Customer Insights
Customer insights allow businesses to serve customers better, build loyalty, and drive revenue. But digging customer insights out of mountains of data is complicated. Read the latest on this critical competency.
Discover how Forrester supports customer experience leaders.
Insights
Blog
Understand Today’s Investors In Metro China, Hong Kong, And Singapore
Why You Need A New Segmentation Approach To Understand Today’s Investors Wealth management firms commonly segment their clients by investable assets. But this is not enough to help firms decide on new products and services or optimize customer engagement models. Self-directedness is a crucial dimension that reliably predicts many investor attitudes and behaviors (see Figure […]
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Podcast
The State Of Consumer Trust
Is consumer trust disappearing? Join Senior Analyst Anjali Lai to explore why trust isn’t going away. Instead, it’s being earned in new ways and directed toward new entities.
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Enhance Your Customer Experience Strategy
Join us for two complimentary webinars on how European CX leaders can establish and grow their CX function, and measure CX within privacy regulations.
Blog
A Consumer “Tech-celeration” Is Advancing Behaviors But Straining Emotions
The crises of 2020 turbocharged consumers’ technology adoption and usage. Yet in 2021, consumers are struggling to make sense of their need for technology and their hesitation to rely on it.
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Blog
解密中国当代投资者画像
去年年末,我们根据Forrester 2020年亚太金融行业的消费者调研(Forrester Analytics Consumer Technographics® Asia Pacific Financial Services Survey 2, 2020)对中国的投资者画像进行了描绘。我们希望通过量化数据呈现出中国投资者在2020年,尤其是疫情前后的一些变化,及中国投资者这个群体中细分类型的特点。点击“阅读更多”了解具体细节。
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Blog
Empowered Consumers Call For Sustainability Transformation
While consumer conversations about the climate have ebbed and flowed for decades, 2020 marked a turning point that sparked unprecedented urgency around the climate crisis. Learn how this will impact consumer trends in 2021.
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Blog
Consumers Ride A Rising Tide Of Consumer Energy Into 2021
Consumer energy is rising again. The latest pulse reveals that, over the course of the past three months, overall consumer energy has moved from 39 up to 43, and consumer energy has grown along every key emotional dimension.
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Predictions 2021: CX Leader Webinar
CX will be at the forefront of 2021's greatest challenges. Discover the keys to success.
Blog
Retailers: Here’s How Consumers Are Shopping This Holiday Season
The retail holiday season is in the home stretch. We expect US online holiday sales this year will top $173 billion — or fully 24% more than last year.
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Blog
Five Ways To Ensure Deep Collaboration Between Marketing And CX
CX and marketing can master the new normal by reinventing their relationship with each other. Learn five proven strategies for creating deep and sustained collaboration between CX and marketing.
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Blog
Trust In The Age Of The Customer
We all know that consumer trust is important, but it’s extremely challenging for companies to know when they have it, when they violate it, and how to cultivate it. Discover the components needed to grow consumer trust.
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Blog
You Can Quantify The ROI Of SEO
SEO Has Been Misunderstood For A Long Time I had a computer class in high school, and every day that we walked into the classroom, our teacher expected us to take part in a daily routine: Sit down at our computer and open Google. Search for “Notre Dame” (my high school’s name … the same […]
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Blog
Social Listening Platforms Aim To Serve All User Types
Throwback to the mid-2000s: Facebook was founded, and Hannah Montana premiered. Miley Stewart was an average American kid with an alter ego pop star named Hannah Montana. Miley/Hannah’s dual identity allowed her to escape the public eye while still reaping fame and fortune — ultimately, living “the best of both worlds.” Cut to 2020: Social […]
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Predictions 2021 Hub
Explore our blog posts, videos, guides, and other resources to understand the dynamics that will shape 2021.
Blog
Predictions 2021: It’s All About Empathy, Digital, And Virtualizing Customer Care
The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic. Learn how customer service will evolve in 2021.
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Blog
Predictions 2021: Customer Insights Practices Continue To Evolve
Firms have gotten better at acting on customer insights. So, what will customer insights leaders do in 2021 to ensure that this improved understanding moves the needle on CX? Something new and different. Learn why in our customer insights predictions for 2021.
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Blog
Predictions 2021: Divided Consumers Will Wrestle With Escalating Individual, Community, And Global Tensions
Escalating tensions will influence consumer behavior in 2021 as we move beyond crisis mode and see the new patterns forged from the current crisis. Read our consumer predictions for 2021.
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Blog
Real-Time, Contactless Feedback During The Pandemic
FeedbackNow by Forrester has launched new contactless feedback solutions so companies can measure and adjust their customer experiences in real-time throughout the pandemic.
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Blog
Consumer Energy Fizzles To A New Low As Consumers Approach Q4
If you’ve been following my blog, you’ll know that we’ve been measuring precisely how the emotional toll of the COVID-19 pandemic is influencing consumer appetite for commercial exchange. We do this by applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands. After a […]
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Build Your Customer Obsession Strategy
Download a step-by-step guide to defining and building a customer obsession strategy that fuels business growth.
Blog
BI Is Dead; Long Live BI
Enterprise BI is not dead, It's alive and thriving. But there are changes ahead. Learn about five of them here.
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Blog
The Future Of Consumer Buying Will Drive The Reinvention Of Your Business
The relationship between consumers and businesses is undergoing a multifaceted transformation based on four factors: the economic impact of marketplaces, next generation product experiences, consumers’ perception of brand values, and brands’ adoptions of business models. Any firm that sells to consumers must understand how these factors will influence their customers as well as their own business, and they need to start planning now to harness these trends to maximize the value of customer relationships.
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Blog
Three Consumer Changes Will Define The Future Of How We Buy
The pace of consumer behavior change has clicked into another gear this year as a result of the COVID-19 pandemic. Learn how three of these trends will transform buying for the foreseeable future.
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