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Microsoft’s Surface event will be held Wednesday, October 2 at 10am ET. “On October 2nd, Microsoft will hold its latest unveiling event for its Surface line of PC products. Now a $2 billion business unit in its own right, the Surface division serves to demonstrate what’s possible with Windows PCs, and has had a hugely [...]

Despite improved CX, brands need to do more to differentiate themselves from their competitors NEW DELHI, Sept. 23, 2019 — Forrester released the rankings from its India 2019 Customer Experience Index (CX Index™), which show that firms enhanced their CX quality with most brands improving their scores and not one realizing a decline. Based on a survey of more [...]

Ahead of the Huawei press conference in Munich on Thursday, Forrester analysts have shared their thoughts on the key themes and products they expect to come out of the event. The comment of VP & Principal Analyst Thomas Husson takes a closer look at the likely new Mate 30 Series product range and at the [...]

CAMBRIDGE, Mass., September 12, 2019  2019 —Forrester Research, Inc. (Nasdaq: FORR) today announced that Chief Executive Officer George F. Colony and Chief Financial Officer Michael A. Doyle will speak at the Sidoti & Company Fall 2019 Investor Conference on Wednesday, September 25, 2019, at the Grand Hyatt New York City. George Colony and Michael Doyle will [...]

After Apple’s keynote in Cupertino on Tuesday Forrester analysts Frank Gillett, Thomas Husson and Julie Ask shared their thoughts on the tech giant’s latest announcement of several new iPhone models and other products and services. Thomas Husson, Vice President & Principal Analyst: “Apple’s new range of iPhones is a powerful upgrade to the X edition, [...]

CAMBRIDGE, Mass., September 9, 2019 – Forrester today released FeedBackNow 2.0, a cloud-based customer experience (CX) platform that enables companies to monitor and improve their experiences in real time. In an integrated platform, FeedbackNow 2.0 combines in-the-moment feedback from digital and physical channels with Forrester’s leading CX analytics, focusing firms on the experiences that will [...]

CAMBRIDGE, Mass., London, U.K., September 4, 2019 – Forrester today released its list of customer experience (CX) leaders among U.K. brands, according to its U.K. 2019 Customer Experience Index (CX Index™) rankings. Based on a survey of more than 9,050 U.K. online adult consumers, Forrester’s CX Index measures and ranks 36 U.K. brands across five [...]

Ahead of IFA 2019 next week, Forrester’s Vice Presidents & Principal Analysts Thomas Husson and Frank Gillett have shared their thoughts on the key themes and trends he expects to come out of the event. Thomas’ comment takes a look at the ongoing hype of 5G, the issues around the US/Chinese technology war and the emphasis on smart home products and voice-based assistants, while Frank delivers his insights on privacy features in consumer electronics and emerging [...]

Forrester expects global social advertising spend to reach $165.6 billion in 2023, up from $75 billion in 2018 — a CAGR of 17.1%. Asia Pacific and the rest of world will grow fastest, capturing the US and Europe’s share of global social advertising spend. Asia Pacific’s share of global spend will increase from 30% in [...]

SINGAPORE, Aug. 29, 2019 — Forrester today released its Singapore 2019 Customer Experience Index (CX Index™) rankings, which show that CX quality remains weak in the country. Released at Forrester’s CX Singapore Forum, the findings show that the overall quality of customer experience in Singapore has remained flat at 55 points out of 100 since 2018 and the brands remain undifferentiated in [...]

SINGAPORE, Aug. 7, 2019 /PRNewswire/ — Consumers in Asia Pacific are some of the most advanced when it comes to digital engagement with financial services, with seventy-three percent of consumers believing that they should be able to accomplish any financial task on a mobile device, according to new data* released by Forrester. Most Consumers Prefer Digital Channels To Interact With [...]

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 [...]