Charts & Figures
-
-
Different Levels Of Design Are Supported By Different Types Of Research
February 12, 2019
-
Search Results
-
Forum CX SF 2019
The Rise of XD: Master the New Art (and Science) of Experience Design
Just what we need: another abbreviation. But this one is for real. Experience design — or XD — is rapidly emerging as the discipline to rule them all. If exceptional CX is the goal, XD...
-
Forum CX NYC 2019
Change The Game: Leading Radical CX Innovation
First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...
-
Forum Consumer Marketing 2019
Beyond The Direct-To-Consumer Revolution
Direct-to-consumer (DTC) brands have captured consumers’ admiration and loyalty … but most have an unsustainable economic model. Traditional brands are optimized to deliver financial...
-
Webinar Use A Market And Competitive Intelligence (M&CI) Solution To Drive More Actions And Outcomes
Thursday, March 21, 2019, 11:00 a.m.-12:00 p.m. Eastern time (15:00-16:00 GMT) | Cinny Little, Elizabeth CullenMost firms have M&CI capabilities, but many struggle to align insights from information and data with stakeholders’ decisions for actions that improve business outcomes. This webinar...
-
Report The Winning Way To Plan Customer Research
Use Forrester's Customer Research Canvas To Drive The Why, What, How, And Who Of Your Research Efforts
Although companies increasingly recognize that if they want to improve CX significantly, they can't skip customer research, Forrester consistently hears from CX pros who struggle to conduct the...
-
Report Gillette's Close Shave
A Consumer Energy Index Analysis
January 22, 2019 | Anjali LaiBrands are jumping into the messy arena of polarizing issues with greater fervor, and Gillette just raised the stakes. Within 72 hours of launch, its "We Believe" TV spot shot past 13 million views...
-
Report Facebook: The Myth Of The Monopoly
A Consumer Energy Index Analysis
January 18, 2019 | Anjali Lai2018 was a challenge for Facebook, Inc.: Between the Cambridge Analytica scandal in Q1 and a security bug in Q4, the headlines revealed that its largest partners had access to users' personal data...
-
Webinar 2019 Priorities: Embracing Digital In Wealth Management To Remain Relevant
Multiple forces and innovations are changing how customers globally manage and invest their money. Powered by digital technology, the wealth management industry is transforming to meet the...
-
Report Luxury Retail 2018: What A Difference A Year Makes
Luxury Brands Finally Dive Meaningfully Into Digital
December 17, 2018 | Michelle BeesonWhat a difference a year makes! But despite much activity, luxury brands still have lots of ground to cover to create the exceptional omnichannel customer experiences that their customers expect....
-
Report Differentiate By Developing A Research Portfolio And Collaboration System
Intermediate Level: Research Practices For CX Transformation
November 28, 2018 | Kelly PriceGetting customer research right is essential to customer experience (CX) transformation — it means performing specific activities required for understanding your customers in depth and...
-
Report Now Tech: Voice-Of-The-Customer Vendors In Asia Pacific, Q4 2018
Forrester's Overview Of 21 Voice-Of-The-Customer Providers In Asia Pacific
Customer experience (CX) professionals use voice-of-the-customer (VoC) tools to collect and analyze customer feedback, improve CX, and track the results of these improvements. But to access these...
-
Report The Metropolitan Indian Consumer Tech Stack
Our 2018 Indian Benchmark Data Overview Shows The Four Forces Of Adoption
Humans were born to embrace today's technologies. In 2018, Forrester has surveyed 110,460 online adults in 20 countries to see how people embrace technology, why they use it, and what that will...
-
Report Boost Research Speed, Scale, And Experimentation For Breakaway CX
Advanced Level: Research Practices For CX Transformation
October 30, 2018 | Kelly PriceGetting customer research right is essential to CX transformation — it means performing specific activities required for understanding your customers in depth and communicating that understanding...
-
Report The Six Key Steps To Instituting Good Customer Research
Beginner Level: Research Practices For CX Transformation
October 29, 2018 | Kelly PriceGetting customer research right is essential to CX transformation — it means performing specific activities required for understanding your customers in depth and communicating that understanding...
-
Report The Metropolitan Chinese Consumer Tech Stack
Our 2018 Chinese Benchmark Data Overview Shows The Four Forces Of Adoption
Humans were born to embrace today's technologies. In 2018, Forrester has surveyed 110,460 online adults in 20 countries to see how people embrace technology, why they use it, and what that will...
-
Report The Australian Consumer Tech Stack
Our 2018 Australian Benchmark Data Overview Shows The Four Forces Of Adoption
Humans were born to embrace today's technologies. In 2018, Forrester has surveyed 110,460 online adults in 20 countries to see how people embrace technology, why they use it, and what that will...
-
Report Now Tech: Voice Of The Customer (VoC) Vendors, Q4 2018
Forrester's Overview Of 28 VoC Providers
October 9, 2018 | Faith AdamsCX pros use voice of the customer (VoC) tools to collect and analyze customer feedback, inform customer experience (CX) improvements, and track the results of these improvements. But to access...
-
Report Understand Your Customers To Build Trust: Forrester's 2018 Consumer Privacy Segmentation
Performance Management: The Customer Trust And Privacy Playbook
As the privacy landscape evolves, consumers are more aware than ever that companies collect and use their personal data for marketing and advertising purposes. B2C marketers must understand their...
-
Webinar Applying The Forrester Wave™: Social Listening Platforms, Q3 2018
Social listening platforms are essential for social and marketing use cases, but their potential to bring consumer insights to the entire business is what solidifies them as an essential piece of...
-
Report Modernize Your Customer Research
Technologies And Techniques For Faster, Better Customer-Centric Decision Making
October 2, 2018 | Kelly PriceCustomer experience (CX) pros know how critical research is for great experience design, but colleagues in other functions often believe research takes too much time. So they view it as a hindrance...
-
Report Nike Makes No Sacrifices
A Consumer Energy Index Analysis
Nike unveiled its 30th anniversary "Just do It" ad campaign featuring its long-sponsored and controversial athlete Colin Kaepernick. Putting aside photos of disgruntled consumers setting Nike shoes...
-
Report Forget Everything You Think You Know About Marketing Planning
Only A Continuous Planning Cycle Will Enable Modern Marketing
Planning underlies all of your marketing methods. But most planning processes are increasingly out of sync with the charter for the modern marketer: to understand and advocate for customers, to...
-
Report The European Consumer Tech Stack
Our 2018 European Benchmark Data Overview Shows The Four Forces Of Adoption
Humans were born to embrace today's technologies. In 2018, Forrester has surveyed 110,460 online adults in 20 countries to see how people embrace technology, why they use it, and what that will...
-
Report Social Technographics® Reveals Who Your Social Audience Is — And How To Approach Them
Landscape: The Social Marketing Playbook
July 20, 2018 | Jessica Liu, Gina FlemingThe question for B2C marketers is no longer whether your customers use social media but how you can best use social media to interact with those customers. But how well do you know your customers...
-
Report Prioritize CX Investments By Understanding Empowered Customers
A Technographics® 360 Report
Customers approach your brand with unique expectations and motivations that shape their perception of the quality of your CX. Forrester's Empowered Customer Segmentation measures customers'...