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Blog
A Snapshot Of US Consumers’ Attitudes And Behavior During COVID-19
As we all navigate the fluidity and uncertainty of COVID-19, here at Forrester we are using our multimodal data to keep our finger on the pulse of rapidly changing consumer attitudes and behaviors. Stay tuned into our blog as we continue to publish a series of posts highlighting the latest consumer trends shaping the cultural and economic climate.
Blog
Evaluate And Adjust Your VoC Program To Improve CX During COVID-19
Read how to adjust your VoC program to deliver the critical customer feedback you need to serve and retain your customers during the COVID-19 pandemic.
Blog
Getting Digital CX Right Amid The Pandemic
Emotion is the most important dimension of CX quality — even for digital. Our CX Index™ data proves it. That goes double given the uncertainty of the COVID-19 pandemic. Read three ways to ensure you're delivering emotionally relevant CX during this difficult time.
Blog
Consumer Energy Drops On All Four Dimensions Amid COVID-19
To measure precisely what kind of emotional toll COVID-19 is taking on consumers — and how current consumer sentiment will influence imminent behavior — we applied Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands at this moment.
Blog
Disney+ To Reset The Streaming War In Europe Amid The COVID-19 Crisis
Streaming wars take a turn, as French government and telcos ask Disney to postpone the March 24 launch of Disney+ to avoid internet overload.
Blog
Point/Counterpoint: The Ethics Of COVID-19 Phishing
Security awareness testing for employees should be realistic. Yet those overseeing phishing drills should be careful when using coronavirus-related messaging.
Blog
Decision Making During The COVID-19 Crisis Requires A Bias Toward People, Not Profit
As the adage goes, character is what one does when no one is watching. Yet as the COVID-19 pandemic unfolds, leaders' choices and actions — and what they reveal about companies' priorities — are closely scrutinized.
Blog
Three Steps To Improving Customer Experience In The Middle Of The COVID-19 Pandemic
Read the three essentials of customer experience that every organization should prioritize during the ongoing COVID-19 pandemic.
Blog
The Odds Of A Tech Market Decline In 2020 Have Just Gone Up To 50%
Tech spending forecasts revised amid “sharp deterioration” in the economic outlook.
Blog
Your Employees Need More Healthcare Options During The COVID-19 Pandemic
As the number of COVID-19 cases surge in the US there is a looming threat facing the US — healthcare capacity. Given this stark reality senior executives at companies, must make swift decisions to protect their employees, their communities, and even the US healthcare system.
Special Report
PandemicEX Results: Workers Uncertain That They Can Care For Ill Family Members
The next phase of COVID-19 preparedness is helping workers care for ill loved ones. But our #pandemicEX survey results reveal that only half of US workers feel they have the flexibility at work to take care of sick family members.
Blog
Responding To Coronavirus: A Playbook For Marketing And Communications
Learn to develop a comprehensive plan that equips your organization to adapt to rapid change and ensure the safety of employees, customers, and other stakeholders.
Special Report
Employers Are A Trusted Source Of Information About Coronavirus But Face Competition From Disinformation Campaigns
New Forrester data shows employees have strong trust in their employers as a source of information about COVID-19, but infrequent employer communication can leave employees vulnerable to disinformation.
Blog
Retailers And Brands: Clean, Plan, Monitor, Cross-Train, Reassure — Then Repeat
The spread of the coronavirus (COVID-19) is impacting everything from global stock market vacillations and travel to retail traffic and buying patterns. To help retailers manage, we’ve rounded up some of the best advice we are hearing about the retail customer experience and managing business operations.
Blog
Passwords Belong In Time Capsules, Not IT Ecosystems
Threats from ever savvier cybercriminals demand better, more comprehensive responses.
Blog
Mainframe Developers Get Boost From BMC Acquisition Of Compuware
The move signals that DevOps has shifted from the broad adoption phase to the massive adoption phase.
Blog
Jack Welch’s Passing Leaves A Management Legacy That Still Resonates
Many of the lessons the former GE CEO preached — such as hiring great talent and empowering them to lead — remain important.
Blog
PandemicEX: The Employee Experience Of Coronavirus
What is the employee experience of a pandemic? Companies are making plans and governments are tracking the spread of the virus, but who is listening to the voice of the employees? Take our survey to help us track and share that data.