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  • Report Prepare For Adaptive Mobile Networks

    Small-Cell Technologies Will Transform Both Carrier And Corporate Networks
    September 14, 2012 | Charles S. Golvin

    Mobile connections are increasingly vital to the productivity and efficiency of the businesses that CIOs support, and wireless networks are undergoing radical changes to deliver high-quality...

  • Report The Customer Experience Generation Gap

    Customer Experience Index Scores Across Five Generations And 12 Industries
    September 30, 2009 | Bruce D. Temkin

    Across most industries, Seniors give firms the highest marks for customer experience, and Gen Yers give them the lowest. The most significant exception is that Older Boomers give PC manufacturers...

  • Report Technographics® Survey Highlights: Canadians' Use Of Mobile Phones Beyond Calls And Texts

    September 21, 2009 | Jacqueline Anderson

    This highlight deck summarizes the key findings related to mobile from Forrester's North American Technographics Telecom And Devices Online Survey, Q3 2009 (Canada). This is the first survey...

  • Report 2009 Enterprise Mobility Spending And Adoption Trends

    August 7, 2009 | Michele Pelino

    Using data from BDS Enterprise And SMB Networks And Telecommunications Survey, North America And Europe, Q1 2009, Forrester examines enterprise mobility spending and adoption trends.

  • Report Technographics® Insight: Global Mobile Internet And Mobile Content

    July 6, 2009 | Olesia Klevchuk

    This Technographics Insight takes a look at 2009 consumer mobile adoption in North America, Europe and Asia Pacific. It examines the role of a mobile phone in communication, search and...

  • Report Customer Experience Boosts Revenue

    Modest Improvements Can Bring In $177 Million To $311 Million Per Year
    June 22, 2009 | Bruce D. Temkin

    Forrester's previous research has shown a high correlation between customer experience and three key elements of loyal behavior: willingness to buy more, reluctance to switch, and likelihood to...

  • Report The Cord-Cutter Effect In Research

    Finding Ways To Survey Hard-To-Reach Target Groups
    March 25, 2009 | Tamara Barber

    The growing number of cord-cutters in Europe and the US means that traditional landline phone surveys reach less of the population. While Europe still has a higher rate of cord-cutting, US...

  • Report Technographics® Survey Highlights: Hispanic Technographics Consumer Technology Phone Survey, Q4 2008

    January 12, 2009 | Tamara Barber

    This highlight deck summarizes the key findings from Forrester's Hispanic Technographics Consumer Technology Phone Survey, Q4 2008.

  • Report Youth Spearhead Mobile Services Adoption

    North American Youth Would Use Their Mobiles Even More If Service Improved
    December 2, 2008 | Charles S. Golvin

    Three-quarters of online youth in North America have a mobile phone today, including more than 90% of 18-year-olds. These young people rely heavily on their cell phones for a wide variety of...

  • Report North American Mobile Device And Application Landscape

    October 21, 2008 | Ellen Daley

    North American firms report on the different handheld operating systems that their companies support and manage, where their employees spend most of their working time, who pays for voice and data...

  • Report A Closer Look At Customer Experience And Loyalty

    The Correlation Between Customer Experience And Loyalty For 112 Firms
    August 4, 2008 | Bruce D. Temkin

    Forrester's previous analysis of nine industries showed that good customer experience correlates highly to loyalty — especially when it comes to consumers' plans for making additional purchases....

  • Report Build Your Business's Mobile Strategy Around Device Management And Security

    Now Is The Time That IT Gets Smarter About Managing Mobility
    July 22, 2008 | Benjamin Gray

    As businesses embrace mobility, IT operations professionals are facing new challenges. But gone are the days when stodgy IT departments fight this business imperative. Most organizations today are...

  • Report Benchmark 2008: Telcos Struggle To Retain Business From Generations X And Y

    North American Consumer Technographics
    July 21, 2008 | Sally M. Cohen

    Traditional telephone companies face a daunting reality: Many consumers — especially Gen X and Gen Y — are forgoing traditional telephone landlines in favor of other voice technologies. For younger...

  • Report The Three-Legged Stool Of Wireless Service Life-Cycle Management

    Get More Value By Negotiating Better Contracts, Creating Effective Policies, And Implementing Enforcement Mechanisms
    July 16, 2008 | Lisa Pierce

    As use of domestic wireless services grows, many companies are seeking out new ways to control expenses. Emerging capabilities like usage-sensitive, corporate-liable price models for wireless voice...

  • Report Forrester TechRadar™: Enterprise Mobility Infrastructure, Q3 2008

    Infrastructure And Services Converge To Make The Workplace Place-Agnostic
    July 14, 2008 | Chris Silva

    Enterprises see mobility as a top priority and seek to provide more mobility support to employees, implement solutions that provide seamless movement between networks, and formalize mobile...

  • Report The State Of SMB Networks And Telecommunications: 2008

    Business Data Services North America And Europe
    July 9, 2008 | Ellen Daley

    This document gives highlights of an extensive data set collected across North American and European enterprises via our Enterprise And SMB Networks And Telecommunications Survey, North America And...

  • Report Cord-Cutting Continues Unabated

    Providers Have Little Hope Of Bringing Gen Yers Back To The Landline Fold
    May 9, 2008 | Charles S. Golvin

    Product managers of landline telecom service — both at incumbent telcos and at cable operators — continue to agonize over the ongoing trend of cord-cutting: customers disconnecting or never...

  • Report The State Of Service Provider Customer Service

    Improve Service — And Reduce Churn — By Looking To Other Industries
    March 31, 2008 | Chris Townsend, Sally M. Cohen

    Service providers of all types — cablecos, telcos, satellite companies, and mobile carriers — face a mounting dilemma: The number of services that they offer is on the rise, resulting in...

  • Report Technographics® Survey Highlights: North American Customer Experience Online Survey, Q3 2007

    February 14, 2008 | Jacqueline Anderson

    This highlight deck reviews the key findings from the North American Customer Experience Online Survey, Q3 2007. This survey covered questions given to US adults around interactions with various...

  • Report Mobile Phone Operator Satisfaction, 2006

    May 11, 2007 | Charles S. Golvin

    Although satisfaction in all aspects of mobile phone use has increased slightly from 2004 to 2006, overall the number is still quite low. Among all carriers, T-Mobile leads in satisfaction in all...

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