Europe

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

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

Mike Pregler 4 days ago
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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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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Europe Predictions 2021

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

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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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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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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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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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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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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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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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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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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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European Predictions 2021

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

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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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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Europe Predictions 2021: Manufacturers Will Accelerate Their Digital Transformations

Pascal Matzke October 15, 2020
In 2021, European manufacturers will leverage emerging technology to accelerate the digital transformation efforts.
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Europe Predictions 2021: Digital Acceleration In Financial Services

Oliwia Berdak October 15, 2020
2020 has been a challenging year for financial services. First, COVID-19 hit insurers with business interruption and travel insurance claims. Then, banks’ profits took a hit as banks set aside billions for loan loss provisions. Given this and the protracted period of low interest rates, investors have taken a dim view of the industry’s prospects, […]
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Europe Predictions 2021: With Volatility Comes Opportunity

Laura Koetzle October 15, 2020
European organizations can expect consumer contradictions, regulatory upheaval, and more cross-border remote work.
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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

Why Is Europe’s Automation Adoption Different From The Rest Of The World?

Bernhard Schaffrik September 29, 2020
Automation benefits, such as efficiency and productivity gains and improved customer and employee experience at lower cost, are globally valid and understood. But there are significant differences in adoption speed and intensity of software-based automation technologies across Europe compared to the Americas and Asia Pacific. Software-based automation technologies include robotic process automation, digital process automation […]
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Praktische Tipps für Innovatoren: Welche Ideen sollte ich priorisieren und warum?

Bernhard Schaffrik September 29, 2020
Häufig fragen mich Innovatoren, wie sie am besten Ideen priorisieren können. Hier sind vier praktische Tips, die Sie für Ihre Entscheidung nutzen können: Wählen Sie Ideen, mit denen sich ein echtes Geschäftsproblem lösen lässt. Wenn Sie eine Idee wählen und umsetzen, die von einem Geschäftsbereich identifiziert wurde (Vertrieb, Marketing, Forschung und Entwicklung etc.), werden Ihre […]
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My Reflections From The 2020 European MSSP Forrester Wave™

Paul McKay August 5, 2020
My first refresh of the Forrester Wave™ evaluation on European managed security services providers (MSSPs) went live this week. In the previous Wave, differentiators in the market included matured escalation processes enabled by automation, remediation, and chat capabilities, as well as the introduction of mobile apps to improve the user experience. In the current Wave, […]
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