Real-World Case Studies and Customer Success Stories with Forrester Analytics

Zebra Technologies saw its digital experience was not helping buyers enough. The company worked with Forrester to improve this. Forrester... helped Zebra create a digital experience that matched buyers’ needs. This made planning easier for marketing teams. Marketers could plan digital and physical activities together with less friction. The new approach made teams more agile.
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Veeam Software used Forrester's guidance to boost channel partner engagement. The company launched a marketing concierge program and improved its... channel demand strategy. Veeam saw a 294% increase in partner-generated leads and 300% more partner companies generating leads. Active partners grew by 101%, and marketing activities by 134%. The new concierge service supported 1,385 partners and 3,906 cases, with 60% of active partners using the service.
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Cisco Quad helps employees create custom dashboards and social networks. The tool brings together content from different internal systems. Employees... can use it on PC, iPhone, or iPad. Quad supports a CARS (customized, aggregated, relevant, social) experience. It lets users tap into the company's collective intelligence. The platform is now available to Cisco customers.
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Forrester Research uses a formal diversity, equity, and inclusion program. The company increases representation and measures success in its DEI... efforts. Fadjanie Cadet, director of diversity and inclusion, leads these initiatives. The case study shows how Forrester designs DEI programming and builds a DEI roadmap. The company focuses on employee listening and establishing success indicators.
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Experian's Decision Analytics division worked with Forrester to improve its go-to-market strategy. The portfolio marketing team adopted best practices and... took charge of driving business growth. They set up new processes to boost market awareness, demand generation, and sales knowledge transfer. The team focused on the voice of the customer and created buyer-oriented go-to-market plans. This led to more marketing-driven revenue and a model for organizational transformation.
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Red Hat wanted to grow its account-based marketing program in Asia Pacific. The company worked with Forrester to get expert... advice and regional insights. Forrester helped Red Hat make better investment decisions. This led to higher marketing ROI. Red Hat also improved its brand reputation and customer relationships. The team used Forrester as a benchmark for top marketing performance.
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TXOne Networks needed to align its product messaging to build market credibility. The company worked with Forrester to create unified... go-to-market messaging focused on customer needs. Forrester gave TXOne access to insights from the professionals it serves. This helped TXOne develop messaging that resonates and drives more traction. The team saw improved results and stronger market presence.
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VMWare Tanzu's marketing team wanted better results from their lead generation. They worked with Forrester to shift focus from individual... leads to buying groups. Forrester helped them understand buying group behavior. This new approach made it easier for sales to engage prospects. The team gained more support from management with Forrester's help.
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Forrester Market Insights helps NTT DATA's analyst relations lead stay current on trends in product design, application development, and customer experience. Jessie Norman uses... these insights to support the sales team and improve deal closure. The tool helps NTT DATA move from operational to strategic work. It also increases the team's visibility within the company.
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Kontent. ai uses Forrester Market Insights to support important business decisions. The platform helps Kontent.ai build credibility in the content...management market. Forrester's data and insights guide the team in their growth strategy. The VP of growth and marketing says Forrester is essential for validation. This partnership helps Kontent.ai engage clients and expand its presence.
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SAS used Forrester’s Plan-On-A-Page methodology to align marketing and sales. Patrick Xhonneux, senior VP for marketing, wanted to show marketing’s... impact on sales. Forrester provided guidance sessions and team training. This led to strong alignment on goals, metrics, and decision-making. The company created consistency across teams and proved marketing’s strategic value.
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F5 Networks wanted to launch a new SaaS-based solution to its current customers. The company had traditional partners but needed... to adapt to a SaaS partner ecosystem. Forrester helped F5 Networks understand and work with partners in this new environment. F5 used Forrester's frameworks to guide its partner strategy. This support helped F5 bring its partners along on the SaaS journey.
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Forrester helped Fujitsu Australia Limited transform its marketing team to support a new industry-based sales model. The company used Forrester's... Eight C’s of Effective Organizational Design to restructure marketing roles and improve collaboration. The changes increased efficiency, boosted morale, and enhanced the value of marketing within the business. Fujitsu secured funding for new marketing roles and expanded its digital footprint. The marketing team is now better aligned with business goals and customer needs.
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SAP Concur worked with Forrester to drive marketing innovation. The partnership focused on understanding buyer behavior and adapting to complex... buying groups. Forrester provided actionable insights that SAP Concur used right away. This collaboration helped SAP Concur's marketing team become more innovative and aligned. The impact extended to SAP Concur's parent company, SAP.
