Search Results

• Report Customer Service Shines Through The Crisis

  How Top Firms In Asia Pacific Differentiated With Customer Service For Better Customer Experiences

  January 19, 2021 | Amit Bhatia, Vasupradha Srinivasan

  As businesses coped with a string of crises in 2020, customer service was a crucial part of the response; sometimes, it was the only point of contact for customers in trouble. We interviewed three...

• Survey Business Technographics® Software Survey, 2020

  December 14, 2020

  Survey Topics Priorities and structure Software strategy General software questions Application portfolio Packaged software — adoption and vendors Software as a service (SaaS) Platform as a...

• Survey Business Technographics® Business And Technology Services Survey, 2020

  November 23, 2020

  Survey Topics Priorities Use cases of third-party services Vendor selection and selection criteria Vendors and strategic partnerships Digital transformation Budget and spending Digital business...

• Survey Business Technographics® Security Survey, 2020

  October 19, 2020

  Survey Topics Priorities and org structure Cybersecurity and privacy maturity assessment General security questions Technology risk and policy Sourcing strategy Governance, risk, and...

• Survey Business Technographics® Infrastructure Survey, 2020

  October 19, 2020

  Survey Topics Priorities Organizational information IT and digital operations Infrastructure initiatives Sourcing strategy Cloud Public cloud Hosted private cloud Internal private cloud Hybrid...

• Survey Business Technographics® Marketing Survey, 2020

  August 31, 2020

  Survey Topics Organizational information — priorities and challenges Organizational information — structure Budget detail Demand management Content marketing Marketing...

• Report A Three-Step Approach To Jump-Starting CX Transformation In Government

  Government Organizations Are Making Inroads But Have A Long Journey Ahead

  August 25, 2020 | Riccardo Pasto

  High-quality customer experience (CX) drives mission success. When government CX improves, customers engage, trust, and forgive; government operations run more smoothly and cost less; and people's...

• Survey Business Technographics® Workforce Survey, 2020

  August 24, 2020

  SURVEY TOPICS   Device usage Device inventory App usage Device preferences Device ownership and bring your own (BYO) App inventory App ownership App attitudes Mobile wireless...

• Report How Ending CX Bonuses Boosted CX Scores And Profitability For Volkswagen Group Australia

  July 21, 2020 | Maxie Schmidt-Subramanian

  Even though paying employees for delivering good customer experience (CX) is a bad idea, many firms still do it. This report for CX professionals shows how Volkswagen Group Australia, a firm in an...

• Survey Business Technographics® Mobility Survey, 2020

  July 20, 2020

  Survey Topics Purchase source General priorities Technical implications Mobile technical strategy Mobile apps Custom mobile app development Mobile management 5G networks Edge...

• Report The Forrester Digital Experience Review™: Australian Mobile Banking Apps, Q3 2020

  CommBank Is Australia's Overall Digital Experience Leader

  July 14, 2020 | Zhi-Ying Barry, Riccardo Pasto

  Mobile apps are the touchpoint of choice for Australians to manage their finances. To see how helpful mobile apps are to customers, we evaluated the mobile apps of the Big Four Australian banks and...

• Report Australia Tech Market Outlook, 2020 To 2021

  The COVID-19 Recession Will Wipe Out Already Slowing Growth

  June 22, 2020 | Sam Higgins, Andrew Bartels

  In mid-2019, CIOs prepared budgets and tech vendors set marketing plans for the future — but the COVID-19 pandemic has changed everything. Forecasting has become increasingly difficult, but...

• Survey Business Technographics® Data And Analytics Survey, 2020

  June 22, 2020

  Survey Topics Priorities and structure Insights-driven business maturity assessment Data, data management, and analytics Artificial intelligence Automation Cloud Internet of things (IoT) and...

• Report Twenty-Five Ways Governments Innovated To Support Their Customers During The Pandemic

  Public-Sector Organizations Cook Up New Ways To Work With And Support Individuals And Businesses

  June 19, 2020 | Judy Weader, Rick Parrish

  Experience improvement should happen all the time — even more so when a pandemic makes business as usual impossible. Across the globe, governments at all levels are rethinking how they can support...

• Report Center Your COVID-19 Business Recovery Planning Around Employee Understanding

  Build Empathy And Trust To Effectively Address Employee Concerns And Challenges

  June 17, 2020 | Michael Barnes, Zhi-Ying Barry, Riccardo Pasto

  With COVID-19 restrictions easing, organizations are accelerating plans to reopen facilities and reengage customers physically as well as virtually. While Australians are more confident of their...

• Survey Business Technographics® Developer Survey, 2020

  June 12, 2020

  Survey Topics Priorities Experience and talent Org structure Development processes Development testing Development technologies App architecture Development in the cloud Low-code...

• Survey Business Technographics® Priorities And Journey COVID-19 Recontact Survey, 2020

  June 8, 2020

  Survey Topics Business priorities IT priorities Technology priorities Budget questions Vehicle and channel shifts Business continuity plans Workforce and technology implications Digital...

• 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...

• Survey Business Technographics® Networks And Telecom Survey, 2020

  April 27, 2020

  SURVEY TOPICS General networking and priorities Software-defined networks (SDNs) Managed services Purchase sources Unified communications Contact centers Wide area networks (WANs) Internet of...

• Report How Australian Employees Feel About COVID-19: A PandemicEX Survey

  Understand Your Employees To Help Guide Them Through Uncertainty

  April 22, 2020 | Michael Barnes, Riccardo Pasto, Zhi-Ying Barry

  In the face of the ongoing COVID-19 pandemic, business managers and leaders need to support their employees with a thoughtful, empathetic approach. Forrester's Q1 2020 Australian PandemicEX Survey...

• Report The State Of Open Banking In Australia

  April 14, 2020 | Zhi-Ying Barry, Jacob Morgan

  The Australian government has mandated that the Big Four banks comply with open banking by July 2020 and that all other authorized deposit-taking institutions (ADIs) comply by July 2021. Many banks...

• Report The State Of Digital Retail Payments In Asia Pacific

  Digital Payments Are Making Progress But Still Face Major Hurdles

  April 13, 2020 | Meng Liu

  A storm is brewing in the digital retail payments space in Asia Pacific (AP). Financial technology (fintech) innovations, booming venture capital funding, conducive regulations, and keen...

• Report The Australia Superannuation Customer Experience Index, 2019

  How Australian Superannuation Firms Earn (But Mostly Lose) Loyalty With The Quality Of Their Experience

  April 1, 2020 | Riccardo Pasto

  How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? This report reveals the complete rankings of seven superannuation...

• Survey Business Technographics® Priorities And Journey Survey, 2020

  March 23, 2020

  Survey Topics Technology involvement Budget questions IT transformation maturity assessment Technology breakout Change in technology spending Priorities and priority actions IT and technology...

• Report To Digitally Transform, Government Agencies Must Start By Becoming Customer-Obsessed

  Embrace Outside-In Thinking To Overcome Execution Barriers And Fulfill Your Mission

  February 24, 2020 | Sam Higgins, Zhi-Ying Barry

  An independent review of the Australian Public Service (APS) revealed the need for servicewide transformation — both short-term change and long-term reform — to better serve Australians and improve...