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Aligning brand and customer experience empowers companies to outperform competitors, achieve up to 3.5x revenue growth, and earn higher customer retention and loyalty  NASHVILLE, Tenn., and CAMBRIDGE, Mass., June 24, 2025 — According to Forrester’s (Nasdaq: FORR)​ Global Total Experience Score Rankings, 2025, when companies align their brand promise with the experiences they deliver across both customer [...]

CX hit an all-time low in North America, while Europe made some gains and Asia Pacific struggled NASHVILLE, Tenn., and CAMBRIDGE, Mass., June 24, 2025 — According to Forrester’s (Nasdaq: FORR) global Customer Experience Index (CX Index™) 2025 rankings, ongoing challenges that drove last year’s decline in customer experience (CX) quality — weaker employee experience, [...]

Debuted this year, the Brand Experience Index measures the interconnectedness between brand and customer experience, enabling companies to quantify their integrated impact NASHVILLE, Tenn., and CAMBRIDGE, Mass., June 24, 2025 — According to Forrester’s (Nasdaq: FORR) Brand Experience Index (BX Index™), both customers and non-customers are more likely to purchase from, recommend, prefer, and pay a premium [...]

CIBC and a senior leader from AT&T to be honored at CX Summit North America for exemplifying customer obsession   CAMBRIDGE, Mass., May 27, 2025 — Forrester (Nasdaq: FORR) today announced Canadian Imperial Bank of Commerce (CIBC) as the recipient of its Customer-Obsessed Enterprise Award. Additionally, John Miller, vice president of consumer and retail solutions at AT&T, has [...]

According to Forrester’s Digital Experience Review™: North American Mobile Banking Apps, Q4 2024 evaluation, consumers view North American banks’ mobile apps as largely undifferentiated. Mobile apps have become the channel of choice for tens of millions of banking customers. Currently though, 65% of US and 62% of Canadian banking customers, respectively, want to accomplish any [...]

According to Forrester’s Digital Experience Review™: Europe Mobile Banking Apps, Q3 2024, 85% of European online banking customers use mobile apps frequently. However, to optimize the mobile banking experience, European banks need to implement more robust fraud and security measures, focus on inclusion and accessibility to deliver customer value and earn trust, and deploy more [...]

Following its initial list of the top 10 emerging technologies for 2024, Forrester has released a new report, Ten More Top Emerging Technologies For 2024, which identifies additional technologies that can deliver tangible return on investment for firms over the next two years, including: Aerial drones. Unmanned aerial drones, which can fulfill commercial tasks like [...]

According to Forrester’s report, The State Of Generative AI Inside US Agencies, 2024, agencies that embrace genAI will better serve brands, keep up with competitors, and support employee creativity.  Forrester finds that US agencies lead the field in terms of genAI adoption: more than 60% of decision-makers report that their agency is already using genAI, [...]

The Associated Press: As the US administration threatens to place a 25% tariff on iPhones unless Apple begins building them in the US, VP, Principal Analyst Dipanjan Chatterjee describes how the tech giant can absorb some tariff-induced cost increases without significant financial impact, at least in the short term. Read the full article here. Read more from Dipanjan [...]

The Guardian: Following the news that Sir Jony Ive has sold his startup to OpenAI for $6.4 billion, VP, Principal Analyst Martha Bennett states that any new product they launch will need to be amazing in order to shift people away from today’s screen-based devices. Read the full article here. Read more from Martha here.

Forbes: VP, Principal Analyst Dipanjan Chatterjee describes how winning brands are those who build emotional connections with customers and make them feel like more than a transaction. Read the full article here. Read more from Dipanjan here.

Bloomberg: In a video interview, VP, Principal Analyst Sucharita Kodali examines Target’s latest earnings results and how the retailer is cutting its outlook following a weaker-than-expected quarter. Read the full video here. Read more from Sucharita here.