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Veeam Software used Forrester’s B2B Marketing Plan On A Page to align its marketing team and stakeholders. The plan helped... Veeam set clear expectations for sales, finance, and other teams. It made communication easier across departments. The marketing team stayed focused on company goals. Forrester provided guidance and a connection to broader marketing trends.
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Illumio used Forrester’s analyst services to understand its market position. Forrester helped Illumio build a better strategy for reaching new... markets. The Plan-On-A-Page methodology improved Illumio’s marketing and sales alignment. Illumio’s team gained a clearer view of their competitive landscape. This partnership strengthened Illumio’s analyst relations and strategic planning.
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Forrester helped Zebra Technologies improve their customer experience. Zebra Technologies used a data-driven approach to digital marketing. They worked to... support buyers throughout their journey. Forrester helped align Zebra’s marketing, sales, and product teams. This led to a more holistic way to serve customers. Zebra Technologies focused on customer value to drive revenue growth.
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Forrester helped Sopra Steria launch its Digital Banking Experience (DBX) initiative. Sopra Steria used Forrester’s research to build tools and... reports for banks. The DBX maturity assessment helped retain key accounts and generated new business worth hundreds of thousands of euros each year. The initiative increased Sopra Steria’s visibility as a digital banking thought leader. Internal teams used DBX data to drive marketing, sales, and product development.
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Acronis needed to build and scale its marketing operations team quickly to keep up with rapid company growth. The company had... no marketing operations function at first. Forrester helped Acronis set up and expand this team in a cost-effective way. The partnership led to a strong return on investment. Acronis’s VP of global marketing operations praised Forrester for always having solutions to their challenges.
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Forrester helped RCG Global Services sharpen its B2B brand strategy. RCG's SVP and CMO, Rachelle McLure, worked with Forrester to... improve brand messaging and target the right audience. This partnership strengthened RCG's marketing campaigns. The result was a stronger brand and a foundation for predictable growth.
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Alteryx worked with Forrester to prove the value of its marketing. The CMO wanted to show clear results for every... marketing dollar spent. Forrester helped connect the marketing and finance teams. Together, they set clear goals and built new dashboards. Now, Alteryx uses metrics that everyone in the company trusts.
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Thales wanted to improve its partner strategy by consolidating distributors. The company worked with Forrester to get expert insight and... step-by-step guidance. Forrester helped Thales rethink its approach to partner relationships. Thales used this advice to better leverage its partner network. The result was a stronger partner strategy that aligned with customer needs.
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Forrester helped Lexmark align its B2B marketing messaging, spend, and measurement across 170 countries. Lexmark unified its marketing approach in... 32 languages. This partnership expanded Lexmark’s customer reach and opportunity pipeline. Lexmark’s senior director of revenue marketing gained new skills and knowledge. The Forrester relationship delivered actionable, real-world results for global marketing.
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Medidata wanted to shift from product-centric to customer-centric marketing. Forrester helped Medidata build campaigns focused on audience needs. The partnership... made campaign measurement easier. Medidata gained insights from Forrester on B2B marketing best practices. This improved their marketing approach and campaign effectiveness.
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Twilio wanted to grow its brand awareness beyond developers. The company worked with Forrester to align its marketing teams using... shared frameworks and tools. This alignment helped Twilio pursue bigger brand awareness goals. Forrester supported Twilio in building a unified brand-to-revenue strategy. The marketing team moved in a common direction. Twilio advanced its brand with help from Forrester.
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NAVEX needed to keep up with rapid tech changes and a tough market. Kim Blomgren led the global communications team.... She worked with Forrester to better understand risk and compliance trends and AI challenges. Forrester's insights helped NAVEX create a report for clients. This report boosted NAVEX's reputation as a leader in risk and compliance.
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Lightstorm wanted to launch Polarin with clear, customer-focused messaging. They needed to avoid language that was too technical or too... simple. Forrester worked with Lightstorm to refine their messaging. The team challenged Lightstorm at every step. This helped Lightstorm create messaging that connects with prospects and delivers value to customers.
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Forrester helped Hexagon improve account-based marketing. Hexagon used Forrester frameworks to target high-potential prospects. Forrester aligned Hexagon’s marketing and sales... teams with a data-driven approach. Hexagon gained a strong starting point for growth. Jodi Lebow from Hexagon praised Forrester’s real-life examples and guidance.
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Equinix needed to improve how it worked with channel partners. The company wanted a better partner engagement program. Equinix used... Forrester’s research and advice to make a case for updating its partner portal. This helped Equinix support and enable its partners on a larger scale. A senior leader at Equinix called Forrester indispensable for this work.
