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Aligning brand and customer experience empowers companies to outperform competitors, achieve up to 3.5x revenue growth, and earn higher customer retention and loyalty  NASHVILLE, Tenn., and CAMBRIDGE, Mass., June 24, 2025 — According to Forrester’s (Nasdaq: FORR)​ Global Total Experience Score Rankings, 2025, when companies align their brand promise with the experiences they deliver across both customer [...]

CX hit an all-time low in North America, while Europe made some gains and Asia Pacific struggled NASHVILLE, Tenn., and CAMBRIDGE, Mass., June 24, 2025 — According to Forrester’s (Nasdaq: FORR) global Customer Experience Index (CX Index™) 2025 rankings, ongoing challenges that drove last year’s decline in customer experience (CX) quality — weaker employee experience, [...]

Debuted this year, the Brand Experience Index measures the interconnectedness between brand and customer experience, enabling companies to quantify their integrated impact NASHVILLE, Tenn., and CAMBRIDGE, Mass., June 24, 2025 — According to Forrester’s (Nasdaq: FORR) Brand Experience Index (BX Index™), both customers and non-customers are more likely to purchase from, recommend, prefer, and pay a premium [...]

CIBC and a senior leader from AT&T to be honored at CX Summit North America for exemplifying customer obsession   CAMBRIDGE, Mass., May 27, 2025 — Forrester (Nasdaq: FORR) today announced Canadian Imperial Bank of Commerce (CIBC) as the recipient of its Customer-Obsessed Enterprise Award. Additionally, John Miller, vice president of consumer and retail solutions at AT&T, has [...]

According to Forrester’s Digital Experience Review™: North American Mobile Banking Apps, Q4 2024 evaluation, consumers view North American banks’ mobile apps as largely undifferentiated. Mobile apps have become the channel of choice for tens of millions of banking customers. Currently though, 65% of US and 62% of Canadian banking customers, respectively, want to accomplish any [...]

According to Forrester’s Digital Experience Review™: Europe Mobile Banking Apps, Q3 2024, 85% of European online banking customers use mobile apps frequently. However, to optimize the mobile banking experience, European banks need to implement more robust fraud and security measures, focus on inclusion and accessibility to deliver customer value and earn trust, and deploy more [...]

Following its initial list of the top 10 emerging technologies for 2024, Forrester has released a new report, Ten More Top Emerging Technologies For 2024, which identifies additional technologies that can deliver tangible return on investment for firms over the next two years, including: Aerial drones. Unmanned aerial drones, which can fulfill commercial tasks like [...]

According to Forrester’s report, The State Of Generative AI Inside US Agencies, 2024, agencies that embrace genAI will better serve brands, keep up with competitors, and support employee creativity.  Forrester finds that US agencies lead the field in terms of genAI adoption: more than 60% of decision-makers report that their agency is already using genAI, [...]

Principal Analyst Kelsey Chickering comments on the potential TikTok ban, reiterating Forrester’s 2025 Prediction that there will be no ban and pointing out TikTok’s confidence in their future following the rollout of its new AI video tools at Cannes. Chickering’s comments have also been included in: Associated Press: Trump extends TikTok ban deadline for a third [...]

BBC News Online: Following the news that Meta is offering Open AI employees $100m signing bonuses to boost its AI business, Principal Analyst Indranil Bandyopadhyay details how, with investment in AI running at extraordinary levels, talent acquisition is a “high-risk, high-reward gamble.” Read the full article here. Read more from Indranil here.

CNN: Senior Analyst Octavio Garcia Granados discusses the growing trend of celebrity mobile phone networks, revealing that these mobile plans are often more expensive than mainstream carriers, despite compelling promotions. Read the full article here. Read more from Octavio here.

The Guardian: Following the opening keynote at Apple’s WWDC event, VP, Principal Analyst Dipanjan Chatterjee points out that the silence on Siri was ‘deafening’ and that whilst the company continue to tweak its Apple Intelligence features, an intuitive, interactive AI experience is still missing. Read the full article here. Read more from Dipanjan here.