report

    Report Best And Worst Of Website User Experience, 2011: Canadian Banks

    Forrester Applies Its Website Review Methodology To Six Canadian Bank Sites
    June 15, 2011 | Ron Rogowski

    Forrester evaluated the user experience at the public-facing websites of six leading Canadian banks by assets: Bank of Montreal, CIBC, National Bank of Canada, Royal Bank of Canada (RBC),...

  • For Customer Experience Professionals

    Report

    Report Best And Worst Of Website User Experience, 2011: US Banks

    Forrester Applies Its Website Review Methodology To Six US Bank Sites
    June 15, 2011 | Ron Rogowski

    Forrester evaluated the user experience at the public-facing websites of six leading US banks by assets: Bank of America, Chase (JPMorgan Chase), Citibank, PNC Financial Services, US Bank, and...

  • For Customer Experience Professionals

    Report

    Report Why You Need A Digital Customer Experience Strategy

    It's Time To Back Up The Claim That Digital Customer Experience Is Important
    May 18, 2011 | Ron Rogowski

    Companies say that digital touchpoints are critical to their customer experience efforts but don't have an approach for multi-touchpoint experience, don't know customers' expectations, and don't...

  • For Customer Experience Professionals

    Report

    Report Mastering Emotional Experience Design: Engage A Mix Of Senses

    April 13, 2011 | Ron Rogowski

    The sensory experience is a critical part of engaging users in digital interaction points. Unfortunately, many legacy websites keep users at arm's length with static text, generic imagery, and few...

  • For Customer Experience Professionals

    Report

    Report Tablet Apps And The Future Of Digital Customer Experience

    April 7, 2011 | Ron Rogowski

    Tablet applications offer a new way for customers to interact with brands, providing sustained engagement and bridging the capability-mobility gap between websites and smartphone applications. In...

  • For Customer Experience Professionals

    Report

    Report Mastering Emotional Experience Design: Develop A Coherent Personality

    March 9, 2011 | Ron Rogowski

    Today's cookie-cutter digital experiences fail to leave lasting impressions on customers, in part because they lack a coherent personality. Companies hoping to engage their customers in digital...

  • For Customer Experience Professionals

    Report

    Report Mastering Emotional Experience Design: Address Customers' Real Goals

    January 18, 2011 | Ron Rogowski

    Companies hoping to engage their customers in digital channels should adopt what Forrester calls Emotional Experience Design (EED). The first principle of the framework asserts that firms need to...

  • For Customer Experience Professionals

    Report

    Report 2011 Customer Experience Predictions

    What Customer Experience Professionals Need To Know About The Year Ahead
    January 14, 2011 | Kerry Bodine, Ron Rogowski

    In 2011, the customer experience ecosystem will expand to include a dizzying array of new devices, touchpoints, and physical interactions. The breadth of this emerging ecosystem and the number of...

  • For Customer Experience Professionals

    Report

    Report Key Considerations For Designing User Experiences On The iPad

    Tailor Apps For The iPad's Unique Form Factor And User Behaviors
    December 6, 2010 | Ron Rogowski, Richard Gans

    The iPad's popularity has caused customer experience professionals to take a hard look at providing relevant experiences for yet another device. Because of the iPad's unique form factor and use...

  • For Customer Experience Professionals

    Report

    Report The Best Of Web Site Brand Experiences 2010

    Best Practices From 14 Web Site Brand Reviews Across Three Industries
    November 8, 2010 | Ron Rogowski

    In 2010, Forrester reviewed the Web site brand experience of sites in industries as diverse as automotive, hotels, and skin care. An analysis of the results across industries surfaced common...

  • For Customer Experience Professionals

    Report

    Report Rich Internet Applications Will Power Online Experiences Of The Future

    Rich Interfaces Are Critical For Building CARS Experiences
    October 13, 2010 | Ron Rogowski

    Rich interfaces are frequently used for delivering complex and valuable online experiences. But rich Internet applications (RIAs) have yet to reach their full potential because they are still...