Michael Barnes

VP, Research Director

Forrester Bio

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Sydney Predictions 2020: The Highlight Reel

Michael Barnes November 17, 2019
Forrester’s analysts serving the Australia and New Zealand market presented their 2020 predictions at a client event on November 14th. We recap some of our top predictions.
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The Forrester Wave™: Salesforce Implementation Partners In Asia Pacific, Q2 2019 Identifies The 10 Most Important Providers

Michael Barnes August 29, 2019
Get the most out of your organization’s Salesforce implementation by selecting the right partner. In our recent Forrester Wave™ evaluation, we identified the 10 providers that matter most and how they stack up. Watch below to learn more, and find the full Wave report here.
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CX Sydney 2019: What To Expect From Outgoing World Vision CMO Teresa Sperti

Michael Barnes April 23, 2019
Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade, but what’s next? This year’s CX Sydney 2019 Forum will focus on how to drive real, disruptive innovation. I recently caught up with one of our keynote speakers — Teresa Sperti, the outgoing chief marketing, data, and product […]
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Countdown To Forrester’s CX Sydney 2019 Forum

Michael Barnes March 5, 2019
Change The Game By Embracing Radical CX Innovation OK, so you’ve elevated and transformed your customer experience (CX) practices over the past five (or more) years. These practices have become more professional, more analytical, and more focused on business impact. But there’s one area where many of us still fall short: innovation. I’m not talking […]
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How Digital And CX Teams Collaborate To Deliver On Brand Promise

Michael Barnes February 6, 2019
Take Practical Steps To Apply CX Disciplines To Digital Initiatives Odds are your firm is regularly seeking ways to improve customer experience (CX). You’re also likely embracing digital technologies to enable a more customer-driven, agile operating model. The question is: Are these initiatives aligned? In other words, are you confident in your firm’s ability to […]
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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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