Forrester

For eBusiness & Channel Strategy Professionals

Report:Driving Agile Commerce Transformation

Processes: The Agile Commerce Playbook

Organizations face a number of roadblocks to executing on an agile commerce vision. Legacy technology, siloed KPIs, and a lack of understanding of how customers really use emerging touchpoints can...

• Downloads: 174

For Customer Experience Professionals

Report:Scenario Design Unifies The Splinternet Customer Experience

Vision: The Digital Customer Experience Improvement Playbook

Companies have historically failed to meet the needs of their customers in individual channels. As customers increasingly engage with multiple channels in pursuit of a single goal, companies need to...

• Downloads: 407
• Rating:

For Customer Experience Professionals

Report:Improve Your Digital Customer Experience

Executive Overview: The Digital Customer Experience Improvement Playbook

Today's multichannel customers demand better experiences than they get from firms that design underperforming one-off touchpoints. Faced with an expanding ecosystem of legacy websites, mobile sites,...

• Downloads: 445
• Comments: 2

For Customer Experience Professionals

Report:The Unified Customer Experience Imperative

Continuous Improvement: The Digital Customer Experience Improvement Playbook

Today's digital landscape is distributed across an array of touchpoints and devices. With customers able to interact through multiple channels at any given moment, firms need to ensure that they...

• Downloads: 708
• Rating:

For eBusiness & Channel Strategy Professionals

Report:2012 US Mobile Banking Functionality Rankings

Forrester Evaluates The Top Four Banking Providers' Client-Facing Mobile Offerings

Mobile banking adoption is growing at a rapid rate, and banking providers continue to invest more and more resources in their mobile services. We applied our Mobile Banking Functionality Benchmark...

• Downloads: 751
• Comments: 2
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For Application Development & Delivery Professionals

Report:Digital Experience Strategy: Follow These Three Mega Rules To Beat The Competition In 2012

Application Development Professionals Must Become Experience Creators

Ultimately, customers don't judge you based on how well you gather business requirements, choose development technologies, manage projects, or march through the development process — they judge...

• Downloads: 751

For eBusiness & Channel Strategy Professionals

Report:Agile Commerce Is Coming Of Age For European Retailers

No Matter What Their Maturity, European eBusiness Success Will Hinge On An Effective Cross-Touchpoint Strategy

The most visionary European multichannel retailers are beginning their transformation toward agile commerce and are reaching out to their customers on new touchpoints — mobile, social, etc....

• Downloads: 363

For Customer Experience Professionals

Report:Use Visual Design To Help Unify The Digital Customer Experience

Customers expect the companies they do business with to coordinate services and designs across channels. The first — and most elemental way — to demonstrate and deliver on this...

• Downloads: 478

For eBusiness & Channel Strategy Professionals

Report:Online Retailing In Australia 2011: Performance And Channels

Over the past year, Australian online retail enjoyed increased levels of investment and grew rapidly, but at the end of this period the sector otherwise looked much like it did at the start. In...

• Downloads: 268

For eBusiness & Channel Strategy Professionals

Report:How Dutch Banking Customers Use Different Channels, 2011

The Netherlands continues to be the leader in online banking adoption in Europe. With just 9% of Dutch consumers using branches and 85% using online banking each month, the Web has become the heart...

• Downloads: 401

For Customer Experience Professionals

Report:Health Insurers Still Struggle To Deliver Positive Multichannel Customer Experiences

Why Insurers Need To Raise Their Customer Experience Game

In a world of proliferating communication and service channels, health insurers are increasingly adding new touchpoints in efforts to satisfy customers and complement existing channels. But consumers...

• Downloads: 487

For eBusiness & Channel Strategy Professionals

Report:The Multi-Touchpoint, Agile Commerce Consumer

How Consumers Research, Buy, And Get Service, 2011

In their transition to agile commerce, companies must understand how consumers are interacting and using multiple touchpoints to research, transact, and get service. Customers no longer stick to...

• Downloads: 886

For Customer Experience Professionals

Report:How Consumers Research, Buy, And Get Service, 2011

Forrester asked consumers about the channels they use when researching, buying, and getting customer service. In-store experiences were the most popular and the most satisfying across activities,...

• Downloads: 838

For Customer Experience Professionals

Report:Mastering Emotional Experience Design: Develop A Coherent Personality

Today's cookie-cutter digital experiences fail to leave lasting impressions on customers, in part because they lack a coherent personality. Companies hoping to engage their customers in digital...

• Downloads: 654

For eBusiness & Channel Strategy Professionals

Report:Mobile Is Not Just Another Channel

How eBusiness Executives Can Create Unique Offerings For Portable Devices

eBusiness professionals often start mobile initiatives by thinking, "How do I scale down my PC-based web experience and leverage my existing infrastructure?" This approach is pragmatic in that it is...

• Downloads: 1765

For Customer Experience Professionals

Report:Reviewer's Guide: Cross-Channel User Experience Review 8.0

This is the reviewer's guide for Forrester's Cross-Channel User Experience 8.0 scorecard.

• Downloads: 19

For eBusiness & Channel Strategy Professionals

Report:The State Of Retailing Online 2010: Marketing, Social Commerce, And Mobile

The annual fielding of "The State of Retailing Online," a Shop.org study conducted by Forrester Research, asked Web retailers to share levels of interactive marketing spend, effectiveness of social...

• Downloads: 2581

For Customer Experience Professionals

Report:How Companies Improve Their Customer Experience Index Scores

Decision-makers at firms with low Customer Experience Index (CxPi) scores are more likely to say that they have insufficient budgets and lack executive support as well as less likely to say that they...

• Downloads: 921

For Customer Experience Professionals

Report:Attention Health Plans: Consumers Want Control Over Their Communications Preferences

Health plans want to engage consumers, but are their communications getting through? Consumers want control over their communications preferences, and only a third say that health plans do a good job...

• Downloads: 457

For Customer Experience Professionals

Report:Scorecard: Web-Mobile User Experience Review 8.0

This is the working scorecard for Forrester's Web-Mobile User Experience Review, version 8.0. It evaluates single-channel experiences on the Web site and the mobile site, and then looks at the...

• Downloads: 23

For Customer Experience Professionals

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

Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms

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...

• Downloads: 244

For Customer Experience Professionals

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

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...

• Downloads: 641

For Customer Experience Professionals

Report:Web-Phone User Experience 2010: Discount Retailers

Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms

Forrester applied its Web-Phone User Experience Review methodology to the experiences at the four largest discount retailers in the US: Costco, Kmart, Target, and Wal-Mart. The results: Target led...

• Downloads: 288
• Rating:

For Customer Experience Professionals

Report:Scorecard: Web-Email User Experience Review 8.0

This is the working scorecard for Forrester's Web-Email User Experience Review methodology, version 8.0.

• Downloads: 6

For Customer Experience Professionals

Report:Scorecard: Web-Phone User Experience Review 8.0

This is the working scorecard for Forrester's Web-Phone User Experience Review, version 8.0. It evaluates single-channel experiences on the Web site, in the IVR system, and with a phone agent, and...

• Downloads: 7