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Two Big Answers Emerged From The US CX Index For 2019

Harley Manning June 11, 2019
The journeys of Whole Foods and Southwest Airlines exemplify lessons brands can learn from 2019’s CX Index results.
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You Can’t Ignore GDPR In Customer Service

Art Schoeller 1 day ago
Many organizations, particularly in North America, think that the EU’s General Data Protection Regulation (GDPR) doesn’t apply to them. On May 25, 2018, the day the GDPR went into effect, I happened to be in Canada doing an in-person workshop with a large financial services client. In a session about contact center trends, I mentioned […]
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After A First Date, Would Your B2B Website Get A Second?

Laura Ramos 2 days ago
More than 500 B2B marketers told Forrester that their company’s website is the most effective demand generation tactic for building awareness and increasing consideration.[i] This same study shows that B2B websites surpass digital advertising, search engine optimization, sales enablement, partner enablement, or events for early-stage demand-gen effectiveness. This means your website is likely to be […]
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Transformational Change Requires New Skills

Empower your employees with Forrester’s learning offerings.

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It’s Here: The 2019 Forrester Global Map Of Privacy Rights And Regulations

Enza Iannopollo 3 days ago
Security and risk leaders consistently rank compliance with global privacy regulations as one of their top three challenges. To help them, Forrester periodically updates our map of global privacy rights and regulations. We released our 2019 version today. This year, we included 61 countries, adding Kuwait, the Philippines, Qatar, Saudi Arabia, Sri Lanka, the United […]
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PODCAST

How Lloyds Uses Privacy As A Differentiator

What It Means June 20, 2019
Privacy regulations can seem like a hassle. But if you want to grow customer affinity, privacy can be a strategic strength. Lloyds Banking Group Experience Strategist Laurent Christoph and Forrester VP and Principal Analyst Fatemeh Khatibloo explain how Lloyds uses privacy as a differentiator.
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Facebook’s Libra Needs To Answer Three Questions

Meng Liu June 19, 2019
On June 18, Facebook officially launched its Libra cryptocurrency project, which aims to leverage blockchain technologies to create a new stable cryptocurrency backed by a basket of fiat currencies. Facebook says its aim is to enable accessible and affordable digital payments for billions of people, including un-/underbanked people across the world. It aims to make […]
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Will Facebook Survive?

What It Means 4 hours ago
For 18 months and counting, Facebook has been rocked by constant scandals. Senior Analyst Jessica Liu explains that Facebook will be fine in the short term. But in the long term . . . maybe not so much.
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Cut Through The Chatbot Hype To Find The Right Conversational AI Solution For You

Ian Jacobs 17 hours ago
In this short take, I discuss the lessons learned from evaluating 14 vendors for the Forrester New Wave™: Conversational AI For Customer Service, Q2 2019. Check out the video below. For more insights, Forrester clients can dig into the full evaluative research here. And if you have more questions, reach out via inquiry.
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Findings From The US CX Index™ 2019

Read key insights about the state of US customer experience.

VIDEO

Create More Video To Engage Your B2B Buyers

Nick Barber 17 hours ago
If a picture is worth 1,000 words, then what is a video worth? 100,000? 1 million? The human brain processes video 60,000 times faster than text, so that’s a whole lot of words. B2B buyers are wired to deal with visual information and to remember stories. Reading large blocks of text is the type of […]
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Leading Australian Banks Continue To Raise The Bar — But Many Mobile Banking Experiences Continue To Miss The Mark

Zhi Ying Barry 1 day ago
(Coauthored with Riccardo Pasto, senior analyst and Seles Sebastin, senior research associate) It’s that time of the year again — a cold and wet June in Sydney as we try to survive another winter. The good news is that we’re bringing some warmth and cheer to this cold winter: The Forrester Banking Wave™: Australian Mobile […]
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Three Things To Know About UserZoom’s Acquisition Of Validately

Kelly Price 1 day ago
I spoke with UserZoom CEO Alfonso de la Nuez Monday about his firm’s announcement last Thursday that it has acquired Validately. Why? Because many companies ask for my help selecting a usability testing vendor, and the first thing I ask them is what they need the tool to do. Do they need moderated and unmoderated […]
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New Research: In Adtech, Omnichannel Remains In The Eye Of The Beholder

Joanna O'Connell 1 day ago
Omnichannel — it’s everybody’s favorite word these days. But whenever I hear it, I am reminded of the sage words of “The Princess Bride’s” indefatigable Inigo Montoya, “You keep using that word. I do not think it means what you think it means.” And the adtech industry is no exception. It’s not that they don’t […]
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Innovation, Data, And UX Archeology At UX STRAT Europe 2019

Karine Cardona-Smits 2 days ago
I am back from two days at UX STRAT 2019 — a conference that gathers an international community of design leaders and experience makers. This single-track conference offers presentations about the latest trends at the intersection of business strategy, user experience (UX), product, and service design. The three big takeaways for me this year are […]
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A Call To Action For Marketers

Marketers have eroded customers’ trust in their quest to know them better. What’s the best path forward?

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Can Publicis Sapient And John Maeda Supercharge The Average Company?

