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  • Customer-obsessed operating model
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  • Webinar Top Trends Shaping IAM In 2020

    Wednesday, December 11, 2019, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Andras Cser, Sean Ryan

    This webinar highlights the top trends influencing identity and access management (IAM) in 2020. We cover enterprise and customer IAM as well as access management and governance.Key...

  • Forum CX Europe 2019

    Change The Game: Leading Radical CX Innovation
    November 14, 2019 | Joana van den Brink-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...

  • Report The US Federal Customer Experience Index, 2019

    How US Federal Government Agencies Drive Mission Performance With The Quality Of Their Experience
    November 7, 2019 | Rick Parrish, Laura Garvin Tramm

    The White House requires federal agencies to provide customer experiences that are comparable to those of leading private sector organizations. In this report, we measure agencies' progress toward...

  • Report Best Practices: Government Cloud Usage

    Tackling Contracts, Culture, And Regulation
    November 4, 2019 | Lauren E. Nelson, Rick Parrish

    There's no such thing as a one-size-fits-all cloud strategy. Government opportunities and constraints differ from those of the private sector in many ways. To identify the top pathways for cloud...

  • Forum CX Singapore 2019

    Change The Game: Driving Radical CX Innovation
    August 28, 2019 | Singapore | Frederic Giron

    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 Tech-Driven Innovation — Cloud Empowerment

    August 7, 2019 | James Staten, Will McKeon-White

    Leading enterprises and government agencies are prioritizing tech-driven innovations to achieve future market leadership. Those doing so most efficiently (in an Agile and scalable way) are...

  • Forum CX NYC 2019

    Change The Game: Leading Radical CX Innovation
    June 11, 2019 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

    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...

  • Forum CX Sydney 2019

    Change the Game: Driving Radical CX Innovation
    May 9, 2019 | Sydney | Michael Barnes, Riccardo Pasto, James Staten

    Good news. CX leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and more focused on business impact....

  • Webinar Moonshot Innovations Are Key To Ensuring Future Market Leadership

    April 23, 2019 | James Staten

    In the digital transformation era, tech-driven innovations are key to market leadership. Yet most firms focus their efforts on tactical or competitive enhancements — not net-new value...

  • 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...

  • Webinar How To Drive Revenue Growth And Profitability Through Effective Digital Transformation

    March 7, 2019 | Nigel Fenwick

    Effective digital transformation is much more than a series of tactical digital projects designed to improve customer experience and employee productivity. And it’s way more than simply...