Search Results
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Report How Customer Experience Drives Business Growth, 2018
The Revenue And Business Growth Impact Of Investing In CX For 18 Industries
Many customer experience (CX) pros find it hard to show the business impact of improving CX. That's why Forrester built industry-specific models that demonstrate how CX improvements drive growth...
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Report The US Customer Experience Index, 2018
How Brands Build Loyalty With The Quality Of Their Experience
June 19, 2018 | Rick ParrishHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 287 brands across 19 industries in the US Customer...
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Report Virtual Reality In 2018: Not A Customer Reality
Our Top Five Takeaways For CX Pros About VR At Mobile World Congress
March 27, 2018 | Jennifer WiseForrester tested the virtual reality (VR) experiences at this year's Mobile World Congress (MWC) in Barcelona to examine what the advances in these technologies mean for customer experience (CX)...
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Report Personalized Video Creates Better Customer Service Experiences
High-Impact Video Communications Reduce Unnecessary Service Calls And Add A Human Touch To Automated Environments
Customers don't like reading the mounds of information that companies often send them, so savvy companies use video to cut through the clutter and deliver a great experience. Specifically, brands...
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Report Make Your Video Shoppable To Boost Online Conversion
Optimize Your Marketing Video For Commerce
Retailers and brands across all product categories must differentiate themselves online while also finding ways to successfully engage and entertain today's digitally savvy, hyper-stimulated...
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Report Deliver Valuable Media And Customer Experiences With Valuable Content
November 3, 2017 | Ryan SkinnerToday's customers have never had richer options when it comes to accessing media and information from anywhere, on a variety of devices. But with great power comes great ability to avoid unwanted...
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Report The State Of Empowered Customers And Technology: Benchmark 2017, Global
Global Consumer Technographics®
October 6, 2017 | Anjali LaiConsumer behaviors and expectations are rapidly evolving, but the rate of change differs across the globe. And while similar attitudes drive the most empowered customers, their device usage varies...
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Report The Canada Customer Experience Index, 2017
How Brands Build Loyalty With The Quality Of Their Experience
August 28, 2017 | Rick ParrishHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 192 brands across 18 industries in the Canada CX Index...
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Report Vendor Landscape: Video Platforms For Customer And Employee Experience
Market Convergence Will Make It Easier For Companies To Deliver Video To Customers, Prospects, And Employees
August 18, 2017 | Nick BarberHumans process video content faster than text, and video drives a deeper emotional connection than any other medium. The convergence of the enterprise and online video platform markets may allow...
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Report Prepare To Support Video Livestreaming For Customer Experiences
Technology Democratization Boosts Live Video Into The Mainstream
August 1, 2017 | Nick BarberVideo livestreaming has been around for decades, but companies should take a renewed interest in the technology because it allows them to get closer to their customers. By using video...
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Report Our Favorite Mobile Websites, And How They Did It
Five Case Studies Show How To Reinvent Your Mobile Website
July 21, 2017 | Danielle Jessee, Ted SchadlerFew customers and even fewer prospects will use your app — but they will visit your website on their phones. Alas, when they arrive, their experience pales in comparison to your app — and even your...
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Report How To Advertise To Consumers Who Hate Ads
Create Customer-Obsessed Advertising By Making Ads That Are Human, Helpful, And Handy
July 21, 2017 | Jim Nail, Drew GreenWith advertisers struggling against ad blocking, cord cutting, and fragmented audiences, the ad industry seems doomed. But while these trends are factual and challenging, they are not necessarily...
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Report Social Livestreaming Success Requires A Video Strategy
Don't Roll The Cameras Without A Goal, Metrics, And Worst-Case-Scenario Plan
June 29, 2017 | Jessica LiuThe introduction of social livestreaming video has left B2C marketers clamoring to hit the "live" button to propel their brands into the spotlight. But given its newness and unproven track record,...
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Report The State Of Consumers And Technology: Benchmark 2017, US
North American Consumer Technographics®
June 28, 2017 | Gina FlemingThis report is our annual overview of the impact of technology on US consumers' attitudes, behaviors, and expectations in a rapidly changing world, based on the Forrester Data Consumer...
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Report Visual Engagement Drives Relationships And Revenue For Customer Service
Use Video To Elevate Your Customer Service Experience
Companies increasingly leverage visual engagement — video, cobrowsing, screen sharing, and annotations — to cut through the customer conversation clutter, to be better understood, and to connect...
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Report Enterprise Video's Future Aligns With Customer Obsession
Your Employees Expect Video, So Use It To Engage Them
March 2, 2017 | Nick BarberEnterprises can meet employees' consumer-level expectations around video and support a customer-obsessed culture at the same time. Enterprise video strategies include a mix of live and on-demand...
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Report Networking Technologies Immerse Fans In NFL Games And The Tour De France
RFID, Wi-Fi, Cell, And Other Wireless Technologies Create New Emotional Experiences And Connections
The National Football League (NFL) and the Tour de France use networking technologies to change the way fans engage with two popular sports in Europe and North America. Dimension Data, Extreme...