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Webinar Forrester's 2020 Review Of European And UK Banks' Mobile Apps
Insights, Best Practices, And Lessons Learned
Tuesday, January 26, 2021, 5:00 a.m.-6:00 a.m. Eastern time (10:00-11:00 GMT) | Karine Cardona-Smits, Luis DeyaFor millions of people, mobile apps have become the hub of their banking relationship and the starting point for many financial decisions and activities. To gauge how effective and easy different...
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Report Customer Service Shines Through The Crisis
How Top Firms In Asia Pacific Differentiated With Customer Service For Better Customer Experiences
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...
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Report Implement Effective Customer Service Metrics
Benchmarks: The Contact Centers For Customer Service Playbook
Customer service leaders can easily become distracted by the sheer volume of metrics available for tracking operational activities and may fail to deliver on key business goals. To keep customer...
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Webinar Wealth Management Predictions 2021
Firms Embrace Digital To Thrive
We will remember 2020 for COVID-19: The pandemic permanently changed the ways customers seek advice and how financial advisors dispense it. As the lockdown began, consumers did not have access to a...
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Webinar Insurance Predictions 2021
Insurers Find Opportunity Amid Chaos
We are a world in recovery heading into 2021. Insurers will need to contend with an unpredictable virus and its economic consequences, dramatic climate events, and the aftermath of a polarizing US...
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Webinar How To Apply The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020
January 12, 2021 | TJ KeittAs the global coronavirus pandemic has shown us, businesses must rapidly adapt their customer experience (CX) strategies to keep up with changing customer needs. In order to do that, many...
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Report How To Scale Your Design Organization
Roadmap: The User Experience Playbook
January 7, 2021 | Gina BhawalkarThe surge in demand for experience design (XD) requires that you answer a hard question as a design leader: How can your XD organization scale up? This report explains how, based on best practices...
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Report Forrester Infographic: Brand Communication And Action Drive Perception For Indian Banks
December 30, 2020 | Amit BhatiaApart from spawning a health crisis in 2020, the pandemic inevitably also created an economic one, pushing financial institutions into the spotlight. Like their global peers, banks in India strove...
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Report Singapore Banking Customers Prefer Hybrid Experiences
Delight Customers With The Best Of Both Worlds: Digital And Physical
December 18, 2020 | Tom MouhsianOur 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...
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Report Ingredients Of Great Design: Conquer Six Myths
Principles: The User Experience Playbook
Many companies striving to get better at designing experiences won't. Why? Because they fall for widespread myths about what design is, who should be involved in it, and how to do it well. For...
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Report Five Ways To Ensure Deep Collaboration Between Marketing And Customer Experience
Employ Them All To Ensure Consistently On-Brand Interactions That Drive Customer Loyalty
December 14, 2020 | Rick ParrishMarketers and CX professionals are out of touch with today's business realities. While companies pursue business models that scramble traditional customer lifecycles, marketing and CX functions...
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Report Your Brand's Customer Experience Depends On Partner And Customer Understanding
Best Practices For Qualitative And Quantitative Research With And About Partners
B2B2C firms looking to improve the end-customer experience must first understand the current experience — not just of the customers but of the partners who deliver those experiences as well. This...
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Report How B2B2C Companies Can Invest In Their Partners And Boost Everyone's Bottom Lines
Enable Your Partners To Maximize Efficiency And Increase Revenue
B2B2C companies face a difficult challenge: How can they provide reliable, consistently excellent, and on-brand experiences to their end customers when they don't own all of the customer...
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Webinar Empowered Consumers Go Green
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...
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Report Chatbots And Virtual Assistants Can Help B2B Organizations Close The Digital Experience Gap
Automated Conversational Engagement Meets The Modern B2B Buyer's Need For Immediacy
December 11, 2020 | Steven CaseySocial distancing has fast-forwarded the B2B buyer journey into an almost exclusively digital adventure. With face-to-face meetings all but impossible, buyers are seeking experiences and content...
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Report The Design Revolution
Vision: The User Experience Playbook
Companies are prioritizing design because of seismic shifts in the dynamics of value, experiences, and power that are making user experience (UX) matter more than ever. But many firms undermine...
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Report Case Study: Nissan Transforms CX And EX Through Seven Customer Journeys
How Nissan Embraced A Journey-Centric Operating Model To Deliver Customer Value And Business Growth
December 10, 2020 | Joana de QuintanilhaSince 2018, Nissan has been on a path to transform its legacy systems and operating model to create a best-in-class integrated customer journey in order to grow its customer base, reduce costs, and...
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Webinar Customer Experience Predictions 2021: Trust And Zero UI
December 9, 2020 | David Truog, Tristan BackCustomer 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....
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Webinar The State Of Video Technologies For Delivering Virtual Employee And Customer Experiences
December 1, 2020 | Nick BarberVideo experiences are powerful for both employees and customers. With a wide array of technologies supporting video experiences, which ones should you invest in? This webinar looks at 20 video...
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Webinar Accelerating Business Transformation With Strategic Partners
Using The Forrester Wave™
November 19, 2020 | Nigel FenwickDigital transformation is overhyped. Business transformation is misunderstood. There’s so much noise in the market it’s hard to know who to trust. In this webinar, Nigel Fenwick reveals...
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Webinar Retailers: Optimize Your Post-Purchase Experience To Delight And Win Customers
November 19, 2020 | Emily Pfeiffer, Brandon ShaikRetailers and brands often miss the opportunity to create excellent experiences for their customers even after capturing an order. Unlike with regular marketing emails, customers are much more...
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Webinar Customer Identity And Access Management: What's Hot And What's Not
Based On The Forrester Wave™
November 17, 2020 | Andras CserIn this webinar, we review the evaluation criteria and results of Forrester's Q4 2020 customer identity and access management (CIAM) Wave. We look at scores of the evaluated solutions as well as...
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Webinar Digital Fragility Is A Ticking Time Bomb Inside Enterprises
Protect And Preserve Born-Digital Information That Has Long-Term Value
November 5, 2020 | Cheryl McKinnonInformation — whether content, data, or rich media assets — is born digital. High-value research, brand assets, intellectual property, and customer commitments are locked up in digital...
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Webinar The New, Unstable Normal Roundtable: How COVID-19 Will Change Business And Technology Forever
Europe-Friendly Start Time
The lasting impact of COVID-19 and the high likelihood of future pandemics will usher in five macro shifts that will fundamentally change business and technology: 1) Customer expectations will...
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Webinar Vast, Fast, And Relentless: Consumers And The Future Of Buying
The ways in which consumers buy products and services have been in a constant state of change over the past decade, and there are no signs of it slowing down. To survive, B2C firms must constantly...
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