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Forrester helped Dell's services organization build a scalable customer experience team. The CX team expanded to include specialized groups like... mystery shopping, measurement, and communications. Kimberly Smith, senior director of CX strategy and operations, credits Forrester for enabling best-practice CX development. The team grew from small to robust, supporting Dell's customer experience goals.
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Software AG used Forrester to improve customer feedback processes. The company focused on customer experience to drive higher win rates.... Adam Camm, program director, led the initiative. The approach delivered quick wins and clear financial benefits. Software AG saw revenue gains by prioritizing customer service. The case highlights the value of data-driven customer feedback.
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Forrester worked with HCL Technologies to improve its digital marketing strategy. HCL’s VP of digital marketing shared how Forrester helped... him set priorities and make key investments. The partnership allowed HCL to extend its digital reach. Forrester’s support helped HCL’s marketing leader co-create solutions and lead with confidence.
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Macquarie BFS, a leading retail bank and wealth manager, aimed to operate like a top tech company. They built a... new tech stack and used a cloud-native approach. This strategy improved scalability, resilience, and customer satisfaction. Macquarie BFS became a finalist for Forrester’s 2023 Technology Strategy Impact Award for APAC. Their IT strategy delivered strong value for both customers and the business.
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Navy Federal Credit Union leads Forrester’s Customer Experience Index. The company focuses on employee experience to drive great customer experience.... This case study shares best practices for creating and sustaining award-winning member service. Navy Federal Credit Union is the world’s largest credit union. The story highlights their ongoing efforts to deliver exceptional customer experience.
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DBS Bank built an enterprise data platform to stay ahead of digital-only banks. The bank wanted to become an insights-driven... organization. The new platform helped teams use data assets better. This move supported DBS Bank in keeping its leadership in the banking sector. The case highlights the value of enterprise data platforms for large banks facing digital competition.
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Sparkassen launched the first mobile banking iPhone app in Germany. They now offer a wide range of mobile banking services,... including app and browser-based features. Over 1 million people have downloaded their apps. Sparkassen's leaders drove innovation and changed the bank's image. Their mobile banking strategy set a new standard in the German banking market.
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Swedbank wanted to move away from a federated IT model. The CTO office needed outside validation for this change. Forrester... analysts helped Swedbank create a centralized technology model. This brought the enterprise architecture team closer to business units and IT service delivery. Swedbank gained confidence in its new IT approach with Forrester’s support.
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Forrester helped Afreximbank create an IT and data strategy. The strategy matched Afreximbank's goal to promote trade in Africa. The... executive team supported the new plan. Afreximbank's C-suite praised the work. The project focused on aligning technology with business needs.
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Forrester’s benchmarking tools helped Banorte improve its digital banking experience. Banorte used these tools to identify key metrics and make... targeted changes. The bank achieved a client attrition rate below 2%. Digital channel usage increased significantly. Banorte’s team now feels more competitive in the market.
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TD Bank used Forrester to improve its customer experience measurement. The bank put customer experience metrics into incentive compensation for... all staff, from frontline to board. Forrester advisors helped TD Bank refine its customer experience strategy. The bank achieved better cross-functional alignment around customer experience. This approach made customer experience a core part of daily operations.
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Forrester helped Nationwide Building Society adopt a data-driven approach to application management. The IT team faced challenges in modernizing their... application portfolio. With Forrester's support, they gained the data and insights needed for better decisions. Paul Ballard, technology strategy and enterprise architecture director, credits Forrester as a key partner. This partnership improved their application modernization strategy.
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Intel used social media to improve customer engagement and support. They replaced expensive, in-person focus groups with online communities. Intel... created roles like Brokers and Floaters to answer customer questions quickly. This approach helped Intel respond faster and build stronger customer loyalty. The online communities also reduced operating costs and improved the customer experience.
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Atlassian uses its innovation culture to drive growth in the computer software market. The company hires creative developers and gives... them time to innovate. Atlassian uses bottom-up development processes to improve team autonomy and maximize flow. This approach creates a customer-driven development culture. Atlassian delivers products that customers want and builds strong corporate values.
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Sage Software North America used advanced tools and governance to improve customer experience. The company faced challenges meeting customer experience... goals in 2012. They built a system with new processes and tools for better CX management. This helped them turn business-to-business insights into real actions. The case shows how structured CX improvements can help in a B2B environment.
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Lenovo used a peer-to-peer customer service community to improve customer experience. They aligned marketing, sales, and service teams to support... social media best practices. This led to a 20% drop in laptop service call volumes. Customer service agent productivity increased. Net Promoter Scores went up. Lenovo reduced support costs and increased sales.
