Forrester

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• Report Transformation Goes Pragmatic

  Key Takeaways From Forrester's Singapore And Hong Kong Predictions 2019 Events

  January 14, 2019 | Tom Mouhsian, Frederic Giron, Xiaofeng Wang

  Forrester's Predictions 2019 events in Singapore and Hong Kong highlighted the major trends, opportunities, and challenges that companies will face and must address in 2019. This report outlines...

• Report Demystifying Financial Metrics For CX

  January 2, 2019 | Tom Mouhsian

  Customer experience (CX) professionals must trace CX outcomes to core financial metrics in order to establish the material impact of CX performance and initiatives that aim to drive CX quality. For...

• Report A Cautionary Tale: Why Digital Monopolies Need Strong CX Too

  Weak Customer Experiences Threaten Grab's Dominance In Singapore

  October 3, 2018 | Tom Mouhsian, Dane Anderson

  When Uber exited Southeast Asia in exchange for a 27.5% stake in homegrown digital darling Grab, few questioned the bright future that lay in store for Grab. But the three months since the merger...

• Report Hardwire Customer Experience To Financial Performance

  CX Pros In Financial Services Must Connect Metrics To Money

  August 30, 2018 | Tom Mouhsian

  Senior business leaders in the financial services industry measure success with metrics like return on equity, net income, and risk-adjusted allowances but don't know how customer experience (CX)...

• Report The Singapore Customer Experience Index, 2018

  How Brands Build Loyalty With The Quality Of Their Experience

  August 29, 2018 | Tom Mouhsian, Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? In our inaugural Singapore Customer Experience Index (CX Index) report, we reveal the complete rankings...

• Report How To Set Up An Effective CX Training Program

  Follow Three Key Steps To Ensure That Your CX Training Delivers Optimal Impact

  May 29, 2018 | Tom Mouhsian

  Customer experience (CX) strategies can be derailed by lack of preparation, poorly defined business context, and difficulty aligning the time spent on one-off training workshops with the value they...

• Report Case Study: Prudential Put Customers First And Revitalized Its Business Performance

  Scale Customer Experience Quick Wins To A Total Business Makeover

  January 26, 2018 | Tom Mouhsian

  Creating a vision for customer centricity as a strategic company objective is easy; executing a wide-ranging transformation program to enable customer centricity is much harder. Prudential is at an...

• Report Create Experiences That Have The Power To Transform

  Look Beyond Customer Experience Quick Fixes In Pursuit Of Higher Value

  July 25, 2017 | Tom Mouhsian

  Customer expectations are rising faster than ever. But customer experience (CX) professionals still dedicate most of their effort to trying to catch up by incrementally improving the features of...