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CX SF 2019: Step Up To The High-Stakes Future Of Experience Design
How do customers judge the quality of experiences? Many firms don't know, which can inadvertently worsen their CX performance.
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Tap Consumer Energy To Drive Sustainable Innovation In Singapore
Singapore is recognized as one of the world’s most innovative hubs and as an innovation powerhouse in Asia: The 2018 Global Innovation Index ranks Singapore as the fifth most innovative market out of 126 global economies analyzed, and Singapore’s recently launched S$1 billion innovation fund establishes innovation as a key lever to economic growth and […]
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US CX Index 2019: Where Brands Are And How They’ll Excel
Forrester’s US CX Index™ 2019 revealed a modest increase in overall quality, with no brands achieving an “Excellent” score. VP, Research Director Harley Manning and Director, CX Analytics Michelle Yaiser delve into what’s behind the slow pace and how brands can accelerate.
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The Future Of Work
Forrester thought leaders discuss future-of-work strategies that are tangible, measurable, and tested.
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Don’t Waste Your Creativity Spend As You Fight Digital Sameness
Is your CMO considering shifting investments in marketing technology toward the services of creative agencies, as Forrester recommends? You should find out — because one of two possible scenarios will play out. The winning scenario: If you 1) boost your internal design team and better integrate brand; 2) contract with firms that apply human-centric design; and […]
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The Rising Tide Of Ransomware Requires A Commitment To Best Practices
Last week, the United States Conference of Mayors adopted a resolution against paying ransoms. What’s interesting about this is it’s creating what is essentially a vertical front of communities against ransomware. It may well disincentivize attackers from targeting US towns and cities. I’m hopeful and encouraged by this action, but I worry that this resolution […]
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The Canada Customer Experience Index, 2019: Canada’s Best Year Yet
Modest Gains Amidst Stagnation Give Canadian CX Its Best Year Yet Forrester’s 2019 Canada Customer Experience Index (CX Index™) reveals that the overall quality of the Canadian customer experience rose by 1.2 points, to 67.2. The report is based on Forrester’s CX Index methodology, which measures how well a brand’s CX strengthens the loyalty of […]
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Making The Smart City Safe And Secure
According to UN projections, 68% of the world’s population will live in urban areas by 2050. As cities grow, municipal governments are investing in infrastructure and applications to improve operations, services for constituents, and the overall urban experience. Composed of the internet of things, “smart cities,” aimed to optimize operations, present new security and privacy […]
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CX SF 2019: The Way To Innovate
Companies commonly ask me these innovation questions: What emerging technology should I invest in this year? We’re piloting [new technology] — where do we start? How do we manage innovation when we’re busy with incremental improvements? What this shows is that many companies know that innovation is important — and they’re right. Innovation is crucial […]
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Findings From The US CX Index™ 2019
Read key insights about the state of US customer experience.
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A Pragmatic Guide To Brand Value
The Value Of Brand Valuing a brand can be a deeply divisive exercise. To most marketers, there is an axiomatic simplicity to brand value. Questioning it, or attempting to validate it, can well be an exercise in futility and mathematical mumbo jumbo. Wally Olins (of Wolff Olins fame) once characterized the attempt to “chew [brand] […]
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FORRward: A Weekly Read For Tech And Marketing Execs
What We Don’t Know About Facial Recognition Could Hurt Us This week, on the heels of the viral craze that is FaceApp, we got some disquieting news. It turns out the app developer is based in Russia, meaning that 150 million people’s facial data is now, for all intents and purposes, readily accessible to the […]
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Understand The Location Intelligence Tech Landscape And Get Over Your Maps
Our most recent location intelligence (LI) research takes a deep dive into the LI landscape. The report titled, “Now Tech: Location Intelligence Technologies, Q3 2019,” analyzes 34 different players in the location intelligence market. We describe the key capabilities, the emerging market categories, and how the main LI players break down based on their tech […]
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Prioritize Customer Value, Not Just Customer Experience
Eighty percent of marketing decision makers say that improving their customers’ experience is their top priority (it falls second place to “grow revenue” in popularity — 87% of marketing leaders call that their top imperative), yet our research shows that customer experiences (CX) aren’t getting better — even though there seems to be increased emphasis (and […]
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How CIOs Can Internally Drive Their Shift To #DigitalTransformation Driver
#CIOs who are looking to be the agents of #DigitalTransformation but aren’t perceived that way can overcome this — by taking a few key actions. And to learn more, read myself and David Johnson’s latest #Forrester report.
