Frederic Giron

I love going to Japan, where everything works flawlessly and where customer obsession, or “omotenashi,” is deeply engrained into the culture of every institution: This is where, for instance, train operators apologize when their trains leave the platform 25 seconds earlier than scheduled. It’s also an economy stifled by a widespread risk-averse culture, a shrinking […]

“Now, here, you see, it takes all the running you can do, to keep in the same place. If you want to get somewhere else, you must run at least twice as fast as that!” — the Red Queen, Through The Looking-Glass I was reminded of this quote from Lewis Carroll’s book when analyzing the results […]

There’s a sense of urgency in Asia to capitalize on AI, not only to compete but to lead globally. Appier, established six years ago in Taiwan, is one of these firms. I recently attended its first analyst event in Taipei to better understand how the company approaches the AI opportunity and helps its clients deliver […]

Forrester’s Predictions 2018: A Year Of Reckoning calls out a looming digital crisis: Globally, more than 60% of executives believe that they’re behind in their digital transformation plans. The situation is similar in Asia. Our recent report, “Advance Your Digital Maturity In Singapore And Hong Kong,” indicates that most of the firms operating in two […]

“It would be wrong to think that there is an end date on our digital transformation. We will never go back to how we used to work.” This is how the head of strategic transformation at Poland’s Bank Zachodni WBK thinks about the bank’s current digital transformation. And in recent discussions with more than two […]

July 27th marked Amazon’s first e-commerce official foray into the 640 million people strong region. It launched its Prime Now app in Singapore with a compelling two-hour delivery offering that signals a new era in the region’s digital landscape. We see the impact of Amazon’s move not only on the e-commerce and retail industries, but […]

Jointly hosted by Forrester and CMO Innovation, the inaugural Digital Marketing Awards Asia 2017 aims to inspire marketers in Asia by highlighting innovative approaches to and best practices for digital marketing. We’re looking for exciting B2C or B2B digital marketing programs that clearly deliver on business goals. To determine the winners of the Digital Marketing Awards […]

Like many organizations, Telefónica is going through a digital transformation. Our new case study “Telefónica Digitizes Its Operations In Service Of The Customer” investigates the approach that Telefónica has taken to prepare for digital transformation, including the impact of its transformation strategy on its customer experience, its operational setup, and its organizational transformation. Here are three key […]

Forrester just released our forecast for business and government purchases of technology goods and services in Asia Pacific (AP) markets. CIOs in the AP region will continue to face a business environment of high uncertainty and modest economic growth in 2017, with 3% growth in tech spending. Better economies in 2018 will push growth closer […]

Some of you may have seen my earlier blog post on why you should attend CX Marketing Singapore 2016! Our annual Forrester Singapore event returns in less than two weeks, and I’m excited to hear from our own Forrester experts as well as esteemed industry speakers on how customer experience is and will continue to […]

Customer experience (CX) and marketing leaders, mark your diaries! I’m excited to announce that Forrester’s CX Marketing Singapore 2016 event is less than six weeks away. As all organizations operating in Singapore and in Southeast Asia understand, CX is fast becoming the only competitive differentiator for their business. The lines between brand, marketing, and CX […]

Digital transformation is about reinventing the business model of your company. It’s an end-to-end transformation that moves at only one speed: the speed of the customer. Back-end systems are not immune from these pressures, somehow shielded from change as customer-facing systems and processes innovate quickly to keep up with fast-changing customer behaviors. Forrester believes that […]

From discussions with our clients in the financial services industry (FSI) in Asia Pacific, we’ve noticed that their digital agenda has changed dramatically over the past 18 months, shifting from a consideration of acquisitions and distribution channels to a broader business transformation imperative. In fact, leaders at banks and insurance firms are increasingly realizing that: […]

Over the past month, I participated in predictive analytics events in Indonesia and Thailand organized by SAP with about 70 regional CIOs. There is a palpable excitement around predictive analytics these days, but I see a risk that, beyond the excitement of the demo and first implementations, a number of these advanced analytic tools remain […]

Earlier this week, TCS launched its CrewCollab Solution at the Singapore Aviation Festival. The sector has attracted a lot of investments from service providers lately with companies like NIIT Technologies, Pactera, Hexaware and others strengthening their portfolio of software assets for airlines. The TCS CrewCollab mobile solution – co-developed in partnership with Singapore Airlines – […]

While Malaysia's tech services market is mature compared with other fast growing ASEAN markets like Indonesia, it remains very fragmented. Some vendors also tout capabilities in technology services that fall outside of their core competencies and for which they have not yet developed a strong track record. The fast-rising digital expectations of business stakeholders are […]

I cannot believe it’s been a month already since the Forrester CIO Summit took place in Singapore. As usual, it was a great forum to exchange views with you, Singapore-based and other regional technology management leaders, on what is keeping CIOs busy these days: the digital transformation of their enterprises. Following these exchanges and my […]

In a recent report on next-generation services, I give several examples of how tech services firms are reinventing their operating models and value propositions to provide a new path to digital transformation to their clients. Interestingly, many such initiatives are coming either from very large service providers like Accenture or from small specialists like VMob, […]

It’s a fact: Marketers in Asia purchase digital technologies without involving the tech management department. They do it because they believe that: Digital technologies are key enablers of successful marketing strategies. Customers in Asia Pacific in general, and in Singapore in particular, are always connected and empowered by technology to access the right information in […]