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• 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...

• 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 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...

• 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 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...

• Report The Australia Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  November 19, 2019 | Riccardo Pasto

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 31 brands across three industries and the federal...

• Report The Forrester Banking Wave™: Australian Mobile Apps, Q2 2019

  Australian Banks' Mobile Apps Are Effective, But Most Need To Improve Functionality Or Usability To Create Great Experiences

  June 25, 2019 | Zhi-Ying Barry, Riccardo Pasto

  Mobile apps are the touchpoint of choice for Australians to manage their finances. Digital banking leaders need to build mobile banking around customer needs, empowering customers to manage their...

• Report The Australia Superannuation Customer Experience Index, 2018

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

  May 8, 2019 | Riccardo Pasto, Zhi-Ying Barry

  How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? For the first time, we reveal the complete rankings of seven...

• Report The Australia Banking Customer Experience Index, 2018

  How Australian Banks Earn (And Lose) Loyalty With The Quality Of Their Experience

  April 11, 2019 | Riccardo Pasto, Zhi-Ying Barry

  How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of eight banks that we analyzed as part of the Australia...

• Report The Australian Government's Customer Experience Affects Mission Outcomes

  Insights From Forrester's Customer Experience Index

  March 29, 2019 | Riccardo Pasto, William Willsea

  Like most global citizens, Australians rate their government's customer experience (CX) as poor. In this report, we measure the impact of the government's CX on its mission performance with our...