Forrester Decisions helped Onyx CenterSource, a B2B payments provider in hospitality, recover after the pandemic caused a sharp drop in revenue. Onyx used Forrester data and research to support bold ...business choices. This led to doubling their average contract value. Onyx also exceeded its sales targets. The chief commercial officer credits Forrester for providing confidence and validation.
Forrester helped Tax Systems, a top tax compliance software provider in the UK and Ireland, improve its brand recognition. Tax Systems faced low brand awareness and was mainly known by its product na...me. Forrester worked with them to build a stronger value proposition, clear messaging, and a better go-to-market strategy. As a result, Tax Systems now has a more effective sales team, a stronger brand, and improved business results.
Sage Software North America improved customer experience (CX) by implementing advanced tools, processes, and governance, turning insights into actions.
Forrester helped Hexagon improve account-based marketing using proven frameworks. Hexagon wanted better targeting and brand recognition for specific audiences. Forrester worked with Hexagon to align ...marketing and sales teams. They used data-driven account selection and real-life examples. Hexagon gained a strong starting point for growth with Forrester's support.
Forrester Decisions helped Veeam Software create a B2B Marketing Plan On A Page. Kathleen De Bondt, VP of marketing, EMEA, used this plan to align the marketing team and other departments. The plan m...ade it easier to share marketing goals and actions with sales, finance, and stakeholders. It helped keep the team focused and set clear expectations. Forrester served as a key resource for modern marketing strategies.
Forrester Decisions helped Lexmark International align its B2B marketing across 170 countries and 32 languages. Lexmark unified its messaging, marketing spend, and measurement with Forrester's guidan...ce. This led to expanded customer reach and a larger opportunity pipeline. The partnership also helped Lexmark's senior director of revenue marketing grow as a B2B marketing leader. Lexmark saw real-world results and best practices from Forrester.
Forrester’s B2B Buyer Persona and Messaging Nautilus frameworks helped Delinea’s marketing team. The team wanted to better understand their buyers, not just their products. They used Forrester’s tool...s to focus on what drives buyer decisions. This led to a big change in how they create messaging. The team now targets the right personas and crafts messages that connect.
Acronis used Forrester to scale its marketing operations. The company had no marketing operations team before. Forrester helped Acronis grow this function quickly and cost-effectively. The VP of glob...al marketing operations at Acronis says Forrester always has answers for their challenges. Acronis saw a significant return on investment from working with Forrester.
SAS used the Forrester Plan On A Page methodology to align marketing and sales. Patrick Xhonneux, senior VP for marketing in EMEA and APAC, led the effort. Forrester provided guidance sessions and te...am training. This created consistency in goals, performance metrics, and decision making. The result was strong cross-functional alignment to achieve company objectives.
Alteryx used Forrester to show the value of marketing. The CMO, Keith Pearce, wanted to prove the impact of every marketing dollar. Forrester helped connect the marketing and finance teams. They buil...t clear metrics and dashboards. Now, the business supports and trusts marketing's results.
Forrester Decisions helped Atlassian build a customer-focused sales team. Atlassian used Forrester to create a global sales onboarding program. Forrester also introduced a new sales methodology. Thes...e changes supported Atlassian’s customer-first mission. Atlassian’s sales enablement leader praised Forrester’s role in these improvements.
Shell's DIY Citizen Developer Program empowered 4,000 employees, improving business value and culture through zoned governance and local community support.
Hospital & Health Care Case Studies and Success Stories with Forrester Analytics
CASE STUDY Quest Diagnostics
Forrester Decisions for Customer Experience helped Quest Diagnostics build a central view of customer journeys. Rob Martinelli, senior director of customer experience, worked with Forrester to map cu...stomer segments and journeys. This work aimed to improve customer experience, loyalty, and retention. Forrester guided the team through a reset and set them up for future success in customer experience.
Forrester helped Ardent Health improve patient experience by mapping the customer journey. Ardent Health worked with Forrester experts to find ways to make care easier to access. The project led to a... big drop in average wait times for appointments, cutting them by almost four weeks. Reed Smith, Chief Consumer Officer, said Forrester felt like part of their team. This work put patients at the center of Ardent Health’s service.
Forrester Decisions helped Wolters Kluwer Health transform its marketing. The company faced new challenges in healthcare buying and needed to align its executive team. Forrester provided research, fr...ameworks, and expert guidance. This support helped with change management and communication. The marketing team improved how it shared value with the market and employees.
