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  • Report The Retrofit Future Of The Connected Car

    Why Internet-Of-Things Devices That Retrofit "Dumb" Cars Will Remake Personal Transportation Experiences
    June 6, 2016 | Frank Gillett

    Smartphones, connected cars, and car accessories enabled by the internet of things (IoT) are remaking the personal transportation experience. In this report, we analyze how smartphones are changing...

  • Report Contact Centers Must Go Digital Or Die

    Rework Your Contact Center Technology And Staffing Models To Align With Customer Channel Preferences
    April 3, 2015 | Kate Leggett, Art Schoeller

    Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web...

  • Report Brief: Retool For A New Workforce Reality — New Technology For A New Breed Of Agent

    Agent Tools Must Provide Process Guidance And Predictive Data
    December 23, 2014 | Ian Jacobs

    A new generation of contact center agents has begun to vex application development and delivery (AD&D) professionals. The new agents seem reluctant to learn detailed product and service information...

  • Report The Internet Of Things Comes Home, Bit By Bit

    Digital Homes Will Get Smart In Small Steps
    December 23, 2013 | Frank Gillett

    The connected world's tendrils are expanding far and wide to gear like farm equipment and parking meters, yet most consumers' homes remain a simple endpoint of connectivity whose intelligence is...

  • Report Rich Communication Services Can Unlock The Value Of Systems Of Engagement

    The Joyn Initiative Will Help Evolve Engagement Strategies
    April 9, 2013 | Dan Bieler

    As companies evolve their strategies to embrace systems of engagement, CIOs are likely to benefit from the emergence of a new major social media communications platform, rich communication services...

  • Report How eBusiness Can Help In-Flight Wi-Fi Adoption Take Off

    October 12, 2010 | Henry H. Harteveldt, Elizabeth Stark

    In-flight Wi-Fi has officially arrived, with more than 1,000 jets now equipped with wireless Internet technology. Forrester data reveals that 20% of US online business passengers have used...

  • 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 Technographics® Survey Highlights: North American Technographics Emerging Uses Of Technology Online Survey, Q1 2009 (US)

    June 23, 2009 | Joost van Kruijsdijk

    This highlight deck summarizes the key findings from Forrester’s North American Technographics Emerging Uses of Technology Online Survey, Q1 2009 (US).

  • Report Enhance Your Product Strategy With Convenient Customer Service

    June 22, 2009 | Doug Williams

    Customer service has become an integral part of product strategy, and, as such, it should now be a primary concern of consumer product strategy professionals. Customer service has also grown more...

  • Report Technographics® Survey Highlights: European Technographics Online Consumer Technology Survey, Q4 2007

    April 15, 2008 | Joost van Kruijsdijk

    This highlight deck summarizes the key findings from Forrester's European Technographics Online Consumer Technology Survey, Q4 2007

  • Report Who Forms The Next Wave Of VoIP Consumers?

    They're Still Early Tech Adopters, So Sell VoIP As Plain Old "Voice" To Win
    December 21, 2007 | Sally M. Cohen

    VoIP providers should be happy to know that awareness of their service is growing — 62% of online consumers have heard of VoIP, compared with only 43% in 2005 — but this isn't translating as...

  • Report Is It Game Over For VoIP In Europe?

    No, But Three Years In, Providers Need To Change Tactics To Start Winning Over Customers
    October 11, 2007 | Paul Jackson

    There has not been as much growth in the voice over Internet protocol (VoIP) market in Western Europe as providers had hoped for. The growth in the number of adults who use VoIP is disappointingly...

  • Report Wireless Teens: Untethered, Super-Connected

    August 2, 2007 | Sally M. Cohen

    One-quarter of online teens use wireless Internet access, most at home. These wireless teens have a propensity to use the Internet for media consumption, social networking, and communication.

  • Report VoIM Helps Online Teens Stay Connected

    July 6, 2007 | Sally M. Cohen

    Teens have added Voice over IM (VoIM) to their arsenal of tools that help them stay connected to their social networks. Many teens who use VoIM today are at the center of large and active networks.

  • Report Muni Wi-Fi Networks' Uncertain Consumer ROI

    Most Consumers Haven't Tried Public Wireless Internet Access Yet
    July 6, 2007 | Sally M. Cohen

    With the proliferation of municipal wireless projects — including city- or county-wide networks, hotspots in downtown areas, and connected mass transit vehicles — public Wi-Fi access is making a...

  • Report Survey Highlights: North American Technographics Consumer Technology Online Survey, Q1 2007

    July 5, 2007 | Ted Schadler

    This survey highlight data charts slide deck presents the key data points contained in our latest survey on consumers and technology: North American Technographics Consumer Technology Online...

  • Report The VoIP Customer Experience: Work In Progress

    VoIP Customer Experience Is Not Ready For Mainstream Users
    April 3, 2007 | Zayera Khan

    Consumers choose voice over IP (VoIP) because it offers select zero or low-cost alternatives to expensive phone calls that telcos cannot beat. Current Web-based VoIP offers have attracted...

  • Report Telcos Must Turn Consumer VoIP From A Problem Into An Opportunity

    Telco Marketers Will Drive Value By Expanding Channels And Marketing Apps
    March 30, 2007 | Maribel D. Lopez

    Voice over IP (VoIP), long thought of as the death knell for traditional telcos, is gaining traction but is not overtaking the traditional voice market. Today, as cable continues to drive the...

  • Report European Telcos Must Look Beyond Simple One-Phone Solutions

    March 12, 2007 | Lars Godell

    As many as 50% of European online consumers claim to know what integrated fixed and mobile phones are, reflecting a combination of consumer confusion and technology and market realities. The...

  • Report VoIP Marketers: Price And Features Slowly Win Over Consumers

    To Win Users, Marketers Must Bring Pure-Play VoIP Closer To The Phone
    March 9, 2007 | Sally M. Cohen

    Despite an increasingly competitive provider landscape, only 5% of online households say that they use voice over IP (VoIP) — or its close derivative, voice over instant messaging (VoIM) — at home,...

  • Report Despite Low Uptake, VoIM Matters

    VoIM Strengthens Communities And Weakens The Phone-Voice Connection
    February 6, 2007 | Sally M. Cohen, Maribel D. Lopez

    With US high-speed penetration reaching more than 40% of households and IM adoption surpassing one-third of online households, consumers are getting ready for voice over IM (VoIM). Despite desire...