Search Results

• Report Forrester Infographic: Indian Banks Need To Foster Customers’ Financial Well-Being

  December 18, 2020 | Arnav Gupta

  Indian consumers are stressed about their finances — a situation exacerbated by the pandemic. They're anxious about their financial situation and need help managing their money effectively to...

• 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,...

• 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 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...

• 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...

• Report Predictions 2020: India

  Value-Driven Firms In India Will Win In The Post-Pandemic World

  May 7, 2020 | Amit Bhatia, Arnav Gupta, Satish Meena

  At the start of 2020, business across the globe was humming. Then, COVID-19 blew up around the world — and things changed fast. As the situation evolves, how will Indian firms react? In the...

• 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 Employee Experience Efforts In Asia Pacific Are Well-Intentioned But Misguided

  AP Firms Are Turning Their Attention To EX To Fight Rising Challenges, But Need To Do More

  December 9, 2019 | Amit Bhatia

  The employee experience (EX) is hot in Asia Pacific (AP). Conferences on the theme sell out; EX-related job titles are increasingly visible in the market; vendors across the region have been...

• Report Case Study: HDFC Bank Starts Its Journey To Improve Its Online Customer Experience

  How A Bank Drives Customer Engagement With Hyperpersonalized Experiences

  May 6, 2019 | Ashutosh Sharma

  To offer the right banking products to the right people, HDFC Bank needed to improve how it engaged existing and prospective customers online. Including a small degree of personalization in its...

• Report The Australian Government's Customer Experience Affects Mission Outcomes

  Insights From Forrester's Customer Experience Index

  March 29, 2019 | Riccardo Pasto, William Willsea

  Like most global citizens, Australians rate their government's customer experience (CX) as poor. In this report, we measure the impact of the government's CX on its mission performance with our...