Forrester Decisions helped Philips, a global healthcare technology company, adapt to changing healthcare trends. The marketing team worked with Forrester to improve focus and deliver more value. Forr...ester provided an external perspective to keep internal teams aligned. Philips strengthened marketing and sales alignment and tripled its lead-to-opportunity conversion rate. The company also shifted from product-centric to customer-centric marketing with Forrester's support.
Information Services Case Studies and Success Stories with Forrester Analytics
CASE STUDY Forrester Research
Forrester formalized DEI efforts, increasing representation and designing effective DEI programming, measuring progress, and establishing success indicators.
Forrester’s Messaging Nautilus helped Dun & Bradstreet align its commercial sales and marketing team around customer centricity. The tool gave the team a clear reference point to make sure campaigns ...and messaging focused on customer needs. Jen Burns, SVP of commercial operations and marketing, says the partnership with Forrester was a profound experience. Forrester helped Dun & Bradstreet build a strong foundation and plan how to better support customers.
Robins & Day used the privateer model for citizen development, achieving significant digitization and continuous improvement through low-code platforms.
Nissan transformed its customer experience (CX) and employee experience (EX) by revamping seven key customer journeys, resulting in customer growth, cost reduction, and increased retention.
Forrester Decisions helps Michelin's enterprise architecture team reach its KPIs. Enterprise architect Julien Martino uses Forrester to guide and check EA strategies. The team relies on Forrester to ...make sure their technology solutions match business goals. Forrester's support helps Michelin deliver the right technology for its strategy.
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 engage colleagues ...and focus on customer needs. This change led to stronger customer engagement and better campaign results. Chris Yeadon, head of product marketing, reported improved click-through rates and overall campaign performance.
Transportation/Trucking/Railroad Case Studies and Success Stories with Forrester Analytics
CASE STUDY Penske Truck Leasing
Forrester helped Penske Truck Leasing set up a unified quota strategy and clear KPIs for their global sales team. Penske had different sales goals in each region for 50 years. With Forrester, they cr...eated one companywide quota system. This made it easier to align sales teams and set clear expectations. Penske's VP of sales performance says the partnership was critical for their success.
Forrester Decisions helped ArcBest boost sales team productivity. ArcBest wanted to improve sales results. The chief sales and customer engagement officer worked closely with Forrester. He said Forre...ster's support was a game changer. ArcBest achieved strong yearly results with Forrester's help.
Best Buy focuses on customer obsession, enhancing strategy and operations, achieving growth, with only 6% of firms reaching customer-obsessed maturity.
Best Buy focuses on customer obsession, enhancing strategy and operations, achieving growth, with only 6% of firms reaching customer-obsessed maturity.
Forrester Decisions helped Ahold Delhaize define key cybersecurity metrics. The grocery company wanted metrics that matched its business strategy. Forrester guided the cybersecurity team to deliver t...he right metrics to internal customers. This support helped the team show its mission clearly. The partnership built a strong personal connection between Ahold Delhaize and Forrester analysts.
PSE&G worked with Forrester to improve its customer experience strategy. Forrester analysts helped the team refine their approach and gain support across the company. The partnership made customer ex...perience more tangible and encouraged departments to focus on customer needs. PSE&G now talks about the customer more often and values putting the customer first.
Forrester helped Veolia Water Technologies improve customer experience on their website. Susan Roberts, the revenue marketing leader, used Forrester frameworks like Demand Waterfall to guide a digita...l transformation. This made the company faster and more trusted by customers. As a result, Veolia secured a $10 million deal after three years of building trust and better response times.
Forrester Decisions helped BC Hydro & Power Authority build a customer-first culture. The company used Forrester's step-by-step playbook to formalize its customer experience practice. Customer experi...ence became a key part of employee training and onboarding. Employees who excel in customer experience now receive recognition in company awards. The CX lead says Forrester's framework made it easier to define their CX strategy and principles.
Management Consulting Case Studies and Success Stories with Forrester Analytics
CASE STUDY DDI
Forrester Decisions helped DDI improve its product management. DDI wanted to better understand its buyers and market. Forrester worked with DDI to compare its product management to peers. The Forrest...er team gave advice and held the DDI team accountable. DDI's product management team became more effective and improved its product.
