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Asia Pacific

Latest Research

  • For Customer Experience Professionals

    REPORT: A Framework For Helping Customers In Crisis

    How 26 Firms In Asia Pacific Created New Standard Operating Practices For Business As Unusual

    June 1, 2020 Amit Bhatia, Judy Weader, Rick Parrish

    Crisis reveals character. Right now, businesses are showing their character as they respond to unprecedented change in near real time. As governments order whole sectors to shut down, customer experience (CX) professionals and their firms must change how they operate in order to win, serve, and retain customers facing uncertain cash flows and limited freedom of movement. Read this report to see examples of how 26 B2C and B2B firms in Asia Pacific are changing their policies and strategies to support customers in tumultuous times.

  • For eBusiness & Channel Strategy Professionals

    REPORT: China Shopper Insights And The Impact Of COVID-19

    May 29, 2020 Satish Meena, Xiaofeng Wang

    COVID-19 has had a dramatic impact on the global retail business. China took the first hit, seeing $328 billion consumer goods sales ebb away in Q1 2020. Chinese consumers, including those in older generations, have further embraced eCommerce. While retailers and brands moved business and customer engagement online to capture that spending, the eCommerce spike wasn’t enough to offset the sharp decrease in offline retail. Some retailers expect sales to rebound quickly in Q2 2020, fueled by “revenge buying.” Retailers can use this report to better understand changes in shopping behaviors and prepare an adaptive retail strategy that stretches from crisis management to adaptation and recovery. Methodology The Forrester Analytics Consumer Technographics® COVID-19 Survey (Wave 1) was fielded from April 10 to April 15, 2020. This online survey included 1,119 respondents in Canada; 1,106 respondents in China; 1,116 respondents in France; 1,137 respondents in Italy; 1,118 respondents ages the UK; and 1,122 respondents in the US.

  • For CIO Professionals

    REPORT: India Tech Market Outlook, 2020 To 2021

    COVID-19 Has All But Killed India's Tech Spending Growth

    May 28, 2020 Ashutosh Sharma

    India's economy was poised for a great recovery in 2020, with clear signs of growth in January and February. The banking sector's woes were coming to an end, consumer spending was up, and industrial output hit a new high in January. Then, of course, COVID-19 happened. This report helps Indian CIOs understand the factors that will influence tech spending in the country in 2020 and 2021 to enable them to prioritize their technology investments.

  • For Customer Experience Professionals

    REPORT: Predictions 2020: India

    Value-Driven Firms In India Will Win In The Post-Pandemic World

    May 7, 2020 Amit Bhatia, Arnav Gupta, Satish Meena, Vasupradha Srinivasan

    At the start of 2020, business across the globe was humming. Then, COVID-19 blew up around the world — and things changed fast. As the situation evolves, how will Indian firms react? In the post-pandemic world, which firms will lose out and which will have the best chance to win? Customer experience professionals and their colleagues should read this report to understand how the outbreak will affect firms and their opportunities with customers and employees.

  • For CIO Professionals

    REPORT: The Forrester Wave™: IoT Consultancies In Asia Pacific, Q2 2020

    The Eight Service Providers That Matter Most And How They Stack Up

    April 30, 2020 Achim Granzen

    In our 23-criterion evaluation of internet-of-things (IoT) consultancies in Asia Pacific (AP), we identified the eight most significant ones — Accenture, Birlasoft, Capgemini, Deloitte, DXC Technology, KPMG, Neusoft, and Tata Consultancy Services (TCS) — and researched, analyzed, and scored them. This report shows how each service provider measures up and helps CIOs select the right one for their needs.

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