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  • Report 2017 European Online Banking Functionality Benchmark

    BBVA Earns The Highest Overall Score
    December 13, 2017 | Aurelie L'Hostis

    Tens of millions of Europeans use their banks' secure websites to conduct both routine and infrequent banking tasks. Digital banking strategy executives need to deliver online banking services that...

  • Report Refit Your Applications For Direct-To-Consumer Sales

    Direct Selling Is Here To Stay — But Requires A Fundamental Review Of Your Application Portfolio
    December 13, 2017 | George Lawrie

    The rise of direct-to-consumer (D2C) selling models challenges traditional sources of competitive advantage for consumer-packaged goods (CPG) brands. Key elements of D2C sales — collapsing barriers...

  • Report Keep Experimenting With Digital Enablement Technology In-Store

    December 11, 2017 | Michelle Beeson

    Forrester's 2017 Digital Store Capabilities Assessment benchmarked 16 leading UK and US retailers to help digital business executives understand how their investments in and implementation of...

  • Report Best Practices In US Mobile Investing Functionality

    The Industry Has Far To Go To Meet The Holistic Needs Of Younger Investors
    December 7, 2017 | Davis Janowski

    With expectations rising and substantial business at stake in landing and retaining 87 million US Millennial investors, digital wealth management teams know they need to improve their portfolios of...

  • Report Online Retail Will Drive Overall European Retail Sales Growth Through 2022

    Highlights From The Forrester Data: Online Retail Forecast, 2017 To 2022 (Western Europe)
    December 5, 2017 | Michelle Beeson, Claudia Tajima

    Western European online retail sales will continue its double-digit growth through 2022. Online sales growth will drive overall sales for retailers. This report provides highlights from Forrester's...

  • Report Evolve Now To Personalization 2.0: Individualization

    Your Customers Expect And Will Reward You For Personally Relevant, Value-Added, Individualized Experiences
    December 5, 2017 | Brendan Witcher

    To meet customer expectations of rich, relevant experiences, digital business professionals must help their firms evolve their personalization strategy from segmentation to individualization. The...

  • Report Best Practices In Life Insurance Digital Sales

    Life Insurers Need To Digitize Their Sales Processes
    November 27, 2017 | Ellen Carney, August Du Pont

    This report looks at how digital business strategy teams at life insurance companies can drive insurance sales and improve the customer experience. The leaders are not just making it simple, fast,...

  • Report Choose The Right Metrics For Commerce Apps

    November 21, 2017 | Julie A. Ask

    Metrics are key to enabling smart business decisions. Too many digital business professionals want to benchmark their performance against their competition rather than devise a scorecard that...

  • Report The Australia Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    November 20, 2017 | Tom Champion

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the Australia CX...

  • Report The India Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    November 20, 2017 | Amit Bhatia

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the India CX...

  • Report Disrupting Finance: Insurance Comparison Engines

    Comparison Engines Make It Easy To Gather And Compare Insurance Quotations, Streamlining Insurance Purchasing
    November 17, 2017 | Benjamin Ensor

    Comparison engines are the oldest and, in some ways, most successful digital disruptors in financial services. They make it easy for customers to get quotations from dozens of insurance companies...

  • 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 Top Cybersecurity Threats For Retailers In 2018

    Digital Transformation Means Retailers Must Get Cyber-Ready
    November 15, 2017 | Brendan Miller, Josh Zelonis

    Attackers are exploiting your digital transformation efforts. The age of the customer demands that retailers go on the offensive and exceed the demands of today's digital customers while also...

  • 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 2017 US Credit Card Digital Sales Functionality Benchmark

    Bank Of America And Wells Fargo Lead This Year's Review Of Credit Card Sales
    November 15, 2017 | Alyson Clarke, August Du Pont

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the seven largest credit card issuers in the US across 42 individual criteria. Bank of America takes...

  • 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 Forrester Data: Digital-Influenced Retail Sales Forecast, 2017 To 2022 (US)

    ForecastView Document
    November 14, 2017 | Satish Meena

    Digital influence is a measure of internet research's effect on offline retail sales, and this forecast highlights the effects of retailers' cross-channel selling efforts. By 2022, we expect the...

  • Report Marketers: Get Ready For Augmented Reality

    Why Augmented Reality Will Eclipse Virtual Reality In The Near Term And What To Do About It
    November 13, 2017 | Thomas Husson

    After a brief infatuation with augmented reality (AR) following the Pokémon GO craze, B2C marketers have all but abandoned the technology. Expect that to change as market leader Apple infuses its...

  • Report The UK Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    November 13, 2017 | Joana van den Brink-Quintanilha, Alex Causey

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the UK CX Index....

  • Report Assess How Your Omnichannel Capabilities Stack Up

    November 13, 2017 | Michelle Beeson

    Forrester's 2017 Retail Omnichannel Capabilities Assessment benchmarked 16 leading UK and US retailers to help digital business executives understand how their omnichannel capabilities compare with...

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

    Mobile Website UX Among European Retailers Must Improve
    November 13, 2017 | Michelle Beeson, Alex Causey

    As mobile becomes the dominant digital touchpoint, retailers must do more to streamline their customers' experiences on a smaller screen. We evaluated the mobile websites of 10 European retailers...

  • Report Predictions 2018: Customer Obsessed, Data-Driven Retailers Thrive

    In a world of hyperadoption — and hyperabandonment — the key to successful retailing in 2018 is obsessing about customer experience. Retailers' greatest hindrance to executing on this vision isn't...

  • Report How Italian Banking Customers Use Different Channels, 2017

    Weave Digital And Human Touchpoints Together To Deliver Superior Customer Experiences
    November 9, 2017 | Aurelie L'Hostis

    Digital business strategy executives at Italian banks face a twofold challenge: Banks need to encourage less digital-savvy customers to use digital touchpoints for routine banking tasks; at the...

  • Report Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy

    Prepare For Dips In Customer Satisfaction And Service Levels
    November 9, 2017 | Daniel Hong, Nick Barber, Ian Jacobs

    Artificial intelligence. All the craze. Application development and delivery (AD&D) professionals are on the frontline in learning how to use AI in customer service and sales. Whether that's...

  • 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,...

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