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  • Gina Fleming

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  • 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 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 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 B2C Marketing Professionals

    Report

    Report The State Of Consumers And Technology: Benchmark 2016, US

    North American Consumer Technographics®
    August 24, 2016 | Gina Fleming

    This report is our annual overview of US consumers' behaviors and technology attitudes by generation, based on Forrester's Consumer Technographics North American surveys and our ForecastView data....

  • For B2C Marketing Professionals

    Report

    Report Brief: Mobile Messaging Apps' Usage And Engagement

    A Forrester Data Snapshot
    August 9, 2016 | Kyle Steinhouse, Gina Fleming

    Smartphone owners continue to use messaging apps in growing numbers. Here, we use Forrester's Mobile Audience Data, Q4 2015 (US) to explore the reach and engagement of the most common messaging...

  • For B2C Marketing Professionals

    Report

    Report Social Technographics® Defines Your Social Approach And Tactics

    Landscape: The Social Marketing Playbook
    July 29, 2016 | Jessica Liu, Gina Fleming

    The question is no longer whether your customers use social media but rather how you can best use social media to interact with those customers. But how well do you know your customers on social...

  • For B2C Marketing Professionals

    Report

    Report The State Of Consumers And Technology: Benchmark 2015, Canada

    North American Consumer Technographics®
    January 25, 2016 | Gina Fleming

    This report is an overview of Canadian consumers' behaviors and technology attitudes by age group, based on Forrester's North American Consumer Technographics surveys and our ForecastView data....

  • For B2C Marketing Professionals

    Report

    Report Brief: Facebook (Still) Dominates Teens' Social Usage

    Kids May Not Think It's Cool, But They're Using It As Much As Ever Before
    December 1, 2015 | Gina Fleming, Nate Elliott

    Marketers seem to think teens are fleeing Facebook. The reality is that this couldn't be further from the truth. Sure, young people don't think Facebook is very cool — but that doesn't mean they've...

  • For B2C Marketing Professionals

    Report

    Report Predictions 2016: Social Gets Reinforcements

    Social Marketers Will Partner With Colleagues In Customer Service And Media Buying
    November 13, 2015 | Erna Alfred Liousas, Brigitte Majewski

    Both consumers and marketers love to use social media — but brands still struggle to get value from the big social networks. In 2016, social marketers won't just refocus their efforts on...

  • For B2C Marketing Professionals

    Report

    Report The State Of Consumers And Technology: Benchmark 2015, US

    North American Consumer Technographics®
    September 28, 2015 | Gina Fleming

    This report is our annual overview of US consumers' behaviors and technology attitudes by generation, based on Forrester's North American Consumer Technographics surveys and our ForecastView data....

  • For Customer Experience Professionals

    Report

    Report CX Industry Spotlight: Retail Banking

    A Forrester North American CX Index™ Deliverable: Analyzing The Financial Impact Of CX For The Retail Banking Industry
    August 14, 2015 | Gina Fleming, Peter Wannemacher

    Forrester's Customer Experience Index (CX Index™) framework allows companies to analyze the quality of their customer experience and identify the financial impact of CX. We built revenue...

  • For Customer Experience Professionals

    Report

    Report The Revenue Impact Of Customer Experience, 2015

    Many customer experience (CX) pros find it hard to draw a clear connection between improving customer experience and increasing their firm's revenue. That's why Forrester developed...

  • For B2C Marketing Professionals

    Report

    Report The Networked Digital Home Is Well Established, But The Smart Home Is Still Nascent

    North American Consumer Technographics®
    June 18, 2015 | Gina Fleming

    The US digital home continues to evolve, and Forrester has been tracking this evolution for more than a decade. Year after year, we've witnessed the home becoming more digital and more connected....

  • For Customer Experience Professionals

    Report

    Report CX Industry Spotlight: TV And Internet Service Providers

    A Forrester CX Index™ Deliverable: Analyzing The Financial Impact Of Customer Experience For The TV And Internet Service Industries
    June 17, 2015 | Gina Fleming

    Forrester's Customer Experience Index (CX Index) framework allows companies to analyze the quality of their customer experience, and it also identifies the financial impact of customer experience...

