Forrester's Customer Insights

DECEMBER 8, 2019

I have just published a post sharing some of our marketing predictions for 2020. It made me realize Forrester no longer publish dedicated “mobile” predictions. Because, mobile has simply become a key driver and enabler of business transformation. Mobile is embedded everywhere.

Trends 51

Trends Marketing Brands B2C 51

Forrester's Customer Insights

JUNE 17, 2020

The ancient Chinese curse “May you live in interesting times” might be neither ancient nor Chinese, but it’s wholly applicable to 2020. Words and phrases like “unprecedented” and “the new normal” are, well, the new normal as infection and social unrest sweep the globe.

B2C 47

B2C Consumers Customer Experience Customers 47

Forrester's Customer Insights

SEPTEMBER 7, 2020

Last week, IFA 2020 took place both in Berlin and virtually. I attended the virtual fair, which was an excellent experience. You could really feel how people were excited to meet both physically and virtually.

Meeting 38

Meeting Consumers Industry B2C 38

Forrester's Customer Insights

OCTOBER 30, 2019

Regulations, consumer wariness, and the consequences of misbehavior will create a challenging landscape for B2C marketers and brands.

B2C 42

B2C Marketing Data Consumers 42

Forrester's Customer Insights

DECEMBER 18, 2020

In our recent report, “The Myth Of A World After: A European Recovery Perspective,” we outlined how B2C consumption will evolve in post-pandemic Europe. In 2020, consumers have massively and quickly shifted to more local, digital, and environmentally friendly behaviors.

Loyalty 42

Loyalty B2C Consumers Report 42

Forrester's Customer Insights

AUGUST 19, 2020

The COVID-19 pandemic upended the 2020 plans of many B2C marketers — amounting to a projected 28% decline in US marketing spend through 2021. Brands improvised, cutting media spend and adjusting their previous marketing strategies to accommodate rapid shifts in consumer behavior.

Marketing 39

Marketing B2C Fashion How To 39

Forrester's Customer Insights

MARCH 7, 2024

Since we started covering the Adobe services market in 2020, we have seen it grow rapidly and mature continuously (see Figure 1). I’m pleased to announce the publication of The Adobe Services Landscape, Q1 2024. Adobe services have evolved into an established market that features: High revenue growth.

Marketing 56

Marketing B2C Technology 56

Forrester's Customer Insights

FEBRUARY 5, 2020

A l’occasion de sa seconde conférence à Paris dédiée à l’innovation technologique au service de l’expérience client et collaborateur, Forrester a réuni une centaine de dirigeants des plus grandes entreprises françaises pour échanger autour des dernières tendances et présenter les résultats de son baromètre de l’expérience client, le CX Index.

B2C 46

B2C Employee Experience Innovation B2B 46

Forrester's Customer Insights

OCTOBER 29, 2020

Customer experience (CX) has become the number one business priority for marketers. The percentage of European B2C marketers considering improving CX as their company’s top business priority has jumped from 26% in 2019 to 46% in 2020. CMOs are fully aware of the importance of customer data to personalise experiences.

Employee Experience 28

Employee Experience Customer Experience B2C Brands 28

Optimove

JANUARY 13, 2021

In the world of B2C CRM, we know exactly what are the small steps that marketers can pledge to take next year that will bring the most impact. Optimove clients who used multiple channels in 2020 outperformed those who used just one execution channel in each campaign. 6 – Start Brainstorming Sessions from Customer Insights.

CRM 52

CRM Marketing Measurement Groups 52

Solvvy

AUGUST 21, 2020

The Time is Right for a Customer Support Chatbot. In 2020 it’s become more important than ever to provide your customers with fast, effective, and personalized support. Next-gen chatbots improve your customer experience. Next-gen chatbots provide support analytics and customer insights.

Chatbots 62

Chatbots Self Service Multi-Channel B2C 62

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Forrester's Customer Insights

DECEMBER 6, 2019

In the past three weeks, I have shared the key findings of our predictions research to different clients and at some Forrester events in London and in Amsterdam. It is always interesting to challenge clients on some of their assumptions, discuss what trends will accelerate next year or to be challenged on some of the […].

