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The event will share insights and actionable advice to help CX, B2C marketing, and digital leaders increase customer retention and drive revenue growth. LONDON– Forrester (Nasdaq: FORR) today announced the full conference agenda for its CX EMEA event being held in London and digitally on 10–11 May 2023. At a time when consumer brands are bracing for strong, [...]

Firms with high levels of alignment across customer-facing functions report 2.4x higher revenue growth and 2x higher growth in profitability than those without alignment  CAMBRIDGE, Mass., February 21, 2023 — According to Forrester’s (Nasdaq: FORR) customer-obsessed growth engine research​, outdated short-term growth strategies that focus on extracting value from customers no longer work. Dramatic changes in [...]

Millennial and Generation Z buyers are more demanding, with 90% citing dissatisfaction with their vendors  CAMBRIDGE, Mass., February 15, 2023 — According to Forrester’s (Nasdaq: FORR) Younger Buyers Have Changed The Business Buying Landscape report​, Millennials and Gen Z constitute 64% of business buyers, with Millennials making up more than half of all business buyers. These [...]

Transition to the new Forrester Decisions platform on track Cambridge, Mass., February 9, 2023 . . . Forrester Research, Inc. (Nasdaq: FORR) today announced its 2022 fourth-quarter and full-year financial results. Commenting on the results, George F. Colony, Forrester’s CEO and chairman stated, “In 2022, we posted strong growth on both the top and bottom [...]

Forrester’s new research, Lessons Learned From The World’s Biggest Data Breaches And Privacy Abuses, 2022, finds that, last year, 1.2 billion customer or citizen records were exposed in just the top 35 global breaches. More than $2.7 billion in fines were levied by regulatory bodies to the top 35 violators. According to Forrester, 74% of [...]

A new report (Generative AI Prompts Productivity, Imagination, And Innovation In The Enterprise) finds that generative AI can augment and enhance existing business processes in ways that were previously impossible. Forrester defines “generative AI” as: “A set of technologies and techniques that leverage massive corpuses of data, including large language models, to generate new content [...]

According to Forrester’s 2022 India Auto Manufacturers Customer Experience Index (CX Index™) rankings, Toyota emerged as the 2022 customer experience leader, zooming back to the top of the table and displacing last year’s leader Ford. Overall, the auto industry made progress, with the average scoring improving by two points and all brands delivering ‘good’ CX, [...]

According to Forrester’s “European Auto And Home Insurers Customer Experience Index (CX Index™) Rankings, 2022”, the average CX Index score for European auto and home insurers dropped significantly from 67.9 to 67.1 on a 100-point scale.  For the report, Forrester surveyed 11,484 European adult customers of 39 auto and home insurance brands in France, Germany, [...]

The New York Times: Principal Analyst Kelsey Chickering explains why brands are trying to extend their TV ads’ reach by engaging audiences on TikTok during the Super Bowl. Read the full article here. Read more from Kelsey here.

The Wall Street Journal: Principal Analyst Christopher Gilchrist discusses how tech leaders, in looking at the current job market, should avoid being aggressive with short-term cuts and instead “reposition” their current staff to focus on business strengths. Read the full article here. Read more from Christopher here.

The Washington Post: Analyst Stephanie Liu outlines best practices consumers should consider regarding zero-party data transactions. Read the full article here. Read more from Stephanie here.

CNBC: In a video interview, Analyst Rowan Curran (starting at 1:06, 6:41, 9:01, and 11:58) breaks down the hype surrounding ChatGPT, as well as its applicable use cases and current limitations. Watch the interview here. Read more from Rowan here.