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• Report Manufacturing Business Model Innovation Begins With The Customer

  Chinese Manufacturers Embrace The C2M Model To Achieve Customer Obsession

  April 1, 2021 | Danny Mu, Guannan Lu

  Manufacturing firms must transform their linear R&D and marketing-driven manufacturing models to become customer-obsessed. New customer-to-manufacturer (C2M) business models have been gaining...

• Report Enterprise Blockchain Business Scenarios In Action In China: Banking

  March 23, 2021 | Charlie Dai

  Blockchain is catalyzing a long-term shift of trust in distributed business environments globally. China’s "new infrastructure" national initiative makes blockchain an integral part of the digital...

• Report Enterprise Blockchain Business Scenarios In Action In China: Insurance

  March 19, 2021 | Charlie Dai

  Blockchain is catalyzing a long-term shift of trust in distributed business environments globally. China’s "new infrastructure" national initiative makes blockchain an integral part of the digital...

• Report Future Jobs: Australia's Automation Dividends And Deficits, 2020 To 2030

  A Future Of Jobs Series Report

  February 22, 2021 | Sam Higgins, Satish Meena, J. P. Gownder

  While the advent of AI and robotics will inevitably lead to job losses or automation deficits, these forces will affect different occupations at different times and in different ways. To help you...

• Report Geopolitical Disruption Demands Local Trust

  CMOs At Global Brands Must Pivot To Truly Multilocal Operations

  February 11, 2021 | Thomas Husson

  Even before COVID-19, significant economic, political, and tech trends were fragmenting the global order. The pandemic's economic and social crises and associated geopolitical shifts will drive...

• Report Case Study: How Standard Chartered Modernized Mobile Banking In South Korea

  February 4, 2021 | Frederic Giron

  Digital-only banks and fintechs have shaken up the banking industry — and the disruption shows no sign of slowing. Incumbents must innovate quickly and aggressively to battle back. In South Korea,...

• Report The State Of Digital Transformation In Japan

  Firms Are Accelerating Their Transformation With The Help Of Service Providers

  December 23, 2020 | Achim Granzen, Frederic Giron

  The "2025 digital cliff" is rapidly approaching, and some Japanese firms are accelerating their digital transformation efforts companywide. These firms harness digital assets and ecosystems to...

• Report The State Of Automation In Indonesia

  Indonesian Firms Are Adopting Automation For Customer-Facing Processes, But Challenges Remain

  December 22, 2020 | Achim Granzen, Frederic Giron

  Adaptiveness and customer experience (CX) improvements are key business priorities for firms in Indonesia in 2021, and automation will be a key enabler of these objectives. For 2021, Indonesian...

• Report The State Of Cloud In Malaysia

  Malaysian Firms Are Adopting Cloud On Multiple Fronts

  December 21, 2020 | Achim Granzen, Frederic Giron

  Malaysian firms see cloud computing as a key infrastructure priority for their organizations in 2021. Adoption drivers include cost-cutting, access to innovative services, and application and...

• Report The State Of Digital Transformation In Indonesia

  Indonesian Firms Are Catching Up With The Help Of Service Providers

  December 21, 2020 | Achim Granzen, Sam Higgins

  Few Indonesian firms have started on their digital transformation journey. But those that have experienced early successes are accelerating their transformation to improve customer experience and...

• Report The State Of Cloud In Japan

  Japanese Firms Need Help Refining Their Cloud Migration Plans

  December 17, 2020 | Achim Granzen, Frederic Giron

  Japan is a rapidly maturing market for cloud computing. Software-as-a-service (SaaS) has been successful over the past few years, and now more Japanese firms are considering cloud for their IT...

• Report Case Study: SBI Card Transformed Digital Customer Service With Targeted Automation

  December 14, 2020 | Vasupradha Srinivasan, Arnav Gupta

  Leading Indian credit card and financial services provider SBI Card transformed its end customer experience (CX) with targeted AI and automation initiatives. SBI Card put together a mix of...

• Report Forrester Infographic: Banks Should Engage High-Energy Consumers With Hybrid Experiences

  December 2, 2020 | Xiaofeng Wang

  Consumer energy is the underlying emotional force that drives consumer desire, readiness, and ability to increase engagement with brands. High-energy consumers are strategic for banks in Singapore,...

• Report Forrester Predictions 2021: Accelerating Out Of The Crisis

  October 28, 2020 | Sharyn Leaver

  2020 shattered the status quo. In 2021, advanced organizations will adapt and use the upheaval to forge a competitive edge. Discover your organization's path to success. Read Forrester's 2021...

• 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...

• 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 Case Study: Haier Builds An Adaptive Enterprise

  How A Global Manufacturer Delivers Future-Focused Customer Obsession

  June 12, 2020 | Guannan Lu, Danny Mu, Frederic Giron

  Customer-obsessed firms are winning today — but applying the methods that put them in this position doesn't assure their future success. To increase their chances of success, firms must embrace an...

• 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...

• 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 Customer Experience Trends In China, 2020

  How COVID-19 Affects Customer Expectations In China

  April 21, 2020 | Meng Liu

  Chinese enterprises in general and digital businesses in particular have been innovating and raising the bar for customer experience (CX) both within and beyond the country, including during the...

• Report Computer Vision Supports Retailers' Digital Transformation

  How Four Retailers In China Deliver Business And Customer Value With AI

  March 27, 2020 | Guannan Lu, Charlie Dai

  Retailers must digitally transform to catch up with fast-changing customer expectations and fend off increasingly aggressive digital competitors. As part of these transformation efforts, retailers...

• Report Dial Up Consumers' Emotional Energy To Drive Innovation Adoption

  Forrester's Consumer Energy Index In Singapore

  January 2, 2020 | Anjali Lai, Xiaofeng Wang

  Empowered consumers look unstoppable: They latch onto new experiences faster than innovators can generate them. Nearly half of online adults in Singapore are Progressive Pioneers, the most...

• Report Forrester Infographic: Manufacturing Firms Look Beyond Core IT For Digital Capabilities

  December 2, 2019 | Ashutosh Sharma

  In April and May of 2019, Forrester surveyed 450 leaders in various manufacturing disciplines across five countries in Asia Pacific to understand their priorities, barriers, and investments. We...

• Report The Forrester New Wave™: Computer Vision Public Cloud Platforms In China, Q4 2019

  The Seven Providers That Matter Most And How They Stack Up

  November 14, 2019 | Charlie Dai, Danny Mu

  In Forrester's evaluation of the emerging market for computer vision (CV) public cloud platforms, we identified the seven most significant providers in the category — Alibaba Cloud, Baidu AI Cloud,...

• Report Case Study: How WeBank Became The World's Leading Digital Bank

  Tencent-Backed WeBank Is Driving Financial Inclusion At Scale In China

  October 24, 2019 | Meng Liu, Aurelie L'Hostis

  Financial inclusion is a billion-customer-plus opportunity that many traditional banks neglect or fail to grasp. WeBank leveraged Tencent's digital ecosystem and emerging technology capabilities to...