Europe

Read Forrester’s insights on financial services, marketing, information security, technology, and more in Europe.

Insights

Blog

The Future Of Work Is All About Changing Your Management Culture

Dan Bieler 2 days ago
An innovative management culture provides a strong purpose, creates diverse and cross-functional teams, focuses on the customer as the center of business activity, and embraces transparent communication with the organization.
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Blog

Measure Three Types Of Customer Experience Metrics

Maxie Schmidt 3 days ago
If you are a customer experience (CX) leader, you need an effective CX measurement program. Why? Because you need to determine whether your organization is succeeding in delivering experiences that drive business results (ROI). Effective programs answer the following questions: How good is the quality of our customers’ experiences? How can we improve the quality […]
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Europe Predictions 2021

Discover the major dynamics that will impact European business leaders in 2021.

Blog

How To Establish And Grow Your Customer Experience Function In Europe

Joana de Quintanilha 6 days ago
Customer experience (CX) excellence will be sorely needed in 2021. Pandemic conditions will continue to fluctuate on a local level, affecting consumer sentiment and requiring fast and accurate responses from brands. Our research shows that CX leaders grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products. The […]
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Blog

Why Invest In Customer Experience?

Martin Gill February 24, 2021
The business benefits of strengthening CX are clear. Read the takeaways from our recent survey of European consumers.
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Blog

In Times Of Crisis, Empathy Fuels Loyalty

Martin Gill December 18, 2020
We've identified four risk profiles to help understand global consumers' sensitivity to health and financial risks in relation to the COVID-19 pandemic.
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Podcast

European Predictions 2021: Regulators Prioritize AI And Remote Work

What It Means December 10, 2020
The year ahead will bring new regulatory frameworks, UK data chaos, and a shift in attitude toward remote work in the EU. VP and Group Director Laura Koetzle explains what lies ahead on this episode of What It Means.
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Blog

Ist Ihr Vertrieb bereit, um jetzt das Beste aus sich herauszuholen?

Mike Pregler November 24, 2020
Looking ahead to 2021, sales leaders mush shift from adapting to the “new normal” to proactively planning for the recovery and their “next normal.”
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Blog

European Customer Experience Index, 2020: How Banks And Insurers Can Connect CX With Business Impact

Oliwia Berdak November 18, 2020
Learn how leaders in the European banking and insurance industries can credibly connect the customer story to the money story.
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Blog

Close The Gap Between Brand, Customer, And Employee Experiences

Thomas Husson October 29, 2020
Customer experience (CX) has become the number one business priority for marketers. The percentage of European B2C marketers considering improving CX as their company’s top business priority has jumped from 26% in 2019 to 46% in 2020. CMOs are fully aware of the importance of customer data to personalize experiences. The employee data tsunami is […]
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Blog

Horizon 2021: Europe

Jennifer Belissent, Ph.D. October 27, 2020
Clients pétris de contradictions, bouleversements réglementaires et essor du télétravail transfrontalier. Avec, jusqu’à présent, une épidémie mondiale et les conséquences de l’accélération du réchauffement climatique, le XXIe siècle entame des « Années folles » qui portent bien leur nom.  Et ce n’est que le début de la décennie ! Toutefois, cette instabilité présente des opportunités. […]
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Blog

Previsioni 2021 in Europa: Prepariamoci ad affrontare contraddizioni sui mercati, cambiamenti sul piano normativo, e telelavoro su base transnazionale

Enza Iannopollo October 27, 2020
Fino ad ora, i “ruggenti anni ’20” hanno certamente tenuto fede al loro nome: il nuovo decennio è iniziato da meno di un anno e abbiamo già sperimentato gli effetti  di una nuova pandemia globale e di cambiamenti climatici sempre più devastanti.  Ma la volatilità porta con sé anche opportunità.  Per riuscire a cogliere ciò […]
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Blog

