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Service enables leaders to drive loyalty across customers’ most meaningful touchpoints CAMBRIDGE, Mass., September 23, 2021 — Forrester (Nasdaq: FORR) introduces Forrester Decisions for Customer Experience to help customer experience (CX) leaders and their teams strengthen and scale the CX discipline, maximize the ROI of CX improvements, and align CX investments to the experiences that improve loyalty and drive revenue. [...]

Service helps leaders keep pace with ever-changing digital expectations and build greater agility, resiliency, and creativity across the technology ecosystem CAMBRIDGE, Mass., September 21, 2021 — To accelerate technology modernization, Forrester (Nasdaq: FORR) introduces Forrester Decisions for Technology Architecture & Delivery. With 48% of global firms investing in digital transformation, this service offers bold vision research, curated tools and frameworks, [...]

FWD maintains its lead among insurers, while Citibank raises its performance to become a CX leader in multichannel banking SINGAPORE, September 20, 2021 — According to Forrester’s (Nasdaq: FORR) 2021 Singapore Customer Experience Index (CX Index™), the quality of customer experience improved significantly in the automotive/home insurance industry compared to the banking industry for the first time since the [...]

Service helps leaders anticipate and manage cybersecurity risks and deploy the right security technology to protect business reputation CAMBRIDGE, Mass., September 16, 2021 — To help firms better prepare, anticipate emerging threats, and protect their reputation, Forrester (Nasdaq: FORR) introduces Forrester Decisions for Security & Risk. According to Forrester, 54% of firms worldwide describe their business continuity plans as being [...]

While the Asia Pacific region experienced the slowest YoY growth in online retail sales globally in 2020, it still added US$230 billion, with China accounting for one-third of additional global sales. As the largest market in the region, China accounts for 82% of the total e-commerce market and grew by 15% in 2020. Overall, e-commerce [...]

CommBank and UP provide best mobile banking apps in Australia The pandemic drove a rush to digital out of necessity, with banks racing to serve Australian consumers on digital touchpoints due to the lockdowns.  According to Forrester data, mobile apps are the touchpoint of choice for Australians to manage their finances. In 2021, 42% of [...]

Companies worldwide are thinking about what an ideal “return to work” scenario should look like for their employees. According to Forrester, a striking 75% of CEOs expect their office spaces to shrink. At the same time, it’s predicted that 70% of US and European companies will pivot to a hybrid work model post-pandemic. Yet every [...]

The Forrester 2021 Online Retail Forecast for Western Europe shows that e-commerce in the region grew 2.5 times faster in 2020 than in 2019 which means a record growth of 31%. The countries with the most developed e-commerce markets, such as the Netherlands, Sweden, Germany, and the UK, saw the fastest rates of growth, as did food and drink, alcohol, video games, and [...]

Nikkei Asia: Xiaofeng Wang discusses the importance of the Chinese market to Facebook, even as domestic consumers are unable to access the social network within China. Read the full article here. Read more from Xiaofeng here.

MarketWatch: Alla Valente analyzes supply chain issues surrounding back-to-school shopping this year. Read the full article here. Read more from Alla here.

Fast Company: In this byline, J.P. Gownder and James McQuivey summarize the key takeaways from Forrester’s anywhere work research to help business leaders assess what’s best for their companies. Read the full article here. Read more from J.P. here and James here.

CNBC: Glenn O’Donnell shares how smartphone manufacturers will continue to be impacted by the global computer chip shortage. Read the full article here. Read more from Glenn here.