Michael Barnes

Vice President, Research Director

Forrester Bio

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Evaluating Digital Experience Agencies In Asia Pacific — Providers Have Deep But Diverse Capabilities

Michael Barnes November 28, 2018

Firms across Asia Pacific are actively leveraging digital experience (DX) agencies to design, build, and manage digital customer experiences (CX). But to fully access these benefits, you need to carefully select from a diverse set of providers that vary by size, functionality, geography, and industry focus. Your options include agencies, consultancies, and tech providers that […]

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Forrester’s CX Sydney Forum 2018: Are You Ready To Be Your Firm’s Engine Of Growth?

Michael Barnes March 26, 2018

Believe it or not, it’s that time again: Less than seven weeks until our next CX Forum in Sydney, on May 10. Are you and your team ready? Deep customer understanding — even customer obsession — is now the defining posture of many CX leaders and teams. Successful brands regularly leverage this understanding to deliver […]

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Ready To Get Serious About Customer Obsession? Start By Benchmarking Against Peers

Michael Barnes November 21, 2017

  Firms everywhere are struggling to translate a ‘customer first’ vision into an actionable customer obsessed strategy. Local firms are no exception. As the marketing director for an Australian manufacturer told us: “Translating the rhetoric of ‘customer-first’ into meaningful action and overcoming legacy attitudes remains hugely challenging.” In a recent report, which Forrester clients can […]

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CX Sydney Forum 2017: Guest Q&A With Australia Post’s Christine Corbett

Michael Barnes April 4, 2017

Successful business leaders drive their organizations to create experiences that continually meet or exceed customer expectations. At our CX Forum in Sydney on May 9, Forrester thought leaders and a world-class roster of industry innovators will come together to explore the current and emerging best practices for the design and delivery of exceptional customer experiences […]

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Forrester's CX Sydney Forum 2017: Deliver Exceptional Digital Customer Experiences . . . Or Else!

Michael Barnes March 22, 2017

We’ve been busy finalizing the agenda and speakers for the forthcoming CX Forum in Sydney on May 9. That’s only eight weeks away! Our focus this year is on exploring the current and emerging best practices for the design and delivery of exceptional customer experiences in digital channels. To put it more simply, we’re going way […]

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Forrester’s Next-Generation Financial Services Summit Sydney Is Almost Here

Michael Barnes July 11, 2016

Business leaders in the financial services industry (FSI) know that digital isn’t the future — it’s the present. How do I know this? A recent Forrester survey found that global FSI firms generated 34% of their 2015 revenue through digital products and services or products sold online. By 2020, this digital quotient will surge to […]

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Forrester’s Customer Experience Marketing Summit 2016 In Sydney Is Fast Approaching!

Michael Barnes February 19, 2016

  Six months after our highly successful Summit for Marketing Leaders in Australia, I’m excited to announce that Forrester’s CX Marketing Sydney 2016 event is less than 7 weeks away. As all organizations operating in Australia understand, the line between brand, marketing, and customer experience (CX) disciplines has blurred as people gain access to companies, services […]

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Forrester’s Summit for Marketing Leaders Is Coming To Sydney September 15th!

Michael Barnes August 19, 2015

I really cannot believe it’s been nearly twelve months since our last Sydney event. But it’s official, we’re now only four weeks away from Forrester’s Summit For Marketing Leaders in Sydney. This year’s theme is “Connect, Engage, Deliver.” Why that theme? Well, we know from our research that firms in Australia and New Zealand are […]

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When Sourcing Enterprise Marketing Capabilities, Start by Understanding Customer Expectations

Michael Barnes July 17, 2015

  To successfully grow in Asia Pacific (AP), you must excel at understanding customers’ needs, wants, and behaviors and have the capabilities necessary to transform this insight into improved customer engagement. But that’s true everywhere. What sets the AP region apart are the continued vast differences between markets. Appreciating these market differences, and the impact […]

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Need Better Customer Insights To Fuel Your Digital Strategy? Start By Working On Your Communication Skills

Michael Barnes April 10, 2015

  Retaining and delighting empowered customers requires continuous, technology-enabled innovation and improved customer insight (CI). The logic is simple in theory, but that doesn’t make it any easier to implement in practice. In my recent report, entitled “Applying Customer Insight To Your Digital Strategy”, I highlight the top lessons learned from organizations in Asia Pacific […]

