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• Report Case Study: Singapore's Journey To Deploying Responsible AI

  Singapore's Model AI Governance Framework Guides Organizations Toward Responsible Use Of AI

  December 16, 2020 | Achim Granzen

  On the heels of personal data protection acts, leading governments like Singapore's are now turning their attention to how data is being used to generate insights and automate processes with AI....

• 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 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...

• 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 To Digitally Transform, Government Agencies Must Start By Becoming Customer-Obsessed

  Embrace Outside-In Thinking To Overcome Execution Barriers And Fulfill Your Mission

  February 24, 2020 | Sam Higgins, Zhi-Ying Barry

  An independent review of the Australian Public Service (APS) revealed the need for servicewide transformation — both short-term change and long-term reform — to better serve Australians and improve...

• Report Case Study: India's Income Tax Department Uses Blockchain To Simplify Tax Processes

  January 30, 2020 | Ashutosh Sharma

  Tax compliance is key to an economy, but most countries struggle with complex tax environments due to a multitude of stakeholders and labyrinthine policy evolution. To promote compliance, tax...

• Report The Australia Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  November 19, 2019 | Riccardo Pasto

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 31 brands across three industries and the federal...

• Report The Singapore Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  August 27, 2019 | Tom Mouhsian, Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of the 16 brands in three industries and the government sector in the...

• 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...