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The Brand Experience Playbook For 2020

Create A Customer-Obsessed Brand Experience

In the age of the customer, CMOs have a steep hill to climb in building their brands with distracted, empowered customers. In this new era, CMOs must shift from a company-centric approach of...

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  • Forum Summit Asia Pacific

    The must-attend event for B2B & B2C marketing and CX leaders
    September 1, 2020 | Live Virtual Experience | Frederic Giron

    The combined power of Forrester and SiriusDecisions has unleashed a new energy into the products and services available to both the B2B and B2C community. By harnessing this energy, we are bringing...

  • Webinar Retail This Week, Part 11

    Friday, August 28, 2020, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Fiona Swerdlow

    Join Forrester VP and research director Fiona Swerdlow for the next episode of the "Retail This Week" webinar series, in which she recaps key developments and new insights in retail news and...

  • Webinar Retail This Week, Part 10

    Friday, August 14, 2020, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Fiona Swerdlow

    Join Forrester VP and research director Fiona Swerdlow for the next episode of the "Retail This Week" webinar series, in which she recaps key developments and new insights in retail news and...

  • Report Vast, Fast, And Relentless: Consumer Buying Enters A New Era

    What B2C Businesses Need To Know To Survive And Thrive In The Next Decade

    It won't be news to anyone that consumers are more empowered than ever, but it's hard to pin down in precisely what ways they're empowered and how that changes the way businesses must serve them....

  • Webinar Retail This Week, Part 9

    July 31, 2020 | Fiona Swerdlow, Sucharita Kodali

    Join Forrester VP and research director Fiona Swerdlow for the next episode of the "Retail This Week" webinar series, in which she recaps key developments and new insights in retail news and...

  • Report It's Time For CMOs To Pay More Attention To Employees

    The CMO And CHRO Relationship Grows In Importance As Crises Continue To Emerge
    July 27, 2020 | Thomas Husson

    Brands hold as much meaning for employees as for customers, especially in a crisis. CMOs play a key role in shaping and communicating the company culture, which helps acquire, inspire, and retain...

  • Report Customer Engagement During A Pandemic: Best Practices Illustrated

    Use Our Customer Engagement Checklist To Vet Your Campaign
    July 21, 2020 | Amit Bhatia

    Plummeting sales in the wake of COVID-19 has made relentless customer engagement the new black. As brands flood customers with pandemic-related messages, their quality and relevance can quickly...

  • Report Mobile Advertising Trends To Watch

    Take Steps To Prepare Your Strategies Today
    July 20, 2020 | Collin Colburn

    Mobile has drastically changed modern marketing. Mobile is the consumer's primary and preferred device. And marketers are moving spend to mobile in droves. Read this report to understand how mobile...

  • Webinar Retail This Week, Part 8

    Join Forrester VP and research director Fiona Swerdlow for the next episode of the "Retail This Week" webinar series, in which she recaps key developments and new insights in retail news and...

  • Report Now Tech: Merchant Payment Providers, Q3 2020

    Forrester's Overview Of 22 Global Merchant Payment Providers
    July 6, 2020 | Lily Varon

    You can use payment providers to improve payments acceptance and reach, to support new payment models and flows, and for a range of other payment-adjacent services like fraud management and...

  • Webinar Retail This Week, Part 7

    Join Forrester VP and research director Fiona Swerdlow for the next episode of the "Retail This Week" webinar series, in which she recaps key developments and new insights in retail news and...

  • Report How The COVID-19 Crisis Is Impacting Consumer Behaviors In Italy

    Italian Consumers Are Asking Firms To Start Their Digital Transformation Right Now
    June 22, 2020 | Enza Iannopollo

    After several weeks of lockdown due to the COVID-19 pandemic, we asked Italian online adults how they feel about the virus and the economy as well as how their behavior is changing in response to...

  • Report The UK In The Pandemic: How Consumers And Businesses Are Changing

    As The Pandemic Drives A Lasting Shift In UK Consumers' Behaviors And Values, Firms Must Respond In Kind
    June 17, 2020 | Michelle Beeson

    Our new survey, the Forrester Analytics Consumer Technographics® COVID-19 Survey (Wave 1), studied 1,117 UK online adults to analyze the impact of the COVID-19 crisis. This report synthetizes the...

  • Report Use Your Brand To Energize The Employee And Customer Experience

    Organization: The Brand Experience Playbook
    June 15, 2020 | Dipanjan Chatterjee

    To recruit the right talent, support engaged employees, and create the most ardent brand ambassadors, firms must address their employee experience just as they would the traditional brand...

  • Report The Brand Experience Assessment Report

    Assessment: The Brand Experience Playbook
    June 15, 2020 | Dipanjan Chatterjee

    The modern customer has high expectations of the companies with which they do business, so brands are on the hook to deliver consistent experiences across all touchpoints. This requires firms to...

  • Webinar Retail This Week, Part 6

    June 12, 2020 | Sucharita Kodali

    Join Forrester principal analyst Sucharita Kodali in her sixth installment of the "Retail This Week" webinar series, where she recaps key developments and new insights in COVID-19-related retail...

  • Report CMO Priorities In Light Of The Pandemic Crisis

    What To Do Now, In Early 2021, And By Year-End 2021
    June 11, 2020 | Shar VanBoskirk, Tina Moffett

    With so much uncertainty at present, CMOs don’t know how to balance cost-saving measures with the innovation needed to help their firms recover well. This presentation explains near-term,...

  • Report Research Overview: Corporate Values, Q2 2020

    Values-based consumers and employees are a dominant force in today's market. Companies that acknowledge those values and authentically embrace their own corporate values will grow faster and drive...

  • Webinar Retail This Week, Part 5

    May 29, 2020 | Sucharita Kodali

    Join Forrester principal analyst Sucharita Kodali in her fifth installment of the "Retail This Week" webinar series, where she recaps key developments and new insights in COVID-19-related retail...

  • Webinar Retail This Week, Part 4

    May 15, 2020 | Sucharita Kodali

    Join Forrester principal analyst Sucharita Kodali in her fourth installment of the "Retail This Week" webinar series, where she recaps key developments and new insights in COVID-19-related retail...

  • Report Retention Is Not Enough: Banks Must Build Emotion-Rich Relationships To Grow

    Banks have had a great run: For nearly a century, they've played an essential and highly visible role in people's lives, and most have consistently made tidy profits as a result. But many customers...

  • Report New Tech: Influencer Marketing Solutions, Q2 2020

    Forrester's Landscape Overview Of 47 Providers
    May 11, 2020 | Ryan Skinner

    Today, most marketing organizations use influencers — often hundreds of them — to drive product awareness, brand storytelling, and sales. But managing influencers, from identification and...

  • Report How The COVID-19 Crisis Is Affecting Consumer Behaviors In France

    Anticipate The New Normal And Embrace Transformations On Steroids
    May 11, 2020 | Thomas Husson

    Forrester recently surveyed more than 1,100 French online adults to analyze the impact of the COVID-19 crisis among consumers in France. This report offers CMOs and other executives a first glimpse...

  • Webinar Retail This Week, Part 3

    May 8, 2020 | Sucharita Kodali

    Join Forrester principal analyst Sucharita Kodali in her third installment of the "Retail This Week" webinar series, where she recaps key developments and new insights in COVID-19-related retail...

  • Webinar Retail This Week, Part 2

    May 1, 2020 | Sucharita Kodali

    Join Forrester principal analyst Sucharita Kodali in her second installment of the "Retail This Week" webinar series, where she recaps key developments and new insights in COVID-19-related retail...

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