Andrew Hogan 2 days ago
Last week, Publicis Sapient named John Maeda its chief experience officer. You might be thinking “Who?” if the rise in business’ focus on design has escaped your radar. Well, Maeda is a world-renowned design leader with a sterling résumé, including an MIT Media Lab professor, president of one of the top design schools in the […]
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FORRward: A Weekly Read For Tech And Marketing Execs

Matthew Guarini 3 days ago
CMOs Must Balance Technology And Creativity Spending Marketers are overfunding technology and underfunding creativity. Forrester forecasts that spending for adtech, martech, data, and analytics will grow between 9% and 11%, while spending for agencies will grow a mere 2.4%. Consequently, the experiences that marketers create are built on the same common technology platforms, solve the […]
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Navigate Forrester’s Data Economy Research

Jennifer Belissent, Ph.D. 6 days ago
It’s not hard to see the signs that the data economy is heating up. Virtually all decision makers want to be insights-driven. They mine their own data, yet increasingly they want incremental insights that drive further differentiation and competitive advantage. External data hunting is on the rise: 56% of decision makers say their firms are […]
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Game Of (Rods And) Cones: Will Computer Vision Rule The Enterprise?

Kjell Carlsson, Ph.D. 6 days ago
(Jeremy Vale coauthored this post.) Brace yourself: Computer vision is coming. “The Long Night” is finally over, and enterprises see the opportunity more clearly than ever. With AI replacing biological rods and cones, computer vision is now a must-have weapon in every firm’s arsenal. Computer vision solutions are spreading like wildfire. While use cases such […]
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How To Improve UX For Employees

Andrew Hogan June 19, 2019
Recently, I attended Rosenfeld Media’s Enterprise Experience conference as an input to research I’m conducting about enterprise user experience (UX). My three top takeaways about how to improve UX for employees: Use Sense-Making To Bring Order To Chaos Tatyana Mamut, Nextdoor’s chief product officer, captured a widespread sentiment at the event about the importance of […]
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Breakthrough Or Bust: Understand And Master Consumer Energy

Discover the underlying forces that compel consumers toward or away from a brand experience

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Waste Not, Want Not: Can Food Tech Help?

Jennifer Belissent, Ph.D. June 19, 2019
As the saying goes, if we waste now, we might want it later and regret the waste. Well, it’s even worse than that in the global food system. We waste now, and we want it at the same time. One of the paradoxes around food is that we have both too much and too little […]
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The Future Of Facebook, Inc.: Short-Term Gain, Long-Term Pain

Jessica Liu June 19, 2019
Based on the many press inquiries we’ve received at Forrester, the industry is keen on predicting Facebook, Inc.’s immediate demise. (Note: Facebook, Inc. is inclusive of the Facebook app, Messenger, Instagram, WhatsApp, and its other apps, services, and hardware. We simplify and call it “Facebook” for the purposes of our research.) But not so fast. […]
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DTC Disruptors Solve Three Escalating Tensions In Consumer Decision Making

Anjali Lai June 19, 2019
Direct-to-consumer (DTC) disruptors are storming onto the scene and growing at a rapid clip, proving that the improbable can become reality overnight: Few expected that buying mattresses out of a box or discovering personal eyewear styles from the comforts of home would become commonplace consumer behaviors, let alone business model blueprints with skyrocketing valuations. DTC […]
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The State Of Social Advertising: Pretty On The Outside, Ugly On The Inside

Jessica Liu June 19, 2019
On the outside: Social media’s total global advertising spend is expected to balloon to $110 billion by 2022 (with Facebook taking 75% of the global spend market). Social networks are happy. Investors see dollar signs. Marketers feel justified in their spending. On the inside: Social media’s underbelly conveys a picture of turmoil. Consumers can’t quit […]
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What Can You Learn From Digitally Advanced Firms?

Ted Schadler June 19, 2019
Welcome to this episode of FORR in 3. In this video, Amanda LeClair and I discuss whether digital maturity matters, based on our survey of almost 800 enterprises in North America and Europe. (Spoiler alert: It does matter.) For example, unlike digital beginners, which often pursue initiatives in an uncoordinated way, advanced firms treat technology […]
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The Future Of IT

Tech-driven innovation will revolutionize the business.

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Hardwire CX To Financial Performance In The Financial Services Sector

Tom Mouhsian June 19, 2019
Business leaders in the financial services (FS) industry are used to tracking success with measures that reflect shareholder, investor and market regulator values like return on equity, net profit, assets under management and capital adequacy ratio. This is the ‘money story’. However, most don’t always know how these important measures are affected by customer experience (CX) and customer engagement, or the ‘customer story’.
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The Cost Of Losing Creativity

Jay Pattisall June 18, 2019
  Agencies’ creative perspective, the very currency of the business, is at risk and can only be realized by shifting billions from tech to fund creative differentiation. “The value of agency creativity is at risk of disappearing.” The marketing industry is woefully out of balance, from agency/client relationships to new business requirements and compensation. The […]
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Protect Your Customers’ Lives Via Tech-Driven Innovation

James Staten June 17, 2019
As you heard from us at last month’s Digital Transformation & Innovation 2019 Forum, all your innovation investments and efforts should be focused on addressing customer experience needs and challenges. For nearly every industry, a key aspect of this is proactively addressing any health issues or risks your customers face or may encounter in the […]
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