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952 results in Reports

  • Customer Experience Management
  • For eBusiness & Channel Strategy Professionals

    Report:Understanding Responsive Design

    What eBusiness Teams Need To Know About The Future Of Multitouchpoint Web Design

    The splinternet has created a headache for eBusiness leaders who must now support optimized commerce experiences across an increasingly complex landscape of web-enabled touchpoints. Maintaining...

    • Downloads: 22
  • For Customer Experience Professionals

    Report:Best And Worst Of Website Experience, 2011

    Benchmarks: The Digital Customer Experience Improvement Playbook

    This report is an update to "Best And Worst Of Website User Experience, 2011" originally published on November 18, 2011. This report outlines how customer experience professionals can benchmark...

    • Downloads: 93
    • Comments: 1
  • For eBusiness & Channel Strategy Professionals

    Report:EU Mobile Commerce Forecast, 2012 To 2017

    Mobile eCommerce revenues across Europe will rise from €1.7 billion in 2011 to €19.2 billion in 2017, reaching 6.8% of total web sales. Simple, easy to merchandise categories such as...

    • Downloads: 82
  • For Interactive Marketing Professionals

    Report:Social Media Marketing In China

    How And Where To Tap Into China's Hypersocial Online Population

    Chinese online adults are among the most socially active we survey anywhere in the world — so if you're aiming to reach Chinese audiences you'd be wise to invest in social media. But this...

    • Downloads: 73
  • For Customer Experience Professionals

    Report:Design Enjoyable Experiences Now

    Enjoyment is one of the best possible outcomes of any customer experience. But the majority of firms can barely design a useful, usable experience, much less a pleasurable one. Recent advances in the...

    • Downloads: 118
    • Rating:
  • For Customer Experience Professionals

    Report:How Companies Improved Their CXi Scores, 2012

    Best Practices: The Experience-Driven Organization Playbook

    Forrester spoke to leaders at brands whose Customer Experience Index (CXi) scores went up appreciably in 2012. Our goal was to understand what drove those customer experience improvements. The...

    • Downloads: 158
    • Rating:
  • For Interactive Marketing Professionals

    Report:Accelerate Your Social Maturity

    Assessment: The Social Marketing Playbook

    Customers and employees are becoming increasingly empowered by social technologies, dramatically changing the way they communicate and collaborate. To succeed in this new world, companies must make...

    • Downloads: 115
  • For Customer Experience Professionals

    Report:How Are Digital Customer Experience Teams Structured?

    Organization: The Digital Customer Experience Improvement Playbook

    This report is an update to "How Are Digital Customer Experience Teams Structured?" originally published on September 30, 2011. To understand how digital customer experience teams are changing to...

    • Downloads: 83
  • For Interactive Marketing Professionals

    Report:Global Social Media Adoption

    Landscape: The Social Marketing Playbook

    Social media has gone global: The large majority of online adults in North America, Europe, metro Asia, and Latin America use social media regularly. For marketers, the question is no longer whether...

    • Downloads: 195
  • For Customer Experience Professionals

    Report:Implement Your Digital Customer Experience Strategy

    Road Map: The Digital Customer Experience Improvement Playbook

    This report is an update to "How To Build An Implementation Road Map For Your Digital Customer Experience Strategy" originally published on August 11, 2011. In a world of proliferating digital...

    • Downloads: 141
  • For Interactive Marketing Professionals

    Report:It's Time To Make Facebook Marketing Work

    Best Practices: The Social Marketing Playbook

    After years of aimlessly chasing fans, it's time marketers start driving real business results from Facebook. This requires building a Facebook page that has a clear focus and offers value to...

    • Downloads: 288
  • For Customer Experience Professionals

    Report:Develop Your Digital Customer Experience Strategy

    Strategic Plan: The Digital Customer Experience Improvement Playbook

    This report is an update to "How To Develop Your Digital Customer Experience Strategy" originally published on July 13, 2011. Companies need a digital customer experience strategy to ensure that they...

    • Downloads: 179
  • 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: 173
  • 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: 195
  • For Consumer Product Strategy Professionals

    Report:Assess Your Co-Creation Readiness

    Assessment: The Open Innovation Playbook

    Product strategy professionals increasingly recognize the value of social co-creation engagements to involve the customer directly in the product development process and how this fits into the...

    • Downloads: 36
  • For Consumer Product Strategy Professionals

    Report:Navigate The Co-Creation Vendor Landscape

    Tools And Technology: The Open Innovation Playbook

    Co-creation will become a key business tool for product strategy professionals as they strive to incorporate it into their open innovation strategiesin order to develop better products, services, and...

    • Downloads: 40
    • Rating:
  • For Consumer Product Strategy Professionals

    Report:The Co-Creation Maturity Benchmark

    Benchmarks: The Open Innovation Playbook

    Co-creation is a key pillar of corporate open innovation initiatives. In Q1 2011, Forrester surveyed 212 product strategy professionals about whether and how social media assets within their...

    • Downloads: 36
  • For Application Development & Delivery Professionals

    Report:Transform The Contact Center For Customer Service Excellence

    Executive Overview: The Customer Service Playbook

    Customers increasingly demand experiences that include self-service options, real-time responses, mobile capabilities, and social interactions. But customer service executives face the constant...

    • Downloads: 159
  • For Customer Experience Professionals

    Report:Executive Q&A;: Customer Experience Design

    The right customer interactions, implemented the right way, don't just happen. Instead, they must be actively designed. This requires learning — and then sticking to — the steps in a...

    • Downloads: 167
    • Rating:
  • For Market Insights Professionals

    Report:A Month In The Life: How UK SuperConnecteds Use Their Mobile Phones

    Technographics® UK Mobile Behavioral Tracking Study, Q4 2011

    Mobile usage has exploded. To develop effective mobile strategies and succeed in this new customer-obsessed mobile world, companies must understand how consumers are using their mobile phones. While...

    • Downloads: 18
  • For Consumer Product Strategy Professionals

    Report:Align Co-Creation Participants With The Right Engagements

    Road Map: The Open Innovation Playbook

    Co-creation is a key open innovation tool because it helps product strategy professionals create products that meet customers' needs. In order to pursue co-creation, product strategists must have a...

    • Downloads: 37
  • For Consumer Product Strategy Professionals

    Report:US Consumers Are Willing Co-Creators

    Landscape: The Open Innovation Playbook

    According to our most recent survey of product strategy professionals, 62% of all companies are not using social media to interact directly with their customers in order to influence product...

    • Downloads: 64
  • For Customer Experience Professionals

    Report:The Right Website Experience Success Metrics

    Performance Management: The Digital Customer Experience Improvement Playbook

    This report is an update to "What Are The Right Web Customer Experience Success Metrics?" originally published on July 20, 2011. Good website customer experience metrics fulfill two purposes:...

    • Downloads: 105
  • For Customer Experience Professionals

    Report:Websites That Don't Support Customers Waste Millions

    Business Case: The Digital Customer Experience Improvement Playbook

    This report is an update to "Web Sites That Don't Support Customers' Goals Waste Millions" originally published on February 17, 2010. To understand the effect of poor website usability, Forrester...

    • Downloads: 163
  • For Interactive Marketing Professionals

    Report:Objectives Are The Key To Social Strategy

    Strategic Plan: The Social Marketing Playbook

    We're several years into the social marketing boom, but still many executives are going about social strategy backward: picking technologies like Facebook or Twitter first instead of focusing on what...

    • Downloads: 117


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