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Digital Initiatives Expose Gaps In Customer Analytics Capabilities

Michael Barnes January 28, 2015

In my last blog post I outlined Forrester’s key customer insights (CI) predictions for 2015. Now I’d like to drill down into some of the key barriers to CI effectiveness we’re seeing among Asia Pacific-based organizations. This content was pulled from my recently published report, which Forrester clients can access here. Core competencies of effective […]

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Customer Insights And Big Data Analytics Will Sprawl in 2015

Michael Barnes November 19, 2014

Forrester recently published its 2015 Predictions for Asia Pacific. I wanted to highlight some specific trends around customer insights (CI) and big data, two very hot topics for many AP-based organizations. We strongly believe that success for many organizations hinges on your ability to close the gap between available data and actionable insight. Marketing is […]

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MSFT Expands Azure To Australia, Calls Out (Some) Competitors

Michael Barnes October 29, 2014

On Monday Microsoft officially announced the launch of two Azure Data Centers in Australia. This is big news for the many Australia-based organizations concerned about data sovereignty, as well as those who simply equate on-shore data residency with increased security and control. Announced as part of TechEd 2014 in Sydney, Microsoft specifically called out Amazon […]

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The Case For Optimising Customer Analytics – Improve or Perish

Michael Barnes October 20, 2014

As I wrote in my recently published report, customer insights (CI) are an increasingly critical source of competitive differentiation in the age of the customer. Forward-thinking business and technology management leaders in Asia Pacific (AP) are actively looking to better leverage customer data and advanced analytics to increase marketing effectiveness and improve the customer experience […]

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Customer Experience Q&A With Carl Mogridge, Head of Digital, Australia & New Zealand, Avon Products, Inc.

Michael Barnes August 11, 2014

For many organizations, the digital journey is full of potential roadblocks. Successful organizations excel at overcoming traditional operational practices, approaches, and mindsets to enable change. For a well-known global brand like Avon, embracing an omnichannel approach to customer engagement was essential to continue thriving in a digital world. We’re therefore pleased to have Carl Mogridge […]

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Customer Experience Q&A With Louise Long, Head of Customer Experience, NAB

Michael Barnes August 5, 2014

As customers we’re rarely satisfied with simply buying goods and services. What we really want, on top of the actual purchase, is a great customer experience (CX). This drives us to seek out companies that not only understand our wants and desires but more importantly, understand the role their company’s products actually play in our […]

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Forrester’s Marketing & Strategy Summit Is Coming To Sydney August 13th!

Michael Barnes July 7, 2014

I’m thrilled to announce that in less than six weeks’ time Forrester Research will hold its first-ever Summit for Marketing & Strategy Professionals in Sydney, Australia. The entire Australia team is incredibly excited about this landmark event for Forrester. Here’s why: The theme for this year’s event is “Winning In The Age Of The Customer.” […]

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Asian Banks Are Adopting Cloud Computing, But Best Practices Are Scarce

Michael Barnes March 28, 2014

Ahead of the publication of my full report in mid-April, I wanted to follow on from my recent blog post and expand on the topic of cloud adoption in the Asia Pacific (AP) banking sector. Despite some views to the contrary, all AP banks will ultimately leverage cloud-based services and capabilities; most already do. The […]

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Australian CIOs Talk Agility And Collaboration In Sydney

Michael Barnes February 25, 2014

Last week I hosted Media Corp’s CIO Leaders Summit in Sydney. In addition to my emcee duties, I also moderated two panels, both of which inspired significant discussion among the more than 50 senior IT decision-makers present. Highlights included: Peter Bourke, CIO of Westfield, helped drive a lively discussion on the changing role of the […]

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Asian Banks Are Embracing Cloud Computing Faster Than You Think

Michael Barnes December 30, 2013

As research for my upcoming report on cloud adoption among banks in Asia Pacific (AP), I’ve spent the past several months interviewing senior IT and business decision makers at banks and other financial institutions across the region. I’ve also met with banking regulators and spoken with cloud providers with a strong AP presence. Look for […]

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