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  • Report Make The Case For Ad Technology Investments

    October 6, 2017 | Susan Bidel, Samantha Merlivat, Michelle Bishop

    Advertising technologies (adtech) promise to improve media performance, make customer data more actionable, and boost efficiency. This report helps B2C marketing pros make a convincing business...

  • Report The State Of Customer Analytics 2017

    September 25, 2017 | Brandon Purcell

    To assess the state of analytics adoption, including goals, challenges, and analytics sophistication, Forrester and Burtch Works fielded an online survey to 229 customer analytics and measurement...

  • Report Australia And New Zealand Firms Jump-Start Their Journey To Customer Obsession

    Learn From Firms That Benchmark Themselves Against Their Peers
    September 18, 2017 | Michael Barnes

    Forrester's Customer Obsession Assessment (COA) helps you gauge your customer obsession maturity against that of your peers. This report applies the COA to firms based in Australia and New Zealand...

  • Report The Seven Top Questions About Journey Analytics

    Journey Analytics Improves Interactions And Predicts Future Behavior
    September 14, 2017 | Joana van den Brink-Quintanilha

    Journey analytics is a hot topic because it can help firms move the needle on customer obsession. But misconceptions about what journey analytics is and how it's done get in the way. Forrester...

  • Report Security Strength And Ease Benchmark: US Most-Visited Federal Government Websites, 2017

    September 14, 2017 | Andras Cser, Rick Parrish, Alexander Spiliotes

    Only 33% of federal customers are confident that the government keeps their personal information secure, and almost 50% rate federal website ease of use as neutral or poor. In this report for S&R...

  • Report Make Smart Mobile Technology Choices

    Benchmarks: The Mobile eBusiness Playbook
    September 13, 2017 | Julie A. Ask

    "What are my competitors doing?" is one of the most frequent questions that Forrester's clients ask. This report helps digital business strategy professionals benchmark both their use of mobile...

  • Report A Dangerous Disconnect: Executives Overestimate DevOps Maturity

    September 13, 2017 | Robert Stroud, Elinor Klavens

    Development and operations (DevOps) is getting a lot of buzz and proving to be a profound driver of business transformation. But we're also seeing a lot of misinformation: While many organizations...

  • Report Four Scenarios To Build The Business Case For Enterprise Fraud Management

    Determine The Best Scenario To Reduce Fraud Losses And Increase ROI At Your Firm
    September 5, 2017 | Andras Cser

    The business case for enterprise fraud management (EFM) depends on reducing fraud loss across multiple transaction types (typically payments). We looked at fraud loss, investigation labor, as well...

  • Report 2017 Canadian Online Banking Functionality Benchmark

    CIBC Again Earns The Highest Overall Score, Though Each Canadian Bank Offers Lessons For Others
    August 16, 2017 | Peter Wannemacher, August Du Pont

    Millions of Canadian bank customers use their providers' secure websites to conduct both routine and rare banking tasks. As such, digital banking teams must focus on which goals a customer can...

  • Report 2017 US Online Banking Functionality Benchmark

    USAA Again Leads Overall, While Bank of America And Wells Fargo Lead Among Banks With Branches
    August 16, 2017 | Peter Wannemacher, August Du Pont

    Tens of millions of US bank customers use their providers' secure websites to conduct both routine and rare banking tasks. As such, digital banking teams must focus on which goals a customer can...

  • Report The B2B Marketer's Guide To Benchmarking Customer Obsession Maturity

    Benchmarks: The B2B Marketing Playbook
    August 10, 2017 | Laura Ramos

    Becoming customer-obsessed is a competitive advantage to companies that pursue this strategy. It is also a disruptive — but transformative — process that not all firms will start from the same...

  • Report The State Of Empowered Customers And Technology: Benchmark 2017, US

    North American Consumer Technographics®
    August 10, 2017 | Reineke Reitsma

    For the first time, we present an annual report that shows the impact of technology on US empowered customers' attitudes, behaviors, and expectations, based on the Forrester Data Consumer...

  • Report Metrics That Matter In Account-Based Marketing

    Use Comparative Metrics Across The Six Stages Of The Customer Life Cycle To Reveal The Value Of ABM
    August 9, 2017 | Allison Snow

    B2B marketers believe that account-based marketing (ABM) can boost marketing performance but need to demonstrate its impact. ABM is relevant across the customer life cycle, not just new account...

  • Report Global Mobile Banking Benchmark, 2017

    BBVA Earns The Top Spot

    To stay relevant to customers, digital banking strategy executives need to deliver useful and usable mobile banking services that not only exceed customers' current expectations but also anticipate...

  • Report The State Of Consumers And Technology: Benchmark 2017, US

    North American Consumer Technographics®
    June 28, 2017 | Gina Fleming

    This 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...

  • Report The State Of CX Management Maturity, 2017

    Augment The Six Management Competencies, And Enhance Capabilities To Improve Customer Experience
    June 19, 2017 | Rick Parrish

    Organizations that want to provide great customer experience (CX) reliably must master CX management because even a track record of high-quality CX is no guarantee it will continue. Mature CX...

  • Report The ROI Of CX Transformation

    The Business Case Report In The CX Transformation Playbook
    June 19, 2017 | Dylan Czarnecki, Maxie Schmidt-Subramanian

    Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX transformation leaders need to invest...

  • Report Security Strength And Ease Benchmark: US Online Retailers 2017

    Retailers' Customer Website Security Practices Need To Improve
    June 15, 2017 | Andras Cser, Alexander Spiliotes, Merritt Maxim

    According to Forrester Data Online Retail Forecast, 2016 to 2021 (US), online retail sales have grown 15% year-over-year since 2015. As retailers expand their digital offerings and work to attract...

  • Report 2017 India Online Banking Functionality Benchmark

    ICICI Bank Stands Out By Offering Better Online Banking Services
    June 12, 2017 | Ashutosh Sharma, Arnav Gupta

    Online banking customers in India use their providers' secure websites to complete tasks and achieve their banking objectives. Digital banking teams must keep a close eye on which goals a customer...

  • Report 2017 New Zealand Mobile Banking Benchmark

    Kiwibank Edges Out Bank Of New Zealand With Good Usability
    June 8, 2017 | Zhi-Ying Barry

    Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations, but also anticipate their future needs and improve their...

  • Report 2017 Australian Mobile Banking Benchmark

    CommBank Takes The Top Spot; Westpac Gives Chase
    June 5, 2017 | Zhi-Ying Barry

    Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations, but also anticipate their future needs and improve their...

  • Report 2017 China Mobile Banking Benchmark

    China Merchants Bank Tops Our Review Of Chinese Banks
    June 1, 2017 | Eryan Zhou, Riccardo Pasto

    Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations, but also anticipate their future needs and improve their...

  • Report 2017 UK Mobile Banking Benchmark

    Lloyds Bank Comes Top In Our Review Of UK Mobile Banking Services
    May 30, 2017 | Aurelie L'Hostis

    Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations but also anticipate their future needs and improve their...

  • Report 2017 India Mobile Banking Benchmark

    ICICI Bank Leads Again, Setting The Bar For Mobile Banking In India
    May 26, 2017 | Ashutosh Sharma, Arnav Gupta

    Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations, but also anticipate their future needs and improve their...

  • Report 2017 European Mobile Banking Benchmark

    BBVA Comes Top In Our Review Of European Mobile Banking Services
    May 16, 2017 | Aurelie L'Hostis

    Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations but also anticipate their future needs and improve their...

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