Press Release

Forrester: Automation Will Cause Australia’s Job Market To Shrink 11% By 2030 Workers in administrative and support roles are most at risk, with 63% of jobs expected to be automated by 2030 SYDNEY, February 23, 2021 — According to Forrester (Nasdaq: FORR), Australia’s job market will shrink by 11%, or 1.5 million workers, by 2030, as artificial intelligence [...]

Cambridge, Mass., February 11, 2021 . . . Forrester Research, Inc. (Nasdaq: FORR) today announced its 2020 fourth-quarter and full-year financial results. Fourth-Quarter Financial Performance Total revenues were $120.5 million for the fourth quarter of 2020, compared with $124.3 million for the fourth quarter of 2019. Adjusted revenues, which exclude the fair value adjustment to [...]

Forrester’s touchless solution for customer experience tracking will help the airport securely obtain immediate and critical feedback from passengers CAMBRIDGE, Mass., Jan. 20, 2021 — Forrester (Nasdaq: FORR) announced today that the touchless version of FeedbackNow, a solution for real-time data collection on customer experience, is now available at Fiumicino Airport in Rome, Italy. Due to the pandemic, cleanliness and hygiene [...]

For the fourth time in five years, Forrester (Nasdaq: FORR) has been honored with a Glassdoor Employees’ Choice Award, recognizing the Best Places to Work in 2021. The Employees’ Choice Award is based solely on the input of employees who elect to provide anonymous feedback by completing a company review about their job, work environment, [...]

With vendors infusing AI into existing software products, overall market size will grow to $37 billion by 2025 CAMBRIDGE, Mass., December 10, 2020 — According to Forrester (Nasdaq: FORR), the overall artificial intelligence software market — despite ballooning to $37 billion by 2025 — will fall below current investor projections of $150 to $200 billion [...]

Despite uncertainty from COVID-19, US online holiday sales are expected to surpass $170 billion in 2020 CAMBRIDGE, Mass., November 18, 2020 — Forrester (Nasdaq: FORR) estimates that US online holiday sales will grow 24% year over year in 2020. According to a new forecast report, “US Online Holiday Sales Will Reach Historic Levels Despite Uncertainty [...]

Confidence, respect, and value drive customer loyalty at European banks London, November 18, 2020 — According to Forrester (Nasdaq: FORR), leading European banks increasingly differentiate on customer experience quality, with mutuals and direct banks outperforming traditional banks due to their laser-sharp focus on delivering effective, easy, and emotionally positive experiences to their customers. Unveiled at [...]

European insurance customers value person-to-person or hybrid (physical and digital) experiences London, November 18, 2020 — According to Forrester (Nasdaq: FORR), the quality of CX across European auto and home insurance providers is mediocre. With the industry’s low-touch engagement model, channel complexity, and price sensitivity, leading insurers struggle to elevate customer experience. Forrester’s 2020 European [...]

Live virtual experience will explore how CX and marketing leaders can collaborate better to improve the customer experience LONDON, November 3, 2020 — Forrester (Nasdaq: FORR) today announced the full conference agenda for its CX EMEA live virtual, immersive experience to be held November 17–19, 2020. According to Forrester, digital touchpoints will be central to European customer engagement in the [...]

Cambridge, Mass., October 29, 2020 . . . Forrester Research, Inc. (NASDAQ: FORR) today announced its 2020 third-quarter financial results. Third-Quarter Financial Performance Total revenues were $108.6 million for the third quarter of 2020, consistent with the third quarter of 2019. Adjusted revenues, which exclude the fair value adjustment to deferred revenue from the acquisition [...]

The trends will help leaders accelerate digitization and create resilient businesses  CAMBRIDGE, Mass., October 22, 2020 — According to Forrester (FORR: NASDAQ), the next decade will require CIOs to both respond to digital acceleration and proactively manage uncertainty. Rapidly changing consumer trends, complex security concerns, the ethical use of artificial intelligence, and the increasing impacts of [...]

Event will explore how CIOs and tech leaders must invest in adaptive, creative, and resilient technologies to meet future customer and employee needs  CAMBRIDGE, Mass., October 21, 2020 — Forrester (Nasdaq: FORR) today announced the full conference agenda for its Technology & Innovation Global 2020 live virtual, immersive experience to be held November 4–6, 2020. According to Forrester, 84% of [...]

Firms will accelerate investments in technology to both enable their workforce and provide differentiated experiences  CAMBRIDGE, Mass., October 15, 2020 — Forrester (FORR: NASDAQ) predicts that 2021 will be the year that every company — not just the 15% of firms that were already digitally savvy — will double down on technology-fueled experiences, operations, products, and [...]

Firms will accelerate investments in technology to enable their workforce and provide differentiated experiences LONDON, Oct. 15, 2020 – Forrester (FORR: NASDAQ) predicts that 2021 will be the year that every company will double down on technology-fueled experiences, operations, products, and ecosystems. According to Forrester’s 2021 Predictions released today, the success of European organisations will depend on how quickly and [...]

Future fit strategies rooted in customer obsession will drive tech innovation.  CAMBRIDGE, Mass., October 14, 2020 — According to Forrester’s (FORR: NASDAQ) Future Fit approach, technology strategies that enable firms to quickly reconfigure business structures and capabilities — amid ongoing uncertainty and changing business needs — will drive tech innovation in the 2020s. To address future [...]

LONDON, UK, October 7, 2020 — Forrester (Nasdaq: FORR) today released the list of UK, French, Italian, and Spanish banking and insurance brands included in its European 2020 Customer Experience Index (CX Index™) rankings.  Forrester’s CX Index measures and ranks 14 UK brands, 15 French brands, 14 Italian brands, and 14 Spanish brands across the banking and auto/home insurance industries to understand how a brand’s customer experience directly impacts the loyalty of its customers.  Below is a list of all the brands in each country across both industries:  UK  Auto/home insurance: Admiral / Diamond / [...]

Toyota Kirloskar, Mahindra & Mahindra, and American Express scored the highest for delivering consistently excellent experiences to customers. NEW DELHI, October 6, 2020 — According to Forrester’s (Nasdaq: FORR) Customer Experience Index (CX Index™) 2020, 69% of customers had good experiences with Indian brands — with 10% even reporting having excellent experiences despite COVID-19. Even though the pandemic has [...]

DBS Bank and FWD emerged at the top in the banking and insurance sectors, respectively SINGAPORE, October 6, 2020 — Forrester (Nasdaq: FORR) today announced the results of its Singapore 2020 Customer Experience Index (CX Index™), which focused on the quality of customer experience among the financial services brands across the multichannel banking and automotive/home insurance industries. According [...]

Rethinking familiar approaches to selling and building anew will be critical to the B2B revenue engine  CAMBRIDGE, Mass., October 5, 2020 — To help B2B marketing, sales, and product leaders align priorities amid unpredictable market conditions, Forrester (NASDAQ: FORR) today released Planning Assumptions 2021. As B2B executives build their annual plans for 2021, Forrester’s SiriusDecisions Planning [...]