Skip to main content
180 results in Everything
 
Sort by:
Refine
  • Customer Experience
  • Asia Pacific

Featured content

ForresterNow

FORRESTERNOW

As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

Search Results

  • 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 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 A Framework For Helping Customers In Crisis

    How 26 Firms In Asia Pacific Created New Standard Operating Practices For Business As Unusual

    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 Predictions 2020: India

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

    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 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 Customer Experience Trends In China, 2020

    How COVID-19 Affects Customer Expectations In China
    April 21, 2020 | Meng Liu

    Chinese enterprises in general and digital businesses in particular have been innovating and raising the bar for customer experience (CX) both within and beyond the country, including during the...

  • 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 The India Auto Manufacturers Customer Experience Index, 2019

    How Indian Auto Manufacturers Earn Loyalty With The Quality Of Their Experience
    January 28, 2020 | Amit Bhatia

    How well do leading auto manufacturing brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven auto brands that we analyzed as part of the...

  • 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 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 India Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    September 19, 2019 | Amit Bhatia

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 39 brands across six industries in the India Customer...

  • Report Forrester Infographic: Manufacturing (Good) CX In Asia Pacific

    September 5, 2019 | Amit Bhatia

    References to manufacturing instantly conjure up images of the factory floor or tall chimneys billowing smoke; recall is usually related to how goods get made. But the manufacturing industry is...

  • 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 Forrester Infographic: State Of CX In India

    Lessons Learned From Forrester’s CX Index™ Data
    July 11, 2019 | Amit Bhatia

    Since 2015, Forrester has been measuring the customer experience (CX) in India using our proprietary Customer Experience Index (CX Index) methodology. This infographic presents some key insights on...

  • Report Indian Banks: Are You Still Making These Mobile UX Mistakes In 2019?

    Best Practices In Mobile User Experience From India And Beyond
    July 9, 2019 | Amit Bhatia

    Forrester recently concluded its Forrester Wave evaluation of mobile banking apps in India, which assessed the functionality and user experience (UX) of the mobile apps of seven large Indian banks....

  • Report Demystifying Financial KPIs For Airline CX Professionals

    June 18, 2019 | Tom Mouhsian

    Customer experience (CX) professionals in the airline sector must connect CX outcomes to core financial metrics in order to establish the material impact of initiatives aiming to drive CX quality....

  • Report The Australia Superannuation Customer Experience Index, 2018

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

    How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? For the first time, we reveal the complete rankings of seven...

  • Report The Australia Banking Customer Experience Index, 2018

    How Australian Banks Earn (And Lose) Loyalty With The Quality Of Their Experience
    April 11, 2019 | Riccardo Pasto, Zhi-Ying Barry

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

  • 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...

  • Report The India Digital Retailers Customer Experience Index, 2018

    How Indian Digital Retail Brands Earn Loyalty With The Quality Of Their Experience
    January 24, 2019 | Amit Bhatia

    How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven digital retailers that we analyzed as part of...

  • Report Now Tech: Experience Design Services In China, Q1 2019

    Forrester's Overview Of 27 Experience Design Service Providers In Greater China
    January 18, 2019 | Riccardo Pasto

    You can use experience design (XD) to shape customer-centric initiatives and business strategies, blur the boundaries between digital and physical, and attract and engage customers in Greater...

  • Report Case Study: How CX And Digital Teams Collaborate To Deliver On Brand Promise

    Aon Adapts To A Changing Market Landscape And Increased Customer Expectations
    January 11, 2019 | Michael Barnes

    Financial services firms, including those in wealth management and retirement planning, are struggling to thrive in a disrupted market. They're challenged to reinvent often mature brands, deliver a...

  • 1
  • 2

Content Type

Apply

Filters

Methodology

Region

Vendor