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Forrester Can Help You Craft Your Customer Obsession Strategy

Shar VanBoskirk August 4, 2020
In my research, I found that customer obsession was the good idea that everyone agreed with, but no one knows how to do. Let's change that. Read our new, complimentary eBook to get an actionable framework for a customer obsession strategy.
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Podcast

Brands, Staying Neutral Is Not An Option

What It Means 6 hours ago
A brand’s silence on social justice issues can be louder than its words. On this episode of What It Means, VP and Principal Analyst Dipanjan Chatterjee explains why brands have to carefully assess what they stand for and communicate that to consumers and employees.
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Blog

What US Health Insurers Can Learn From The CX Leader In The Category

Faith Adams 2 days ago
The approach that Florida Blue is taking to CX is working - and other insurers can learn from it. Learn how Florida Blue achieved a 5.8-point improvement in this year's CX Index.
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COVID-19: Responding, Managing, And Leading During A Pandemic

The latest insights and guidance for leaders to address the growing business and employee experience implications of COVID-19.

Blog

Lean Isn’t Always Lean: There Are Lean Cores And Lean Cores In Banking

Jost Hoppermann 6 days ago
Learn the benefits of dividing traditional core banking solutions into the lean core and the digital core.
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Blog

The Biggest Digital Health Deal Of All Time: Teladoc Health And Livongo Merge To Deliver Proactive, Broad Spectrum Digital Health

Arielle Trzcinski 6 days ago
Telehealth megamerger ushers in a new era of digital health.
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Podcast

The High Cost Of Cutting Marketing Budgets Now

What It Means August 6, 2020
Marketing resources can be easy targets in an economic downturn. Yet these cuts are shortsighted and put companies on weaker footing long-term, say Vice Presidents Laura Ramos and Keith Johnston. Learn what companies and marketing leaders should do instead in this week’s What It Means episode.
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Who Is Responsible For Responsible AI?

Brandon Purcell 8 hours ago
In 2019, we predicted that there will be three high profile AI related PR snafus in 2020. It’s only August and we’ve already seen plenty of examples of AI going wrong –  the ACLU sued facial recognition provider Clearview for violating a well-known Illinois state biometric law in the US, the UK’s Home Office was […]
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Blog

Forrester Reviews And Scores Canadian Mobile Banking Apps: What We Learned

Peter Wannemacher 14 hours ago
For over a decade, Forrester has conducted an annual review of banks’ mobile apps. My colleague Gina Bhawalkar and I recently published our most recent research, in which we evaluated and scored the mobile banking experiences of more than a dozen banking brands’ apps across the US and Canada. In Canada, we looked at the […]
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The Rise Of Employee Power And Data In The Future Of Work

Discover how the tsunami of employee data and the rise of employee power will impact your organization and how you can prepare.

Blog

Forrester Reviews And Scores US Mobile Banking Apps: What We Learned

Peter Wannemacher 15 hours ago
For over a decade, Forrester has conducted an annual review of banks’ mobile apps. My colleague Gina Bhawalkar and I recently published our most recent research, in which we evaluated and scored the mobile banking experiences on more than a dozen banking brands’ apps across the US and Canada. In the US, we looked at […]
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Blog

Channel Reimagines Physical Events, Looking To Reopen Slowly

Jay McBain 2 days ago
This week, we have seen two examples of physical channel events take shape after almost six months of virtual. In earlier research around communities, I have pointed to the 150 events per year that were happening before COVID-19. Most of these events carried on virtually, with mixed results. In most cases, vendors didn’t get the […]
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Blog

The New Normal For Customer Experience: Join Our Keynote At Summit Asia Pacific

Tom Mouhsian 2 days ago
As the pandemic peaks and wanes, businesses rethink their customer experience strategies and engagement models throughout the entire customer lifecycle – for some the change is a radical one. The immediate urge to ensure their own health safety means that customers may temporarily sacrifice their personal comfort, but they will demand more trust and reliability from companies they choose to do business with.
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Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins 3 days ago
Mobile Advertising Comes Under Scrutiny Most data deprecation discussions center on cookies and web browsers. But two recent moves broaden the aperture to include mobile environments, too. First, Apple announced iOS 14, which will prompt users on whether they want to let an app track them or “ask app not to track.” If a user picks the latter, the app can’t […]
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Blog

There’s A Growing Blind Spot For Your Security Team During The Pandemic — IoT Devices

Christopher Sherman 3 days ago
Businesses may not be able to dictate what devices employees keep on their home networks, there are still many options available to IT departments to protect company assets.
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Sales Activity Study

Identify productivity roadblocks for your sales reps and start paving the way to greater efficiency.

