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  • Andrew Hogan

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  • For Application Development & Delivery Professionals

    Report

    Report Executive Q&A: Boost Your Chatbot IQ

    February 21, 2017 | Ian Jacobs, Andrew Hogan

    The combination of media and vendor hype about "world-changing technology" has propelled chatbots toward the peak of inflated expectations. Fear of missing the "next big thing" now pushes digital...

  • For Customer Experience Professionals

    Report

    Report Digital Customer Experience Trends, 2017

    Landscape: The Digital Customer Experience Improvement Playbook
    February 7, 2017 | Allegra Burnette, Tony Costa

    In 2016's edition of this report about digital customer experience (CX) trends, Forrester identified the rise of conversational interfaces and concierge services. In this year's report, we examine...

  • For Customer Experience Professionals

    Report

    Report Bridge The Gap From CX Strategy To Digital CX

    Road Map: The Digital Customer Experience Improvement Playbook
    January 23, 2017 | Andrew Hogan

    Even a well-defined customer experience (CX) strategy is no guarantee that your CX ambitions, digital or otherwise, will ever see the light of day. And translating that CX strategy into digital CX...

  • For Customer Experience Professionals

    Report

    Report Improve Digital Customer Experiences

    Executive Overview: The Digital Customer Experience Improvement Playbook
    January 10, 2017 | Deanna Laufer, Allegra Burnette

    The boundary between digital and physical keeps getting blurrier, and emerging tech like virtual reality and AI-powered chatbots is going mainstream. This is raising the bar for customer experience...

  • For Customer Experience Professionals

    Report

    Report How To Organize For Effective Digital CX

    Organization: The Digital Customer Experience Improvement Playbook
    January 9, 2017 | Andrew Hogan

    Companies decide how and where customer experience (CX) pros fit in their organizations in terms of reporting relationships and governance in order to improve their customers' experiences. But how...

  • For Customer Experience Professionals

    Report

    Report The Six Steps For Justifying Better UX

    Business Case: The Digital Customer Experience Improvement Playbook
    December 28, 2016 | Andrew Hogan, Deanna Laufer

    User experience (UX) has gone mainstream: Companies now invest millions to build design centers and hire UX teams. But many firms still expect proof of the ROI of UX research, design, testing, and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Executive Q&A: Boost Your Chatbot IQ

    December 12, 2016 | Andrew Hogan, Ian Jacobs

    Media and vendor boasts of "world-changing technology" have propelled chatbots toward the peak of inflated expectations. Fear of missing the "next big thing" is pushing digital business...

  • For Application Development & Delivery Professionals

    Report

    Report Chatbots 101: Building Conversational Interfaces

    Take A Progressive Approach To Building Chatbots That Aligns With Your App+ Mobile Strategy
    December 12, 2016 | Michael Facemire, Julie A. Ask

    As smartphone communication shifts from voice to text and images, consumers are adopting messaging services at an unprecedented pace. In parallel, they're looking to use conversations for customer...

  • For Customer Experience Professionals

    Report

    Report Predictions 2017: The CX Quality Split

    Landscape: The Customer Experience Ecosystem Playbook
    October 31, 2016 | David Truog, Allegra Burnette

    The Customer Experience Index (CX Index™) leaders of 2015 barely improved in 2016, even as brands that had lagged behind caught up significantly. Does this herald a leveling out in 2017, with...

  • For Customer Experience Professionals

    Report

    Report Best Practices For Retail Sites: User Experience Review, 2016

    The Good News Is The Problems Are Avoidable
    October 20, 2016 | Andrew Hogan, Allegra Burnette

    Good user experience (UX) drives revenue through increased conversion, ongoing loyalty, and deepened trust, as Forrester's research has proven. So what can retailers learn from leading US retail...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The State Of Chatbots

    Pilot Chatbots As Part Of Your App+ Mobile Strategy
    October 20, 2016 | Julie A. Ask, Michael Facemire

    As smartphone communication shifts from voice to text and images, consumers are adopting messaging at an unprecedented pace. In parallel, they look to extend conversations beyond socializing with...

  • For Customer Experience Professionals

    Report

    Report Brief: It's Time To Provide Customer Service Through Facebook Messenger

    The Popular Messaging App Lets You Meet Your Customers On Their Turf
    August 10, 2016 | Andrew Hogan, Ian Jacobs

    One out of every nine people on the planet uses Facebook Messenger each month. While the lion's share of that usage includes communication between friends and families, a few brands have jumped...

