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• 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 A Framework For Helping Customers In Crisis

  How 26 Firms In Asia Pacific Created New Standard Operating Practices For Business As Unusual

  June 1, 2020 | Amit Bhatia, Judy Weader, Rick Parrish

  Crisis reveals character. Right now, businesses are showing their character as they respond to unprecedented change in near real time. As governments order whole sectors to shut down, customer...

• Report The Forrester Streaming Media Wave™: US Apps, Q4 2019 (Updated Q2 2020)

  Netflix, Hulu, And Amazon Prime Set The Bar For Most New Entrants

  May 13, 2020 | Jim Nail, Andrew Hogan

  Competition for the time and dollars of US streaming service consumers is about to get intense. The recent entries of Apple TV+ and Disney+ and the impending launch of Warner Media's upgrade to HBO...

• Report The Renaissance Of Branch Banking In Asia Pacific

  Let CX And EX Drive Branch Transformation

  April 27, 2020 | Tom Mouhsian

  Digital self-service and transaction automation have led banks to close branches. But many customers still depend on branch staff for financial consultations and support, shifting the key drivers...

• Report Best Practices: US Streaming Media Apps

  Keep Viewers By Delivering A Great Experience

  March 19, 2020 | Jim Nail, Andrew Hogan

  Streaming media services will need to pair great content with an equally great experience if they want to earn customer loyalty amidst fierce competition in 2020. This report reveals the best...

• Report A Good Customer Experience Requires Workers To Be Digitally Enabled

  The Tools Workers Use To Serve Customers Must Be Factored Into Experience Design

  October 3, 2019 | TJ Keitt

  Business leaders often overlook a critical component of good customer experience (CX): properly enabled employees. As a result, businesses haphazardly deploy technology to their workforces with...

• Report Indian Banks: Are You Still Making These Mobile UX Mistakes In 2019?

  Best Practices In Mobile User Experience From India And Beyond

  July 9, 2019 | Amit Bhatia

  Forrester recently concluded its Forrester Wave evaluation of mobile banking apps in India, which assessed the functionality and user experience (UX) of the mobile apps of seven large Indian banks....