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  • Forum Data Strategy & Insights 2019

    The Insights-Driven Enterprise: Data Strategies for Business Transformation
    November 5, 2019 | Austin | Brandon Purcell, Noel Yuhanna, Boris Evelson

    It's time to stop drowning in data. The insights-driven enterprise is dependent on a critical, shared resource: deep pools of data. Data analytics, data governance, and data infrastructure are...

  • Forum CX Singapore 2019

    Change The Game: Driving Radical CX Innovation
    August 28, 2019 | Singapore | Frederic Giron

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Report The Forrester Retail Quarterly Earnings Review, Q1 2019

    Highlights From 20 Retail Q1 2019 Earnings Call Transcripts
    July 12, 2019 | Fiona Swerdlow, Claudia Tajima

    As today's empowered consumers demand more of the retail experience than ever before, leading retailers and brands are investing to rethink and reinvent their customers’ cross-touchpoint...

  • Webinar Hot Or Not: The Top Retail Initiatives For 2019

    July 10, 2019 | Brendan Witcher, Claudia Tajima

    For brands to succeed in the dynamic and constantly evolving world of commerce, they must meet rapidly rising customer expectations with exceptional, relevant, and value-oriented...

  • Report The Top Retail Technology Investments In 2019

    Retailers Must Distinguish Hot From Hype In Tech Investments
    July 9, 2019 | Brendan Witcher

    We interviewed more than 40 industry professionals to understand the areas of retail initiatives they are investing in this year. This report gives digital business professionals insights into...

  • Forum CX NYC 2019

    Change The Game: Leading Radical CX Innovation
    June 11, 2019 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Report The Forrester New Wave™: Virtual Care Solutions For Digital Health, Q2 2019

    The 13 Providers That Matter Most And How They Stack Up
    June 5, 2019 | Arielle Trzcinski

    In Forrester's evaluation of the emerging market for virtual care solutions for digital health, we identified the 13 most significant providers in the category — 98point6, American Well, Bright.md,...

  • Forum Digital Transformation & Innovation Europe 2019

    Master Tech-Driven Transformation
    June 4, 2019 | London | Pascal Matzke

    The lure of digital transformation Much of the allure of digital transformation was in its promise of leading market disruption and innovation. If you added a few emerging technologies here,...

  • Report The Forrester Retail Quarterly Earnings Review, Q4 2018

    Highlights From 23 Retail Q4 2018 Earnings Call Transcripts
    May 15, 2019 | Fiona Swerdlow, Claudia Tajima

    As today's empowered consumers demand more of the retail experience than ever before, leading retailers and brands are investing to rethink and reinvent their customers’ cross-touchpoint...

  • Forum Digital Transformation & Innovation 2019

    Master Tech-Driven Transformation
    May 14, 2019 | Chicago | Liz Herbert, Matthew Guarini, Brian Hopkins

    The lure of digital transformation Much of the allure of digital transformation was in its promise of leading market disruption and innovation. If you added a few emerging technologies here,...

  • Forum CX Sydney 2019

    Change the Game: Driving Radical CX Innovation
    May 9, 2019 | Sydney | Michael Barnes, Riccardo Pasto, James Staten

    Good news. CX leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and more focused on business impact....

  • Report Case Study: HDFC Bank Starts Its Journey To Improve Its Online Customer Experience

    How A Bank Drives Customer Engagement With Hyperpersonalized Experiences
    May 6, 2019 | Ashutosh Sharma

    To offer the right banking products to the right people, HDFC Bank needed to improve how it engaged existing and prospective customers online. Including a small degree of personalization in its...

  • Report How To Modernize Digital Customer Self-Service

    Three Steps To Improving And Scaling Experiences For The Future
    May 3, 2019 | Kate Leggett

    Customers increasingly use self-service as the first point of contact with customer service organizations. Positive self-service experiences lead to more satisfied and engaged customers. They also...