Forrester Decisions helps Newell Brands' data and IT team show its value. The team uses Forrester to educate the company about data and AI. This builds trust across the organization. The vice preside...nt of information delivery says Forrester helps them communicate their impact.
Forrester Decisions helped Sleep Number upgrade its legacy IT platforms. The CIO of Sleep Number used Forrester's real-world research and best practices. Forrester provided guidance on industry stand...ards and what other companies are doing. The CIO valued Forrester's practical examples for team use. The partnership aimed to bring stability to Sleep Number's IT systems.
Forrester Market Insights helped Siemens AG launch Siemens Xcelerator, an open business platform. Siemens AG used Forrester’s competitive intelligence and market perspectives to support digital trans...formation. Forrester also helped Siemens AG improve its go-to-market messaging and customer communications. Siemens AG built a future fit company that meets customer needs with Forrester’s support.
Forrester helped NAVEX, a governance, risk, and compliance solutions provider, strengthen its value to clients. Kim Blomgren, senior director of global communications, used Forrester's insights to be...tter understand the risk and compliance landscape and AI challenges. These insights led to a new report that NAVEX used to educate clients and prospects. NAVEX improved its reputation as a thought leader in risk and compliance.
Forrester Decisions for Customer Experience helped Dell transform its services organization. Dell built a scalable CX team structure with new teams for mystery shopping, measurement, and communicatio...ns. Kimberly Smith, senior director of CX strategy and operations, credits Forrester for enabling best-practice CX. The team grew and became a powerhouse in customer experience.
Forrester Decisions helped Zebra Technologies improve their digital marketing. Zebra used a data-driven approach to make better decisions. The team focused on understanding buyers and supporting them... through their journey. Forrester helped Zebra align marketing, sales, and product teams. This led to a stronger customer experience and better revenue growth.
Forrester Market Insights helps NTT DATA stay ahead in the market. Jessie Norman uses it daily to learn about trends in product design, application development, and customer experience. She shares in...sights from the research with business stakeholders. The tool helps NTT DATA move from operational to strategic and grow its visibility.
Forrester helped Lightstorm launch Polarin, a network-as-a-service solution, with clear and customer-focused messaging. Lightstorm needed messaging that was unique and easy for customers to understan...d. Forrester worked closely with the team to refine their message at every step. The new messaging now connects with prospects and helps customers see the value of Polarin. Lightstorm’s leadership credits Forrester for challenging their thinking and improving their communication.
F5 Networks wanted to launch a new SaaS-based solution to its existing customers. The company had traditional partners but needed to adapt to a SaaS partner ecosystem. F5 worked with Forrester to und...erstand and use partner ecosystem frameworks. Forrester helped F5 define and execute these frameworks. This support helped F5 bring its partners along on the SaaS journey.
Forrester Decisions helped Equinix improve its channel partner engagement program. Equinix wanted to revamp its partner portal and boost partner enablement. Forrester worked with Equinix to build a s...trong case for change. The senior director at Equinix called Forrester indispensable. The partnership led to a better strategy for engaging channel partners.
SAP Concur worked with Forrester to drive marketing innovation. The partnership helped SAP Concur address changes in buyer behavior and adapt to new technologies. Forrester provided actionable and pr...actical insights. The collaboration increased innovation and alignment in SAP Concur's marketing team. Marketers at SAP Concur became more excited about leading industry change.
Forrester helped Sopra Steria Group build its Digital Banking Experience (DBX) initiative. Sopra Steria wanted to help banks compete in a digital-first world and become a trusted authority in banking.... Forrester worked with them to create surveys, yearly reports, and digital maturity tools. The DBX suite became a key marketing and retention tool, generating new business worth hundreds of thousands of euros each year. It also boosted Sopra Steria’s reputation as a digital banking thought leader in Europe.
Cisco Quad improved employee productivity by offering customized, aggregated, relevant, and social (CARS) experiences, accessible via multiple devices.
Forrester Decisions helped HCL Technologies improve its digital marketing strategy. HCL’s VP of digital marketing worked closely with Forrester to shape new approaches. The partnership gave HCL tools... to lead digital marketing more effectively. The collaboration made it easier for HCL to co-create solutions and reach their goals faster.
Forrester helped Red Hat improve its marketing ROI in the Asia Pacific region. Red Hat used Forrester’s expertise to make better investment decisions for its account-based marketing program. Todd Bat...es, director of enterprise marketing, said Forrester helped benchmark Red Hat against top performers. Red Hat also saw qualitative benefits like stronger brand reputation and better customer relationships. Forrester acted as a trusted advisor for Red Hat’s marketing strategy.
