Forrester

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
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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
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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
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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