  • Report The Forrester Retail Quarterly Earnings Review, Q3 2018

    Highlights From 19 Retail Q3 2018 Earnings Call Transcripts
    April 30, 2019 | Fiona Swerdlow, Claudia Tajima

    As today's empowered consumers demand more of the retail experience than ever before, leading retailers and brands are investing to rethink and reinvent their customers’ cross-touchpoint...

  • Webinar Changing Expectations Fuel Direct-To-Consumer Disruption

    April 25, 2019 | Anjali Lai, Jim Nail

    A wave of so-called digitally native direct-to-consumer (DTC) startups have burst on the scene, gaining market share and media attention. Long-standing brands are scrambling to respond with their...

  • Webinar Banks Must Personalize Or Perish

    April 11, 2019 | Alyson Clarke, Aurelie L'Hostis

    Personalized recommendations and offers are becoming commonplace. Customers expect personalization in all facets of their life and from all firms they interact with. But banks are getting it...

  • Report How To Build A Modern Agent Desktop And Transform Customer Service Experiences

    The Five Critical Elements For The Agent Desktop Of The Future
    January 28, 2019 | Kate Leggett

    Happier customer service agents mean happier customers and shareholders. Positive agent experiences also lead to better job performance, productivity, and retention — one of the costlier factors in...

  • Webinar Data Privacy Day 2019: Forrester's Predictions For Marketing Privacy And Data Ethics

    January 28, 2019 | Fatemeh Khatibloo

    While 2018 was a major year for the marketing-privacy ecosystem, 2019 will bring even more disruption. Consumers will take the lead on enforcing privacy changes, with regulators no longer being the...

  • Report New Retail Is Transforming Commerce

    Get Ready For The Future Of Retail That Alibaba, JD, And Tencent Are Shaping
    January 22, 2019 | Xiaofeng Wang

    Alibaba's New Retail vision is now reality, and it's reshaping the retail landscape in China and beyond. JD.com, Tencent, and traditional retailers like Starbucks and Walmart are all jumping on the...

  • Report Now Tech: Real-Time Interaction Management, Q1 2019

    Forrester's Overview Of 42 RTIM Providers
    January 11, 2019 | Rusty Warner

    B2C marketers can use real-time interaction management (RTIM) offerings to orchestrate contextually relevant customer experiences (CX), address customer expectations for mutual value exchanges with...

  • Report Digitally Transform In-Store Experiences With Sensor-Based Technology And Analytics

    Performance Management: The Digital Store Playbook
    January 7, 2019 | James McCormick

    Retail stores have been living in an analytical "dark age" compared with digital channels, relegated to measurement techniques that rarely consider customer behavior. However, advances in in-store...

  • Report Trailblazers Of The Top Five Retail Tech Trends

    Leading Retailers Invest In Tech For Customer Experience And Operational Excellence
    January 2, 2019 | Brendan Witcher, Claudia Tajima

    Retailers must carefully invest to compete in a growing retail market that is rife with digitally savvy competitors. They are primarily investing in five key commerce tech areas: omnichannel,...

  • Report From Singles' Day To Global Shopping Festival

    This Year's 11.11 Event Showcased Alibaba's Business And Technology Innovations
    December 10, 2018 | Xiaofeng Wang

    2018 marks the 10th anniversary of Singles' Day, the world's largest shopping festival. This year, event creator Alibaba renamed it the 11.11 Global Shopping Festival; the nearly $31 billion in...

  • Webinar Predictions 2019: The Future Of Healthcare

    Healthcare organizations must develop raving fans to survive impending disruption from new entrants and additional market consolidation. New CX metrics, virtual care, and artificial intelligence...

  • Report Real Conversational Interfaces

    Most Chatbots And Voice Interfaces That Claim To Be Conversational Are Not
    October 2, 2018 | Jennifer Wise, Andrew Hogan, Allegra Burnette

    Interfaces that let people use natural language — from chatbots based on typing and reading to voice interfaces based on speaking and listening — are wildly popular but wildly immature: They're...

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