Trends 26

Trends Marketing B2C B2B 26

Optimove

DECEMBER 1, 2020

In the world of B2C CRM, we know exactly what are the small steps that marketers can pledge to take next year that will bring the most impact. Optimove clients who used multiple channels in 2020 outperformed those who used just one execution channel in each campaign. 6 – Start Brainstorm Sessions from Customer Insights.

CRM 40

CRM Marketing Measurement Groups 40

Forrester's Customer Insights

FEBRUARY 16, 2020

Adobe is the most purchased marketing technology software vendor globally, according to the Forrester Analytics Global Business Technographics® Priorities And Journey Survey, 2019. Despite the fact that Forrester has been covering services research for major tech vendors such as Oracle, Salesforce, and SAP, we haven’t done it for Adobe until now.

Analytics 45

Analytics Software Technology Survey 45

Forrester's Customer Insights

JANUARY 5, 2021

Il y a près d’un an déjà, je publiais un blog sur les tendances 2020. Ce matin, je découvre un article des Echos qui explique pourquoi l’ère des épidémies ne fait que commencer. La lecture de cet article m’inquiète mais paradoxalement ne me surprend pas. En l’espace de neuf mois, nous nous sommes habitués à […].

B2C 67

B2C Marketing Customer Experience Customers 67

Forrester's Customer Insights

FEBRUARY 2, 2021

The crises of 2020 turbocharged consumers’ technology adoption and usage. While the pace of change is impressive, consumers’ swift adaptation to life among screens is not entirely radical.

Consumers 44

Consumers Analytics Technology Data 44

Forrester's Customer Insights

JULY 11, 2023

While the conversation and action around diversity, inclusivity, and belonging spiked in 2020, CMOs still struggle with inclusive advertising practices.

Advertising 20

Advertising B2C Consumers Customer Insights 20

Forrester's Customer Insights

OCTOBER 15, 2020

2020 has been a year of unprecedented political, social, economic and healthcare disruption – and 2021 shows no signs of any of these trends slowing down. Every autumn Forrester looks ahead to predict the major consumer, business and technology trends that will shape the marketing landscape for the following year.

Marketing 46

Marketing Healthcare Customer Experience Trends 46

Forrester's Customer Insights

DECEMBER 13, 2022

After the 2020 murder of George Floyd, brands and agencies swiftly made bold commitments to invest in Black-owned media companies. To better reflect the diversity of brands’ audiences and create a more equitable media ecosystem.

Groups 26

Groups Brands Company B2C 26

Forrester's Customer Insights

JANUARY 13, 2021

2020 was an emotional rollercoaster. A global pandemic, economic upheaval, social unrest, and a contentious election have all left consumers reeling. Marketers know that emotion is the biggest driver of purchase decisions, and naturally attempt to tap into these turbulent consumer emotions.

Advertising 43

Advertising Consumers Marketing B2C 43

Forrester's Customer Insights

AUGUST 24, 2020

Neutrality Is No Longer An Option In the summer of 2020, brands did something they had never done before. They spoke up about race. For some, like Ben & Jerry’s and Microsoft, this came naturally; they had long-standing programs to advance social justice.

Brands 44

Brands Communication B2C Trends 44

Forrester's Customer Insights

AUGUST 16, 2022

Since early 2020, concerns for health and safety, supply chain issues, and […]. Despite the heat wave across the United States, summer is quickly coming to a close. In just a few weeks, kids around the globe will be back in the classroom for a new year of learning. Loyalty marketers, you might consider joining them!

Loyalty 26

Loyalty Strategy Marketing B2C 26

Forrester's Customer Insights

OCTOBER 22, 2020

One of the things I was most looking forwards to in 2020 as I returned to focus on our European consumer research was CX EMEA. I’ve always enjoyed Forrester events, both as a customer more than a decade ago, as an analyst presenting, and as a research director acting as MC. It’s a chance to […].

