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: 28

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: 83

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: 176

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: 199

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 Application Development & Delivery Professionals

Report:Transform Customer Processes And Systems To Improve Experiences

Executive Overview: The CRM Playbook

This report is the executive overview of Forrester's solution for application development and delivery (AD&D;) professionals looking to implement customer relationship management (CRM) strategies and...

• Downloads: 115

For eBusiness & Channel Strategy Professionals

Report:Market Overview: Mobile Banking Solutions 2012

As mobile banking adoption has moved from downstream to mainstream, banks that are late bloomers are rushing to reach competitive parity, while trailblazers focus on exploiting the channel to deliver...

• Downloads: 254
• Comments: 2
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For Interactive Marketing Professionals

Report:Drive Better B2B Content Distribution

Use Mobile, Social, Media, And Sales Channels To Deliver Reach And Engagement

B2B marketers are putting thought-leadership and content at the core of their marketing strategies, but even the best content marketing will falter without the right distribution strategy. While...

• Downloads: 95

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: 36
• Comments: 3
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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: 57
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For eBusiness & Channel Strategy Professionals

Report:Mobile Technologies That Drive Sales

Tools And Technology: The Mobile eBusiness Playbook

New phone features and capabilities are cropping up seemingly by the day. At the same time, this fast-paced change is dramatically affecting how eBusiness professionals interact with their teams and...

• Downloads: 182
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For eBusiness & Channel Strategy Professionals

Report:Mobile Measurement Is An eBusiness Imperative

Performance Management: The Mobile eBusiness Playbook

Mobile has reached critical mass due to improved infrastructure, advances in device utility, and overall market penetration. Engaging with customers via mobile is unavoidable: Whether or not...

• Downloads: 43
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For eBusiness & Channel Strategy Professionals

Report:A Systematic Approach To Mobile Strategy

Strategic Plan: The Mobile eBusiness Playbook

Mobile is hot, but too many executives take a backward approach to developing a mobile initiative and begin with technology decisions such as "We need an iPhone application" or "Let's do something...

• Downloads: 175

For eBusiness & Channel Strategy Professionals

Report:Executing End-To-End Mobile Services

Best Practices: The Mobile eBusiness Playbook

Mobile technologies are tactics — not strategies in themselves. Too often mobile services conversations start with "let's build an app." Instead, decisions like these should only be undertaken...

• Downloads: 113
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For eBusiness & Channel Strategy Professionals

Report:Strategic Staffing For Mobile eBusiness

Organization: The Mobile eBusiness Playbook

As mobile adoption increases, eBusiness and channel strategy professionals are challenged to determine how these devices integrate with their existing sales and service channels. It is imperative...

• Downloads: 30
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For eBusiness & Channel Strategy Professionals

Report:Mobile Mandate For eBusiness Professionals

Business Case: The Mobile eBusiness Playbook

Mobile offers eBusiness professionals the opportunity to engage with consumers at every step of their purchasing journeys, from upper-funnel demand generation through replenishment or repeat...

• Downloads: 30
• Comments: 1
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For Customer Experience Professionals

Report:The Unified Customer Experience Imperative

Delivering Experience Excellence Across A Fractured Network Of Digital Touchpoints

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: 117

For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2012: How Customers Rate US Banks, Investment Firms, And Insurers

Our research shows that a key driver of deeper customer relationships among financial services consumers is a trait we call "customer advocacy" — the perception on the part of customers that a...

• Downloads: 62

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: 137
• Comments: 2
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For eBusiness & Channel Strategy Professionals

Report:Trends 2012: European Retail Banking eBusiness And Channel Strategy

Put Digital Touchpoints At The Heart Of Your Multichannel Strategy

In this research, we explore what the state of the economy, new regulations, competition, and changing customer behavior mean for the priorities of eBusiness and channel strategy executives at...

• Downloads: 100
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For eBusiness & Channel Strategy Professionals

Report:Evaluating The Potential For Mobile Chat To Drive eBusiness Goals

In the early years of the Internet, online customer service involved the marketing departments writing content for a handful of online FAQs and including a telephone number in the "contact us"...

• Downloads: 39
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For Customer Experience Professionals

Report:Customer Journey Mapping: What Is It For?

Five Firms Describe How Customer Journey Mapping Helps Them

Forrester clients tell us that they're eager to use customer journey maps because they see the documents as ideal tools to analyze and communicate their customers' perspectives on the interactions...

• Downloads: 108
• Comments: 1
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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: 72

For Application Development & Delivery Professionals

Report:Define The Right CRM Metrics

Reporting And Metrics: The CRM Playbook

This report outlines the method for defining metrics as part Forrester's solution for application development and delivery (AD&D;) executives looking to implement customer relationship management...

• Downloads: 44
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For Consumer Product Strategy Professionals

Report:Drive Product Innovation To Mature Your Mobile Strategy

Mobility is at the core of global digital disruption trends, and product strategists are best positioned to anticipate how smartphones open up new opportunities for product and service innovation. To...

• Downloads: 51
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