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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Forum CX Singapore

    Supercharge Your CX Practice In One Day
    September 3, 2020 | Singapore | Frederic Giron

    CX Singapore 2020 is a one-day intensive event that will arm you with the tools and inspiration necessary to take your customer experience practice to the next level. Join us on September 3, 2020...

  • Report A Framework For Helping Customers In Crisis

    How 26 Firms In Asia Pacific Created New Standard Operating Practices For Business As Unusual

    Crisis reveals character. Right now, businesses are showing their character as they respond to unprecedented change in near real time. As governments order whole sectors to shut down, customer...

  • Report China Shopper Insights And The Impact Of COVID-19

    May 29, 2020 | Satish Meena, Xiaofeng Wang

    COVID-19 has had a dramatic impact on the global retail business. China took the first hit, seeing $328 billion consumer goods sales ebb away in Q1 2020. Chinese consumers, including those in older...

  • Report India Tech Market Outlook, 2020 To 2021

    COVID-19 Has All But Killed India's Tech Spending Growth
    May 28, 2020 | Ashutosh Sharma

    India's economy was poised for a great recovery in 2020, with clear signs of growth in January and February. The banking sector's woes were coming to an end, consumer spending was up, and...

  • Forum Technology & Innovation APAC

    Learn how to become the catalyst of innovation in your enterprise.
    May 26, 2020 | Mumbai | Amit Bhatia, Frederic Giron, Leslie Joseph

    In 2020, technology leaders in the innovation-driven Asia-Pacific region have a chance to rise above the day-to-day management of IT systems and become a true catalyst of business...

  • Survey Consumer Technographics® COVID-19 Survey (Wave 2)

    May 21, 2020

    SURVEY TOPICS General attitudes and behaviors Retail behaviors Financial services behaviors Technology, media, and telecom behaviors SURVEY METHODOLOGY The Forrester Analytics Consumer...

  • Report Predictions 2020: India

    Value-Driven Firms In India Will Win In The Post-Pandemic World

    At the start of 2020, business across the globe was humming. Then, COVID-19 blew up around the world — and things changed fast. As the situation evolves, how will Indian firms react? In the...

  • Report The Forrester Wave™: IoT Consultancies In Asia Pacific, Q2 2020

    The Eight Service Providers That Matter Most And How They Stack Up
    April 30, 2020 | Achim Granzen

    In our 23-criterion evaluation of internet-of-things (IoT) consultancies in Asia Pacific (AP), we identified the eight most significant ones — Accenture, Birlasoft, Capgemini, Deloitte, DXC...

  • Forum CX Sydney

    The Time Is Now: Lead With Experience
    April 30, 2020 | Virtual Event | Michael Barnes

    CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

  • Report Now Tech: AI Chips In China, Q2 2020

    Forrester's Overview Of 24 AI Chip Providers In China
    April 29, 2020 | Charlie Dai, Danny Mu

    You can use AI chips to accelerate AI model training, boost model inferencing, and power AI cloud and AI systems to facilitate business transformation. But to realize these benefits, you'll first...

  • Report The Renaissance Of Branch Banking In Asia Pacific

    Let CX And EX Drive Branch Transformation
    April 27, 2020 | Tom Mouhsian

    Digital self-service and transaction automation have led banks to close branches. But many customers still depend on branch staff for financial consultations and support, shifting the key drivers...

  • Survey Business Technographics® Networks And Telecom Survey, 2020

    April 27, 2020

    SURVEY TOPICS General networking and priorities Software-defined networks (SDNs) Managed services Purchase sources Unified communications Contact centers Wide area networks (WANs) Internet of...

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

    Understand Your Employees To Help Guide Them Through Uncertainty

    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...

  • Webinar The 2020 To 2021 Tech Market Outlook At A Time Of Global Pandemic And Economic Recession

    This webinar discusses Forrester’s updates to our forecasts for business and government purchases of tech goods and services in the US, Europe, Asia Pacific, and globally for 2020 and 2021,...

  • Report Customer Experience Trends In China, 2020

    How COVID-19 Affects Customer Expectations In China
    April 21, 2020 | Meng Liu

    Chinese enterprises in general and digital businesses in particular have been innovating and raising the bar for customer experience (CX) both within and beyond the country, including during the...

  • Report The State Of Open Banking In Australia

    April 14, 2020 | Zhi-Ying Barry, Jacob Morgan

    The Australian government has mandated that the Big Four banks comply with open banking by July 2020 and that all other authorized deposit-taking institutions (ADIs) comply by July 2021. Many banks...

  • Webinar Forrester's Guide To Vendor Localization Strategy In China

    April 14, 2020 | Charlie Dai, Danny Mu, Xiaofeng Wang

    The ongoing trade war and the slowdown of the domestic Chinese economy are challenging the adoption of foreign products and services not only for Chinese firms but also for international companies...

  • Report The State Of Digital Retail Payments In Asia Pacific

    Digital Payments Are Making Progress But Still Face Major Hurdles
    April 13, 2020 | Meng Liu

    A storm is brewing in the digital retail payments space in Asia Pacific (AP). Financial technology (fintech) innovations, booming venture capital funding, conducive regulations, and keen...

  • Report Your Global Martech Stack Won't Cut It In China

    Assemble A Local Martech Stack To Support Your Marketing Strategy In China
    April 7, 2020 | Xiaofeng Wang

    Global marketers struggle to adapt to the unique and fast-changing digital ecosystem in China. Many of their global marketing technology (martech) vendors either lack a business presence in the...

  • 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 State Of Digital Banking In Asia

    A Look At Submissions To The Digital Banker Awards For 2019 And 2020
    March 27, 2020 | Tom Mouhsian, Frederic Giron

    The banking landscape in Asia is rapidly evolving as new entrants and incumbents vie to win, serve, and retain ever more entitled and empowered customers. Forrester worked with The Digital Banker...

  • Report Computer Vision Supports Retailers' Digital Transformation

    How Four Retailers In China Deliver Business And Customer Value With AI
    March 27, 2020 | Guannan Lu, Charlie Dai

    Retailers must digitally transform to catch up with fast-changing customer expectations and fend off increasingly aggressive digital competitors. As part of these transformation efforts, retailers...

  • Report Case Study: Starbucks Accelerates Growth With Alibaba's New Retail

    How The Coffee Giant Drives Business Growth By Plugging Into The Largest Online-To-Offline Ecosystem In China
    March 23, 2020 | Xiaofeng Wang, Danny Mu

    Despite its dominance in the coffee retail segment, Starbucks struggled to serve empowered Chinese consumers efficiently and keep pace with fast-emerging local competition. The coffee chain has...

  • Survey Business Technographics® Priorities And Journey Survey, 2020

    March 23, 2020

    Survey Topics Technology involvement Budget questions IT transformation maturity assessment Technology breakout Change in technology spending Priorities and priority actions IT and technology...

  • Survey Consumer Technographics® Benchmark Survey, Part 1, 2020

    March 23, 2020

    SURVEY TOPICS Device adoption and attitudes Media and advertising Online topics and websites Streaming Social media behaviors Retail spending, products, and brands purchased Payment methods and...

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