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

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  • Report New Tech: Zero Trust Network Access, Q2 2021

    Forrester's Landscape Overview Of 34 Providers
    April 19, 2021 | David Holmes

    Zero Trust network access (ZTNA) is the signature security technology of the pandemic. While modestly unchaining users from their antiquated VPN technology, it has inspired organizations to...

  • Report Case Study: Singapore's Journey To Deploying Responsible AI

    Singapore's Model AI Governance Framework Guides Organizations Toward Responsible Use Of AI
    December 16, 2020 | Achim Granzen

    On the heels of personal data protection acts, leading governments like Singapore's are now turning their attention to how data is being used to generate insights and automate processes with AI....

  • 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 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...

  • 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 To Digitally Transform, Government Agencies Must Start By Becoming Customer-Obsessed

    Embrace Outside-In Thinking To Overcome Execution Barriers And Fulfill Your Mission
    February 24, 2020 | Sam Higgins, Zhi-Ying Barry

    An independent review of the Australian Public Service (APS) revealed the need for servicewide transformation — both short-term change and long-term reform — to better serve Australians and improve...

  • Report Case Study: India's Income Tax Department Uses Blockchain To Simplify Tax Processes

    January 30, 2020 | Ashutosh Sharma

    Tax compliance is key to an economy, but most countries struggle with complex tax environments due to a multitude of stakeholders and labyrinthine policy evolution. To promote compliance, tax...

  • 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 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...