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: 138

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: 120

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: 162
• Rating:

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: 185

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: 183

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: 206

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: 181
• Rating:

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: 108

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: 166

For Customer Experience Professionals

Report:Customer Experience Maturity Assessment

Assessment: The Experience-Driven Organization Playbook

Forrester's customer experience maturity framework outlines the 40 essential practices companies must perform in order to design, implement, and manage customer experience in a disciplined way....

• Downloads: 285

For Customer Experience Professionals

Report:What To Look For When Hiring Consultants To Help With Customer Journey Maps

Companies tell us that they're interested in using customer journey maps as tools to analyze and communicate their customers' perspectives on the interactions they deliver. Creating and using...

• Downloads: 37
• Comments: 3
• Rating:

For eBusiness & Channel Strategy Professionals

Report:2012 Canadian Credit Card Secure Website Rankings

RBC And CIBC Lead With Critical Functionality

Despite the rapid rise of mobile and tablet banking, secure websites remain the No. 1 digital touchpoint for credit cardholders interacting with their providers. Before eBusiness professionals at...

• Downloads: 22

For Customer Experience Professionals

Report:Digital Design Projects And Spending, 2012

Landscape: The Digital Customer Experience Improvement Playbook

During the past few years, Forrester has seen tremendous momentum for digital design projects as digital touchpoints proliferate. And the trend held true this year, too: A recent survey of...

• Downloads: 60
• Rating:

For eBusiness & Channel Strategy Professionals

Report:Starting Your eCommerce Business In China

Identifying The Right Option For Your B2C eCommerce Business

China has become the leading emerging market for many Western brands and retailers. Attractive due to the scale and growth of the retail market, many companies view China as both a near-term...

• Downloads: 64
• Rating:

For eBusiness & Channel Strategy Professionals

Report:Selling Luxury Goods To Online Shoppers In China

Understanding The Needs Of Today's Luxury Buyers

China is an enticing market for luxury brands looking to sell online, yet brands must recognize the opportunity is not without multiple challenges. In China, the online channel is widely considered...

• Downloads: 39
• Rating:

For eBusiness & Channel Strategy Professionals

Report:2012 US Credit Card Secure Website Rankings

Discover Financial Services Takes The Top Spot With Robust Functionality And Strong User Experience

Despite the rapid rise of mobile and tablet banking, secure websites remain the No. 1 digital touchpoint for credit cardholders interacting with their providers. Before eBusiness professionals at...

• Downloads: 19
• Rating:

For eBusiness & Channel Strategy Professionals

Report:Staffing For The Art And Science Of eBusiness

A Further Look At Key eBusiness Skills And Functions

What is the goal of eBusiness teams? To sell goods and services. As a result, eBusiness teams have become masters in the art of sales. As teams pivot efforts to optimize interactions across digital...

• Downloads: 24

For Interactive Marketing Professionals

Report:The Forrester Wave™: Interactive Attribution Vendors, Q2 2012

Visual IQ, Adometry, And ClearSaleing Lead The Category

In Forrester's 45-criteria evaluation of interactive attribution vendors, we identified and analyzed the eight significant providers in this category — Adobe, Adometry, C3 Metrics,...

• Downloads: 104
• Rating:

For Customer Intelligence Professionals

Report:The Road To Digital Intelligence

Gaming Analytics Illustrates The Path To Digital Intelligence Maturity

As consumers effortlessly move across digital touchpoints and as marketing campaigns span channels, the need for comprehensive analytics has never been greater. But practitioners struggle to break...

• Downloads: 94
• Comments: 1
• Rating:

For eBusiness & Channel Strategy Professionals

Report:2012 North American Credit Card Online Sales Rankings

Royal Bank Of Canada Takes The Top Spot For 2012

Credit cards are the top selling financial product in both the US and Canada. In the US, the majority of credit card applicants apply online, and in Canada, the percentage is second only to the...

• Downloads: 26
• Rating:

For Interactive Marketing Professionals

Report:Case Study: Oreck Improves Media Spend ROI By Taking A Unified View Of The Customer

Oreck decided it was time to get smart about impression delivery across multiple channels. Working with partner Knotice, Oreck created a unified view of the customer to effectively target and deliver...

• Downloads: 25
• Rating:

For eBusiness & Channel Strategy Professionals

Report:Trends 2012: European Insurance eBusiness And Channel Strategy

Start Working On Your Digital Agenda Now!

Despite the fact that we are in the midst of a European crisis that could influence the insurance business dramatically, eBusiness and channel strategy executives in this region should be sensitive...

• Downloads: 75

For Customer Experience Professionals

Report:How To Craft User Goals For Expert Evaluations

Expert evaluations test user scenarios and then evaluate the experience based on a set of heuristics. To get the best results from these evaluations, customer experience professionals need to craft...

• Downloads: 13

For Customer Experience Professionals

Report:Case Study: Regence Cracks The Transparency Code

How A Focus On User Goals Breaks Down Silos Between Online Tools

In a market where well-established standards define digital capabilities, it's tempting to stay with the status quo and build tools that meet industry norms. But what if industry norms are badly out...

• Downloads: 20
• Rating:

For eBusiness & Channel Strategy Professionals

Report:More Australian Online Retailers Should Export

A Guide To Growing Worldwide Sales From An Australian Base

International online sales represent a massive opportunity for Australian brands, as the Australian online retail market remains small in comparison to its global counterparts. This report shows...

• Downloads: 8