Insights
Blog
Digital Experience: The Inside Scoop As Told By 36-Plus Executives
“When you look forward two years and think about your aspirations for your consumer digital experiences, what will inhibit you from reaching those goals?” Dozens of digital business and experience executives across numerous industries and geographies shared their thoughts with us about digital experience’s current state, emerging tech, priorities, and inhibitors. I’ve summarized the findings […]
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Blog
Data Ethics And DEI Convergence: A Win-Win Situation
Diversity, Equity, and Inclusion (DEI) and Data Ethics are increasingly interconnected, and brands must do both well to foster authentic, meaningful, and sustainable customer relationships.
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Blog
Adobe “Catchy Content” Shows How Content Intelligence Powers Personalization
Marketers are obsessed with data. But when that obsession turns into tunnel vision on customer data only, it becomes impossible to achieve personalization at scale. Instead, brands need to know both their customer and their content, and Adobe took the wraps off a prototype that aims to do just that. At the company’s fully virtual […]
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Blog
Reboot Your Marketing Strategy With Cross-Channel Campaign Management
Done right, CCCM delivers more than outbound campaigns. In this Forrester Wave™, we compare CCCM solutions from enterprise marketing software suite vendors.
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Blog
Building A Private Bank For The Next Generation
Significant gaps continue to exist in private banking, forcing firms to rethink pricing and organizational models. As a result, high-net-worth clients are not fully benefiting from some of the digital innovations that are changing how customers interact with their private banks. To identify the top “Global Private Banking Trends In 2021,” we interviewed senior executives […]
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Blog
Straight From The Source: Collecting Zero-Party Data From Customers
Marketers are building out experiences to ask customers about volunteer zero-party data that they can’t infer, buy, or collect elsewhere.
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Blog
The Effect Of COVID-19 On UK Consumers’ Financial Well-Being
Thirteen percent of UK adults have seen their income (hours and/or wages) reduced due to COVID-19. This is impacting their ability to spend and meet financial commitments: Around half have reduced spending to the minimum, and 10% have missed a bill or loan payment.
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Blog
Healthcare CRMs Are The Key To Unlocking The Digital Front Door: Takeaways From The Forrester Wave™
Healthcare organizations (HCOs) should look to healthcare customer relationship management systems (CRMs) to enable their “digital front door” strategy and meet the growing demands of their customers for a great experience — both digitally and beyond. The recently published report, “The Forrester Wave™: Healthcare CRM Providers, Q1 2020,” identified the seven most significant players in […]
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Blog
Marketers, You Can Take This Personally: Your Personalization Strategy Isn’t Working
Marketers, we have a personalization problem. No, it’s not your vision — most of you aspire to deliver more anticipatory and individualized experiences — it’s your execution. Across industries, marketers struggle to create memorable, or even useful, moments with their customers. For example, only 5% of US consumers say that email offers are well timed […]
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Blog
Five Consumer Lessons From The 2010s: No. 5
This is the fifth and final entry in a short blog series highlighting lessons about consumer behavior and attitude to take away from the previous decade. Here, you can find the first, second, third, and fourth posts. I close by emphasizing an age-old, fundamental human truth that takes on renewed significance given the latest shifts […]
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Blog
What Makes A Payments App Successful?
Excellence in digital experience is fast becoming a nonnegotiable expectation that customers have of a brand. The thing about expectations is that once they rise, they become par for the course. Payments apps are no exception! We recently analyzed eight apps from Indian payments providers. We found that with the next-to-zero cost of switching in […]
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Podcast
The Customer In 2020 Searches For Meaning
Join us on a journey to the center of the customer’s hollow universe. Forrester Senior Analyst Anjali Lai and VP and Principal Analyst James McQuivey explore why customers will yearn for brands to provide something more meaningful than the rapid escalation of self-centered benefits.
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Podcast
How Marketing Became Too Personal
Marketers’ efforts to get to know customers via data collection and personalization may be driving them away instead. On this week’s What It Means, Vice President and Group Director Melissa Parrish discusses what’s gone wrong and how marketers can end the disconnect.
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Blog
Minivans Vs. Motorheads — Why The Right Content Fuels Proper Personalization
Digitally savvy customers have increasingly high expectations that put brands under pressure to deliver the right content, at the right time, to the right individual. In fact, 80% of US online customers are comfortable sharing some form of personal information to personalize their retail experience, according to Forrester Analytics’ Consumer Technographics® survey data. Customers want […]
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Video
Financial Service Firms Need To Stop Thinking Like Retailers On Personalization
By thinking like retailers, banks are leaving money on the table.
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Blog
The Future Of Creative Agencies Requires Taking A Human + Machine Leap
Agency data and technology capabilities are taking center stage as every CMO feels the mounting pressure for more performance from their marketing and media investments. Agencies are betting heavily on data and building audience activation platforms to deliver growth, efficiency, and scale. These moves are paying off in media. However, the promise of data-driven creative […]
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Blog
Is Money (Still) Too Tight To Mention? Forrester’s New Research On The Future Of Financial Well-Being
Now is the time for the retail financial services industry to take a much more proactive, holistic approach to customers’ financial well-being.
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Blog
Marketers: Manage Your Automation Portfolio
Automation creates opportunity for marketers. It also generates risk. Marketers must master automation while closing the gap between customer expectations and the current operating model. Learn more.
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Blog
The State Of Retailing Online 2019: Omnichannel, Personalization, And Marketing
This year’s State of Retailing Online report focuses on omnichannel fulfillment, personalization, and digital marketing.
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