Customer Experience 40

Customer Experience Consumers Customers B2C 40

Forrester's Customer Insights

AUGUST 5, 2020

Late last year, in Forrester’s APAC predictions 2020 event, one of the predictions we made is “Leading brands will differentiate with ethical marketing to build long-term value.” Fast forward to the second half of the year, we see COVID-19 is accelerating the trend.

Brands 41

Brands Marketing Trends Consumers 41

Forrester's Customer Insights

MARCH 2, 2022

First, the most glaring and acute issue is that the 2020 pandemic forced companies […]. A tool or suite of tools that enables marketers to manage planning and budgeting, project and program management, collaboration and calendaring, content production, asset management, and performance analytics. Why Do Marketers Need MRM?

Resources 26

Resources Marketing Management Analytics 26

Forrester's Customer Insights

MARCH 2, 2022

First, the most glaring and acute issue is that the 2020 pandemic forced companies […]. A tool or suite of tools that enables marketers to manage planning and budgeting, project and program management, collaboration and calendaring, content production, asset management, and performance analytics. Why Do Marketers Need MRM?

Resources 26

Resources Marketing Management Analytics 26

Forrester's Customer Insights

JUNE 25, 2020

My colleague Ted Schadler and I are excited to announce that “The Forrester Wave™: Adobe Implementation Services, Q2 2020” is now live. Following up the previously published Now Tech report, it’s the first time Forrester has evaluated Adobe services providers’ capabilities globally.

Report 39

Report B2C Trends Technology 39

Forrester's Customer Insights

FEBRUARY 8, 2022

In 2020-21, when advertisers were making decisions about their advertising investments, times were tough. The cultural environment was precarious and the trajectory of the pandemic more uncertain than now. This sentiment affected advertising in the 2021 Super Bowl.

Brands 26

Brands Advertising Culture B2C 26

Forrester's Customer Insights

FEBRUARY 7, 2022

Brands Thrive In The Pandemic’s Aftershock In 2020, companies braced for upheaval, navigating a century-defining pandemic through a fog of uncertainty. What followed in 2021 was a series of aftershocks: a tumultuous year of vaccines and variants, hope, and despair that shredded any semblance of normalcy.

Brands 26

Brands Company B2C Trends 26

Forrester's Customer Insights

JUNE 7, 2020

My research theme for CX North America 2020 – the Convergence of Experience The peripatetic nature of analyst life, especially for someone not moored to a corporate office, means that I rarely get to see most of the folks I work with. Which is why, every year, I look forward to the summer days of […].

Brands 36

Brands B2C B2B Trends 36

Forrester's Customer Insights

NOVEMBER 7, 2021

As the actual promotion period gets longer and longer – Singles’ Day 2021 pre-sale moved up from 2020’s November […].

Loyalty 26

Loyalty Sales Retail B2C 26

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020. The situation when B2B CX was very distant from B2C CX has been rapidly changing. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Is customer centricity already part of the company DNA and culture? Are there efficient processes in place for analyzing customer data or communicating customer insights?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Forrester's Customer Insights

DECEMBER 23, 2019

We’ll be back in 2020 with more fresh ideas and thoughtful commentary. Thanks for checking out the last FORRward perspective for 2019. Wishing everyone a wonderful holiday!

Healthcare 26

Healthcare Marketing Data Management 26

Forrester's Customer Insights

MARCH 21, 2018

PwC forecast that the mass affluent segment alone would put up to $10 trillion under management by 2020. They’re asking consumers to entrust their nest eggs with them. And there are lots of eggs. Our analysis of […].

Company 33

Company Analysis Industry Consumers 33

Optimove

JANUARY 16, 2020

So, whoever you are in this specific case, take advantage of the recap below – it’ll help you get a good perspective of what the panelists were saying and why it’s important this 2020 – with some added context and further reading opportunities. Click here if you want to learn why B2C marketers need a relationship marketing hub.

Retail 40

Retail Marketing B2C CRM 40