  • For Customer Experience Professionals

    Report

    Report How Customer Experience Drives Revenue: A New And Improved Look

    How CX Professionals Can Make The Case For CX

    Customer experience (CX) professionals who want to drive CX transformation need to show how CX drives business outcomes. Forrester's new Customer Experience Index (CX Index™) framework helps...

  • For B2C Marketing Professionals

    Report

    Report Millennials: A Demographic Overview

    North American Consumer Technographics®
    February 25, 2015 | Gina Fleming

    In this demographic overview, we analyze Millennials, those consumers born in the 1980s and mid-1990s who are ages 18 to 34 — a group that has grown up with online shopping, smartphones, and social...

  • For B2C Marketing Professionals

    Report

    Report The State Of Consumers And Technology: Benchmark 2014, US

    North American Consumer Technographics®
    January 16, 2015 | Gina Fleming

    This report is our annual overview of US consumers' behaviors and technology attitudes by generation, based on Forrester's North American Technographics surveys and our ForecastView data. Our data...

  • For B2C Marketing Professionals

    Report

    Report The New Mobile Mind Shift Index: Global

    Global Consumer Technographics®
    November 25, 2014 | Gina Fleming, Thomas Husson

    Forrester recently introduced its revised Mobile Mind Shift Index (MMSI), a tool that enables marketing leaders to assess their customers' mobile intensity, expectations, and behaviors and then...

  • For B2C Marketing Professionals

    Report

    Report Predictions 2015: Social Media Grows Up

    A Stable Social Landscape Will Foster Marketing, Customer Insights, And Sales Success
    November 10, 2014 | Nate Elliott, Allison Smith

    Social media will experience evolution rather than revolution in 2015. Privacy issues will get people's attention but won't scare anyone away from social sites. In fact, people will grow more...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Why Shoppers Buy At General Retailers In France And The UK

    European Consumer Technographics®: Uncovering The Drivers Of Repeat Online And Offline Purchase
    October 24, 2014 | Gina Fleming

    Consumers are more empowered today than ever before to choose where and when they shop. Forrester sought to develop an understanding of how and why consumers choose a retailer and what they expect...

  • For B2C Marketing Professionals

    Report

    Report The US Consumer Tablet Landscape

    North American Consumer Technographics®
    September 3, 2014 | Gina Fleming

    Consumer uptake of tablets continues to climb. In 2013, one-third of US online adults reported using a tablet; in 2014, this figure has grown, with the largest increase in usage coming from older...

  • For B2C Marketing Professionals

    Report

    Report How Do Teens Use Social Media?

    North American Consumer Technographics®
    July 21, 2014 | Gina Fleming, Nate Elliott

    use social media on a regular basis. The majority of young consumers ages 12 to 17 connect with their friends on social networks every day. They start using social media at a young age and continue...

  • For Customer Insights Professionals

    Report

    Report Introducing Forrester's Consumer Healthcare Segmentation

    North American Consumer Technographics®
    July 11, 2014 | Gina Fleming

    In the age of the customer, companies need to have a solid understanding of their customers' and prospects' behaviors and needs in order to best serve them. With the onset of the Patient Protection...

  • For B2C Marketing Professionals

    Report

    Report Brief: Facebook Dominates Teens' Social Usage

    Why The Sky Isn't Falling On The World's Favorite Social Network
    June 24, 2014 | Nate Elliott, Gina Fleming

    Since Facebook's CFO admitted in 2013 that young teens were visiting the site slightly less frequently, most marketers have accepted as fact that teens are fleeing the site en masse. But that's...

  • For CMO Professionals

    Report

    Report Revisiting The Touchpoint-Impact Framework For 2014

    A Deep Dive Into Apparel And Personal Care Categories
    June 2, 2014 | Gina Fleming, Cory Munchbach

    Consumers connect with brands throughout the customer life cycle — they discover, explore, buy, and engage using a multitude of touchpoints. In the explore phase, consumers use a variety of...