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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Webinar Consumer Outlook On 2021

    Thursday, February 4, 2021, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Anjali Lai, Martin Gill

    2020 will be remembered as a transformational year in world history; now, the decisions, actions, and innovations that occur in 2021 will set the trajectory for pandemic recovery and rebound that...

  • Report Empowered Consumers Go Green

    Empowerment Drives The Sustainability Transformation
    January 19, 2021 | Anjali Lai, Salvatore Schiano

    The past 20 years has enabled consumers to buy more products from more places more cheaply, but consumers feel unfulfilled. The rapid escalation of self-centered experiences has ignored a core...

  • Report Research Overview: Emotion

    A Guide To Our Emotion-Related Research
    January 11, 2021 | Jim Nail, Sarah Dawson

    Emotion is the foundation of consumer decisions, but organizations often prioritize hard data over the challenge of understanding emotions. New scientific insights as well as new measuring tools...

  • Report Singapore Banking Customers Prefer Hybrid Experiences

    Delight Customers With The Best Of Both Worlds: Digital And Physical
    December 18, 2020 | Tom Mouhsian

    Our annual CX Index and financial services studies offer fresh perspectives on what customers like, trust and prefer. In this report, we focus on customer experiences that take place in both...

  • Report The Future Of The Empowered Consumer In The US

    The Past Decade Of Consumer Evolution Shows That Consumers Want New Choices, More Immersive Experiences, And Greater Purpose
    December 15, 2020 | Anjali Lai

    People rebound from crises by discovering and flexing their muscles of empowerment. For over 20 years, we've used hundreds of thousands of global consumer surveys to measure the drivers and...

  • Webinar Empowered Consumers Go Green

    December 14, 2020 | Anjali Lai, Salvatore Schiano

    Conversations about the climate have ebbed and flowed for decades, yet 2020 marks a turning point where the combination of escalating climate hazards, a global pandemic, and a newfound consumer...

  • Webinar Consumer Predictions 2021

    December 11, 2020 | Anjali Lai

    The crises of 2020 will lead to further fragmentation among already-divided consumers and tensions for brands. Businesses will not survive the harsh climate of 2021 without tuning into key changes...

  • Webinar Customer Experience Predictions 2021: Trust And Zero UI

    December 9, 2020 | David Truog, Tristan Back

    Customer experiences (CX) and the work of the people who create them evolve continually, but the pandemic has been changing CX faster than ever — and those changes will accelerate in 2021....

  • Report Forrester Infographic: Banks Should Engage High-Energy Consumers With Hybrid Experiences

    December 2, 2020 | Xiaofeng Wang

    Consumer energy is the underlying emotional force that drives consumer desire, readiness, and ability to increase engagement with brands. High-energy consumers are strategic for banks in Singapore,...

  • Webinar Customer Insights Predictions 2021

    December 2, 2020 | Gene Leganza, Faith Adams, Cinny Little

    Forrester has solid data that shows that insights-driven firms outperform their peers, and our year-on-year data shows that advanced firms are widening the gap even further. Why? If 2020 has taught...

  • Forum Summit Asia Pacific

    The must-attend event for B2B & B2C marketing and CX leaders
    September 1, 2020 | Live Virtual Experience | Frederic Giron

    The combined power of Forrester and SiriusDecisions has unleashed a new energy into the products and services available to both the B2B and B2C community. By harnessing this energy, we are bringing...

  • Report Customer Engagement During A Pandemic: Best Practices Illustrated

    Use Our Customer Engagement Checklist To Vet Your Campaign
    July 21, 2020 | Amit Bhatia

    Plummeting sales in the wake of COVID-19 has made relentless customer engagement the new black. As brands flood customers with pandemic-related messages, their quality and relevance can quickly...

  • Webinar The US Customer Experience Index, 2020: CX Differentiation Is The Key To Long-Term Success

    June 23, 2020 | Michelle Yaiser, TJ Keitt

    During this webinar, we review the latest results from Forrester's US Customer Experience Index. We explain how the pandemic had little impact on this year's results, discuss trends in CX quality...

  • Report Use Your Brand To Energize The Employee And Customer Experience

    Organization: The Brand Experience Playbook
    June 15, 2020 | Dipanjan Chatterjee

    To recruit the right talent, support engaged employees, and create the most ardent brand ambassadors, firms must address their employee experience just as they would the traditional brand...

  • Report The US Customer Experience Index, 2020

    How Brands Build Loyalty With The Quality Of Their Experience
    June 15, 2020 | TJ Keitt

    As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all...

  • Report Delight The Right Customers To Build A Successful Business

    June 9, 2020 | TJ Keitt

    Businesses often chase high overall customer experience (CX) scores. But these beacon metrics, which measure the average experience across all customers, provide limited insights to business...

  • Report Expectations And Experiences: The Impact Of Your Customers' Expectations On CX Quality

    May 26, 2020 | Joana de Quintanilha, Victoria McRitchie

    Achieving excellent customer experience (CX) requires exceeding expectations — Forrester's Customer Experience Index (CX Index™) data proves it — but most brands are merely meeting expectations or...

  • Report Retention Is Not Enough: Banks Must Build Emotion-Rich Relationships To Grow

    Roadmap: The Brand Experience Playbook

    Banks have had a great run: For nearly a century, they've played an essential and highly visible role in people's lives, and most have consistently made tidy profits as a result. But many customers...

  • Forum CX Sydney

    The Time Is Now: Lead With Experience
    April 30, 2020 | Virtual Event | Michael Barnes

    CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

  • Webinar How To Get Digital CX Right Amid The Pandemic

    April 22, 2020 | Rick Parrish

    Now that your customers are stuck at home because of the COVID-19 pandemic, they’re engaging with you more digitally. They’re also in a more fragile emotional state. That’s why...

  • Report Customer Experience Trends In China, 2020

    How COVID-19 Affects Customer Expectations In China
    April 21, 2020 | Meng Liu

    Chinese enterprises in general and digital businesses in particular have been innovating and raising the bar for customer experience (CX) both within and beyond the country, including during the...

  • Webinar The Coronavirus And Consumer Sentiment

    How People Feel Will Affect Their Next Steps

    As the coronavirus spreads around the world, so do certain emotional responses that consumers have. At Forrester, we are carefully measuring how people go through various stages of understanding...

  • Report Video: How To Find Your Value-For-Customer Sweet Spot

    Use This Exercise To Find The Differentiating Blend Of Value Dimensions That Matches Your Target Customers' Needs

    Even if you think about "value for customer" the right way, you must still find the sweet spot in which you uniquely help your most important target customers create value. To help you do that,...

  • Webinar How To Be A Loyalty Company

    February 13, 2020 | Emily Collins

    B2C marketers understand that earning customer loyalty requires more than just offering a loyalty program. Any interaction a customer has with a brand has the potential to impact their loyalty. But...

  • Report The India Auto Manufacturers Customer Experience Index, 2019

    How Indian Auto Manufacturers Earn Loyalty With The Quality Of Their Experience
    January 28, 2020 | Amit Bhatia

    How well do leading auto manufacturing brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven auto brands that we analyzed as part of the...

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