US financial services brands are struggling to earn high levels of customer trust. Forrester’s Financial Services Customer Trust Index (FS Trust Index) revealed that customer trust in US financial services firms in 2023 was relatively weak and largely unchanged from 2022. Only US banks managed a measurable improvement in average trust scores, and even that […]

Learn why focused enterprise software vendors like Adobe and Salesforce maintain superior product quality over behemoths like IBM and SAP.

I am excited to announce new research on clinical workforce technologies. Our interviews with health systems revealed early on the need for a report that highlights the top tech categories and one that looks at tech implementation and clinician adoption. The interviews were so fruitful that we also developed a Clinician Workforce Technology Implementation Checklist. This […]

As Forrester’s consumer behavior analyst, I’m going to say something controversial: The consumer does not need to be a part of every business decision. There’s no shortage of supply or demand for consumer insights. In fact, the pandemic supercharged market research capabilities to create more efficient and cost-effective platforms and tools to gather those insights. […]

Learn six key points that a TuringBot pilot program should address.

I spend my days talking to clients about how to collect and use customer feedback to improve CX and drive business results. At night, I’m working toward my informal PhD in biology — courtesy of my two young sons who love to share their encyclopedic knowledge about bugs, insects, snakes, and all things creepy crawly. […]

Forrester’s data shows that, in 2023, more than one in 10 US online adults encountered a technical failure at the point of checkout. And about the same number said their online payments were rejected because their card on file had expired. Despite (many!) other priorities, smooth checkout should top your to-do list. It’s elementary: Failed […]

There is much hype around generative AI as it continues being applied across the entire enterprise, from marketing and design to sales. How can product management get in on the action, and what can it even do to help offerings grow?

Our 2023 digital process automation survey shows orgs paused digital transformation work but increased focus on process intelligence while process optimization has broadened. Learn more.

Revenue operations has exploded in popularity, but misconceptions about it abound. Here, we reveal nine common myths and highlight two key realities.

Retail sales growth in the US has been gradually decelerating, and retailers are feeling the squeeze. In our newly published report, 2023 Retail Competition Tracker, US, we examine offline and online sales growth at 65 leading US retailers and take a close look at tactics to improve profitability. We found that over three-quarters of these […]

Learn what changes and what stays the same when you're shifting away from MQLs and toward opportunities and buying groups.

Open banking is imminent in the US, and banks must prepare now to be ready for the CFPB’s Personal Financial Data Rights rule.

Learn how top-performing customer marketing and customer success teams keep existing customers loyal and profitable.

One of Forrester’s best practices for managing insider risk is to turn your employees into advocates for the program. Get five tips for how to do that in this preview of our upcoming Security & Risk event in November.

Malgré des prévisions incertaines, les leaders européens doivent éviter un excès de prudence et investir sur les points forts.

Learn what's creating the silos between technology and security teams and how to avoid or remove them.

Since 2018, Forrester has been tracking how Singaporean customers rate their experience with some of the biggest brands in banking and auto and home insurance. This year’s Singapore Customer Experience Index (CX Index™) study reveals several important findings: CX quality among Singapore’s banks slightly dipped. The overall quality of banking experiences has slightly dropped since […]