Reineke Reitsma

VP, Research Director

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Leave No One Behind This Holiday Season: Use Inclusive Language

Gina Bhawalkar November 11, 2021
Is your site ready to welcome all customers this holiday season? Follow these best practices to apply inclusive language in your customer experience.
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Zendesk’s Momentive Acquisition Paves The Road For A Customer Service-CX Data Highway

Colleen Fazio November 3, 2021
Customer service is a key driver of customer experience (CX), but technology silos often stand in the way of effective collaboration across CX and customer-facing teams. The recent announcement by Zendesk that it intends to acquire Momentive, parent of the well-known SurveyMonkey brand, has the potential to help users of both platforms break through this […]
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Words Matter: Inclusive Experiences Start With Inclusive Language

Gina Bhawalkar September 13, 2021
Are you creating inclusive experiences for your customers? Many companies aren’t. For example, here’s a sampling of what we heard when we evaluated typical approaches to collecting personal information from consumers: “There is no open box to identify yourself. Ticking ‘other’ is alienating; therefore, if I didn’t identify as male or female, I wouldn’t feel […]
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The Total Economic Impact™ Of DEI: Why Diversity, Equity, And Inclusion Matter

Stephanie Slate August 25, 2021
Essentially, as CX improves, more customers will comply with a department’s directives, engage with it proactively, speak well of it, trust it, and forgive its mistakes. And if the data is holistic and allows for true representation, it will allow government operations to cost less and run more smoothly.
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Introducing The Consumer Tech Stack For Europe

Reineke Reitsma August 23, 2018
In the past few months, my colleague James McQuivey has written several blogs about the exciting times we live in. In these posts, he focuses on how technology is fundamentally changing the way we interact with the world around us and how that change is grounded in evolution. His research shows that our uniquely evolved […]
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The Data Digest: Youth’s Scattered Social Mobile Behaviors

Reineke Reitsma May 4, 2017
Recently, I was on a road trip in Morocco with my family, including three teenagers. While my interest in their phone usage at home mostly concentrates on the amount of time they spend on their devices, during the trip I got firsthand insight into how they use their phones. All three of them used it […]
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The Data Digest: Are Australian Companies Living Up To Their Clients’ Online Expectations?

Reineke Reitsma April 6, 2017
Australians are often seen as laid-back, taking things as they come. However, this doesn’t translate to their need for great customer experience. When we analyzed the Australian results of Forrester’s Customer Experience Index (CX Index™), we found that the vast majority of companies in Australia are still providing only mediocre CX. In his report “The […]
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The Data Digest: A Year Of Goodbyes (And Hellos)

Reineke Reitsma December 29, 2016
As a music lover, this has been a year of goodbyes for me, with many of my teenage heroes like David Bowie, Prince, and earlier this week, George Michael, passing away. It makes you realize how fast time moves on, and nothing lasts forever. As I’ve shared before, I love this time of year: Thinking […]
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The Data Digest: May The Force Be With You

Reineke Reitsma December 18, 2015
Unless you’ve been hiding under a rock, you’re probably aware that there was a new release in the Star Wars saga this week. I’m not a fan of science fiction and have somehow managed never to have seen a Star Wars movie in my life — so all of the discussion about what will happen […]
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The Data Digest: WhatsApp And Facebook Messenger Wish Us A Happy New Year

Reineke Reitsma January 5, 2015
As I’m writing this blog post on December 30, I don’t yet know how many messages will be sent on New Year’s Eve this year. But looking at the data from recent years, we can expect a huge number of good wishes to be shared digitally during the final minutes of 2014 and the early […]
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The Data Digest: Online Video Advertising

Reineke Reitsma December 20, 2013
This week, Facebook announced its rollout of auto-play advertising videos – starting with a teaser for the upcoming movie Divergent. The video ads automatically start playing, without sound, when they appear. Users can click on the video to view it with sound or scroll past it if they aren't interested. Video definitely has the future. […]
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The Data Digest: Consumers’ Holiday Shopping Journey

Reineke Reitsma December 6, 2013
Last week, my colleague Sucharita Mulpuru published Forrester’s annual US online holiday retail forecast. In her blog, she shared that Forrester expects this year’s holiday season to generate $78.7 billion in US online sales, a 15% increase on 2012's total. This optimism is largely due to ever-increasing numbers of consumers choosing the Web over physical […]
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The Data Digest: Black Friday – Old Traditions; New Routines

Reineke Reitsma November 22, 2013
by Anjali Lai On Tuesday at 8 a.m., I received a call from my mother. Instead of driving to her office, as she’s faithfully done at that time for more than a decade, my mother was caught between shelves of cashmere. Macy’s was having a pre-holiday one-day sale, and my mother was thrilled to be […]
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The Data Digest: Happy Birthday, Groupon

Reineke Reitsma November 8, 2013
by Anjali Lai Earlier this week, Groupon celebrated its fifth birthday — and its party was certainly hard to miss. The countdown to the big day began last week, when my daily deal emails arrived with pomp and circumstance — images of crowns in the subject lines, extra exclamation points in the text, and heavy […]
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The Data Digest: Mobile Travel Bookers

Reineke Reitsma October 25, 2013
This week, I’m on holiday. As a follower of my blog, you know that I quite regularly take a couple of days off. I live in Europe, where we have more holidays (on average) than some other regions. So with my head already "on" my next trip, I was intrigued by the results of the […]
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The Data Digest: Listening Data Reveals Fluctuating Consumer Sentiment Around Apple’s 5S and 5C iPhone Launch

Reineke Reitsma October 11, 2013
by Anjali Lai Although an event that takes place in the offline world may be finite, it lives on in the online world. When a single incident becomes part of the Web, which is buzzing with real-time updates, critiques, and responses, the event takes shape, is assigned value, and is made into something significant. As […]
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The Data Digest: The Rising mCommerce Potential of Digital Natives

Reineke Reitsma September 27, 2013
by Anjali Lai Early last year, Forrester published a report profiling digital natives — youth ages 12 to 17. They've grown up in a world of rapidly evolving technology, to the extent that they can’t imagine life away from their devices. While digital natives weren’t yet heavy online buyers in early 2012, they often engaged […]
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The Data Digest: Trust Is The Digital Wallet’s Most Valuable Asset

Reineke Reitsma September 13, 2013
By Anjali Lai As the sun sets on the summer season, I made one last getaway to a local island to enjoy the final moments of warm weather. While this small, remote island offers a chance to disconnect, it doesn't forsake the conveniences we are accustomed to in the process. Despite my lack of cash […]
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The Data Digest: Mobile Phone Usage In Public

Reineke Reitsma August 30, 2013
For the past two weeks, I was on holiday with little access to the Internet. It wasn’t that I'd gone to the ends of the earth; I was, in fact, traveling through the South of England, but we just didn’t come across many places that had Wi-Fi access. During our holiday, I also started to […]
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The Data Digest: What Do US Consumers Expect From Their Healthcare Provider?

Reineke Reitsma August 16, 2013
At the beginning of 2013, approximately 153 million US online adults had health insurance coverage. While it serves the majority of US adults, the health insurance industry is unique in that only a minority of health insurance customers choose their health insurance provider directly. Forrester estimates that just 14% of US online adults — 25 […]
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