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  • Report Customers Prefer Hybrid Digital/Physical Experiences

    New Insights From Forrester's Customer Experience Index
    February 9, 2018 | Rick Parrish

    Conventional wisdom states that customers prefer digital experiences. As a result, companies race to create entirely digital experiences to entice customers away from physical channels like call...

  • Report How To Drive Action With Your Voice Of The Customer Program

    February 2, 2018 | Faith Adams

    Voice of the customer (VoC) programs are still not taken seriously. This is because they struggle to drive action and prove value. To change this, VoC teams must leverage stakeholders across the...

  • Report 2018 Retail Best Practices: Mobile Web

    Apply Lessons Learned From Forrester's Retail Wave™: US Mobile Web, Q4 2017
    February 2, 2018 | Brendan Miller

    Mobile web is booming: We forecast that US retail sales via smartphone will grow at a compound annual growth rate (CAGR) of 18% over the next five years. Plus, smartphones will impact more than...

  • Report Disrupting Finance: Digital Insurers

    Digital Insurance Startups Aim To Offer A Better Customer Experience
    January 31, 2018 | Oliwia Berdak

    The past few years have seen the emergence of a growing number of digital insurance startups like BIMA, Cuvva, Lemonade, Oscar, Slice, and Trōv, which use digital technologies to simplify the...

  • Report Accelerate Your Digital Insurance Strategy With Six Emerging Technology Building Blocks

    Tools And Technology: The Digital Insurance Strategy Playbook
    January 5, 2018 | Ellen Carney

    Digital technology is transforming insurance. Hundreds of disruptive early-stage insurers and insurtech startups are roiling up the status quo, powered by emerging and sometimes overhyped...

  • Report Developing Tomorrow's Digital Experiences

    December 22, 2017 | Julie A. Ask, Michael Facemire

    Digital channels are more amorphous and fragmented than ever. However, they share a common core: mobile. Mobile will emerge as the central choreographer in this broader, connected ecosystem....

  • Report How To Build Your Voice Of The Customer Program

    December 22, 2017 | Faith Adams

    Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. CX pros need to know how good their programs are, how...

  • Report North American Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 11 Mobile Banking Apps
    November 17, 2017 | Andrew Hogan, Alex Causey, Jennifer Wise

    For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are North American mobile banking apps...

  • Report The Forrester Wave™: Digital Experience Service Providers, Q4 2017

    The 14 Largest Service Providers That Matter Most And How They Stack Up
    November 17, 2017 | Ted Schadler

    In our 23-criteria evaluation of digital experience service providers, we identified the 14 most significant ones — Accenture, Deloitte, Digitas, EPAM, Epsilon, IBM, Isobar, MRM//McCann, PwC,...

  • Report The Best And Worst Of Customer Service Via Facebook Messenger

    A Forrester Digital UX Review
    November 15, 2017 | Laura Naparstek, Andrew Hogan, Ian Jacobs

    As a CX professional, you need to know which companies are enabling customer service effectively via Facebook Messenger and how. Why? Because the practice is spreading, so your executives are bound...

  • Report The US Digital-Only Retailers Customer Experience Index, 2017

    How US Digital-Only Retail Brands Earn Loyalty With The Quality Of Their Experience
    November 15, 2017 | Sucharita Kodali, Dylan Czarnecki

    How well do leading digital-only retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 14 digital-only retail brands that we...

  • Report Predictions 2018: Mobile Evolves Into The Digital Experience Conductor

    Landscape: The Mobile eBusiness Playbook

    2018 is the year that mobile becomes core to the digital ecosystem. Devices are evolving to seamlessly work together. Tooling is following that evolution, allowing developers to build for...

  • Report The Forrester Retail Wave™: US Mobile Web, Q4 2017

    The Functionality And Usability Gap Widens Among Top Retailers' Mobile Websites
    October 26, 2017 | Brendan Miller, Jennifer Wise

    The mobile web is becoming many retailers' most visited digital channel, yet it converts at an average of just 1% — less than both desktop web and mobile apps. To increase mobile web conversion,...

