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Report New Tech: Zero Trust Network Access, Q2 2021
Forrester's Landscape Overview Of 34 Providers
April 19, 2021 | David HolmesZero Trust network access (ZTNA) is the signature security technology of the pandemic. While modestly unchaining users from their antiquated VPN technology, it has inspired organizations to...
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Report The 10 Core Competencies You Need To Be Future Fit
You need to be future fit to deliver great experiences for your customers and employees. To help you understand how to become future fit, we examined our North American 2020 Future Fit Technology...
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Report US Tech Market Outlook For 2021: After The Election
How Politics, The Pandemic, And The Economy Will Shape Industry Tech Budgets
December 3, 2020 | Andrew BartelsThe pandemic continues, and we'll feel its ongoing impacts throughout 2021. In this report, we provide our projections by industry for tech spending and the split of tech budgets between new...
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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
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...
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Report The US Customer Experience Index, 2020
How Brands Build Loyalty With The Quality Of Their Experience
June 15, 2020 | TJ KeittAs 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...
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Report Six Ways You Should Use The Federal Stimulus To Drive Customer Obsession
The Coronavirus Aid, Relief, and Economic Security (CARES) Act features nearly $1 trillion in benefits to businesses. How will your company use its share? In this report, we detail six ways that...
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Report 2020 To 2021 US Tech Budgets: The Industry Outlook
CIOs Should Tighten Their 2020 To 2021 Tech Budgets Based On Slowing But Still Positive US Economic Growth
March 3, 2020 | Andrew BartelsThe US tech budget outlook for 2020 and 2021 is getting darker, but growth will still be positive with a low risk of an actual downturn. In this report, we provide our 2020 to 2021 forecasts for...
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Report How US Companies Improved Their CX Index Scores
As customer expectations have continued to climb, overall Customer Experience Index (CX Index™) scores have continued to stagnate. In the run-up to 2019, a few companies outpaced the pack and made...
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Report The Forrester Government Wave™: US Federal Government Websites, Q1 2020
Federal Websites Offer Similarly Strong Experiences And Have Room For Improvement
Websites are the centerpiece of the US federal customer experience (CX). To gauge how well they serve customers, we evaluated seven of the most-visited sites. This report reveals how well they...
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Report Net Promoter Benchmarks, 2019 (US)
Net Promoter Scores Of 260 Organizations Across 16 Industries
November 7, 2019 | Maxie Schmidt-SubramanianAlmost half of firms recently surveyed by Forrester use Net Promoter Score (NPS) as a key performance indicator (KPI) for the success of their customer experience (CX) efforts. In this report, we...
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Report The US Federal Customer Experience Index, 2019
How US Federal Government Agencies Drive Mission Performance With The Quality Of Their Experience
November 7, 2019 | Rick Parrish, Laura Garvin TrammThe White House requires federal agencies to provide customer experiences that are comparable to those of leading private sector organizations. In this report, we measure agencies' progress toward...
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