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• Report The Forrester Digital Experience Review™: Australian Mobile Banking Apps, Q3 2020

  CommBank Is Australia's Overall Digital Experience Leader

  July 14, 2020 | Zhi-Ying Barry, Riccardo Pasto

  Mobile apps are the touchpoint of choice for Australians to manage their finances. To see how helpful mobile apps are to customers, we evaluated the mobile apps of the Big Four Australian banks and...

• Report Center Your COVID-19 Business Recovery Planning Around Employee Understanding

  Build Empathy And Trust To Effectively Address Employee Concerns And Challenges

  June 17, 2020 | Michael Barnes, Zhi-Ying Barry, Riccardo Pasto

  With COVID-19 restrictions easing, organizations are accelerating plans to reopen facilities and reengage customers physically as well as virtually. While Australians are more confident of their...

• Report Digital CX And Design Trends, 2020

  May 20, 2020 | Andrew Hogan, Gina Bhawalkar, Jennifer Wise

  Eight trends in 2020 are shaping how experience design (XD) professionals and their companies should improve their customers' experiences with digital touchpoints, from apps to websites to Alexa...

• Report How Australian Employees Feel About COVID-19: A PandemicEX Survey

  Understand Your Employees To Help Guide Them Through Uncertainty

  April 22, 2020 | Michael Barnes, Riccardo Pasto, Zhi-Ying Barry

  In the face of the ongoing COVID-19 pandemic, business managers and leaders need to support their employees with a thoughtful, empathetic approach. Forrester's Q1 2020 Australian PandemicEX Survey...

• Report The Australia Banking Customer Experience Index, 2019

  How Australian Banks Earn (And Lose) Loyalty With The Quality Of Their Experience

  April 1, 2020 | Riccardo Pasto

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

• 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 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 Predictions 2020: Customer Experience

  Economics Will Drive Major CX Decisions But Not Always For The Best

  October 31, 2019 | Harley Manning, Andrew Hogan, Rick Parrish

  Improving customer experience (CX) is a superior way for companies to grow revenue and increase profits. In 2020, CX professionals who can prove the ROI of what they do face a strong job outlook,...

• Report Six Common Pitfalls On Chinese Mobile Banking Apps And How To Fix Them

  Learn From Industry Best Practices How To Avoid These Mistakes

  October 2, 2019 | Meng Liu, Riccardo Pasto

  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...

• Blog The New South Wales Government Embarks On A Bold Journey To Improve Customer Experience

  September 2, 2019 | Riccardo Pasto

  Weak Government CX Harms Mission Performance As customer expectations keep rising, governments around the world struggle to improve customer experience (CX). In 2018, Australian government customer...

• Report The Forrester Banking Wave™: Hong Kong Mobile Apps, Q3 2019

  Hong Kong Banks Must Improve Both Functionality And Usability To Create Great Experiences

  August 14, 2019 | Meng Liu, Riccardo Pasto

  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...

• Blog Chinese Banks Offer Great Functionality And Usability, But There’s Still Ample Room For Improvement

  July 5, 2019 | Riccardo Pasto

  Mobile apps have become the touchpoint of choice for millions of people to manage their finances; this is especially true for China, where the customers are among the most empowered in the world....

• 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

  June 25, 2019 | Riccardo Pasto, Meng Liu

  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,...

• 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

  June 25, 2019 | Zhi-Ying Barry, Riccardo Pasto

  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...

• Report The Australia Superannuation Customer Experience Index, 2018

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

  May 8, 2019 | Riccardo Pasto, Zhi-Ying Barry

  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...

• Blog CX Pros, Add Rigor To How You Prioritize And Drive Business Results

  April 19, 2019 | Riccardo Pasto

  https://go.forrester.com/wp-content/uploads/2019/04/1488578169071-zmy00q.mp4 Firms Are Failing To Differentiate With CX Today, customer expectations are outpacing brands’ ability to adapt and...

• 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 Customer Service Pitfalls: Six Missteps And How To Avoid Them

  Best Practices For Using Customer Service To Gain Competitive Differentiation

  January 22, 2019 | Riccardo Pasto

  Informed customer experience (CX) professionals leverage customer service to deliver memorable experiences across the three dimensions of CX quality: effectiveness, ease, and emotion. Why do so few...

• 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 The Australia Customer Experience Index, 2018

  How Brands Build Loyalty With The Quality Of Their Experience

  December 26, 2018 | Riccardo Pasto, Rick Parrish

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

• Report Case Study: JD.com Delivers Superior CX With Digital Supply Chain And In-House Logistics

  How China's Largest Retailer Wins By Infusing Operations With Emerging Tech

  November 12, 2018 | Riccardo Pasto, Danny Mu

  JD.com, the largest retailer in China, sees investments in logistics and supply chain as key enablers of sustainable customer experience (CX) differentiation in a highly competitive market. This...

• Report The Forrester Banking Wave™: China Mobile Apps, Q2 2018

  China Merchants Bank Leads With Robust, Easy-To-Use Features

  June 28, 2018 | Riccardo Pasto

  Mobile apps are the primary way that consumers in metro China pay bills, transfer funds, and manage their finances, so Chinese banks have to design, build, and deliver mobile experiences that both...