digital customer experience

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The State Of Digital Business 2018: Top Technologies

Nigel Fenwick March 2, 2018

Top Technologies By Maturity While the scope of business strategy is increasingly defined by technology, not all technologies are equally important. To help digital leaders think about where to place their future technology bets, we published “The Top Emerging Technologies For Digital Predators” in 2017. More recently, as I was examining our latest digital survey […]

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Your Business Doesn’t Need A Digital Strategy!

Nigel Fenwick March 1, 2018

Digitize Your Business Strategy Before It’s Too Late In 2018, every CEO wants to have a “digital strategy” – which means at least we’ve made some progress over the past five years! To solve what they perceive to be the immediate challenge, CEOs adopt a range of tactics. Some, like Patrice Louvet at Ralph Lauren, […]

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Watch Out For Pitfalls In The Next Era Of Digital Services Engagements

Amanda LeClair February 9, 2018

As enterprises strive to stay on a path of digital evolution, the consulting and systems integration marketplace is rapidly transforming as well to deliver a new generation of digital services. Forrester data shows that services buyers are focused on the right priorities: improving customer experience and digitally reinventing the business for growth. But the path to […]

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To Be A Platform, Or Not To Be A Platform?

Nigel Fenwick February 9, 2018

That is the question! If you’re the CEO of your business, or maybe the chief digital officer (CDO) responsible for digital business strategy, it’s the central question you need to be asking of your leadership team. A platform business can take many forms, depending on how we define it. A platform business is certainly a […]

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Mind The Gap: The Forrester Digital Business Benchmark 2018

Nigel Fenwick February 8, 2018

Mind The Gap The digital gap between digitally advanced companies and their less digitally mature counterparts is widening. And the risk for companies just starting their digital journey is that they may have left it too late to catch up (see last week’s post, Your CEO Doesn’t Understand Digital). This is one of many insights […]

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#NRF2018's Focus On Customer-Associate Engagement

Ananda Chakravarty January 22, 2018

At the packed NRF Big Show #NRF2018 in New York last week, many retailers looked at vendors touting new tech, including AI, AR/VR, and more, all in the name of improving customer experiences. But most of those same retailers know that, before leaping into that arena, they first need to bring existing systems up to […]

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Which Digital Agency Should You Use?

Ted Schadler November 20, 2017

I believe most firms have an existential need for a great digital experience service provider — an agency or consultancy — that can help them design, build, and sometimes operate the complex digital experiences your customers crave. Your need for help is driven by skyrocketing customer expectations, touchpoint complexity that’s out of control, and the […]

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Predictions 2018: Digital Strategy Reaches The Heartwood Of The Business

Jacob Morgan November 10, 2017

Digital business leaders know that customer obsession is the winning mantra, however meeting the needs of today’s empowered customer requires both laser focus and responsiveness. Experimentation, minimum viable products, and labs are so 2017. In 2018, digital business transformation will be played out at scale — in organization structure, in operating models, and in talk […]

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Forrester Releases First Of Its Kind Industry Wave Focused On Retailers’ Mobile Websites

Brendan Miller October 27, 2017

Home Depot and Wayfair take leading spots You already know Forrester for its iconic Wave graphic that ranks technology vendors on their strategy and capabilities to serve industry clients. Starting today Forrester is introducing new kind of research document called a Forrester Industry Wave that evaluates digital experiences of firms that serve end customers. The […]

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Q&A: Digital Experience Platform Wave 2017

Mark Grannan October 5, 2017

Two weeks ago my colleague Ted Schadler and I published our Wave on the Digital Experience Platform market (link) and an accompanying trends report (link). We’re grateful to all those** who contributed. While our analysis speaks (mostly) for itself, I want to tackle a few questions that have been popping up. I have cherry picked […]

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Another Mobile Feature Banks Should Offer: Subscription Management