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Tax Systems used Forrester to improve its brand recognition. The company was known mainly for its flagship product, not its... brand. Forrester helped Tax Systems create stronger messaging and a better value proposition. This led to a more effective sales team and a stronger go-to-market position. As a result, Tax Systems doubled deal size and cut time to close deals.
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Delinea's marketing team needed a better understanding of their buyers. They used Forrester’s B2B buyer persona and messaging frameworks. This... helped them identify key buyer personas and understand decision-making drivers. The team crafted messaging that resonated with their audience. Delinea saw a transformational change in their marketing approach.
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Forrester helped Atlassian build a customer-centric sales team. Atlassian used Forrester to create a global sales onboarding program. Forrester also... introduced a new sales methodology. These changes supported Atlassian’s customer-first mission. The partnership advanced sales enablement and onboarding for Atlassian.
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Prudential Financial aimed to achieve top customer experience by focusing on people-led transformation. In just two years, 92% of employees... said the company was making progress toward industry-leading customer experiences. The transformation centered on five key pillars. The case highlights how a people-first approach can drive customer-obsessed culture change. This story shows the impact of employee engagement on customer experience in the financial services sector.
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Aon faced challenges in the financial services sector, including wealth management and retirement planning. The company needed to reinvent its... mature brand and deliver a top digital experience. Aon's CX and digital teams worked together to build trust and meet industry demands. This case study shows how Aon improved customer experience in a disrupted market.
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Lloyds Banking Group used a journey-led approach for digital transformation. They focused on improving 10 key customer journeys. The company... reorganized to adapt quickly to customer needs. They set up cross-functional customer journey labs. This led to £500 million in savings and revenue increases. The case highlights digital transformation in financial services.
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Forrester helped Northern Trust improve its IT security architectures. Northern Trust wanted to mature its security models without slowing transformation.... Forrester analysts identified security models that fit Northern Trust's goals. The process worked well because Forrester understood the client's timeline and strategy. This helped Northern Trust align security with business needs.
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Best Egg worked with Forrester to improve its customer experience strategy. The company focused on finding and fixing friction points... for customers. Leadership made customer experience a shared goal across teams. Best Egg's Chief Customer Officer led the change with support from Forrester. The new approach helped make Best Egg more customer-focused in financial services.
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Nissan transformed its customer experience by focusing on seven key customer journeys. The company shifted to a journey-centric operating model,... updating legacy systems and processes. Nissan used six levers: structure, culture, talent, metrics, processes, and technology. This approach improved both customer and employee experiences. The transformation is now part of Nissan’s core business strategy.
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Robins & Day used low-code platforms to boost digital transformation in the automotive sector. They adopted the privateer model, forming... a small, autonomous team within a business unit. This team drove digitization and value stream management. Their approach helped build a culture of continuous improvement. The case highlights the impact of citizen development strategies in underdigitized industries.
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Forrester helped DRÄXLMAIER Group's enterprise architecture team build trust with business leaders. The team used Forrester's frameworks and benchmark data... to improve skills and align IT with business goals. As a result, the EA practice became more visible and trusted, hosting a cross-functional board of experts. Over 1,100 unique users now access the internal EA tool each month. The team won Forrester’s Enterprise Architecture Award for the EMEA region in 2024.
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Forrester’s Buyer Audience Framework helped TE Connectivity’s automotive division shift from a product-centric to a buyer-centric approach. The marketing team... used the framework to align the organization and improve internal conversations. This change led to stronger customer engagement and better campaign results. Chris Yeadon, head of product marketing, reported improved click-through rates and overall engagement. The case highlights the impact of audience-centric marketing in the automotive sector.
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Michelin’s enterprise architecture team uses Forrester to guide its technology strategy. Forrester helps validate decisions and align tech with business... goals. The team relies on Forrester to hit key performance indicators. This partnership supports better technology choices for Michelin’s business needs.
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Philips worked with Forrester to shift from product-focused to customer-centric marketing. The team adopted new processes and frameworks for shared... priorities. Forrester helped Philips align marketing and sales to boost demand generation. The partnership enabled Philips to prove marketing ROI and stay connected to changing customer needs. Roberta Passerini praised Forrester's support throughout the journey.
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HP Inc. used a new customer experience (CX) implementation process to address a declining and commoditized printer market. The company... shifted from focusing on product features to meeting customers’ unmet needs. This cultural change led to successful product launches and millions in savings. HP improved its CX culture and saw gains in its bottom line.
