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Canadian brands revamped customer experiences to match changing needs and expectations due to COVID-19 CAMBRIDGE, Mass., June 3, 2021 — Forrester’s (Nasdaq: FORR) Canada 2021 Customer Experience Index (CX Index™) reveals that customer experience quality among Canadian brands remained stable, despite the COVID-19 pandemic. The pandemic changed customer needs and expectations in unprecedented ways. This [...]

21% of brands achieved a significantly higher score; engaging empathetically with customers is critical to success CAMBRIDGE, Mass., June 2, 2021 — According to Forrester’s (Nasdaq: FORR) US 2021 Customer Experience Index (CX Index™) rankings, 21% of brands saw a significant score increase compared to 2020. The pandemic forced brands across industries to change their approach [...]

CX improvements drive growth through increasing customer loyalty  CAMBRIDGE, Mass., May 27, 2021 — Forrester (Nasdaq: FORR) today announced the full conference agenda for its CX North America live virtual experience to be held June 7–9, 2021. A must-attend conference that brings together customer experience (CX), B2B, and B2C marketers and analytics practitioners, this year’s agenda will focus on helping businesses shape their customer journeys to drive future business [...]

New research shows that an anywhere-work strategy can enhance employee experience and drive employee retention rates  CAMBRIDGE, Mass., May 26, 2021 — While many business leaders are drawn to vaccine passports as a solution to bring their workforces back to the office full-time, Forrester (Nasdaq: FORR) predicts that 70% of US and European companies will pivot to a hybrid work model post-pandemic. In [...]

From evolving consumer and employee sentiment, to changing investor priorities and new competitive pressures, firms are adapting to a set of market shifts and physical risks that require a strong commitment to environmental sustainability. Today’s organisation must balance growth priorities with those of people and the planet, aligning with long-term customer and stakeholder values. At [...]

What:  Forrester Research, Inc. (Nasdaq: FORR), one of the most influential research and advisory firms in the world will ring the Nasdaq Opening Bell remotely from across the country. George F. Colony, Founder, Chairman, & CEO, will ring the Opening Bell alongside the Company’s team in a virtual bell ringing ceremony. When: Monday, May 3, [...]

Most organizations were not ready for COVID-19, thinking the risk of a pandemic too remote to consider in their planning. Yet some were able to pivot to new opportunities. Others filled market gaps left by competitors unable to cope. According to Forrester, planning and execution of a “future fit” tech strategy creates an effective foundation [...]

2020 drastically changed how events were held, with B2B marketing and event teams quickly shifting to a virtual model. As we start moving away from social distancing rules established by the pandemic, marketers will work towards a hybrid model — blending both physical and virtual elements. New research from Forrester is designed to help B2B [...]

The Wall Street Journal: Principal Analyst TJ Keitt shares the impact of the pandemic on customer experience and discusses the measures high performing companies embraced to improve Forrester’s CX Index US scores. Read the full article here. Read more from TJ here.

Forrester Chief Sales Officer Kelley Hippler is interviewed by author and award-winning blogger Matt Heinz for Sales Pipeline Radio about Forrester’s business transformation per the launch of Forrester Decisions and highlights stemming from B2B Summit. Watch the full interview here.

Senior Analyst Nick Barber discusses the impact Zoom will have on the workplace post-pandemic. Read the full Marketplace article here. More insights from Nick here.

Associated Press cites Forrester data in an article about the return of in-store shopping: 8% of shoppers return to stores less when they make their purchases in-store, and online shopping will increase to $1.1 trillion in 2023. This article has been syndicated to multiple national outlets in the US, including ABC News, Fortune, Chicago Tribune, MSN, Toronto Star, Seattle Times, US [...]