Peter Wannemacher October 2, 2017

[this blog post was co-authored by Michael Chirokas] A year ago, Forrester published a report that listed Eleven Mobile Features That More Banks Should Offer. Unsurprisingly, our ongoing research continues to uncover new mobile services that belong on banks’ road maps. Recently, we came across another feature that several startups offer but that we haven’t seen […]

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Digital Store Technologies Take the Stage For Both Customer and Associate Experience

Ananda Chakravarty July 27, 2017

Digital retail theater is becoming reality for consumers as retailers rush to find ways of attracting and retaining store customers.  What is digital retail theater?  It’s the combination of original retail theater – entertainment, novelty, and engagement – with digital technologies and services to create the next level of in-store experience.  My colleague, Brendan Miller […]

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Amazon Buys Whole Foods To Expand Its Digital Prowess In Retail

Brendan Miller June 16, 2017

Written by Principal Analyst Brendan Miller and Principal Analyst Brendan Witcher. Whole Foods’ brick-and-mortar expertise combined with Amazon’s digital prowess is a one-two punch that will give retail executives more sleepless nights. Our initial take on what Amazon’s $13.7 billion acquisition of Whole Foods means for the broader retail market: To thrive in grocery, Amazon […]

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Accelerate Your Digital Momentum At Forrester’s Digital Transformation Mumbai 2017

Ashutosh Sharma May 2, 2017

Forrester’s annual flagship India event Digital Transformation Mumbai 2017 is almost here. This exclusive event has grown over the years to become one of the most anticipated events for India’s senior business leaders. At last year’s event, we presented the right operating model for organizations to support their digital transformations: the customer-obsessed operating model. Our […]

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The Next Step In Web CMS Evolution

Mark Grannan January 24, 2017

Today, we publish the Forrester Wave™: Web Content Management Systems, Q1 2017 after three months of research and another month of writing and editing. Today, we can step back and begin to help our clients leverage this research to shape their digital experience strategy. But first, a special thank you to my colleagues Danielle Geoffroy, Allison […]

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Amazon Go Ushers In A New Era In Retail Technology

Nigel Fenwick December 6, 2016

Amazon's new Amazon Go store ushers in a new era in brick and mortar grocery and convenience shopping. In the early 80's, electronic point of sale (POS) dramatically changed the checkout experience in grocery stores, speeding up checkout lines. Today, a checkout without POS is unthinkable unless it's a farm stand on the side of […]

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The No. 1 Barrier To Effective Digital Transformation

Nigel Fenwick October 7, 2016

In a recent post, I wrote about how digital experiences shape customer perceptions of value. But it's easy to forget that your organization's culture also shapes your customer's perception of value. Earlier this week, I was moderating a panel on digital transformation at a Software AG event in New York. In opening the event, Kevin […]

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How To Solve The Digital Dilemma

Nigel Fenwick August 26, 2016

There’s a fundamental difference between companies that apply digital technology as a bolt-on (frequently adding an eCommerce site, social media, or customer mobile apps) and those that take a more holistic approach to transforming the way the company uses technology to deliver better customer outcomes and drive revenue. Transformers are more likely to succeed because […]

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Bank of America Redesigns Email Alerts

Peter Wannemacher August 11, 2016

Few things are as unsexy as emails from a financial services company. But email alerts play an important role in the world of digital banking: Forrester’s new research report shows that alerts drive mobile banking usage and engagement. Too few digital banking teams allocate significant resources to their alerts efforts — as evidenced by the […]

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The Data Digest: What Pokémon Go Reveals About Evolving Consumers

Anjali Lai July 28, 2016

Within 24 hours of its launch, Pokémon Go broke app download records and user numbers began multiplying by the minute. It wasn’t long before mysterious names like “Jigglypuff” and “Squirtle” peppered daily conversation, stampedes of mobile-obsessed gamers became commonplace, and augmented reality approached a tipping point. The future arrives faster than we think. Our latest […]

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