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Conducting Research Remotely Has Benefits The shift to working remotely in response to the current pandemic means many organizations are having to rethink their approach to understanding customers. Luckily, conducting research remotely has long been part of business as usual for many organizations, and for good reason — it provides benefits that help make research […]
As a new analyst on Forrester’s application development research team, allow me to introduce myself. Let’s start with what is probably your most pressing question — how to pronounce my surname: “I’m just going to call you ‘John B.’ Is that OK?” Yes, of course, no need to suffer. What else would you like to know? “ . . . Maybe tell me about yourself?” I’m married, I have two young sons (the […]
The single biggest transformation in the retail industry in the last decade has been the emergence of third-party marketplaces (often online bazaars subject to few restrictions) where sellers and buyers meet. Some sellers on online marketplaces, however, traffic in the business of outright fake products. Others may procure merchandise through legitimate channels but engage in […]
Customers believe they are engaging with one unified brand or organization, regardless of the device or touchpoints that they use. Retailers must ensure the continuity of information and resources across digital and store touchpoints — or risk losing customers to competitors that do. A truly omnichannel operation that spans the customer lifecycle will optimize revenue, […]
Value for customer is a customer’s perception of what they get versus what they give up when doing business with a firm. Four dimensions make up the overall value a customer perceives: 1) functional, 2) experiential, 3) symbolic, and 4) economic. But which combination is the right one? Find Your Organization’s Value Sweet Spot! The value for […]
In looking at the experiences of the Asian countries that entered the COVID-19 crisis in January, I believe that the pandemic will play out over four phases in the US. Phase One (Infection) ran from January through mid-March. In this period, there was no social distancing and no active management — the virus was passing […]
To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series. To understand the EX predictions for the year, we spoke with Forrester CIO Principal Analyst David Johnson. Madeline: You predict that companies will stop […]
With world conditions changing rapidly, it’s more critical than ever to focus on the bottom line of data-to-insights work: solving the insights value equation. The equation: data plus insights work must align to specific business actions that matter to your firm’s outcomes. You know the dynamics that hold your firm back from driving more actions […]
Officials at the U.S. Centers for Disease Control and Prevention (CDC) and epidemic experts from universities around the world conferred in February about what might happen if the new coronavirus gained a foothold in the United States. CDC presented four possible scenarios, each one of which we predict would have incremental effects on the channel. The significant actions […]
Now is an ideal time to drive a company-wide innovation campaign. Clearly we are all experiencing massive life changes and this situation is negatively impacting nearly all businesses. As such you should launch a company-wide innovation campaign to craft new ways your firm can address these issues and reposition yourselves as a leader in overcoming […]
Most engagement surveys in the industry focus on a broad set of factors set against the employee life cycle, from on-boarding to off-boarding. They don’t provide enough insight into employees’ daily journeys — especially how various technology-related factors affect knowledge workers’ engagement. Our survey does. And for this year, we also added a way to […]
Now that your customers are stuck at home because of the COVID-19 pandemic, they’re engaging with you more digitally. They’re also in a more fragile emotional state. So your digital channels must be more emotionally attuned than ever. After all, emotion is the most important dimension of CX quality — even for digital. Our CX […]

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