Blick voraus: Was europäische Entscheider in 2021 erwarten dürfen

Dan Bieler October 23, 2020
Widersprüche im Kaufverhalten, ordnungspolitische Umwälzungen und mehr grenzüberschreitende Remote-Arbeit werden 2021 prägen Bisher machen die „stürmischen 2020er Jahre“ ihrem Namen alle Ehre – wir erleben eine globale Pandemie und die rasant wachsenden Auswirkungen des Klimawandels.  Und dabei ist das neue Jahrzehnt noch nicht einmal ein Jahr alt!  Aber mit der Volatilität kommen auch Chancen.  Um […]
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European Predictions 2021

Discover the most critical business trends of 2021 and how European firms can accelerate out of the crisis.

Blog

The Time To Embrace Business Ethics Is Now

Enza Iannopollo October 22, 2020
In the midst of a pandemic, when the global economy is shrinking and society is arguably more divided than ever, this is the time to embrace ethics. If you are wondering why, join me for my keynote session at CX EMEA. Here’s a sneak peek of the topics you will learn about: Values-based customers choose […]
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Blog

How To Measure Value For Customers

Maxie Schmidt October 22, 2020
Do you know whether or not your customers feel that it’s actually worth it to be your customer? In my latest report, “How To Measure Value For Customer,” I argue that most organizations cannot measure whether or not customers feel like they derive value from doing business with them. Customers derive value when they feel […]
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Blog

Segment And Benchmark Your Journeys To Drive Emotional Engagement

Joana de Quintanilha October 22, 2020
We know customer journeys matter. We know emotion matters. But do we know what “good” looks like when it comes to customer journeys? Do we know how to design for emotion? Well, the two are inextricably linked. To know what good looks like — and how to benchmark journeys — we need to understand the […]
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Blog

Why Customer Experience? Why Now?

Martin Gill October 22, 2020
One of the things I was most looking forward to in 2020 as I returned to focus on our European consumer research was CX EMEA. I’ve always enjoyed Forrester events, both as a customer more than a decade ago, as an analyst presenting, and as a research director acting as MC. It’s a chance to […]
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Blog

Europe Predictions 2021: Protecting Personal Data Remains A Priority In The EU

Enza Iannopollo October 19, 2020
After an unpredictable 2020, next year will still be a year of uncertainty and change. Despite this uncertainty, Europe will maintain a clear commitment to data protection. As communities, consumers, and businesses leave the pandemic behind, they will embrace a new normal. In Europe, three trends related to data protection will emerge: Regulatory activity will […]
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Webinar: Coronavirus Disruption in Europe

Gain actionable insights to guide European leaders during this challenging time. We'll cover the impact of COVID-19 on employee experience, lessons learned from APAC’s response so far, and how to build a comprehensive pandemic plan.

Blog

Europe Predictions 2021: Marketers Must Craft Experiences To Retain Contradictory Customers

Thomas Husson October 15, 2020
Every autumn, Forrester looks ahead to predict the major consumer, business, and technology trends that will shape the marketing landscape for the following year. 2020 has been a year of unprecedented political, social, economic, and healthcare disruption — and 2021 shows no signs of any of these trends slowing down. How, then, should European consumer […]
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Blog

Europe Predictions 2021: Disruption And Opportunity For Technology Leaders

Martin Gill October 15, 2020
Every autumn at Forrester, we look ahead to predict how we think the world will unfold in the coming year. It’s that time again now. The art of prediction isn’t new, and as Europeans, we’ve excelled in it for centuries. Millenia even. Kings and queens, chieftains and war leaders would consult the wise, hoping for […]
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Blog

Europe Predictions 2021: Digital Leaders Widen The Customer Experience Maturity Gap

Joana de Quintanilha October 15, 2020
In 2020, for the first time in more than five years, we saw two financial services companies achieve an “Excellent” score in our Customer Experience Index (CX Index™), which measures how successfully a company delivers customer experiences that create and sustain loyalty. But even as these digital leaders begin to pull away, the mainstream banks […]
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