  • Report Trends 2017: Australia And New Zealand Digital Banking

    Digital Executives Need Stronger Foundations To Better Execute And Create New Customer Value
    October 23, 2017 | Alyson Clarke, Zhi-Ying Barry

    Slowing economic growth, increased government scrutiny, and more empowered consumers are challenging retail banking in Australia and New Zealand (ANZ). Differentiated experiences will drive...

  • Report The Next Chapter For Email Marketing

    Use Email To Support Customer Journeys, Not To Pitch Promotions
    October 2, 2017 | Shar VanBoskirk

    Customer-obsessed marketers should spend their resources developing email into the linchpin of the customer journey, instead of just continuing it as a promotions vehicle. This report explains how...

  • Report MSC Cruises Seeks To Transform The Guest Experience With Emerging Tech

    To Create The Cruise Ship Of The Future, MSC Is Blending Physical And Digital Experiences
    September 29, 2017 | Joana van den Brink-Quintanilha, Alex Causey

    MSC Cruises is investing €9 billion in building a fleet of new ships equipped with advanced new customer-facing technology and has just launched the first of them: MSC Meraviglia. We spoke with...

  • Report Digital Experience Platform Trends, 2017

    September 21, 2017 | Mark Grannan, Ted Schadler

    Digital experience platform technology evolution has crossed a threshold in the past two years. Enterprise organizations are starting to shift to "all-in" strategies with a single vendor for their...

  • Report The Forrester Wave™: Digital Experience Platforms, Q3 2017

    Oracle Leads An Evolving Market With A Balance Of Product And Platform
    September 21, 2017 | Mark Grannan, Ted Schadler

    In our 28-criteria evaluation of digital experience platform providers, we identified the 14 most significant ones — Acquia, Adobe, BloomReach, Episerver, IBM, Liferay, Magento, OpenText, Oracle,...

  • Report AI Will Revolutionize Digital Experiences

    AI Will Help Brands Win, Serve, And Retain Customers Across A Connected Experience Ecosystem
    September 11, 2017 | Julie A. Ask

    A host of technologies that broadly fall under the umbrella of artificial intelligence (AI) are revolutionizing how digital business professionals can design and deliver digital experiences. As AI...

  • Report Born Mobile

    Best Practices Learned From Mobile-First Companies
    August 9, 2017 | Julie A. Ask

    Most digital business professionals are not prepared to deliver the next generation of digital experiences that consumers expect. They lack Agile operations, including the talent, technology,...

  • Report Trends 2017: North American Digital Insurance

    Lead Your Company's Journey To Mastering Digital Business
    August 8, 2017 | Ellen Carney

    Your customers are changing the rules. Your agents are launching the same digital tools as yours to hold onto their customers. New competitors like Lemonade are shrinking legacy business processes...

  • Report Vendor Landscape: Digital Experience Service Providers, 2017

    Master The Messy Market Of Digital Agencies And Consultancies By Focusing On Their Capabilities, Culture, And Commitments
    July 27, 2017 | Ted Schadler

    Nine of 10 companies turn to digital agencies, consultancies, and technology implementers to design, build, and manage their digital customer experiences. But with hundreds of these diverse...

  • Report Four Tech Giants Dominate Your Customer Experience

    Capitalize On The Influence Of Amazon, Apple, Facebook, And Google On Your Customers
    July 26, 2017 | TJ Keitt

    Alphabet's Google, Amazon, Apple, and Facebook set your customers' expectations for customer experience (CX) because they hold a prominent place in people's lives. CX professionals need to...

  • Report The Mobile Mind Shift Road Map

    Road Map: The Mobile eBusiness Playbook
    July 25, 2017 | Michael Facemire

    Customers, partners, and internal stakeholders are challenging digital business leaders to build new digital experiences: mobile apps, websites, connected devices, and chat interfaces, just to name...

  • Report Trends 2017: North American Digital Banking

    Digital Executives Need Stronger Foundations To Create New Customer Value
    July 24, 2017 | Alyson Clarke

    Slow economic growth, low interest margins, regulatory uncertainty, increased competition, and changing consumer needs are challenging the retail banking industry in North America. Differentiated...

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