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ForresterFirst Insight

As the coronavirus dominates the global headlines, businesses should take the opportunity to develop business continuity plans specifically for pandemics—focusing on customer, employee, and partner needs. Read more »

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  • Report Use Cross-Functional Teams To Execute Digital Business Strategy

    December 20, 2017 | Peter Wannemacher

    Digital leaders often ask Forrester, "What's the perfect organizational structure?" There isn't one. While any organizational choice is a tradeoff of efficiency, control, localization, and speed, a...

  • Report CX Industry Spotlight: Retail Banking

    A Forrester North American CX Index™ Deliverable: Analyzing The Financial Impact Of CX For The Retail Banking Industry
    August 14, 2015 | Gina Fleming, Peter Wannemacher

    Forrester's Customer Experience Index (CX Index™) framework allows companies to analyze the quality of their customer experience and identify the financial impact of CX. We built revenue models for...

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