Forrester helped Medidata shift from a product-centric to a customer-centric marketing approach. Medidata wanted to focus more on customer needs in their campaigns. Forrester provided an unbiased per...spective and shared insights from other B2B companies. This partnership enabled Medidata to create holistic, audience-focused campaigns and simplify how they measure results.
Software AG used Forrester’s customer experience research to improve how they collect and use customer feedback. Adam Camm, program director for customer experience, says this helped the company act ...fast and see real financial benefits. The focus on customer feedback led to quick wins. Software AG saw measurable gains by investing in customer experience with Forrester’s help.
Twilio used Forrester to boost its brand awareness. Twilio wanted to reach more marketing and customer experience professionals. Forrester helped Twilio align its regional and global marketing teams.... They used common frameworks and tools. This alignment helped Twilio move toward its brand awareness goals.
Forrester helped Fujitsu Australia Limited transform its marketing to support a new go-to-market approach. The company faced a tight deadline to align marketing with a new sales model. Forrester used... its Eight C’s of Effective Organizational Design model to audit and restructure the marketing team. Fujitsu rewrote job descriptions and improved team alignment. As a result, marketing’s value increased, the team secured more funding, and brand awareness grew.
Forrester Market Insights helps Kontent.ai make smart business decisions. Kontent.ai uses Forrester data to check its strategies and build trust in the content management market. The VP of growth and... marketing says Forrester's insights are key for the team. This support helps Kontent.ai grow and connect with more clients.
Illumio used Forrester's analyst services to better understand its market position. Forrester helped Illumio, a microsegmentation solutions provider, develop a stronger strategy. Illumio aimed to rea...ch new markets with this guidance. The relationship with Forrester analysts improved over time. Illumio gained a more comprehensive view of its opportunities.
VMWare Tanzu used Forrester to change their marketing strategy. They moved from focusing on individual leads to targeting buying groups. Forrester helped the team understand buying group behavior. Th...is made it easier for sales to engage prospects. The marketing team got more support from management with Forrester's help.
Forrester Decisions helped RCG Global Services build a strong B2B brand strategy. RCG's SVP and CMO, Rachelle McLure, worked with Forrester to improve brand impact and marketing campaigns. Forrester'...s analysts listened and gave custom advice for RCG's needs. This support helped RCG reach the right audience and set up predictable growth.
Financial Services Case Studies and Success Stories with Forrester Analytics
CASE STUDY Best Egg
Best Egg used Forrester Decisions for Customer Experience to improve its customer experience strategy. The Chief Customer Officer worked with a Forrester Executive Partner to find and fix friction po...ints. They changed how the company thinks about and solves customer problems. Leadership got new tools to keep making CX better. This helped Best Egg become more focused on customers in financial services.
CASE STUDY Macquarie’s Banking and Financial Services Group (Macquarie BFS)
Macquarie BFS achieved scalability, resilience, and improved customer satisfaction by adopting a cloud-native tech stack, becoming a finalist for Forrester’s 2023 Technology Strategy Impact Award.
Navy Federal Credit Union’s exceptional employee experience drives its leading customer experience, consistently making it a top performer in Forrester’s Customer Experience Index.
Forrester Decisions helped Nationwide Building Society move to a data-driven application management approach. The IT team faced challenges in adopting data-driven strategies for managing their applic...ation portfolio. As a Forrester client, Paul Ballard, technology strategy and enterprise architecture director, gained the data and insights needed for confident decisions. Forrester acted as a copilot, supporting Nationwide in their application modernization strategy. The case highlights the value of research and expert guidance for technology leaders in banking.
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 prais...ed the work. The project focused on aligning technology with business needs.
TD Bank used Forrester’s customer experience solutions to improve their CX measurement strategy. They put customer experience metrics into incentive compensation for all employees, from frontline sta...ff to the board. Forrester’s advisors helped TD Bank refine their CX approach and align teams across the company. This strategy made customer experience a key part of daily operations at TD Bank.
Forrester’s benchmarking tools helped Banorte improve its digital banking experience. Rafael Fragoso, head of digital banking, used these tools to understand customer needs and make targeted changes.... Banorte achieved a client attrition rate of less than 2%. The bank also saw a big increase in digital channel usage. Forrester helped Banorte track key metrics and guide decisions.