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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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HP’s Transformation Was A Win For Customers, Culture, And Cost Savings
External market factors can make business success seem out of your control. But HP Inc. found that even in a difficult market, a well-established business can uncover opportunities for cost-saving efficiencies that also contribute to delighting the customer. Their approach was to create: Alignment on definitions of the customer and the customer’s experience. Governance that […]
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Planes, Fuel, Seats, Bags, Meals, And Airline Profit — But What About CX?
True Or False? — Passenger Experience Drives Airline Profit! If you’d like to test yourself and your customer experience (CX)/marketing department on how well you can attest to the truth in the above statement, ask yourself: “How much is CX improvement worth in annual profit?” and, conversely, if you’re in a finance role, ask: “How […]
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Do Your Company’s Research Practices Lead To Better Decision Making?
“Understand your customers! Do research!” Anyone who has paid even a passing glance to the world of customer experience and user experience over the last decade has surely heard this mandate is one form or another. And while I’m happy that so many people are recognizing the value of research as a key to business […]
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Customers Value Sustainability — Brands And Retailers Must, Too!
Is it just us, or is the conversation about retail social and environmental impact getting louder? My colleague Luis and I are certainly hearing a lot more about it. These are not new topics, of course, but there is a renewed fervor and tone: from documentaries on plastic in the ocean and calls from celebrity […]
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Why Temenos’ Acquisition Of A Small AI Software Vendor Is Relevant Beyond The Size Of Its Business
Temenos has announced that it has acquired Logical Glue, a small vendor of financial-services-specific AI software covering use cases like credit scoring and underwriting. While Logical Glue has been successful on its own, Temenos has not acquired the firm because of the size of its business: Temenos is positioning the acquired software capabilities as an […]
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The Future Of IT
Tech-driven innovation will revolutionize the business.
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The Security Snapshot: Forrester Time Machine
At Forrester, it is our goal to be ahead of the market trends so we can advise clients on what is to come and how they should prepare. Each year, we publish a series of predictions reports about what may be of primary concern for various roles over the course of the coming year. Rather […]
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Value For Customers: The New Frontier For CX Professionals
Most firms love to talk about the value of customers but don’t get value for customers right. That’s ironic because customers that get value create business value in return by increasing profitability and market share. Academia has written about value for customers for decades. But businesses have been sluggish and incomplete in applying it. We […]
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You Need A Design System — Here’s Why
A recent study on design maturity from InVision revealed something really interesting: that design team size is not predictive of a design team’s maturity. That is, it’s possible to dedicate a lot of headcount to design but still see limited benefits on business outcomes. Not only did they find there’s not a correlation, but they […]
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One Medical Bridges Digital And Physical Experiences Inside — And Outside — The Doctor’s Office
One out of two US consumers encountered some type of setback or frustration with their healthcare.[i] While that captures just one moment in time of a consumer’s dissatisfaction with the patient experience, it’s safe to say that this has been the norm for years. The patient experience is broken. There’s a silver lining, though. The […]
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Security Budgets In Asia Pacific, 2019
It has taken me 15 months and a LOT of travel, listening, and talking to feel confident enough to write this research for APAC. APAC is a unique region in its cultural, geographic, regulatory, security maturity, and economic diversity. Writing anything APAC-related (at least for me) meant that I needed to understand the region with […]
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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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Low-Code Platform Pricing Is Broken
I am one of the 64% of developers who have yet to adopt a low-code development platform. My friends at other companies have implemented one of these platforms and report great results — much faster software delivery and happy business colleagues. We should also adopt, but my boss will ask a question I can’t answer: […]
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The Forrester Wave™: Loyalty Service Providers, Q3 2019 Is Now Live
Consumers are connected, empowered, and experimental. And loyalty programs aren’t as effective at driving emotional loyalty as marketers would like: Less than half of consumers agree that programs make them feel more loyal to a brand. This reality makes loyalty harder than ever to earn. Brands need strategic guidance to make the most of their […]
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FORRward: A Weekly Read For Tech And Marketing Execs
Strategic Use Of Sponsorships Earns Nike The Marketer’s Golden Boot Turns out Nike was not an official World Cup sponsor — could have fooled us. Nike dominated viewer attention just as the US women dominated the field. According to social listening platform Talkwalker, Nike owned >48% of sponsor social mentions during the tournament. The cleverness […]
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