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  • Consumer Technographics

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  • Report FaceTime Is The Second Coming Of Video Telephony — Again

    Skype And Others Will Benefit From Apple's New iPhone 4 Hardware
    July 21, 2010 | Ian Fogg

    Creating a successful strategy for consumer video telephony has eluded everyone bar Skype. Even the telecommunications industry itself has failed with this particular communications product:...

  • 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 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 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 The Economic Downturn Sets Back The European Mobile Consumer Market

    Mobile Data Growth Is On Hold As Consumers Turn To SIM-Only Deals
    October 24, 2008 | Pete Nuthall

    The economic downturn won't put a dent in the European mobile penetration rate of 84%, but mobile services providers are feeling the impact of reduced usage and spending as consumers review their...

  • 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 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 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 The Prospects For Ad-Funded Mobile Services

    Why Ad-Sponsored Mobile Voice And SMS Won't Disrupt The Market
    November 21, 2007 | Niek Van Veen

    European mobile operators are still contemplating giving mobile services away for free to consumers. The catch? Consumers have to agree to receive advertising on their mobile phone. UK mobile...

  • 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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