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FORRESTERNOW

As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

Webinar Works Well With Humans: The Digital Investments That Bring Out The Best In The Claim Experience

February 25, 2021 | Ellen Carney

Insurers have made big digital and tech investments to improve both the claimant's experience and the profitability of their claim operations. But are they really paying off? Despite these...
Webinar Forrester's 2020 Review Of European And UK Banks' Mobile Apps

Insights, Best Practices, And Lessons Learned

January 26, 2021 | Karine Cardona-Smits, Luis Deya

For 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...
Webinar Wealth Management Predictions 2021

Firms Embrace Digital To Thrive

January 14, 2021 | Vijay Raghavan, David Hoffman

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...
Webinar Insurance Predictions 2021

Insurers Find Opportunity Amid Chaos

January 13, 2021 | Ellen Carney, Jeffery Williams

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...
Webinar Empowered Consumers Go Green

December 14, 2020 | Anjali Lai, Salvatore Schiano

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...
Webinar Customer Experience Predictions 2021: Trust And Zero UI

December 9, 2020 | David Truog, Tristan Back

Customer 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....
Webinar Customer Identity And Access Management: What's Hot And What's Not

Based On The Forrester Wave™

November 17, 2020 | Andras Cser

In 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...
Webinar The New, Unstable Normal Roundtable: How COVID-19 Will Change Business And Technology Forever

Europe-Friendly Start Time

October 28, 2020 | Laura Koetzle, Martin Gill, Martha Bennett

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...
Webinar Vast, Fast, And Relentless: Consumers And The Future Of Buying

October 22, 2020 | Sucharita Kodali, Anjali Lai

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...
Forum Summit Asia Pacific

The must-attend event for B2B & B2C marketing and CX leaders

September 1, 2020 | Live Virtual Experience | Frederic Giron

The combined power of Forrester and SiriusDecisions has unleashed a new energy into the products and services available to both the B2B and B2C community. By harnessing this energy, we are bringing...
Webinar The New, Unstable Normal Roundtable: How COVID-19 Will Change Business And Technology Forever

August 18, 2020 | Anjali Lai, Sucharita Kodali, Melissa Parrish

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...
Webinar Forrester's 2020 Reviews Of US And Canadian Banks' Mobile Apps: Insights, Best Practices, And Lessons Learned

August 17, 2020 | Peter Wannemacher, Gina Bhawalkar

Every year, Forrester reviews the mobile banking experiences on dozens of banks’ apps — a moving target, as customers’ expectations and digital disruptors’ offerings...
Webinar Turn To AI To Transform Personalization

June 5, 2020 | James McCormick

The latest AI technologies and data opportunities open the way for firms to disrupt and differentiate the way they digitally enhance and personalize experiences. Watch this webinar to explore the...
Webinar Three Scenarios: The Evolution Of Insurance In The Age Of COVID

May 27, 2020 | Ellen Carney, Jeffery Williams

The impact of COVID-19 on the insurance business might differ on the details, but you can bet that business will look and feel very different than it did at the start of 2020. Consumers have zipped...
Webinar The 5G Opportunity In Financial Services

May 27, 2020 | Dan Bieler, Jost Hoppermann, Meng Liu

5G will become a general-purpose technology for financial services firms, and it will provide new possibilities to create, store, and protect value; to move money; and to access credit. This...
Webinar Invest In Customers' Financial Well-Being To Create Value And Drive Growth

May 7, 2020 | Aurelie L'Hostis

Financial services providers are under high pressure to redefine their sense of purpose, as their interests no longer align with those of the customers they serve. Firms should pursue a value-based...
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...
Webinar The Impact Of COVID-19 On Financial Services And Insurance

April 7, 2020 | Oliwia Berdak, Ellen Carney, Peter Wannemacher

As COVID-19 spreads throughout the world, financial services firms and insurers are feeling the impact. From a flood of customer queries around insurance coverage or pleas for repayment holidays to...
Webinar Optimize Your Investing Website To Help Customers Successfully Manage And Monitor Their Investments

March 9, 2020 | Vijay Raghavan, Jennifer Wise

The website is the dominant digital touchpoint for US investors, so digital leaders at investment firms must elevate their web experiences to win, serve, and retain their customers. To see how...
Webinar How US Companies Improved Their CX Index Scores

February 19, 2020 | Rick Parrish, Harley Manning

Most brands in Forrester’s 2019 Customer Experience Index (CX Index™) stagnated. A few broke from the pack and earned significant score increases. This webinar will reveal what some of...
Webinar Predictions 2020: Insurance

February 4, 2020 | Ellen Carney, Jeffery Williams

A potential recession, lackluster customer experience results, and threats from big tech are on insurance executives' minds. This webinar outlines Forrester’s key industry predictions that...
Webinar Forrester Event Roundup: CES 2020 And What It Means For Your Business

January 23, 2020 | Nigel Fenwick, Frank Gillett, Paul Miller

CES is the premier consumer technology event on the calendar. In recent years, CES has morphed into a broad tech innovation conference with an ever-increasing number of connected products using the...
Webinar Customer Experience Predictions For 2020: It’s All About Proving Business Results

January 22, 2020 | Harley Manning

When it comes to customer experience (CX) predictions, there’s an elephant in the room that’s dominating our thinking this year: money. Why? Because in 2020, proving that CX delivers...
Forum CX Europe 2019

Change The Game: Leading Radical CX Innovation

November 14, 2019 | Joana de Quintanilha

First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...
Webinar Financial Services Firms Should Personalize Across The Lifecycle And On All Touchpoints

October 31, 2019 | Alyson Clarke, Aurelie L'Hostis

Most financial services companies are taking a narrow approach to personalization. Digitally empowered customers are seeking and expecting better, more relevant experiences in their immediate...