Search Results

• Report The ROI Of CX Transformation

  The Business Case Report In The CX Transformation Playbook

  January 22, 2021 | Maxie Schmidt-Subramanian, Sam Karpinski

  Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX leaders need to invest in areas like...

• Report Forrester Infographic: Brand Communication And Action Drive Perception For Indian Banks

  December 30, 2020 | Amit Bhatia

  Apart from spawning a health crisis in 2020, the pandemic inevitably also created an economic one, pushing financial institutions into the spotlight. Like their global peers, banks in India strove...

• Report Singapore Banking Customers Prefer Hybrid Experiences

  Delight Customers With The Best Of Both Worlds: Digital And Physical

  December 18, 2020 | Tom Mouhsian

  Our annual CX Index and financial services studies offer fresh perspectives on what customers like, trust and prefer. In this report, we focus on customer experiences that take place in both...

• Report Research Overview: Personalization

  A Guide To Our Personalization-Related Research

  December 11, 2020 | Rusty Warner, David Novitzky

  B2C marketers strive to deliver relevant, personalized customer experiences. But heightened customer expectations, conflicting business goals, overlapping technologies, and execution challenges...

• 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...

• Report Vast, Fast, And Relentless: Consumer Buying Enters A New Era

  What B2C Businesses Need To Know To Survive And Thrive In The Next Decade

  August 11, 2020 | Sucharita Kodali, Anjali Lai, Joe Stanhope

  It won't be news to anyone that consumers are more empowered than ever, but it's hard to pin down in precisely what ways they're empowered and how that changes the way businesses must serve them....

• Report Now Tech: P&C Claims Management Systems, Q3 2020

  Forrester's Overview Of 20 P&C Claims Management System Providers

  July 31, 2020 | Ellen Carney

  As a property and casualty (P&C) insurer, you use a claims management system to improve the claimant experience, boost efficiency through automation, and orchestrate recovery activities across the...

• Report Forrester Infographic: North American Financial Services Firms Plan To Keep Their Core Solution

  July 30, 2020 | Jost Hoppermann

  The digital transformation imperative in financial services is stronger than ever. This Forrester infographic uses Forrester's Q3 2019 Global Financial Services Architecture Survey to provide an...

• Report The US Customer Experience Index, 2020

  How Brands Build Loyalty With The Quality Of Their Experience

  June 15, 2020 | TJ Keitt

  As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all...

• Report Forrester Infographic: European Financial Services Firms Accelerate Digital Transformation

  June 12, 2020 | Jost Hoppermann

  The digital transformation imperative in financial services is stronger than ever. This Forrester infographic uses Forrester's Q3 2019 Global Financial Services Architecture Survey to provide an...

• Report Delight The Right Customers To Build A Successful Business

  June 9, 2020 | TJ Keitt

  Businesses often chase high overall customer experience (CX) scores. But these beacon metrics, which measure the average experience across all customers, provide limited insights to business...

• Report The Banking Platform Market Remains Stagnant, Though Smaller Banks Are Turning To Fintechs

  Results From Forrester's Global Banking Platform Deals Survey 2020

  June 3, 2020 | Jost Hoppermann

  Modern banking platforms allow banks to elevate their customer experience and deliver more business value more effectively. But COVID-19 has exposed application and technology deficiencies that...

• Report Best Practices: Web Chat For Investors

  What Real Investors Say About Web Chat Experiences

  May 28, 2020 | Jennifer Wise

  Investment firms aim to offer web chat experiences that meet investors' expectations and drive use of the channel. To see how they stack up, we assessed the chat feature on eight investment firms'...

• Report Expectations And Experiences: The Impact Of Your Customers' Expectations On CX Quality

  May 26, 2020 | Joana de Quintanilha, Victoria McRitchie

  Achieving excellent customer experience (CX) requires exceeding expectations — Forrester's Customer Experience Index (CX Index™) data proves it — but most brands are merely meeting expectations or...

• Report Why CX: Proof That Investing In Experience Improves Revenue, Cost, And Risk

  Use Data From More Than 20 Companies To Make A Measurable And Meaningful Business Case For CX

  May 5, 2020 | Judy Weader, Maxie Schmidt-Subramanian

  Customer experience (CX) can be a critical differentiator and transformation catalyst, but its effects are limited when those leading the CX charge can't make a measurable and meaningful case for...

• 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 How 29 Companies Adjusted Policies To Help Customers During The COVID-19 Outbreak

  Creating New Standard Operating Practices For Business As Unusual

  April 21, 2020 | Judy Weader, Rick Parrish

  Crisis reveals character. Right now, businesses are showing their character as they respond to unprecedented change in near real time. As governments order whole sectors to shut down, customer...

• Report Case Study: UK Bank Virgin Money Transformed CX And Improved Business Outcomes

  Virgin Money Used A Merger As An Opportunity To Align Its Culture On Customer Experience

  April 7, 2020 | Judy Weader

  Virgin Money found a way to save money, build customer centricity, and align the organization around the North Star of customer experience (CX). CX professionals should read this case study to...

• Report The Evolution Of Digital Banking Platform Architecture

  How Connected Instances Of Digital Architectures Can Help Banks Prepare For The Future

  April 6, 2020 | Jost Hoppermann

  Most banks talk about transformation and their individual plans for that transformation. Nevertheless, banks' application landscapes are not yet in a shape that would allow them to cope with the...

• Report The Australia Banking Customer Experience Index, 2019

  How Australian Banks Earn (And Lose) Loyalty With The Quality Of Their Experience

  April 1, 2020 | Riccardo Pasto

  How well do leading banks earn loyalty with the quality of their customer experience (CX)? This report reveals the complete rankings of eight banks that we analyzed as part of the Australia CX...

• Report The Australia Superannuation Customer Experience Index, 2019

  How Australian Superannuation Firms Earn (But Mostly Lose) Loyalty With The Quality Of Their Experience

  April 1, 2020 | Riccardo Pasto

  How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? This report reveals the complete rankings of seven superannuation...

• Report Case Study: Navy Federal Credit Union's Great Employee Experience Drives Great CX

  The Success Secrets Behind The Leading Company In Forrester's Customer Experience Index

  March 17, 2020 | Keith Johnston, Nick Monroe

  Being a repeat leader in Forrester's Customer Experience Index (CX Index™) makes you a company that others want to learn from and emulate. So how does Navy Federal Credit Union — the world's...

• Report Get Accessibility Right: Recruit People With Disabilities Into The Design Process

  March 6, 2020 | Gina Bhawalkar

  Companies faced over 2,200 lawsuits in 2019 for failing to make their digital properties accessible, so it's no wonder firms are prioritizing accessibility. But it's about more than legal risk —...

• Report Use Banking Software In The Cloud To Increase Agility And Improve Economies Of Scale

  A Mix Of Real And Perceived Obstacles Hampers SaaS-Like Deployments In Banking

  March 6, 2020 | Jost Hoppermann

  Few financial services firms today leverage the agility and economies of scale of software-as-a-service (SaaS). But it's not because of a lack of available options; technology teams at banks in...

• Report Lessons In Customer Acquisition: Learn From DTC Disruptors' Awareness Strategies

  DTCs Move Customers Quickly From Discover To Buy

  February 28, 2020 | Ryan Skinner, Sarah Dawson

  Direct-to-consumer (DTC) disruptor brands are growth engines, capturing the imaginations of a new generation of consumers, creating new markets, and opening the M&A wallets of much larger...