Charts & Figures
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The Top Four Brands In Forrester's Australia CX Index, 2019
November 19, 2019
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Positive And Negative Emotions Drive A Customer's Experience
November 19, 2019
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Search Results
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Report The Australia Customer Experience Index, 2019
How Brands Build Loyalty With The Quality Of Their Experience
November 19, 2019 | Riccardo PastoHow 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...
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Webinar The Pulse Of Financial Services Customers In Asia Pacific
The adoption of digital banking is about to accelerate and reach new levels of scale in Asia Pacific. Pioneers such as WeBank and Kakao have foreshadowed what is on the way, but this is just the...
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Report Case Study: How WeBank Became The World's Leading Digital Bank
Tencent-Backed WeBank Is Driving Financial Inclusion At Scale In China
Financial inclusion is a billion-customer-plus opportunity that many traditional banks neglect or fail to grasp. WeBank leveraged Tencent's digital ecosystem and emerging technology capabilities to...
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Report Six Common Pitfalls On Chinese Mobile Banking Apps And How To Fix Them
Learn From Industry Best Practices How To Avoid These Mistakes
Forrester recently concluded its Forrester Wave™ evaluation of mobile banking apps in mainland China, which assessed the functionality and user experience (UX) of the mobile banking apps of six...
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Report Blockchain Is Enabling Digital Ecosystems In Asia Pacific
A Deep Dive Into Four Blockchain Business Cases In Asia Pacific
September 26, 2019 | Charlie DaiWhile blockchain solutions are maturing, most business and technology decision makers are unclear as to how blockchain can deliver actual business value to their organization. To help enterprise...
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Report Digital Banks Will Push Hong Kong's Traditional Banks To Move Into The Digital Era
Customers Are Not Satisfied With Mobile Banking From Existing Banks
September 20, 2019 | Meng LiuThe arrival of digital-only banks will change the landscape of Hong Kong's banking industry. Digital business professionals at both new digital banks and traditional banks in Hong Kong need to...
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Report Indian Banks: Deliver Better Experiences Or Risk Losing Customers
September 19, 2019 | Arnav GuptaForrester recently surveyed 2,988 metropolitan Indian online adults to understand what they expect when interacting with Indian financial services firms. This infographic helps digital leaders at...
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Report The India Customer Experience Index, 2019
How Brands Build Loyalty With The Quality Of Their Experience
September 19, 2019 | Amit BhatiaHow 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...
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Report Prioritize Initiatives For Digital Banking Success In India
An Introduction To Forrester's Digital Banking Initiatives Prioritization Framework
September 3, 2019 | Arnav GuptaDigital banking teams want advanced easy-to-use digital banking touchpoints and must prioritize their development efforts based on what their customers really want and value. This report helps...
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Report Six Common Pitfalls On Hong Kong Mobile Banking Apps And How To Fix Them
Learn From Industry Best Practices How To Avoid These Mistakes
August 28, 2019 | Meng LiuForrester recently concluded its Forrester Wave™ evaluation of mobile banking apps in Hong Kong, which assessed the functionality and user experience (UX) of the mobile banking apps of five large...
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Forum CX Singapore 2019
Change The Game: Driving Radical CX Innovation
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...
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Report The Singapore 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 scores of the 16 brands in three industries and the government sector in the...
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Report Australian Consumers Are Warming Up To Digital Financial Services Firms
August 19, 2019 | Zhi-Ying BarryDisruption in the Australian financial services sector is accelerating. More digital banks and superannuation firms have entered the market in the past year — all aiming to grab market share from...
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Report The Forrester Banking Wave™: Hong Kong Mobile Apps, Q3 2019
Hong Kong Banks Must Improve Both Functionality And Usability To Create Great Experiences
Mobile apps have become the touchpoint of choice for people in Hong Kong to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering...
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Report Seven Common Mistakes In Indian Mobile Banking Functionality And How To Fix Them
Learn From Best Practices To Evolve Mobile Banking Experiences
July 26, 2019 | Arnav GuptaForrester recently concluded its Forrester Industry Wave™ evaluation of mobile banking apps in India, which assessed the functionality and user experience (UX) of the mobile banking apps of seven...
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Report Forrester Infographic: State Of CX In India
Lessons Learned From Forrester’s CX Index™ Data
July 11, 2019 | Amit BhatiaSince 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...
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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 BhatiaForrester 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....
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Report The Forrester Banking Wave™: Mainland China Mobile Apps, Q2 2019
Chinese Banks Offer Great Functionality And Usability, But There's Still Ample Room For Improvement
Mobile apps have become the touchpoint of choice for millions of people in China to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs,...
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Report The Forrester Banking Wave™: Australian Mobile Apps, Q2 2019
Australian Banks' Mobile Apps Are Effective, But Most Need To Improve Functionality Or Usability To Create Great Experiences
Mobile apps are the touchpoint of choice for Australians to manage their finances. Digital banking leaders need to build mobile banking around customer needs, empowering customers to manage their...
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Report The Forrester Banking Wave™: Indian Mobile Apps, Q2 2019
While Evolving New Functionality, Focus On Usability Too
Mobile apps have become the touchpoint of choice for millions of Indians to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering...
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Forum Digital Transformation & Innovation India 2019
Master Tech-Driven Transformation
The lure of digital transformation Much of the allure of digital transformation was in its promise of leading market disruption and innovation. If you added a few emerging technologies here,...
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Forum CX Sydney 2019
Change the Game: Driving Radical CX Innovation
Good news. CX leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and more focused on business impact....
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Report Case Study: HDFC Bank Starts Its Journey To Improve Its Online Customer Experience
How A Bank Drives Customer Engagement With Hyperpersonalized Experiences
May 6, 2019 | Ashutosh SharmaTo offer the right banking products to the right people, HDFC Bank needed to improve how it engaged existing and prospective customers online. Including a small degree of personalization in its...
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Report The Australia Banking Customer Experience Index, 2018
How Australian Banks Earn (And Lose) Loyalty With The Quality Of Their Experience
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...
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Report Australian Financial Services Firms Need To Step Up And Fix Home Lending
Let The Royal Commission Be The Catalyst To Advocate For Your Customers And Rebuild Trust
April 8, 2019 | Zhi-Ying BarryThe Australian government's Royal Commission revealed major flaws in the country's home lending market. So far, the industry's response has been inadequate; financial services firms have yet to...
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