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  • Report The US Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    June 19, 2018 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 287 brands across 19 industries in the US Customer...

  • Report Virtual Reality In 2018: Not A Customer Reality

    Our Top Five Takeaways For CX Pros About VR At Mobile World Congress
    March 27, 2018 | Jennifer Wise

    Forrester tested the virtual reality (VR) experiences at this year's Mobile World Congress (MWC) in Barcelona to examine what the advances in these technologies mean for customer experience (CX)...

  • Report The Canada Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    August 28, 2017 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 192 brands across 18 industries in the Canada CX Index...

  • Report The US Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    August 1, 2017 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 314 brands across 21 industries in the US CX Index. We...

  • Report The UK Customer Experience Index, 2016

    UK Brand Scores Reveal A Year Of Progress
    November 1, 2016 | Joana de Quintanilha, Alex Causey

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in the UK and the specific brands that you must beat to...

  • Report Brief: What CX Pros Can Learn From Pokémon Go

    Anticipatory CX Meets Augmented Reality In This Worldwide Smash Hit
    October 17, 2016 | Ryan Hart, James McQuivey, PhD

    The Pokémon Go phenomenon has washed across the globe like a tsunami, and while the pace at which it is subsiding is as rapid as its inundation, it leaves valuable customer experience (CX) lessons...

  • Report The Canada Customer Experience Index, 2016

    Canadian Company Scores Reveal A Year Of Stagnation
    September 29, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in Canada and the specific brands that you must beat to...

  • Report The India Customer Experience Index, 2015

    A Benchmark Of How Well Brands In India Use The Customer Experience To Create And Sustain Customer Loyalty
    September 21, 2015 | Ryan Hart

    For the first time, Forrester has applied the Customer Experience Index (CX Index™) methodology to appraise how well companies in India are delivering customer experiences that create and sustain...

  • Report A Market Researcher's Introduction To The Future Of Online Customer Experience

    June 30, 2010 | Reineke Reitsma

    The types of devices people use to connect to the Web are proliferating. Portable devices are rapidly getting more powerful, and as a result, the tradeoff between mobility and capability is...

  • Report The Future Of Online Customer Experience

    It Looks Customized, Aggregated, Relevant, And Social
    January 28, 2010 | Moira Dorsey

    Forrester believes that four attributes will characterize the next phase of development of the Web. Online experiences will be: customized by the end user, aggregated at the point of use, relevant...

  • Report Who Wants Low Prices Or Good Customer Service?

    Examining Four Segments Of Consumers Across 12 Industries
    July 23, 2009 | Bruce D. Temkin

    In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of...

  • Report Where To Find Help For Web Design Projects, 2009

    North American Interactive Agencies Report Their Capacity, Budget, And Industry Capabilities
    May 8, 2009 | Vidya L. Drego

    Web site owners know that selecting the right Web design vendor can be a stressful and complicated endeavor. Budgets for design services are tight, but interactive design agencies are still...

  • Report The Experiences That Satisfy Consumers, 2009

    US Consumers Rate Firms' Web, Phone, And In-Person Interactions
    April 14, 2009 | Bruce D. Temkin

    How well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12...

  • Report UK Newspaper Web Site Design, 2008

    January 29, 2009 | Marta Baigorri

    As part of a larger analysis of 12 firms across four industries, Forrester applied its Web Site Review methodology to the Web sites of the UK's top three newspapers: The Times, The Guardian, and...

  • Report Match iPhone Capabilities To Customer Goals

    January 23, 2009 | Vidya L. Drego

    The growing popularity of the iPhone, G1, and similar devices has prompted companies to rethink their mobile data experiences. Instead of shrinking their desktop Web sites to make them accessible...

  • Report MP3 Player Manufacturers' Cross-Channel Experience, 2008

    An Industry Look At This Year's Best And Worst Of Cross-Channel Design
    September 9, 2008 | Adele Sage

    As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large US MP3 player manufacturers — Apple, Creative, iRiver, and Sony. As an industry, the MP3...

  • Report Best And Worst Of UK Site Design, 2008

    Forrester Applies Its Web Site Review Methodology To 12 Major Firms
    September 2, 2008 | Marta Baigorri

    Forrester applied its Web Site Review methodology to the site experiences at 12 firms — three each of the largest newspapers, TV broadcasters, retailers, and wireless providers in the UK. Of all...

  • Report What Consumers Want On Media Web Sites

    February 22, 2008 | Kerry Bodine

    Forrester asked more than 5,000 online consumers about the content and functionality they'd most like on a variety of industry Web sites. In this document, we take a closer look at what consumers...

  • Report The Gen Y Design Guide

    Crafting Experiences To Meet The Unique Needs Of Younger Consumers
    December 3, 2007 | Bruce D. Temkin

    Gen Y consumers are a unique breed. But what exactly makes them different from their elders? Our research unearthed nine attributes of Gen Yers' social, emotional, and mental makeup that shape...

  • Report Gen Y Is Truly Different; Design Accordingly

    Attitudes, Media Usage, And Digital Activities Shape Requirements
    November 6, 2007 | Bruce D. Temkin

    Forrester analyzed survey responses from nearly 50,000 consumers to understand the differences between Gen Y and older generations of consumers. The analysis showed that Gen Yers are more apt to...

  • Report What Women And Men Want — Online

    Preferences Of Female And Male Consumers Across Generations
    May 14, 2007 | Bruce D. Temkin

    Although most consumers look for ease-of-use in their favorite sites, they diverge when it comes to their preference for other elements of a site experience. To uncover these differences, we...

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