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The best mobile banking experiences don’t just meet customer needs with strong features and easy-to-use apps; they make customers feel appreciated, valued, respected, and confident — the most important emotions that drive loyalty for banks. That matters even more than usual because the reputation of Australia’s banks has taken a battering over the past year [...]

Forrester first ever Asia Pacific online video forecast outlines trends in the key markets of China, India, Japan, South Korea, and Australia. We predict that the region’s video ad spending will increase from $21.3 billion in 2018 to $53.7 billion in 2023, growing at a CAGR of 20.3%. The video share in digital marketing in [...]

Data from Forrester shows that while 47% of security leaders at enterprises in the Asia Pacific region expect their budgets to increase in 2019, only 11% expect increases in excess of 10%. Regional economic uncertainty — particularly due to the US-China trade war — has made increases even less likely. Additional highlights from the report [...]

CAMBRIDGE, Mass., July 31, 2019 — Forrester Research, Inc. (Nasdaq: FORR) today announced its 2019 second-quarter financial results. Second-Quarter Financial Performance Total revenues were $128.2 million for the second quarter of 2019, compared with $96.4 million for the second quarter of 2018. Research revenues increased 31%, and advisory services and events revenues increased 36%, compared [...]

CAMBRIDGE, Mass, July 16, 2019 – Forrester today released its Canada 2019 Customer Experience Index (CX Index™) rankings, revealing that modest gains in customer experience (CX) quality gave Canadian brands their strongest year since 2015. According to the survey, one in four brands’ scores rose while only 1% declined; and 50% of industry averages increased, with [...]

CAMBRIDGE, Mass., July 11, 2019  — Forrester Research, Inc. (Nasdaq: FORR) will broadcast its second-quarter earnings conference call at 4:30 p.m. Eastern time on Wednesday, July 31, 2019. 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 preregister for the call at https://forr.com/2O4DHvB. Instructions are provided [...]

Most consumers, today, make buying decisions based on brands’ moral, social, or political values. They trust companies more than governments to drive change; and think CEOs should personally take a stand on issues. As such, it’s no surprise that more and more organizations are embracing values-based selling to build brand loyalty.  However, if organizations cannot earn the trust of their employees, [...]

Data protection rules and regulations are evolving dramatically around the world, making compliance with global privacy laws as one of the top three challenges security professionals face. As regulations differ per regions, Forrester evaluated privacy laws in 61 countries across the globe.  Consumer privacy rights are driving the privacy agenda forward. Individuals own their personal data and should always be able to control [...]

Though many predict Facebook will suddenly collapse, Forrester’s Jessica Liu disagrees. Despite continuous bad press, Facebook has reported steady user and revenue growth, and advertisers will continue to go where users are – according to Forrester data, Facebook accounts for 75% of global spend market, which we forecast will reach $110B by 2020.  In new research on the future of Facebook, Liu explains that users and brands behaviors [...]

A pragmatic view of working in a world of intelligent automation Cambridge, Mass., June 27, 2019 — Forrester released its guide to the future of work, which gets beyond the hype and provides a pragmatic view of the future of work; what it means to leaders, employees, customers, and companies; and what leaders can do [...]

Forrester evaluated 60 B2B websites across 12 industries and found nearly all scored poorly because they fail to engage and produce content that buyers find compelling.  Industries ranged from HR, security software, marketing automation and even medical products, and findings reveal that not one industry average passed Forrester’s test. This is largely because the content focused only on companies’ capabilities rather [...]

While conventional wisdom says firm should never pay ransom, according to new research by Forrester, it can be a valid recovery option based on business need and circumstances.  Ransomware attacks are up 500% from this time last year, and firms have been forced to pay ransom as attackers become more sophisticated and specifically go after [...]

CX performance is mostly flat but showing early signs of making gains, with leading brands relying on emotion to build loyalty CAMBRIDGE, Mass., CX NYC, June 11, 2019 — Forrester today released its US 2019 Customer Experience Index (CX Index™) rankings, which show early signs of CX improvement when compared to previous years. Released at Forrester’s CX Forum [...]

While tech spending in Asia Pacific has grown significantly in recent years, the tailwinds will wane somewhat in 2019 and conditions could become stormy in 2020, with growth of the Asia Pacific tech market forecast to slow to 4%. China will spend US$256 billion on tech goods and services in 2019, cementing its position as [...]

Forrester estimates that online retail sales in Asia Pacific will almost double in the next five years, growing from $1.3 trillion in 2018 to $2.5 trillion in 2023, with a compound annual growth rate (CAGR) of 14.0% and accounting for 28% of total retail sales. Asia Pacific remains the largest region for online retail sales [...]

CAMBRIDGE, Mass., May 31, 2019 — Forrester Research, Inc. (Nasdaq: FORR) announced today that Chief Financial Officer Michael A. Doyle will speak at the William Blair Annual Growth Stock Conference on Wednesday, June 5 at the Loews Chicago Hotel in Chicago, Illinois.   Mr. Doyle will address the conference attendees at 2:40 p.m. Central time. A link to the live [...]

The offerings will help organizations reap the rewards from new initiatives in CX and Zero Trust CAMBRIDGE, Mass., May 29, 2019 — Forrester today unveiled two new learning offerings, expanding its suite to include certification for security and risk professionals and enterprisewide customer experience training. Zero Trust Certification arms security and risk professionals with a trusted [...]

Forrester expects the number of global smartphone subscribers to reach 3.9 million by 2023. In his latest report “Reimagine Mobile To Activate The Total Brand Experience” VP and Principal Analyst Thomas Husson highlights why brands must think beyond a mobile-first design to integrate and activate a comprehensive growth-focused marketing strategy.   The report helps CMOs to look past [...]

MUMBAI, May 28, 2019 – There is a direct correlation between being an innovator and market leadership, according to research released by Forrester today at its annual Digital Transformation & Innovation Forum in India. Firms with advanced technology-driven innovation practices grow as much as five times faster than their industry average. This makes technology-driven innovation [...]