Insights
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.
Read More
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.
Read More
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 […]
Read More
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 […]
Read More
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 […]
Read More
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 […]
Read More
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.
Listen Now
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.
Listen Now
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 […]
Read More
Video
Financial Service Firms Need To Stop Thinking Like Retailers On Personalization
By thinking like retailers, banks are leaving money on the table.
Watch Now
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 […]
Read More
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.
Read More
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.
Read More
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.
Read More
Blog
Content, Experiences Key Focuses At Adobe Summit
At Adobe’s marketing conference, the company focused on content and experiences as the key differentiators for brands. Watch my video summary of the event that explores these key themes. Questions or comments? Find me on Twitter. Forrester clients: Set up an inquiry.
Read More
Blog
Maximize Your Tech Investment By Making Sense Of The Digital Intelligence Tech Landscape
Digital Disruptions Complicate Digital Intelligence Needs Digital intelligence (DI) — the practice of understanding and optimizing digital customer engagements — has been around for as long as the internet itself. But it has not remained stagnant. The practices and technologies needed to support DI have continued to be revolutionized by the digital disruption. And the number of […]
Read More
Video
Omnichannel And Personalization: Make A Lasting Impression In The Marketplace
With the holiday season in full flight, creating a memorable customer experience is more imperative now than ever. Watch the video below to learn how omnichannel and personalization tie together to generate a lasting impression for a consumer. Have questions on how you can better differentiate your brand through omnichannel and personalization? Schedule an inquiry to dive deeper.
Watch Now
Blog
These Aren’t The Droids You’re Looking For: B2C Marketers And CDPs
Six months ago, we started a conversation about customer data platforms (CDPs). The timing was right; CDPs were driving attention toward a historically sleepy corner of the martech universe centered around data management, gaining traction among vendors, and racking up mentions in the marketing trade press. Questions, hope, and more than a little confusion ensued. […]
Read More
Blog
Introducing The Consumer Tech Stack For Europe
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 […]
Read More
More posts