Consumer Electronics Case Studies and Success Stories with Forrester Analytics
CASE STUDY Best Buy
Best Buy used Forrester’s research and customer experience expertise to become more customer obsessed. The company wanted to put customers at the center of its leadership, strategy, and operations. F...orrester helped Best Buy build a vision for customer obsession and connect employee experience to customer experience. As a result, Best Buy improved retention, loyalty, and buying experiences. The company won Forrester’s Customer-Obsessed Enterprise Award for North America in 2023.
Sony Corporation of America wanted to improve its data strategy for a world without third-party cookies. The company worked with Forrester to focus on zero- and first-party data. Forrester also helpe...d Sony choose the right customer data platform. Sony saw a big increase in return on advertising spend. Customer retention and loyalty also got stronger.
Health, Wellness and Fitness Case Studies and Success Stories with Forrester Analytics
CASE STUDY Verato
Forrester Decisions helped Verato, a healthcare technology platform, build a strong marketing infrastructure. Verato needed support for rapid growth. Forrester guided the company on new roles, staffi...ng, and organization structure. The partnership helped Verato's CMO make better decisions and support company success.
Computer & Network Security Case Studies and Success Stories with Forrester Analytics
CASE STUDY TXOne Networks
Forrester Decisions helped TXOne Networks, a Zero Trust solutions provider, align its product messaging. The team gained direct access to professionals in their target market. This helped TXOne creat...e unified messaging based on real customer needs. As a result, TXOne saw better traction and a message that resonates more with prospects. Dan Cartmill, senior director of global product marketing, shared these results.
Forrester helped Thales improve its partner strategy. Thales wanted to make its distributor network stronger. Forrester gave the team insights and step-by-step guidance. This support helped Thales re...think its approach and use its partner network better. Thales credits Forrester for helping them make key decisions.
Forrester Decisions helped Lockton build a global project management office. Julia Klaas, senior vice president of IT governance at Lockton, wanted an external partner to review and validate her PMO ...strategy. Forrester provided guidance sessions and expert advice. This partnership helped Lockton bring a global PMO vision to life. Klaas valued the depth of information and support from Forrester.
Marketing and Advertising Case Studies and Success Stories with Forrester Analytics
CASE STUDY Merkle
Forrester helped Merkle shift its go-to-market strategy from traditional marketing to focus on the experience economy, including e-commerce and CRM. Peter Rogers, EVP and head of data and technology ...at Merkle, worked with Forrester to understand the market, buyers, and competitors. Forrester provided insights into IT buyer needs and priorities. This partnership helped Merkle develop and roll out a new strategy for success.
Forrester helped Anteriad shift its marketing focus from new-logo acquisition to cross-sell and upsell. The Forrester team improved communication and partnership between marketing and sales. They hel...ped Anteriad interpret buying signals and identify buying groups. Forrester added rigor to Anteriad's measurement process. Anteriad can now measure marketing success by deal velocity, deal size, and other indicators more effectively.
Government Administration Case Studies and Success Stories with Forrester Analytics
CASE STUDY City of Dallas
Forrester helped the City of Dallas improve IT support for its police department. Brian Gardner, interim CIO, focused on better communication between IT and the police. This led to faster and more ef...ficient IT requests. The police department became more effective as a result. Forrester's guidance played a key role in this success.
Forrester frameworks helped Cart.com align its go-to-market approach. Cart.com unified pricing, operations, and messaging after many acquisitions. The company improved customer segmentation and targe...ting. Marketing-sourced pipeline grew from 72% in Q4 last year to 110% in Q1 this year. This increase helped Cart.com meet bigger company goals.
Forrester Decisions helped NRG shift its approach to customer relationship management. Suzie Dieth, home chief experience officer at NRG, made customer relationship management a core part of operatio...ns, not just a task for frontline agents. Forrester supported NRG by understanding their goals and providing research and frameworks. This partnership helped NRG achieve a successful culture change in customer experience.
Forrester Decisions helps Panasonic Connect build a data-driven marketing culture. The team uses Forrester's industry standards and best practices to guide their strategy. Reports on brand architectu...re validate their direction and boost team confidence. Padmaja Ravikumar, senior business analyst, values analyst validation for decision making. The solution supports strategic progress and benchmarking against peers.