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Forrester provides Panasonic Connect with industry standards and best practices. The team uses Forrester’s reports to validate their marketing strategies.... These insights help them measure progress and boost confidence in data-driven decisions. Reports on brand architecture guide their direction. Panasonic Connect relies on Forrester to support a data-driven marketing culture.
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Sony Corporation of America wanted to improve its data strategy for a world without third-party cookies. The company partnered with... Forrester to focus on zero- and first-party data. Forrester helped Sony choose the right customer data platform. Sony saw a big increase in return on advertising spend. Customer retention and loyalty also improved.
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Best Buy worked with Forrester to become more customer obsessed. Forrester helped Best Buy sharpen its customer experience vision and... build new capabilities. Best Buy relaunched its loyalty program, growing paid members from 5.8 million to 7 million in one year. Employee retention improved, with field staff averaging nearly five years and general managers nearly sixteen years. Best Buy won Forrester’s Customer-Obsessed Enterprise Award in 2023 for its transformation.
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E. ON used a journey-centric operating model to transform customer experience across nine markets. The company focused on structure, culture,...talent, metrics, processes, and technology to drive change. Over 47 million customers now access sustainable electricity and heat. E.ON aims to be climate neutral by 2040. The transformation created federated journey teams and a center of excellence.
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Veolia Water Technologies used Forrester frameworks to fix slow website response times. This helped improve customer engagement and demand. The... company became a trusted advisor to its clients. After three years, Veolia secured a $10 million deal by building trust and being responsive. Forrester’s guidance supported a digital transformation and better customer experience.
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PSE&G wanted to improve how it connects with customers. The company worked with Forrester to build a customer experience strategy.... Forrester analysts helped PSE&G get buy-in across departments. Now, customer focus is part of daily work at PSE&G. Employees talk more about customer needs and value.
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Forrester gave BC Hydro & Power Authority a step-by-step playbook for customer centricity. The utility used this guidance to formalize... its customer experience practice. Customer experience is now part of employee training and onboarding. Employees are recognized for delivering great customer service. The company can now clearly explain its CX strategy and principles.
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NRG worked with Forrester to improve customer relationship management. Suzie Dieth, chief experience officer, led a shift to make customer... focus part of every team. Forrester provided research and frameworks to guide the change. NRG built a stronger, more unified approach to customer relationships. The company now puts customers at the center of its operations.
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Forrester helped Wolters Kluwer Health transform its marketing approach. The company faced challenges with changing healthcare buying dynamics and aligning... executive messaging. Forrester provided research, frameworks, and expert guidance to support internal change management. This led to improved team alignment and clearer communication of value in the healthcare market.
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Forrester helped Philips, a global healthcare technology company, adapt to changing healthcare trends. Philips used Forrester's guidance to align its... marketing and sales teams. This led to a tripling of their lead-to-opportunity conversion rate. The company also shifted from product-centric to customer-centric marketing. Philips gained a shared language for setting priorities and delivering more value.
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Quest Diagnostics wanted a central view of customer journeys. With Forrester's help, they mapped customer segments and journeys. This improved... their understanding of customer experience. The work aimed to boost loyalty and retention. Forrester guided the customer experience team through the process. Quest Diagnostics now has a better way to improve customer satisfaction.
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Forrester helped Ardent Health improve patient experience by mapping the customer journey. The team worked with Forrester experts to find... ways to make care easier to access. As a result, Ardent Health reduced average wait times for appointments by almost four weeks. The project focused on putting patients at the center of every step. Reed Smith, Chief Consumer Officer, praised Forrester for being part of their team.
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KLM used Communispace to launch its In touch market research online community. The goal was to better understand Elite members... of its Flying Blue frequent flyer program in five European countries. The Customer Knowledge department expanded its influence by using the community to reach new departments and join the product innovation process. KLM later extended the community to Air France. The case highlights the value of clear objectives and internal visibility for market research initiatives.
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Forrester helped Penske Truck Leasing set a unified quota strategy for its global sales force. Penske had different sales goals... in each region for 50 years. Forrester worked with Penske to create companywide KPIs and align sales teams. The partnership made it easier to measure and improve sales performance. Penske now uses shared metrics to drive sales results.
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ArcBest wanted to improve sales team productivity. They worked with Forrester to reach this goal. ArcBest’s Chief Sales and Customer... Engagement Officer shared that Forrester’s support was a game changer. The partnership led to exceptional yearly results for ArcBest. Forrester helped ArcBest boost sales productivity in the freight and logistics sector.
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