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Forrester’s Top Customer Experience Research Findings Of 2018

Forrester IT

Forrester’s customer experience (CX) research team published more than 100 reports in 2018. The report is called “Forrester’s Top Customer Experience Research Findings Of 2018.” I just released a report that pulls together our most important CX findings from those publications and highlights them in one place.

Research 345
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2018 Continues To Be Tumultuous Year In Smartphone Industry

Forrester IT

2018 brought no calm to the smartphone industry, and Apple’s Q1 2019 earnings are an indication that this trend will continue this year. After years of consistent double-digit growth rates, a slowdown in smartphone sales that started in 2017 continued in 2018. In 2018, many of […].

Industry 314
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2018 Marked 20 Years of Customer Experience Research at Forrester!

Forrester IT

I didn’t want to leave 2018 without noting a milestone for all of us here at Forrester who cover customer experience. It was 20 years ago, all the way back in September of 1998, when we inaugurated our customer experience research by publishing our first report about CX. That report, “Why Most Web Sites Fail,” […].

Research 401
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Online Holiday Sales Will Grow 14% In 2018

Forrester IT

This blog post is part of Forrester’s Holiday 2018 retail series. Online holiday shopping in the US is set to grow to $151 billion this year, up 14% from $133 billion in 2017. Total holiday sales will grow at a more conservative 1.7%. All told, we see approximately one-fifth of all US holiday shopping this […].

Retail 313
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And now… presenting the 2018 ESM Wave!

Forrester IT

The Forrester Wave™: Enterprise Service Management, Q3 2018, is live! Take IT service management, add the age of the customer, stir in some employee experience (EX) and a healthy dose of low/no-code platform, and voilà! Enterprise service management (ESM)!

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Key Takeaways From Huawei Connect 2018

Forrester IT

Huawei held its flagship Connect 2018 conference in Shanghai from October 10 to 12. The event, which featured more than 200 sessions, attracted over 25,000 visitors and more than 1,500 partners from around the world. By the end of 2017, Huawei’s annual revenue had exceeded US$92 billion — half of which comes from global markets […].

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Let’s Make Data Dance At Forrester’s Data Strategy & Insights 2018 Forum

Forrester IT

Join us in Orlando on December 4, 2018 for Forrester’s first-ever Data Strategy & Insights 2018 Forum. We are super excited to bring you razor-sharp focus to the power of data, analytics, and machine learning. Back to dancing, because that is our conference theme — “Insights To Action: For Real This Time.”

Strategy 344