Frederic Giron

VP, Research Director

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Choosing The Right Services Provider In Asia Pacific Can Make Or Break Your Digital Customer Experience Success

Frederic Giron October 25, 2021
A great digital experience starts with the basics: a strategy for omnichannel engagement; great design; personalized, yet trustworthy, experiences; and, of course, the technology and operations to support it. But to differentiate your company’s digital presence, you will also need to be creative in your approaches and solutions. Partners are key to that effort, particularly […]
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Blog

LinkedIn Has Not Given Up On The China Market

Xiaofeng Wang October 15, 2021
On October 14, 2021, Mohak Shroff, senior vice president of engineering at LinkedIn, published a blog post: China: Sunset of Localized Version of LinkedIn and Launch of New InJobs App Later This Year. It triggered multiple follow-up reports from major media outlets, with titles containing words like: LinkedIn to Shut Down Service in China Microsoft […]
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Blog

Tech & Innovation APAC 2021: Building A Future Fit And Creative Workforce

Frederic Giron September 12, 2021
Over the past decade, firms have poured significant resources into the digitization of their operations and the creation of new digital experience platforms to win, serve, and retain increasingly fickle customers. The result? Digital sameness for the most part. According to Forrester’s Customer Experience Index (CX Index™) — a study of 100,000 consumers and 300 […]
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Blog

Standard Chartered Bank’s Future Fit Tech Strategy

Frederic Giron June 29, 2021
Learn how Standard Chartered's group CIO and his team continuously execute on the three key drivers of a future fit technology strategy: platforms, practices, and partners.
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Blog

Make Customer Value Technology’s North Star

Frederic Giron May 24, 2021
Learn the three hallmarks of the most customer-obsessed technology executives.
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Blog

Evolving Business And Technology Priorities In Asia Pacific Post-COVID-19 (On-Demand Webinar)

Frederic Giron July 13, 2020
It's no surprise that COVID-19 has had a significant impact on Asia Pacific firms’ business and technology priorities. According to our latest survey, 26% of firms are in survival mode versus 16% that are in growth mode.
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Blog

COVID-19: For Airlines, It Is Time To Give Nothing Less Than Their Best

Tom Mouhsian March 30, 2020
During a crisis, humanity prevails through unity, empathy, responsibility, and leadership. Read our five strategic recommendations for airline executives to focus on during the coronavirus pandemic.
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COVID-19: Leading Airlines Display Compassion, Resilience, And Good Old Business Sense

Tom Mouhsian March 30, 2020
Airlines have a major role to play in the global fight against the COVID-19 pandemic because they are part and fabric of this interconnected world, carrying people and cargo.
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Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins March 23, 2020
Better Late Than Never: There’s Still Time To Improve Your Pandemic Plans Companies are showing renewed interest in business continuity and revising their pandemic plans in response to the coronavirus outbreak. Last week, federal banking regulators issued additional guidance to help banks and their customers cope with the financial fallout of the outbreak. And a review of the risk sections of the annual reports for the Fortune 50 showed that about half […]
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Blog

Singapore Predictions 2020: Harnessing Energy

Frederic Giron November 25, 2019
Consumer energy will be a vital resource in 2020. We recap some of the predictions that our analysts in Singapore presented at a client event on November 19th.
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Blog

What To Expect From Predictions 2020 Singapore

Frederic Giron November 15, 2019
Forrester's leading analysts share what to expect at our 2020 Predictions event in Singapore on November 19.
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Blog

EY Flexes Its Blockchain Muscles In China

Meng Liu November 14, 2019
Key takeaways from EY’s Asia Pacific Blockchain Summit
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President Xi’s Calls For A Strong Development Of Blockchain In China: What’s Next?

Meng Liu October 28, 2019
On Thursday, October 24, Xi Jinping, president of the People’s Republic of China, exhorted the country to “seize the opportunity” offered by blockchain technologies. In particular, he called to “clarify the main direction, increase investment, focus on a number of key core technologies, and accelerate the development of blockchain technology and industrial innovation.” I have […]
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Blog

How WeBank Became The World’s Largest Digital Bank

Meng Liu October 24, 2019
Can you imagine a digital-only bank that has served 100 million customers within four years since its establishment? Not to mention those 100 million customers are all un-/underserved by traditional banks. Tencent-backed WeBank has achieved this goal and has become the largest digital bank in the world. The secret sauces of WeBank are the tech-driven […]
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Virtual Banks In Hong Kong Are Set To Rekindle The Retail Banking Experience

Meng Liu September 20, 2019
Eight more digital-only banks are set to launch in Hong Kong by the end of 2020. Find out what sets them apart and what incumbent banks must do to compete in the region.
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Video

Planes, Fuel, Seats, Bags, Meals, And Airline Profit — But What About CX?

Tom Mouhsian July 18, 2019
How airlines can connect the CX story to the money story.
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Blog

Facebook’s Libra Needs To Answer Three Questions

Meng Liu June 19, 2019
On June 18, Facebook officially launched its Libra cryptocurrency project, which aims to leverage blockchain technologies to create a new stable cryptocurrency backed by a basket of fiat currencies. Facebook says its aim is to enable accessible and affordable digital payments for billions of people, including un-/underbanked people across the world. It aims to make […]
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Blog

Hardwire CX To Financial Performance In The Financial Services Sector

Tom Mouhsian June 19, 2019
As leaders in the FS sector increasingly embrace customer-centric strategies, they will have to credibly connect the customer story to the money story. Otherwise, the legitimacy of often-heard CX slogans and promises can be easily challenged.
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Blog

When Trains Start Running Late: Japan’s Digital Awakening

Frederic Giron October 10, 2018
I love going to Japan, where everything works flawlessly and where customer obsession, or “omotenashi,” is deeply engrained into the culture of every institution: This is where, for instance, train operators apologize when their trains leave the platform 25 seconds earlier than scheduled. It’s also an economy stifled by a widespread risk-averse culture, a shrinking […]
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Blog

Through The Looking Glass: Join Us At Forrester's CX Singapore 2018 Forum

Frederic Giron August 15, 2018
“Now, here, you see, it takes all the running you can do, to keep in the same place. If you want to get somewhere else, you must run at least twice as fast as that!” — the Red Queen, Through The Looking-Glass I was reminded of this quote from Lewis Carroll’s book when analyzing the results […]
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