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• Report New Tech: Zero Trust Network Access, Q2 2021

  Forrester's Landscape Overview Of 34 Providers

  April 19, 2021 | David Holmes

  Zero 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...

• Report Build A Values Strategy Now To Create Long-Term Sustainable Growth

  COVID-19 Changed The Spending Behaviors Of Australian Consumers

  April 13, 2021 | Riccardo Pasto

  Australian consumers are embracing brands that align with their own personal values and beliefs. Disruptive events like bushfires and the COVID-19 pandemic have accelerated this trend; consumers...

• Report Digital Experience Priorities In The Next Two Years

  A Series Of Executive Conversations On Digital Experiences

  April 1, 2021 | Julie Ask

  "When you look forward two years, how will you describe your digital experiences? What is the next leap forward?" This report shares these perspectives from our "Digital Experience Executive...

• Report The State Of Digital Experiences

  A Series Of Executive Conversations On Digital Experiences

  April 1, 2021 | Julie Ask

  "How would you describe the state of your company's digital services or experiences today for consumers?" This report shares these perspectives from our "Digital Experience Executive Conversations"...

• Report The Use Of Emerging Technologies In Consumer Digital Experiences

  A Series Of Executive Conversations On Digital Experiences

  April 1, 2021 | Julie Ask

  "How is your organization using emerging technologies? Is doing so a priority?" This report shares these perspectives from our "Digital Experience Executive Conversations" series, in which...

• Report Now Tech: Data Masking, Q1 2021

  Forrester's Overview Of 18 Data Masking Providers

  March 29, 2021 | Heidi Shey, Noel Yuhanna

  You can use data masking to protect sensitive data by obfuscation, become significantly more productive, and support various compliance mandates. But to realize these benefits, you'll first have to...

• Report How To Elevate Digital Superannuation Experiences

  Fix The Basics And Build New Capabilities

  March 17, 2021 | Zhi-Ying Barry, Vijay Raghavan

  Superannuation firms' websites and mobile apps have become hubs for their members' retirement planning decisions. Although digital platforms are one of the top drivers for loyalty for...

• Survey Forrester Analytics Business Technographics® Priorities And Journey Survey, 2021

  March 15, 2021

  Survey Topics Technology involvement Budget questions Technology breakout Change in technology spending Priorities and priority actions IT and technology priorities Industry-specific...

• 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 How Australian Financial Services Firms Won Or Improved At CX In 2020

  Long-Term Efforts To Establish Solid CX Foundations Are Paying Off

  February 18, 2021 | Riccardo Pasto

  The 2020 Australian banking and superannuation Customer Experience Index (CX Index™) results shook up the rankings among financial services firms, as one bank and two superannuation firms saw...

• Report Customer Service Shines Through The Crisis

  How Top Firms In Asia Pacific Differentiated With Customer Service For Better Customer Experiences

  January 19, 2021 | Amit Bhatia, Vasupradha Srinivasan

  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...

• Survey Business Technographics® Software Survey, 2020

  December 14, 2020

  Survey Topics Priorities and structure Software strategy General software questions Application portfolio Packaged software — adoption and vendors Software as a service (SaaS) Platform as a...

• Survey Business Technographics® Business And Technology Services Survey, 2020

  November 23, 2020

  Survey Topics Priorities Use cases of third-party services Vendor selection and selection criteria Vendors and strategic partnerships Digital transformation Budget and spending Digital business...

• Survey Business Technographics® Security Survey, 2020

  October 19, 2020

  Survey Topics Priorities and org structure Cybersecurity and privacy maturity assessment General security questions Technology risk and policy Sourcing strategy Governance, risk, and...

• Survey Business Technographics® Infrastructure Survey, 2020

  October 19, 2020

  Survey Topics Priorities Organizational information IT and digital operations Infrastructure initiatives Sourcing strategy Cloud Public cloud Hosted private cloud Internal private cloud Hybrid...

• Survey Business Technographics® Marketing Survey, 2020

  August 31, 2020

  Survey Topics Organizational information — priorities and challenges Organizational information — structure Budget detail Demand management Content marketing Marketing...

• Report A Three-Step Approach To Jump-Starting CX Transformation In Government

  Government Organizations Are Making Inroads But Have A Long Journey Ahead

  August 25, 2020 | Riccardo Pasto

  High-quality customer experience (CX) drives mission success. When government CX improves, customers engage, trust, and forgive; government operations run more smoothly and cost less; and people's...

• Survey Business Technographics® Workforce Survey, 2020

  August 24, 2020

  SURVEY TOPICS   Device usage Device inventory App usage Device preferences Device ownership and bring your own (BYO) App inventory App ownership App attitudes Mobile wireless...

• Report How Ending CX Bonuses Boosted CX Scores And Profitability For Volkswagen Group Australia

  July 21, 2020 | Maxie Schmidt-Subramanian

  Even though paying employees for delivering good customer experience (CX) is a bad idea, many firms still do it. This report for CX professionals shows how Volkswagen Group Australia, a firm in an...

• Survey Business Technographics® Mobility Survey, 2020

  July 20, 2020

  Survey Topics Purchase source General priorities Technical implications Mobile technical strategy Mobile apps Custom mobile app development Mobile management 5G networks Edge...

• Report The Forrester Digital Experience Review™: Australian Mobile Banking Apps, Q3 2020

  CommBank Is Australia's Overall Digital Experience Leader

  July 14, 2020 | Zhi-Ying Barry, Riccardo Pasto

  Mobile apps are the touchpoint of choice for Australians to manage their finances. To see how helpful mobile apps are to customers, we evaluated the mobile apps of the Big Four Australian banks and...

• Report Australia Tech Market Outlook, 2020 To 2021

  The COVID-19 Recession Will Wipe Out Already Slowing Growth

  June 22, 2020 | Sam Higgins, Andrew Bartels

  In mid-2019, CIOs prepared budgets and tech vendors set marketing plans for the future — but the COVID-19 pandemic has changed everything. Forecasting has become increasingly difficult, but...

• Survey Business Technographics® Data And Analytics Survey, 2020

  June 22, 2020

  Survey Topics Priorities and structure Insights-driven business maturity assessment Data, data management, and analytics Artificial intelligence Automation Cloud Internet of things (IoT) and...

• 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 Center Your COVID-19 Business Recovery Planning Around Employee Understanding

  Build Empathy And Trust To Effectively Address Employee Concerns And Challenges

  June 17, 2020 | Michael Barnes, Zhi-Ying Barry, Riccardo Pasto

  With COVID-19 restrictions easing, organizations are accelerating plans to reopen facilities and reengage customers physically as well as virtually. While Australians are more confident of their...