Jennifer Wise

Senior Analyst

Forrester Bio

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Can Emerging Technologies Turn The "Seamless Experience" Unicorn Into A Reality?

Jennifer Wise August 30, 2018

A few weeks ago, I opened my inbox to find an email from The New York Times telling me it had updated its homepage, saying it wanted to give its subscribers a “seamless experience: Whether you visit on your phone, tablet or computer, you’ll now see the same groups of stories across all of your […]

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The 19 Essential Technologies Of Experience Design Are Ready For Prime Time

Jennifer Wise August 29, 2018

Companies are recognizing the difference that good experience design (XD) makes to winning and retaining customers. And experience design pros — the makers of these experiences, defining and refining them based on customer understanding — know that having the right technology in place can multiply their impact. We know this because my Forrester colleagues and I field […]

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How Can CX Tools Elevate Your Brand? Find Out At Forrester’s Consumer Marking Forum

Jennifer Wise March 27, 2018

Marketers work hard to define their brand promise and build their customer engagement strategy to showcase it. But we know that, in the end, all the hard work only pays off if the customer receives, and remembers, the brand as intended across all touch points. If your ad campaigns promises care-free travel, but the customer’s […]

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Drive Creativity And CX Innovation With Employee Empathy

Jennifer Wise September 29, 2017

The Case For Customer Empathy… Hubspot’s INBOUND 2017 slogan emphasized “Empathy.” My expectation: it would make the case to the 21,000 people in attendance that customer empathy is critical to their engagement efforts. I was for it — it’s something my research focuses on, and is something we in the CX and UX field try […]

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Alexa, What Should My Intelligent Agents Strategy Look Like?

Jennifer Wise December 9, 2016

As packages continue to arrive from this year’s record-breaking Black Friday weekend, it’s no doubt you’re seeing Amazon packages complete with front-and-center ads for Amazon’s Echo and Dot devices. You may even be one of the reported millions that ordered one that weekend. These are more than just devices — they are Alexa-enabled and are […]

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Mobile Search: It's Different

Jennifer Wise July 26, 2016

This post is co-authored by Julie A. Ask, VP and principal analyst at Forrester Mobile search is essential. In fact, according to Forrester’s Mobile Audience Data, Q4 2015, 87% of US smartphone owners rely on browser-based search on mobile devices. And the data reveals that Google’s search engine is the most common path to a […]

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Hot Off The Press: Mobile Marketing TechRadar -- Master Your Mobile Technology Decisions

Jennifer Wise March 16, 2016

I’m not going to bore you by reiterating how “mobile” everyone is these days, how the vast majority of online adults in markets like the US, UK, South Korea, and more own mobile phones, or how mobile is so pervasive with 30 billion mobile moments happening every day in the US alone. But I will […]

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Uncover Your Customers' Mobile Pathways To Win In Mobile Moments

Jennifer Wise November 4, 2015

We all know it: Consumers are glued to thier mobile devices, glancing at them hundreds of times in a day, and spending almost 67 hours on apps and sites in a month. These glances — anytime you pull out your phone to do something —  are what we call "mobile moments." What could this moment be? […]

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How To Navigate The Chaotic Mobile Ad Tech Landscape

Jennifer Wise December 22, 2014

Smartphone adoption is surging. Your customers’ eyes are glued to their mobile screens. You want to get your brand in front of them. It’s time for mobile advertising. Sadly, executing on a mobile ad campaign isn’t as easy as deciding you need one. Not only do you have to fight for budget and craft a […]

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Facebook's Audience Network: What It Means For Mobile Ads

Jennifer Wise April 30, 2014

Facebook, the social media giant that has already made a large dent in the mobile ad ecosystem, today showed it has no plans to stop the momentum: Welcome, Audience Network. Before today, there were already several factors working in Facebook’s favor: its reach among avid social users, its engaged and captive audience, and its trove […]

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It’s Time To Make Your Mobile Advertising Work

Jennifer Wise April 16, 2014

It’s true; the mobile advertising opportunity is huge. With nearly a third of the world’s population toting smartphones, today’s mobile audience is sizable, always addressable, and can be reached with hyper-targeted messages based on mobile data. So it makes perfect sense that marketers, agencies, and ad tech vendors are turning their attention to mobile ads. […]

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Three Steps To Combat Elusive Mobile KPIs And Demonstrate Performance

Jennifer Wise February 14, 2014

First, the good news: Mobile marketing is maturing within organizations. More marketers than ever have mobile programs in place, and they are shifting from testing to “see what happens” to the more strategic, and Tim Gunn-recommended, “make it work.” Now for the bad news: Marketers have to demonstrate whether their mobile programs are, in fact, […]

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IBM's Acquisition Of Xtify Continues The Mobile Marketing Consolidation Streak

Jennifer Wise October 4, 2013

IBM is diving head first into mobile — yesterday it announced the acquisition of a leading mobile messaging vendor Xtifiy, and it even released its IBM Institute for Business Value study showcasing the value of mobile the same day. This acquisition adds to IBM’s Smarter Commerce offering and makes its MobileFirst portfolio more robust through […]

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Take On Mobile Marketing Tactics With Support

Jennifer Wise March 18, 2013

Think about the past 24 hours: What have you done with your mobile phone? Did you send a text message? Check your email? Read any articles? Challenge someone in Words With Friends? If you said ‘yes’ to any of these, chances are that you may be one of the rapidly growing segment of perpetually connected […]

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