Search Results

• Forum Technology & Innovation

  learn best practices for driving innovation across your enterprise.

  November 3, 2020 | Chicago | Liz Herbert, Matthew Guarini, Brian Hopkins

  In today’s innovation-driven business environment, technology leaders have a unique opportunity to move beyond the traditional back-office IT function and become the catalysts of business...

• Forum CX Singapore

  Supercharge Your CX Practice In One Day

  September 3, 2020 | Singapore | Frederic Giron

  CX Singapore 2020 is a one-day intensive event that will arm you with the tools and inspiration necessary to take your customer experience practice to the next level. Join us on September 3, 2020...

• Webinar Retail's Omnichannel Acceleration: Mastering Commerce And Fulfillment In Times Of Crisis And Beyond

  Tuesday, July 7, 2020, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Brendan Witcher

  Today's customers expect a consistent and connected experience across shopping touchpoints. As consumer behavior continues to shift as a result of the pandemic, a seamless omnichannel experience is...

• Webinar Connect Your VoC Data Dots To Achieve CX Success

  Monday, June 29, 2020, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Faith Adams

  Customers often cross multiple channels or lines of business as they engage with a brand, but the ability to visualize and understand the experience that customers went through continues to be a...

• Webinar The US Customer Experience Index, 2020: CX Differentiation Is the Key to Long-Term Success

  Tuesday, June 23, 2020, 1:00 p.m.-2:00 p.m. Eastern time (18:00-19:00 GMT) | Michelle Yaiser, TJ Keitt

  During this webinar, we’ll review the latest results from Forrester’s US Customer Experience Index. We’ll explain how the pandemic had little impact on this year’s results,...

• Forum CX North America

  Cutting-edge, interactive CX programming

  June 16, 2020 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

  Join 50 Forrester analysts and 1,500 CX industry leaders at CX North America for three days of innovative customer experience thought, tech, and strategy.

• Forum CX North America

  Cutting-edge, interactive CX programming

  June 16, 2020 | New York City | Andrew Hogan

  Join 50 Forrester analysts and 1,500 CX industry leaders at CX North America for three days of innovative customer experience thought, tech, and strategy.

• Webinar Case Study: How Customer-Centered Messaging Boosted PTC's Conversion Rates

  Wednesday, June 10, 2020, 1:00 p.m.-2:00 p.m. Eastern time (18:00-19:00 GMT) | Laura Ramos

  Business buyers are getting very efficient at self-education: Before buying from a sales rep, 67% prefer to research online alone and not talk to a seller at all. To catch buyers’ attention...

• Forum Technology & Innovation EMEA

  Learn how you can become an engine of innovation at your organization.

  June 4, 2020 | London | Pascal Matzke

  As a technology leader, you have a unique opportunity in the year ahead. You can expand your role from manager of internal technology to your organization’s innovation leader. Are you ready...

• Webinar A Beginner's Guide To Culture Practices For CX Transformation

  Tuesday, June 2, 2020, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Angelina Gennis

  Just starting out on a customer experience (CX) transformation? Follow the five key steps Forrester has seen successful cultures take to become more customer-centric. Key takeaways: Explore how...

• Report Best Practices: Web Chat For Investors

  What Real Investors Say About Web Chat Experiences

  May 28, 2020 | Jennifer Wise

  Investment firms aim to offer web chat experiences that meet investors' expectations and drive use of the channel. To see how they stack up, we assessed the chat feature on eight investment firms'...

• Report New Tech: AI-Enabled Consumer Intelligence Solutions, Q2 2020

  Forrester's Landscape Overview Of 26 Providers

  May 28, 2020 | Cinny Little, Christian Austin

  Your customers want what they want, when and where they want it. It's not enough to just keep up with them; you must also be out ahead. Consumer intelligence solutions power that by breaking down...

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  Webinar Three Scenarios: The Evolution Of Insurance In The Age Of COVID

  May 27, 2020 | Ellen Carney, Jeffery Williams

  The impact of COVID-19 on the insurance business might differ on the details, but you can bet that business will look and feel very different than it did at the start of 2020. Consumers have zipped...

• Report Expectations And Experiences: The Impact Of Your Customers' Expectations On CX Quality

  May 26, 2020 | Joana de Quintanilha, Victoria McRitchie

  Achieving excellent customer experience (CX) requires exceeding expectations — Forrester's Customer Experience Index (CX Index™) data proves it — but most brands are merely meeting expectations or...

• Report Create A Governance Strategy To Meet The Process Imperative

  The Shift Required To Drive Process Automation At Scale

  May 21, 2020 | Rob Koplowitz

  Digital transformation requires lots of software to enable process automation. But how do you avoid chaotic software sprawl with thousands of disconnected pockets of automation that will undermine...

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  Webinar The B2B Marketer's Guide To Making The Most Of The Forrester Wave™

  May 21, 2020 | Laura Ramos, Lori Wizdo

  Congratulations! You just completed participating in a Forrester Wave, and its publication is imminent. Now what?Analyst technology evaluations can be lengthy and intense. Regardless of whether...

• Report Digital CX And Design Trends, 2020

  May 20, 2020 | Andrew Hogan, Gina Bhawalkar, Jennifer Wise

  Eight trends in 2020 are shaping how experience design (XD) professionals and their companies should improve their customers' experiences with digital touchpoints, from apps to websites to Alexa...

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  Webinar Find Your Right Fit In An SAP Transformation Services Partner

  Using The Forrester Wave™

  May 20, 2020 | Liz Herbert, Amanda LeClair

  SAP services partners are evolving as quickly as the SAP app portfolio. Fresh off our 2020 Forrester Wave evaluation of SAP services partners, Liz Herbert and Amanda LeClair share the top trends in...

• Report The Business Impact Of Design: Five Best Practices For Measuring It

  A Design Impact Series Report

  May 14, 2020 | Gina Bhawalkar

  Experience design (XD) professionals struggle to measure and communicate the impact of their work. And that's a missed opportunity for them, because by mastering design measurement, they can reap...

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

  May 14, 2020 | Dipanjan Chatterjee, Peter Wannemacher

  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 It's OK To Break Up With Social Media

  Vision: The Social Marketing Playbook

  May 13, 2020 | Jessica Liu

  In the last decade, social media has become a quagmire of marketers competing for consumers' attention. Instead, consumers should lead the conversation — as social media was originally intended. We...

• Report The Forrester Streaming Media Wave™: US Apps, Q4 2019 (Updated Q2 2020)

  Netflix, Hulu, And Amazon Prime Set The Bar For Most New Entrants

  May 13, 2020 | Jim Nail, Andrew Hogan

  Competition for the time and dollars of US streaming service consumers is about to get intense. The recent entries of Apple TV+ and Disney+ and the impending launch of Warner Media's upgrade to HBO...

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  Webinar Today, 5G And Edge Computing Are Advancing IoT Value

  May 12, 2020 | Michele Pelino, James Staten

  Here in 2020, we have arrived at a time when two fantastic technology advancements are dramatically improving real-time, onsite insights about what is going on in your company’s endpoints....

• 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 The Top Retail Technology Investments In 2020

  Retail And Brand Professionals Share Their Priorities For Tech-Driven Commerce Initiatives In The Coming Year

  May 11, 2020 | Brendan Witcher

  In January and February 2020, we interviewed more than 60 retail and brand professionals from over 50 companies to understand which technology initiatives they are investing in this year. This...