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Insights
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Lean Isn’t Always Lean: There Are Lean Cores And Lean Cores In Banking
Understanding the lean-core concept is key to easing digital transformation challenges. Vice President Jost Hopperman clears up some of the confusion surrounding the concept.
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The Biggest Digital Health Deal Of All Time: Teladoc Health And Livongo Merge To Deliver Proactive, Broad Spectrum Digital Health
Telehealth megamerger ushers in a new era of digital health.
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Rethinking Sustainability In The Middle Of A Pandemic
2020 has been a year of reckoning. Sustainability is now a business necessity, not just a differentiator. Finance and technology have important roles to play.
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Forrester Can Help You Craft Your Customer Obsession Strategy
In my research, I found that customer obsession was the good idea that everyone agreed with, but no one knows how to do. Let's change that. Read our new, complimentary eBook to get an actionable framework for a customer obsession strategy.
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Forecasting In Uncertainty: Q2 2020 US GDP Report Reveals Negative Surprises For US Economy But Positives For US Tech Market
US GDP fell 32.9% in the second quarter. Learn the implications for the economy and the tech sector specifically.
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Straight From The Source: Collecting Zero-Party Data From Customers
Marketers are building out experiences to ask customers about volunteer zero-party data that they can’t infer, buy, or collect elsewhere.
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The Future Of Banking Has Arrived
Forrester's latest research finds future of banking will be invisible, connected, insights-driven, and purposeful. Analysts Jacob Morgan and Alyson Clarke break it all down.
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Ant Group’s Next Move
Learn more about the plans and ambitions the digital giant revealed at its recent analyst event.
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Why CX Prioritization Matters And How To Get Started
A CX prioritization process ensures that resources are used with maximum efficiency and efficacy. Discover how to quickly set up a CX prioritization process.
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Brands Built Up Much CX Equity Pre-Pandemic; Here’s How They Can Use It Wisely
According to the US CX Index 2020, leading brands built up a reservoir of CX equity before the pandemic. Here's how they can best capitalize on CX equity.
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2020 German, French, And UK Tech Markets All Likely To Fall, With The UK’s The Most Vulnerable
Our tech market forecast for the three economies shows tech spending will fall 5% to 7% in the best-case scenario.
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The Customer Feedback Frenzy Continues As Microsoft And Salesforce Up Their Game
New offerings from both companies let organizations collect survey feedback easily and cost-effectively. While this is timely, as many companies are trying to reduce spend, voice-of-the-customer programs need to go further.
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Insights From Forrester’s US Retail Recovery Heat Maps (April – July 2020)
See how the retail economies of 30 major US metropolitan areas have fared in the wake of the pandemic, and learn what the near future may hold.
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It’s Time To Say Goodbye To The EU-US Privacy Shield
In the wake of the recent ECJ ruling on Safe Harbor, here are five steps security and risk professionals can take to ensure the safe transfer of personal data of European residents to the US.
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How American Express Boosted Survey Response Rates Up To 3x
Do you wonder how to increase survey response rates? I recently had a great conversation with Luis Angel-Lalanne, vice president of customer listening at American Express. Amex recently improved survey response rates by 250-300%.
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“All Right, You Made Your Point. Now What Do We Do About It?”
On Wednesday, July 15, we’re inviting executives from all companies — large and small, B2B, and B2C — to participate in our inaugural CX Reality Day and test out the real experiences that their brand delivers to customers.