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  • Forum Technology & Innovation

    learn best practices for driving innovation across your enterprise.
    November 3, 2020 | Chicago | Liz Herbert, Matthew Guarini, Brian Hopkins

    In today’s innovation-driven business environment, technology leaders have a unique opportunity to move beyond the traditional back-office IT function and become the catalysts of business...

  • Forum CX Singapore

    Supercharge Your CX Practice In One Day
    September 3, 2020 | Singapore | Frederic Giron

    CX Singapore 2020 is a one-day intensive event that will arm you with the tools and inspiration necessary to take your customer experience practice to the next level. Join us on September 3, 2020...

  • Forum CX North America

    Cutting-edge, interactive CX programming
    June 16, 2020 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

    Join 50 Forrester analysts and 1,500 CX industry leaders at CX North America for three days of innovative customer experience thought, tech, and strategy.

  • Forum Technology & Innovation EMEA

    Learn how you can become an engine of innovation at your organization.
    June 4, 2020 | London | Pascal Matzke

    As a technology leader, you have a unique opportunity in the year ahead. You can expand your role from manager of internal technology to your organization’s innovation leader. Are you ready...

  • Webinar Three Scenarios: The Evolution Of Insurance In The Age Of COVID

    May 27, 2020 | Ellen Carney, Jeffery Williams

    The impact of COVID-19 on the insurance business might differ on the details, but you can bet that business will look and feel very different than it did at the start of 2020. Consumers have zipped...

  • 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...

  • Webinar Invest In Customers' Financial Well-Being To Create Value And Drive Growth

    May 7, 2020 | Aurelie L'Hostis

    Financial services providers are under high pressure to redefine their sense of purpose, as their interests no longer align with those of the customers they serve. Firms should pursue a value-based...

  • 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...

  • Webinar The State Of Consumers And Technology

    Consumer Technographics® And Business Technographics®
    February 25, 2020 | Anjali Lai

    Take a pulse of technology attitudes and behaviors today, and you’ll see consumers lamenting the abundance of technology and idealizing digital detoxes. However, zoom out to observe how...

  • Webinar How US Companies Improved Their CX Index Scores

    February 19, 2020 | Rick Parrish, Harley Manning

    Most brands in Forrester’s 2019 Customer Experience Index (CX Index™) stagnated. A few broke from the pack and earned significant score increases. This webinar will reveal what some of...

  • Report Customer Advocacy 2019: How Advocating For Customers Helps Financial Firms Drive Loyalty

    US Customers Rate Their Banks, Credit Card Providers, Insurers, And Wealth Management Firms On Advocacy And Future Purchase Intent
    February 3, 2020 | Alyson Clarke, August du Pont

    Customer advocacy — customers' perception that a firm does what's best for them, not just what's best for the firm's own bottom line — is a key driver of loyalty and future purchase intent at...

  • Report Build A Business Case For Digital Insurance Transformation

    Business Case: The Digital Insurance Strategy Playbook
    January 21, 2020 | Zhi-Ying Barry

    Globally, insurers have invested billions of dollars in digital transformation. With greater economic and regulatory uncertainty going into 2020, digital insurance executives will need to not only...

  • Report Case Study: China Pacific Insurance Transforms Claims Management With Computer Vision

    CPIC Partnered With Baidu To Transform A Core Business Process With AI
    January 15, 2020 | Guannan Lu

    Business and technology leaders understand that powerful AI technologies like computer vision can dramatically improve both customer experiences (CX) and operational performance. China Pacific...

  • Report The Digital Upheaval Of Life Insurance In Singapore And Hong Kong

    How To Win Over Empowered Consumers
    January 14, 2020 | Tom Mouhsian, Meng Liu

    Even in Singapore and Hong Kong, two of the most sophisticated life insurance markets in Asia Pacific, digitally empowered customers with heightened digital expectations are likely to switch...

  • Report The Top Emerging Technology Investments In Insurance In 2020

    Tools And Technology: The Digital Insurance Strategy Playbook
    December 2, 2019 | Ellen Carney

    Forrester interviewed more than 30 insurance business and technology decision makers to learn their tech investment priorities for 2020. This report provides insurance digital strategy...

  • Forum CX Europe 2019

    Change The Game: Leading Radical CX Innovation
    November 14, 2019 | Joana de 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 UK Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    November 13, 2019 | Joana de Quintanilha

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the UK CX Index....

  • Report The France Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across four industries in the France CX...

  • Report Net Promoter Benchmarks, 2019 (US)

    Net Promoter Scores Of 260 Organizations Across 16 Industries
    November 7, 2019 | Maxie Schmidt-Subramanian

    Almost half of firms recently surveyed by Forrester use Net Promoter Score (NPS) as a key performance indicator (KPI) for the success of their customer experience (CX) efforts. In this report, we...

  • Webinar From Zero To Digital: Why It's Time To Think Differently About The Back Office

    October 17, 2019 | Ellen Carney, Jost Hoppermann

    The banking and insurance industries are in the throes of digital transformation, putting legacy tech operations at center stage. But that transformation is challenged by hefty portions of tech...

  • Report The Forrester Tech Tide™: Digital Claims Management, Q4 2019

    Sixteen Technologies Underpin Claims Management
    October 11, 2019 | Oliwia Berdak

    Claims management is critical to insurers' ability to protect customers in times of duress while protecting firms' financials. To accelerate performance in claims management, carriers are...

  • Report Financial Services Firms Need To Rethink Personalization

    Personalization Is About Customer Engagement And Loyalty, Not Just The Next Product Sale
    September 26, 2019 | Alyson Clarke, Aurelie L'Hostis

    Many financial services firms say that they are already delivering on personalization and view improving their personalization capabilities and technology further as a top priority. But financial...

  • Report The US Auto And Home Insurance Customer Experience Index, 2019

    How US Insurers Earn Loyalty With The Quality Of Their Experience
    September 24, 2019 | Jeffery Williams, August du Pont

    How well do leading auto and home insurers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 insurers that we analyzed as part of...

  • 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 The US Health Insurers Customer Experience Index, 2019

    How US Health Insurers Earn Loyalty With The Quality Of Their Experience
    September 17, 2019 | Faith Adams

    How well do leading health insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 17 health insurance brands that were...

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