  • For Customer Experience Professionals

    Report

    Report CX Governance That Enables Great Experience Delivery

    Processes: The Customer Experience Maturity Playbook
    June 21, 2016 | Samuel Stern, Andrew Hogan

    Good CX governance facilitates the creation of great experiences. To get it right, CX pros must consider three levels of CX governance. At the top, executive-level CX steering committees make key...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: It's Time To Provide Customer Service Through Facebook Messenger

    The Massively Popular Messaging App Provides An Ideal Environment To Meet Your Customers Where They Already Hang Out
    May 5, 2016 | Ian Jacobs, Andrew Hogan

    One out of every nine people on the planet uses Facebook Messenger in a given month. While the lion's share of that usage includes communication between friends and families, a few brands have...

  • For Customer Experience Professionals

    Report

    Report Introducing Forrester's New Digital User Experience Review

    Assessment: The Digital Customer Experience Playbook

    Forrester has a new digital user experience review. Like its predecessors, this heuristic evaluation relies on trained experts performing key customer scenarios. This report outlines why we created...

  • For Customer Experience Professionals

    Report

    Report Brief: Boost Customer Experience With The Internet Of Things

    March 31, 2016 | Allegra Burnette, Andrew Hogan

    The Internet of Things is quickly moving from concept to reality as more and more new products ship with sensors and data connectivity built directly into them. The amount of data companies can...

  • For Customer Experience Professionals

    Report

    Report How To Measure Digital Customer Experience

    Performance Management: The Digital Customer Experience Improvement Playbook

    Customer experience (CX) pros struggle to measure digital CX. Without effective measurement efforts, however, they're sure to create substandard digital experiences for customers. To succeed at...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Best Of Digital Store Experiences

    Leading Digital Store Initiatives Apply Customer Experience Principles
    March 3, 2016 | Adam Silverman, Andrew Hogan

    Digital store experiences aren't living up to their potential. While new technologies hold the promise of transforming the experience for the customer and the associate, many first-generation...

  • For Customer Experience Professionals

    Report

    Report Brief: The Things That CX Designers Worry About

    Digital CX Innovation Lessons From Delight 2015
    January 11, 2016 | Andrew Hogan

    Customer experience (CX) pros know that they need to build emotionally compelling experiences that stand out from the crowd. But speakers at Connective DX's Delight 2015 shared grave concerns about...

  • For Customer Experience Professionals

    Report

    Report Brief: To Beat Disruption, Think Like A Disruptor

    The NewCo Conference Offers Clues To Coming CX Disruption
    December 21, 2015 | Leah Buley, Andrew Hogan

    To beat disruptors, it helps to know how to think like one. For a snapshot of how disruptors operate today and what it's likely to mean for customer experience (CX) in the coming years, Forrester...

  • For Customer Experience Professionals

    Report

    Report Brief: Great Digital CX Takes More Than Pixels And Code

    Lessons Learned From Speakers At Forrester's CXSF 2015 Forum
    December 16, 2015 | Andrew Hogan

    At Forrester's CXSF 2015 Forum, CX leaders shared best practices for delivering winning customer experiences in a digital world. Speakers emphasized four key themes that have enabled their success:...

  • For Customer Experience Professionals

    Report

    Report Digital Customer Experience Trends, 2016

    December 14, 2015 | Allegra Burnette, Leah Buley

    In 2015, Forrester identified a shift in focus beyond mobile-first to a broader view of digital customer experiences that increasingly blends physical and digital interfaces. For 2016, that trend...

  • For Customer Experience Professionals

    Report

    Report Customer Experience Priorities And Budgets, 2015

    October 22, 2015 | Andrew Hogan

    This report details how firms intend to spend money on improving customer experience (CX) efforts, the tools and technologies that they believe will boost their game, and the range of money that...

  • For Customer Experience Professionals

    Report

    Report Brief: How To Combine Website And Customer Experience Metrics

    October 9, 2015 | Andrew Hogan

    Customer experience (CX) and website metrics don't align, but CX pros need both to measure their efforts. This report describes how CX pros connect the two for better measurement and prepare their...

  • For Customer Experience Professionals

    Report

    Report Brief: How QVC Creates Great Omnichannel Customer Experience

    August 7, 2015 | Andrew Hogan

    At Forrester's CXNYC 2015 Forum for customer experience (CX) professionals, QVC shared the practices it follows to create a great omnichannel customer experience. In addition to being a leader in...