Newsroom

Forrester analyzes the most pressing business, marketing and technology matters across the globe. Contact a member of the Forrester press team to get in touch with our thought leaders:

Corporate Communications; Investor Relations; and Lead for CX; CMO; Retail; Media; Branding; Agencies in North America
Shweta Agarwal, Cambridge, MA
+1 617 613 6805
sagarwal@forrester.com

Lead for CIO/IT Research in North America; Healthcare; Security & Risk; Government; Future of Work
Ira Kantor, Cambridge, MA
+1 617 613 6115
ikantor@forrester.com

Lead for CIO/IT Research including AI, Automation, IoT and Cloud in Europe
Hannah Segvich, London, U.K.
+44 20 7323 7602
hsegvich@forrester.com

Lead for Germany; CMO, CX, and Retail Research in Europe; Blockchain and Crypto; Banking, Insurance and Wealth Management; Telecom, Mobile and Wireless
Michael Burner, London, U.K.
+44 20 7323 7608
mburner@forrester.com

Lead for APAC
Iris Leong, Singapore
+65 6426 7016
ileong@forrester.com

Latest Newsroom Posts

Press Release

Forrester: US Online Sales To Reach Historic Levels This Holiday Season

November 18, 2020
Despite uncertainty from COVID-19, US online holiday sales are expected to surpass $170 billion in 2020 CAMBRIDGE, Mass., November 18, 2020 — Forrester (Nasdaq: FORR) estimates that US online holiday sales will grow 24% year over year in 2020. According to a new forecast report, “US Online Holiday Sales Will Reach Historic Levels Despite Uncertainty [...]
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Press Release

Forrester’s European Banking CX Index 2020: Mutuals And Direct Banks Outperform Traditional Banks Across Europe

November 18, 2020
Confidence, respect, and value drive customer loyalty at European banks London, November 18, 2020 — According to Forrester (Nasdaq: FORR), leading European banks increasingly differentiate on customer experience quality, with mutuals and direct banks outperforming traditional banks due to their laser-sharp focus on delivering effective, easy, and emotionally positive experiences to their customers. Unveiled at [...]
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Press Release

Forrester’s European Insurance CX Index 2020: CX Is An Untapped Opportunity For Auto And Home Insurance Providers

November 18, 2020
European insurance customers value person-to-person or hybrid (physical and digital) experiences London, November 18, 2020 — According to Forrester (Nasdaq: FORR), the quality of CX across European auto and home insurance providers is mediocre. With the industry’s low-touch engagement model, channel complexity, and price sensitivity, leading insurers struggle to elevate customer experience. Forrester’s 2020 European [...]
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Press Release

Forrester Announces Full Conference Agenda For CX EMEA 2020

November 3, 2020
Live virtual experience will explore how CX and marketing leaders can collaborate better to improve the customer experience LONDON, November 3, 2020 — Forrester (Nasdaq: FORR) today announced the full conference agenda for its CX EMEA live virtual, immersive experience to be held November 17–19, 2020. According to Forrester, digital touchpoints will be central to European customer engagement in the [...]
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Press Release

Forrester Research Reports 2020 Third-Quarter Financial Results

October 29, 2020
Cambridge, Mass., October 29, 2020 . . . Forrester Research, Inc. (NASDAQ: FORR) today announced its 2020 third-quarter financial results. Third-Quarter Financial Performance Total revenues were $108.6 million for the third quarter of 2020, consistent with the third quarter of 2019. Adjusted revenues, which exclude the fair value adjustment to deferred revenue from the acquisition [...]
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Press Release

Forrester: Top Emerging Technology Trends To Watch In 2021 And Beyond

October 22, 2020
The trends will help leaders accelerate digitization and create resilient businesses  CAMBRIDGE, Mass., October 22, 2020 — According to Forrester (FORR: NASDAQ), the next decade will require CIOs to both respond to digital acceleration and proactively manage uncertainty. Rapidly changing consumer trends, complex security concerns, the ethical use of artificial intelligence, and the increasing impacts of [...]
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Press Release

Forrester Announces Full Conference Agenda For Technology & Innovation Global 2020 Live Virtual Experience

October 21, 2020
Event will explore how CIOs and tech leaders must invest in adaptive, creative, and resilient technologies to meet future customer and employee needs  CAMBRIDGE, Mass., October 21, 2020 — Forrester (Nasdaq: FORR) today announced the full conference agenda for its Technology & Innovation Global 2020 live virtual, immersive experience to be held November 4–6, 2020. According to Forrester, 84% of [...]
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Media Alert

Forrester Research To Broadcast Its 2020 Third-Quarter Earnings Conference Call

October 16, 2020
CAMBRIDGE, Mass., October 16, 2020 — Forrester Research, Inc. (Nasdaq: FORR) will broadcast its third-quarter earnings conference call at 4:30 p.m. Eastern time on Thursday, October 29, 2020. The call will be available at forrester.com. Investors who want to hear the call should log on at least 15 minutes prior to the broadcast. Participants may pre-register for the call at http://www.directeventreg.com/registration/event/5894106. Instructions are [...]
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Press Release

Forrester Predictions 2021: Digitally Advanced Firms Will Have A Sustained Advantage Over Their Competitors

October 15, 2020
Firms will accelerate investments in technology to both enable their workforce and provide differentiated experiences  CAMBRIDGE, Mass., October 15, 2020 — Forrester (FORR: NASDAQ) predicts that 2021 will be the year that every company — not just the 15% of firms that were already digitally savvy — will double down on technology-fueled experiences, operations, products, and [...]
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Press Release

Forrester European Predictions 2021: Digitally Advanced Firms Will Have A Sustained Advantage Over Their Competitors

