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Despite an average drop in overall CX scores, UOB and Income Insurance have respectively emerged as new leaders in the banking and insurance sectors SINGAPORE, November 21, 2022 — According to Forrester’s (Nasdaq: FORR) 2022 Singapore Customer Experience Index (CX Index™), despite positive change in CX scores in 2021, financial services firms in Singapore have been unable to maintain [...]

SYDNEY, November 16, 2022 — Forrester (Nasdaq: FORR) today announced that Sportsbet, AIA Group, and A.S. Watson Group are winners of its Asia Pacific Technology Awards. These awards, presented at Forrester’s Technology & Innovation APAC, recognise Sportsbet for executing an enterprisewide future fit technology strategy and both AIA Group and A.S. Watson for executing outcomes-driven enterprise architecture practices. All [...]

Forrester’s Financial Services Customer Trust Index helps providers assess and build customer trust to accelerate revenue growth   CAMBRIDGE, Mass., November 10, 2022 — According to Forrester’s (Nasdaq: FORR) Financial Services Customer Trust Index rankings, over 50% of US customers have low trust in financial services providers across the banking, credit card, insurance, and investment industries. [...]

Year-over-year total contract value increased by 7% to $353 million Company raises guidance for balance of year Cambridge, Mass., November 2, 2022 — Forrester Research, Inc. (Nasdaq: FORR) today announced financial results for the third quarter ended September 30, 2022, and raised its guidance for the balance of the year. Results were driven by contract [...]

According to Forrester’s 2022 Malaysian Banking Customer Experience Index (CX Index™) rankings, the average CX Index score of Malaysian banks improved significantly, from 62.7 to 65.7 on a 100-point scale. However, all brands are still stuck in the OK category. In this second annual evaluation, most banks’ CX Index scores inched forward and the rankings [...]

As global uncertainties — inflation, labor shortages, and supply chain issues included — persist, retailers must reinvent their technology, processes, operations, and employee experience (EX) measures this holiday season. Forrester’s “The 2022 Holiday Planning Guide” outlines key insights to help retailers plan their marketing and fulfillment operations and deliver on consumer expectations.  Additionally, Forrester’s“2022 Online [...]

Forrester benchmarked customer experience quality across 47 leading banks in Europe   According to Forrester’s 2022 European Banking Customer Experience Index (CX Index™) rankings, customers rated banking experiences: good in the UK; OK in Germany, Italy, France, and Sweden; and poor in Spain.   Forrester surveyed customers of 47 banks across France, Germany, Italy, Spain, Sweden, and [...]

As the largest contributor to global GDP, APAC has become a battleground for cloud platform providers from China, Europe, and North America, all seeking to capture a share of this burgeoning cloud market. Today, APAC boasts the largest share (37%) of the world’s cloud data centres, with targeted investments to expand onshore capacity in emerging [...]

Forbes: Forbes highlights Forrester’s 2023 predictions in a new article, including how one in five CX programs will disappear — while one in 10 will be stronger than ever. Read the full article here.

The Wall Street Journal: VP, Principal Analyst Bobby Cameron shares reasons why CIOs should make enabling hybrid work a priority for employees. Read the full article here. Read more from Bobby here.

USA Today: VP, Research Director Mike Proulx outlines challenges Disney will likely face as former CEO Bob Iger once again helms the company. Read the full article here. Read more from Mike here.

WBUR: Senior Analyst Alla Valente discusses inventory and supply chain challenges retailers should anticipate this holiday season. Read the full article here. Read more from Alla here.