Charts & Figures
View all 1,725 Charts & Figures
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The Distribution Of US CX Index Scores, 2016 To 2018
February 22, 2019
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Weak Discipline Jeopardizes CX Management Efforts
February 22, 2019
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The Business Impact Of Improving CX Index Scores By 1 Point
February 22, 2019
Search Results
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Forum CX Europe 2019
Change The Game: Leading Radical CX Innovation
November 14, 2019 | Joana van den Brink-QuintanilhaFirst, 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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Forum Privacy & Security 2019
The Technology of Trust
Privacy is the new competitive advantage. Your customers increasingly gravitate to brands they trust. How do you weave trust into the core of your brand promise and value proposition? How can you...
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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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Forum CX NYC 2019
Change The Game: Leading 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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Forum Digital Transformation & Innovation Europe 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 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 Digital Transformation & Innovation 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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Forum Consumer Marketing 2019
Beyond The Direct-To-Consumer Revolution
Direct-to-consumer (DTC) brands have captured consumers’ admiration and loyalty … but most have an unsustainable economic model. Traditional brands are optimized to deliver financial...
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Webinar Use A Market And Competitive Intelligence (M&CI) Solution To Drive More Actions And Outcomes
Thursday, March 21, 2019, 11:00 a.m.-12:00 p.m. Eastern time (15:00-16:00 GMT) | Cinny Little, Elizabeth CullenMost firms have M&CI capabilities, but many struggle to align insights from information and data with stakeholders’ decisions for actions that improve business outcomes. This webinar...
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Webinar The Employee Experience Index: Your New Diagnostic Tool For Understanding How To Make Employees Productive, Happy Warriors
Monday, March 18, 2019, 11:00 a.m.-11:40 a.m. Eastern time (15:00-15:40 GMT) | David K. Johnson, Samuel SternMost firms ignore the underlying causes of a good employee experience. The employee engagement surveys at most firms can’t help you diagnose the root causes of good or bad employee...
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Webinar How To Drive Revenue Growth And Profitability Through Effective Digital Transformation
Thursday, March 7, 2019, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Nigel FenwickEffective digital transformation is much more than a series of tactical digital projects designed to improve customer experience and employee productivity. And it’s way more than simply...
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Webinar Autonomous Testing Is Like Autonomous Driving: The AI Needs Human Assistance
Tuesday, March 5, 2019, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Diego Lo GiudiceDigital acceleration can't happen without better-quality software, and software testing matters more than ever for quality at speed. However, test automation lags, and growing complexity everywhere...
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Webinar Use Insights About The Banking Platform Software Market To Make Informed Selection Decisions
Thursday, February 28, 2019, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Jost HoppermannForrester invited vendors of globally deployed banking platforms (including core banking) to participate in a survey on their 2018 deals; and 36 vendors accepted the invitation. The webinar...
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Webinar The State Of Unified Endpoint Management: Insights From The Forrester Wave™
Tuesday, February 26, 2019, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Andrew HewittProviding a great technology experience for employees requires anytime, anywhere access to task-critical information on whatever device or application they prefer. But how do you ensure a...
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Report Forrester's Top Customer Experience Research Findings Of 2018
February 22, 2019 | Rick ParrishForrester's customer experience (CX) research team published more than 100 reports in 2018. In this review, we pull our most important CX findings — across a range of topics — out of those reports...
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Report Banks Need To Prepare For Banking Application Ecosystems
Forward-Looking Banks Plan To Assemble Their Banking Applications
February 19, 2019 | Jost HoppermannVery few banks and technology leaders disagree that banks need complete digital transformation. Leading banks are moving to advanced digital target state architectures without creating new legacy....
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Report The Digital Disruption Of Small Business Banking
Banks Must Improve Digital Services For SMEs — Or Lose Customers To Disruptors
February 19, 2019 | Peter WannemacherOver the past decade, established banks have worked hard to extend their products and services to retail customers who've moved onto digital touchpoints. But digital banking for small and...
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Report Prepare For Blockchain's Impact On The Telecommunications Sector
Distributed Ledger Technology Offers The Potential For New Services And Efficiencies For Telcos And Their Customers
February 15, 2019 | Dan BielerThe telecommunications sector has been slow to embrace the opportunities of distributed ledger technology, AKA blockchain. This follower approach is risky: The emerging virtualization of network...
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Report How US Customers Research And Buy Life Insurance
Meet Prospects At The Point Of Need With Easy Ways To Research And Apply
Life insurance isn't consumers' top priority — until life events prompt them to buy it. Digital teams need to have the right resources in place for when that moment hits. This report explains why...
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Report The Security Of Cryptocurrencies
Security Must Help Business Leaders Make Risk-Based Decisions On Cryptocurrency Adoption And Implementation
Many enterprises are considering the adoption of cryptocurrencies for payment. As a security and risk (S&R) professional, you're responsible for helping business leaders understand the legal and...
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Report The Winning Way To Plan Customer Research
Use Forrester's Customer Research Canvas To Drive The Why, What, How, And Who Of Your Research Efforts
Although companies increasingly recognize that if they want to improve CX significantly, they can't skip customer research, Forrester consistently hears from CX pros who struggle to conduct the...
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Report Harness Emerging Technologies To Differentiate Your Digital Business
Advanced Level: Technology Practices For Digital Business
Digital innovators treat technology as a business asset, the underpinning of new business models. They put technology at the core of their innovation process, and harness emerging technology to...
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Report Use Customer Journeys To Guide Your Digital Insurance Strategy
Processes: The Digital Insurance Strategy Playbook
Digital insurance teams are keen to digitize the entire customer life cycle. They want to cut costs and offer convenience by enabling customers to get quotes and buy, manage, and renew policies...
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Report Forrester Analytics: Online Retail Forecast, 2018 To 2023 (Western Europe), Q4 2018 Update
ForecastView Document
February 7, 2019 | Michael O'GradyOnline retail sales will grow at an average of 11.7% per year over the next five years in Western Europe: By 2023, over half of computer and consumer electronics purchases and almost a third of...