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  • Report 2017 Tech Budget Benchmarks

    Use Our Benchmarks To Transform Your Tech Budget, Not Just Defend It
    March 28, 2017 | Andrew Bartels

    CIOs feel ambivalent about tech budget benchmarks. They need them to respond to CEO and CFO questions about tech spending levels, but they also know the top-line metrics don't really say much. This...

  • Report 2016 Canadian Life Insurance Digital Sales Functionality Benchmark

    Sun Life Financial Leads Our First Review Of Canadian Life Insurer Digital Sales Functionality
    November 30, 2016 | Ellen Carney

    Digital touchpoints are changing how Canadians research and buy life insurance. We used our life insurance Digital Sales Functionality Benchmark methodology to evaluate the digital functionality...

  • Report Customer Experience Drives Revenue Growth, 2016

    Comparing The Revenue Performance Of CX Leaders And Laggards
    June 21, 2016 | Harley Manning, Dylan Czarnecki

    It's the age of the customer, and transforming the customer experience (CX) is one of five critical market imperatives that companies need to shift toward customer obsession. But how can customer...

  • Report 2016 Tech Budget Benchmarks

    What You Need To Know About What Your Industry Peers Are Spending On Business And Information Technologies
    January 21, 2016 | Andrew Bartels

    Every year, CIOs look for tech budget benchmarks to defend tech spending levels to business partners and to help determine where their firm may be overspending or underspending on technology. In...

  • Report Does Customer Experience Really Drive Business Success?

    Business Case: The Customer Experience Ecosystem Playbook
    July 15, 2015 | Harley Manning

    It's the age of the customer, when technology and economic forces have changed the world to such a great extent that an obsession with winning, serving, and retaining customers is the only possible...

  • Report The Canada Customer Experience Index, 2015

    Benchmarking The Canadian Brands That Create The Most Loyalty With Their Customer Experience
    June 8, 2015 | Megan Burns, Corey Stearns

    Six in 10 Canadian companies want to improve their customer experience (CX) in 2015. Forrester's Canada Customer Experience Index (CX Index™) benchmarks 194 companies that do business in Canada...

  • Report 2015 US Small Business Insurance Digital Sales Functionality Benchmark

    The Hartford Leads Our First Review Of US Small Business Insurer Digital Sales Functionality
    May 7, 2015 | Ellen Carney

    The US economy is booming, and so is small business growth. And as businesses grow, so does their need for business insurance. How effective are small business insurance websites when it comes to...

  • Report The Canadian Tech Market Outlook For 2015

    Canadian Firms Continue To Lag Behind Their US Counterparts In Both BT And IT Spending
    February 10, 2015 | Andrew Bartels, Cheryl McKinnon

    Canadian CIOs need to be more aggressive in pushing for tech spending increases in 2015. At a time when firms in the US are expanding technology expenditures — especially on business technology...

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