technology adoption data

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Four Forces Drive The Consumer’s Tech Stack

James L. McQuivey April 5, 2018
Today I’m on stage in New York speaking to hundreds of marketing executives at our Consumer Marketing Forum 2018. I’m there to unveil the 2018 US Benchmark Data Overview, which for the first time ever we are making available to all Forrester clients. See the report here: The Consumer Tech Stack. The research is exciting. […]
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The Data Digest: Consumers Want Devices To Talk Back

Anjali Lai February 20, 2018
My parents were recently gifted their first Amazon Echo — and as you might guess, I’ve been thrilled to observe first-hand how a household of relative tech Luddites responds to the device. Delighted fascination, tempered by security concerns, drives these Baby Boomers to test the depth of Alexa’s knowledge by asking one-off random questions. My […]
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Online Self Service Dominates Yet Again. Why? Its An Effortless Way To Get To Your Answers

Kate Leggett January 28, 2016
Customers demand accurate, relevant, and complete answers to their questions upon first contact – served up as painlessly as possible –  so they can get back to what they were doing before the issue arose. Forrester data backs this up: In our December 2015 “Customer Lifecycle Survey,” we found that 53% of customers are likely […]
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Forrester’s Top Trends For Customer Service In 2014

Kate Leggett January 13, 2014
In the Age Of The Customer, executives don’t decide how customer-centric their companies are – customers. In an attempt to move the needle on customer service operations, in order to keep customers satisfied and loyal to your brand, these are the top trends that you should be paying attention to. You can get my full […]
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