October 15, 2020
Firms will accelerate investments in technology to enable their workforce and provide differentiated experiences LONDON, Oct. 15, 2020 – Forrester (FORR: NASDAQ) predicts that 2021 will be the year that every company will double down on technology-fueled experiences, operations, products, and ecosystems. According to Forrester’s 2021 Predictions released today, the success of European organisations will depend on how quickly and [...]
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Press Release

Forrester: Reimagined Platforms And Partnerships Will Reset The Pace Of Tech Investments In The 2020s

October 14, 2020
Future fit strategies rooted in customer obsession will drive tech innovation.  CAMBRIDGE, Mass., October 14, 2020 — According to Forrester’s (FORR: NASDAQ) Future Fit approach, technology strategies that enable firms to quickly reconfigure business structures and capabilities — amid ongoing uncertainty and changing business needs — will drive tech innovation in the 2020s. To address future [...]
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Media Alert

Forrester Asia Pacific Predictions 2021: Digitally Advanced Firms Will Have A Sustained Advantage Over Their Competitors

October 14, 2020
Firms will accelerate investments in new technologies and platforms to enable their workforce and provide differentiated experiences SINGAPORE, October 15, 2020 — Forrester (FORR: NASDAQ) predicts that 2021 will be the year that every company will double down on technology-fuelled experiences, operations, products, and ecosystems. According to Forrester’s Asia Pacific 2021 Predictions, released today, the success [...]
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Media Alert

Forrester’s Australia 2020 Customer Experience Index: Financial Services Brands Struggle To Differentiate CX Quality

October 8, 2020
asSuncorp and Colonial First State top banking and superannuation rankings; communication and customer service are the most important drivers, respectively SYDNEY, October 9, 2020 — According to Forrester’s (Nasdaq: FORR) Australia Banking and Superannuation Customer Experience Indexes (CX Index™) 2020, CX quality in the two financial services industries remains undifferentiated. Forrester surveyed the customers of five banks — ANZ, [...]
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Press Release

Forrester Announces European Banking And Insurance Brands Included In Its 2020 Customer Experience Index

October 7, 2020
LONDON, UK, October 7, 2020 — Forrester (Nasdaq: FORR) today released the list of UK, French, Italian, and Spanish banking and insurance brands included in its European 2020 Customer Experience Index (CX Index™) rankings.  Forrester’s CX Index measures and ranks 14 UK brands, 15 French brands, 14 Italian brands, and 14 Spanish brands across the banking and auto/home insurance industries to understand how a brand’s customer experience directly impacts the loyalty of its customers.  Below is a list of all the brands in each country across both industries:  UK  Auto/home insurance: Admiral / Diamond / [...]
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Press Release

Forrester’s India 2020 Customer Experience Index: Most Brands Delivered Good Experiences Despite The Pandemic; Lack Of Differentiation Persists

October 6, 2020
Toyota Kirloskar, Mahindra & Mahindra, and American Express scored the highest for delivering consistently excellent experiences to customers. NEW DELHI, October 6, 2020 — According to Forrester’s (Nasdaq: FORR) Customer Experience Index (CX Index™) 2020, 69% of customers had good experiences with Indian brands — with 10% even reporting having excellent experiences despite COVID-19. Even though the pandemic has [...]
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Press Release

Forrester’s Singapore 2020 Customer Experience Index: Financial Services Brands Improved CX Quality Significantly, Even Amid The Pandemic

October 6, 2020
DBS Bank and FWD emerged at the top in the banking and insurance sectors, respectively SINGAPORE, October 6, 2020 — Forrester (Nasdaq: FORR) today announced the results of its Singapore 2020 Customer Experience Index (CX Index™), which focused on the quality of customer experience among the financial services brands across the multichannel banking and automotive/home insurance industries. According [...]
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Press Release

Forrester Releases SiriusDecisions Planning Assumptions To Help B2B Leaders Accelerate Growth In 2021

October 5, 2020
Rethinking familiar approaches to selling and building anew will be critical to the B2B revenue engine  CAMBRIDGE, Mass., October 5, 2020 — To help B2B marketing, sales, and product leaders align priorities amid unpredictable market conditions, Forrester (NASDAQ: FORR) today released Planning Assumptions 2021. As B2B executives build their annual plans for 2021, Forrester’s SiriusDecisions Planning [...]
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Press Release

Forrester Announces Full Conference Agenda For Data Strategy & Insights North America Live Virtual Experience

October 5, 2020
Mastercard and North Carolina Department of Health and Human Services among key organizations to discuss the impact of data, analytics, and AI on the decade ahead  CAMBRIDGE, Mass., October 5, 2020 — Forrester (Nasdaq: FORR) today announced the full conference agenda for its Data Strategy & Insights North America live virtual, immersive experience to be held October 13–15, 2020. Featuring Forrester [...]
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Media Alert

Better Governance Leads To Better Customer Service 

October 2, 2020
Customers expect to receive efficient, effortless, personalized service from brands. But those experiences often disappoint. Companies know that good service is important; for many, customer service is the cornerstone of their customer experience strategy.   Per Forrester, a unified governance model for customer service delivery is no longer a nice-to-have but an imperative. Governance must include [...]
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Press Release

Forrester’s New Touchless Customer Experience Solution Tracks Real-Time Consumer Feedback During Pandemic

September 30, 2020
With FeedbackNow, leading brands gain critical in-the-moment consumer feedback safely to manage customer sentiment CAMBRIDGE, Mass., Sept. 30, 2020 / – Forrester (Nasdaq: FORR) today unveiled the touchless version of FeedbackNow, a real-time customer experience (CX) data collection solution at the point of experience to ensure the safety of customers and employees. As businesses reopen and travel becomes normal again, consumers [...]
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