Blog

One Hand To Shake Beats One Throat To Choke

Glenn O'Donnell 6 days ago
The days of technology buyers treating their tech providers as "vendors" are gone. Learn the mutual benefits of treating your technology providers as partners.
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Blog

Get Smart On CX Teams: An Interview With DoorDash

Angelina Gennis 6 days ago
Anastasia Zdoroviak is senior manager of customer experience (CX) at food delivery technology company DoorDash. We spoke about the approach of the CX team and how they make sense of the different customer types that influence each other’s experiences. AG: What is the structure of the DoorDash CX team? AZ: When I joined DoorDash as […]
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Video

Invest In The Right Technologies To Develop Your Financial Well-Being Program

Aurelie L'Hostis 7 days ago

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Blog

Third-Party Risk Management: You Can’t Outsource Your Way Out Of Accountability

Alla Valente August 5, 2020
Firms have been outsourcing systems, business processes, and data processing activities to third-party service providers (TSPs) for years, but they are only one category of relationships that introduce risk into the enterprise. Now, firms are more dependent than ever on the vast network of third-party relationships, from vendors and suppliers to digital marketing agencies and […]
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Blog

My Reflections From The 2020 European MSSP Forrester Wave™

Paul McKay August 5, 2020
My first refresh of the Forrester Wave™ evaluation on European managed security services providers (MSSPs) went live this week. In the previous Wave, differentiators in the market included matured escalation processes enabled by automation, remediation, and chat capabilities, as well as the introduction of mobile apps to improve the user experience. In the current Wave, […]
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Brand and Communications Leaders: Drive Speed, Scale, and Value

Discover how to deliver greater business value by building a natively digital brand and communications approach and tech stack.

Video

The Future Is Here: Google Moves Forward With Its Banking Marketplace

Alyson Clarke August 5, 2020

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Video

Security And Productivity Don’t Have To Be At Odds

Andrew Hewitt August 5, 2020

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Research Collection

Finserv Leaders Must Keep Sight Of The Big Picture In The Midst Of The Pandemic

David Hoffman August 5, 2020
As the COVID-19 pandemic shifts both geographically and in intensity, changes in consumers’ behaviors present financial services companies with new problems and new opportunities. The near-term impact will change the ways these companies interact with their customers, manage their employees, and respond to the market environment.
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Blog

Differentiate Your Brand With Ethical Marketing: Join Me At Summit Asia Pacific!

Xiaofeng Wang August 5, 2020
Late last year, at Forrester’s Asia Pacific Predictions 2020 events, one of the predictions we made was “Leading brands will differentiate with ethical marketing to build long-term value.” Fast-forward to the second half of the year, and we see that COVID-19 is accelerating the trend. Values-based consumers are on the rise, and they will vote […]
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Blog

Rethinking Sustainability In The Middle Of A Pandemic

Oliwia Berdak August 5, 2020
2020 has been a year of reckoning. Sustainability is now a business necessity, not just a differentiator. Finance and technology have important roles to play.
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Webinar

Use Data To Drive CX Project Prioritization

Discover an insights-driven approach to determine which CX projects will have the greatest impact and how to use your resources with maximum efficiency.

Blog

Virtual Event Momentum Will Move Strategy And Tech Forward Rapidly

Laura Ramos August 4, 2020
B2B marketers are turning to virtual event solutions as an alternative to physical conferences and meetings during the coronavirus pandemic. Successful marketers start with strategy and define the customer experience they want their online events to deliver. Technology supports this but is ineffective without a solid strategy and set of customer experience goals.
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Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins August 3, 2020
The Clock Keeps Ticking On Microsoft’s Pursuit To Purchase TikTok In The US Late last year, we predicted that companies like Facebook or Meredith Corporation would court TikTok for acquisition but that its Chinese parent company, ByteDance, would ultimately hold out for an IPO. Now, it looks like we were half right. Increasing scrutiny from lawmakers over data privacy concerns and […]
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Blog

Smackdown! Enterprise Monitoring Vs. TLS 1.3 And DNS-Over-HTTPS

David Holmes August 3, 2020
Technically, the male praying mantis mates for life. If you know anything about the mating habits of the female sex of that particular insect, you now also understand the limitations of the word “technically.” Similarly, technically, TLS 1.3 and DNS-over-HTTPS (DoH) are improvements upon previous technologies that are supposed to improve security. But in reality, […]
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