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The SaaS Transformation Playbook For 2019

Drive Greater Speed, Innovation, And Adoption With SaaS Transformation

Companies looking to maintain their competitive edge and execute on digital transformation strategies need modern, flexible business applications. Forrester's software-as-a-service (SaaS)...

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  • Report US Tech Market Outlook For 2015 And 2016: The BT Agenda Powers Steady Expansion

    Software Expansion Offsets Weak Hardware And Outsourcing Demand
    June 29, 2015 | Andrew Bartels

    Three trends dominate our updated US tech market forecast for 2015 and 2016. First, spending by CIOs and their business partners on the business technology (BT) agenda to win, serve, and retain...

  • Report US Tech Market Outlook For 2014 And 2015 — Solid, Steady Growth

    Customer-Facing Technologies Will See The Fastest Growth
    April 24, 2014 | Andrew Bartels

    Our updated US tech market forecast indicates that US CIOs can plan for 6% to 7% increases in their tech budgets in 2014 and 2015, after several years in which they have had to be cautious in their...

  • Report Government Spending Brinksmanship Drags Down The 2013 US Tech Market Outlook

    We Cut Our 2013 Spending Growth Estimate To 3.9% From 5.7%
    October 25, 2013 | Andrew Bartels

    By rights, US CIOs should be looking at a relatively decent 6% growth in their tech purchases in 2013, as we had predicted earlier this year. Instead, the drag on the US economy and on US tech...

  • Report US Tech Market Outlook For 2013 And 2014: Better Times Ahead

    We Forecast 6% ICT Spending Growth For Both Years
    April 25, 2013 | Andrew Bartels

    US CIOs remain torn between their need to invest in new mobile, cloud, and smart technologies and their fear of encountering economic doldrums (or worse). Over the past two and a half years, these...

  • Report Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy

    January 23, 2012 | Diane Clarkson

    Online consumers' preferences for online customer service channels are evolving. More online consumers have adopted online self-service in the past two years; it has also disappointed more...

  • Report How To Build The Business Case For Customer Experience Improvement

    The Business Impact Of Customer Experience
    May 24, 2011 | William Band

    Business process professionals supporting customer-facing processes are often challenged to make the business case to their executive leaders that investing to improve the customer experience is a...

  • Report Insurance Claims: A Classic Untamed Process

    Taming The Insurance Claim Experience
    May 24, 2011 | Craig Le Clair

    At its highest level, a business process is any activity that helps an enterprise achieve its goals. In insurance, industry-specific applications form the transactional backbone of claims...

  • Report Want Loyalty? Improve Your Call Center Customer Experience

    Call Center Satisfaction Ties To Loyalty Across 11 Industries
    May 13, 2011 | Kerry Bodine

    Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly...

  • Report Call Center Experiences Leave Consumers On Hold For Something Better

    Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries
    April 11, 2011 | Kerry Bodine

    Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news?...

  • Report TechRadar™ For Content & Collaboration Professionals: Enterprise Video, Q1 2011

    Tools To Manage And Deliver Video Are Growing; Videoconferencing Makes A Comeback
    January 21, 2011 | Philipp Karcher

    Enterprises increasingly use video in a wide range of use cases, changing how they collaborate, issue communications, train their employees, and even talk to customers. But the transformational...

  • Report Online Customer Service Review: Wireless Communication Service Providers

    An Empowered Report: A Look At The Best And Worst Of Online Customer Service
    December 6, 2010 | Diane Clarkson

    Forrester evaluated the online customer service offerings of the four largest US wireless communication service providers — AT&T, Sprint, T-Mobile, and Verizon Wireless. Our analysis uncovered...

  • Report What You Need To Know About Third-Party Recommendation Engines

    November 18, 2010 | Sucharita Kodali

    eBusiness executives continue to look for new ways to increase their conversion rates and customer retention. In recent years, third-party recommendation engines, which have earned a reputation for...

  • Report Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

    November 10, 2010 | Elizabeth Boehm

    Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up....

  • Report Designing A Mobile Empowered Product Strategy

    An Empowered Report: Applying The IDEA Framework To Smartphone Users
    September 7, 2010 | J. P. Gownder

    Product strategists developing mobile offerings should take inspiration from Forrester's new book Empowered. When designing a mobile product strategy, they should employ a mobile version of the...

  • Report How Canadian Insurance Customers Use Different Channels

    August 24, 2010 | Ellen Carney, Peter Wannemacher

    Canadians still use the phone as their primary channel for insurance. In fact, the phone was the only channel used by a majority of online Canadian insurance customers in the past year, while fewer...

  • Report Making Proactive Chat Work

    Maximizing Sales And Service Requires Ongoing Refinement
    June 4, 2010 | Diane Clarkson

    Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an...

  • Report Web-Phone User Experience 2010: PC Laptop Manufacturers

    Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms
    May 27, 2010 | Adele Sage

    Forrester applied its Web-Phone User Experience Review methodology to the experiences at four large PC laptop manufacturers: Apple, Dell, HP, and Toshiba. The results: Apple came out ahead, but the...

  • Report What Consumers Do When They Can't Complete A Goal In Their Channel Of Choice

    April 9, 2010 | Adele Sage

    Forrester asked US consumers what they did after their first channel of choice — either Web or phone — failed to provide the information they needed. Our data shows that among those who stayed with...

  • Report Developing An Online Customer Service Strategy

    February 12, 2010 | Diane Clarkson

    Developing cohesive online customer service has never been more important. Expanding the role of online customer service can achieve multiple objectives including lifting brand favorability,...

  • Report Adding Social Media To Customer Service Initiatives Can Break Down Barriers To Change

    February 11, 2010 | Natalie L. Petouhoff, Ph.D.

    According to Forrester data, 91% of executives say that customer experiences are critical or very important to their businesses, nearly 5,000 consumers prefer better customer experiences over lower...

  • Report Rating Customer Service Experiences, 2010

    Consumers Evaluate Customer Service At 92 Companies
    January 28, 2010 | Bruce D. Temkin

    Forrester asked more than 4,600 US consumers about their customer service experiences with companies across 14 industries. Barnes & Noble and Kohl's received the highest rating, while Charter...

  • Report Topic Overview: Social CRM Goes Mainstream

    January 5, 2010 | William Band, Natalie L. Petouhoff, Ph.D.

    Forrester's customer relationship management (CRM) research helps business process professionals embrace best practices — from process optimization to technology implementation — to improve...

  • Report Consumers Expect Poor Service Experiences

    Customer Service Expectations Across 10 Industries And Five Generations
    December 2, 2009 | Bruce D. Temkin

    Most customers say they prioritize service over price when choosing to do business with a company. But consumers expect a poor experience when trying to resolve a customer service issue....

  • Report Technographics® Survey Highlights: US Insurance Channel Preferences

    October 19, 2009 | Jacqueline Anderson

    This highlight deck summarizes the key findings from Forrester’s North American Technographics® Investments And Insurance Online Survey, Q3 2009 (US).This deck covers channel preferences for...

  • Report Rewrite The Netbook Story For Business Technology Buyers

    Position Netbooks For Business Use — Especially In Emerging Markets
    October 9, 2009 | Jennifer Belissent, Ph.D.

    For a device that originated in the concept of the $100-laptop, the netbook certainly hasn't been fully marketed to emerging markets. Nor have firms really marketed netbooks for serious business...