Today’s technology-immersed customers have high expectations when it comes to the retailers they engage with. Not only do they expect their retailer of choice to offer an endless array of products that can be fulfilled from any location within the enterprise, they also expect a more fulfilling and connected experience both online and in the store. In order to meet these higher expectations, organizations that sell directly to customers must pivot to become digital businesses, and this transformation requires them to double-down on their investments in people, process, and technology. As the complexity and importance of commerce technology swells,
B2C organizations are increasingly seeking out the help of Global Commerce Service Providers to not only implement commerce technology, but to help their organization refine business processes and create innovative omnichannel experiences.
I'm excited that I'll be spending time with Forrester clients next week at Forrester’s Customer Experience Forum 2012 East. On the second day of the forum (Wednesday, June 27th), there are two industry presentations of particular interest to healthcare industry executives:
"Where to get help for interactive design projects in Europe?" That's the question I want to answer for customer experience professionals in my next research. To do that, I'm inviting all interactive design agencies in Europe to help me. Would you like to be included in a report that will help Forrester clients with their interactive agency selection process? If the answer is yes, please complete this 15-minute survey at:
The survey is designed to gather data from European firms that have significant experience in designing and developing digital experiences (web, mobile, etc.). Survey questions cover interactive agency size, practice areas, industry expertise, locations, and a range of costs for typical engagements. If you know any agencies that should be included in my report, please forward the survey link to them or show them this blog post.
If you have questions, please send me an email: jbrowne at forrester dot com.
[16/Feb/2011]: Some people asked to see the questions before going through the survey online. That's a fair request, so I've uploaded a PDF of the survey to this page:
I'm pleased to announce that "The Forrester Wave™: UK Interactive Agencies — Web Design Capabilities, Q1 2010", is now available to Forrester clients on the Forrester Web site.
This report is an evaluation of the Web design capabilities of leading UK design agencies: AKQA, Amaze, Detica, EMC Consulting, LBi, Reading Room, Sapient Interactive, VML London, and Wunderman. Putting this together took six months of effort by a hard-working team that included Harley Manning, Angela Beckers, Richard Gans, William Chu and Shelby Catino.
In our research, we found that Detica and Sapient Interactive led the pack for transaction-led projects, due in large part to the high usability scores earned by the client reference sites they provided for evaluation. AKQA, EMC Consulting, LBi, Reading Room, and Wunderman were Strong Performers for transaction-led projects, with AKQA's exemplary Brand Image Review scores moving it into the Leaders' circle for image-led projects. Rounding out the field, Amaze showed strength in multilingual projects and image-led projects, while VML London earned top scores from both reference clients for the business results it produced. Both agencies came in as Contenders.
All nine vendors in this report have significant market presence and capabilities to service large clients. They are all ranked in the top 25 UK agencies by fee revenue (using data published by New Media Age).
What sets the Wave apart from other industry rankings and awards is the transparent, fact-based evaluation that underpins it. Forrester clients have the ability to look at detailed vendor scorecards and see what the strengths and weaknesses of each agency are.
To gather information on the strength of each vendor's current offering (represented on the vertical axis) and strategy (represented on the horizontal axis), we used the following methods: