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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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  • Report The Forrester Tech Tide™: Zero Trust Threat Detection And Response, Q2 2021

    Seventeen Technologies Underpin Zero Trust Detection And Response

    Zero Trust threat detection and response is increasingly critical to firms' ability to win, serve, and retain customers. To accelerate their performance in threat detection and response, companies...

  • Report US Tech Market Outlook For 2021 And 2022

    Pandemic Progress And Healthy Stimulus Lead The Way To 6% Tech Growth In 2021
    April 26, 2021 | Andrew Bartels

    The outlook for the US economy and the US tech market is distinctly brighter than it was in December 2020, thanks to progress with COVID-19 vaccines and over $2 trillion in Federal economic...

  • Report New Tech: Zero Trust Network Access, Q2 2021

    Forrester's Landscape Overview Of 34 Providers
    April 19, 2021 | David Holmes

    Zero Trust network access (ZTNA) is the signature security technology of the pandemic. While modestly unchaining users from their antiquated VPN technology, it has inspired organizations to...

  • Report Understand Your Customers To Help Improve Their Financial Well-Being

    Financial Well-Being: Use This Segmentation To Develop Your Financial Well-Being Strategy
    April 14, 2021 | Aurelie L'Hostis

    Consumers face multiple financial challenges, and many are worried about their financial situation. Various attitudinal, situational, and external factors can impact an individual's financial...

  • Report The 10 Core Competencies You Need To Be Future Fit

    April 6, 2021 | Brian Hopkins, Bobby Cameron, Patrick Carroll

    You need to be future fit to deliver great experiences for your customers and employees. To help you understand how to become future fit, we examined our North American 2020 Future Fit Technology...

  • Report Digital Experience Priorities In The Next Two Years

    A Series Of Executive Conversations On Digital Experiences
    April 1, 2021 | Julie Ask

    "When you look forward two years, how will you describe your digital experiences? What is the next leap forward?" This report shares these perspectives from our "Digital Experience Executive...

  • Report The State Of Digital Experiences

    A Series Of Executive Conversations On Digital Experiences
    April 1, 2021 | Julie Ask

    "How would you describe the state of your company's digital services or experiences today for consumers?" This report shares these perspectives from our "Digital Experience Executive Conversations"...

  • Report The Use Of Emerging Technologies In Consumer Digital Experiences

    A Series Of Executive Conversations On Digital Experiences
    April 1, 2021 | Julie Ask

    "How is your organization using emerging technologies? Is doing so a priority?" This report shares these perspectives from our "Digital Experience Executive Conversations" series, in which...

  • Report Consumer Banking Trends In 2021

    Five Trends Shaping The Next Generation Of Retail Consumer Banking
    March 30, 2021 | Alyson Clarke

    The COVID-19 pandemic has both accelerated and initiated changes to consumer behavior and the retail banking landscape that will be felt for many years to come. It has accelerated the entrance of...

  • Report Geopolitical Disruption Demands Local Trust

    CMOs At Global Brands Must Pivot To Truly Multilocal Operations
    February 11, 2021 | Thomas Husson

    Even before COVID-19, significant economic, political, and tech trends were fragmenting the global order. The pandemic's economic and social crises and associated geopolitical shifts will drive...

  • Report The Forrester Digital Experience Review™: US Investing Websites, Q4 2020

    Fidelity Leads With A Breadth Of Functionality, While TD Ameritrade Delivers A Strong User Experience
    December 29, 2020 | Vijay Raghavan, David Truog

    Investment firms' websites have become hubs for their clients' investing activities and financial planning decisions. To gauge the ease and effectiveness of the experiences these websites offer, we...

  • Report The State Of The US Grocery Shopper — COVID-19

    US Grocery Shopper Behaviors In The New Normal
    December 22, 2020 | Sucharita Kodali, Madeline Cyr

    Throughout waves of shutdowns and fears that the coronavirus pandemic has resurged, one place where online adults still show up is in grocery stores. In this way, the pandemic has essentially...

  • Report US Tech Market Outlook For 2021: After The Election

    How Politics, The Pandemic, And The Economy Will Shape Industry Tech Budgets
    December 3, 2020 | Andrew Bartels

    The pandemic continues, and we'll feel its ongoing impacts throughout 2021. In this report, we provide our projections by industry for tech spending and the split of tech budgets between new...

  • Forum Technology & Innovation Global

    Adapt To Win
    November 4, 2020 | Live Virtual Experience | Liz Herbert, Matthew Guarini, Brian Hopkins

    In today’s business environment, change is constant. Technology, customer expectations, workforce issues, and economic factors are continually evolving. To thrive in this environment,...

  • Forum Security & Risk Global

    Leading the Way
    September 22, 2020 | Live Virtual Experience | Laura Koetzle, Stephanie Balaouras, Heidi Shey

    As attackers get more sophisticated and new technologies emerge, the strategies to protect your organization’s valuable data must also evolve. Attend Security & Risk to learn about...

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

    USAA And Bank Of America Lead With Valuable Features, While Digital Bank Brands Offer Strong User Experiences
    August 6, 2020 | Peter Wannemacher, Gina Bhawalkar

    For millions of Americans, mobile apps have become the hub of their banking relationship and the starting point for many financial decisions and activities. To gauge how effective and easy...

  • Report The US Customer Experience Index, 2020

    How Brands Build Loyalty With The Quality Of Their Experience
    June 15, 2020 | TJ Keitt

    As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all...

  • Report Forrester Infographic: The State Of Financial Well-Being In The US, 2020

    April 27, 2020 | Aurelie L'Hostis, Luis Deya

    US consumers face multiple financial challenges and are worried about their financial situation. This Forrester infographic provides an overview of the state of financial well-being in the US....

  • Report Case Study: Navy Federal Credit Union's Great Employee Experience Drives Great CX

    The Success Secrets Behind The Leading Company In Forrester's Customer Experience Index
    March 17, 2020 | Keith Johnston, Nick Monroe

    Being a repeat leader in Forrester's Customer Experience Index (CX Index™) makes you a company that others want to learn from and emulate. So how does Navy Federal Credit Union — the world's...

  • Report 2020 To 2021 US Tech Budgets: The Industry Outlook

    CIOs Should Tighten Their 2020 To 2021 Tech Budgets Based On Slowing But Still Positive US Economic Growth
    March 3, 2020 | Andrew Bartels

    The US tech budget outlook for 2020 and 2021 is getting darker, but growth will still be positive with a low risk of an actual downturn. In this report, we provide our 2020 to 2021 forecasts for...

  • Report How US Companies Improved Their CX Index Scores

    February 20, 2020 | Harley Manning, Sam Karpinski, William Willsea

    As customer expectations have continued to climb, overall Customer Experience Index (CX Index™) scores have continued to stagnate. In the run-up to 2019, a few companies outpaced the pack and made...

  • Report The Forrester Banking Sales Wave™: US Mobile Sites, Q1 2020

    US Banks Need To Better Help Prospects Choose And Apply
    January 23, 2020 | Alyson Clarke, Andrew Hogan

    Checking accounts are central to a customer's relationship with their primary bank, and an increasing number of customers are using their mobile phone to find research and apply for an account. To...

  • Report The Forrester Investing Wave™: US Websites, Q4 2019

    Firms Must Optimize Their Site's Functionality And Experience Design To Help Investors Access Information
    December 12, 2019 | Vijay Raghavan, Jennifer Wise

    The website is the dominant digital touchpoint for US investors, so digital leaders at investment firms must elevate their web experiences to win, serve, and retain their customers. To see how...

  • Report Net Promoter Benchmarks, 2019 (US)

    Net Promoter Scores Of 260 Organizations Across 16 Industries
    November 7, 2019 | Maxie Schmidt-Subramanian

    Almost half of firms recently surveyed by Forrester use Net Promoter Score (NPS) as a key performance indicator (KPI) for the success of their customer experience (CX) efforts. In this report, we...

  • Report The US Investment Firm Customer Experience Index, 2019

    How US Brokerage And Investment Firms Earn Loyalty With The Quality Of Their Experience
    September 27, 2019 | Vijay Raghavan, August du Pont

    How well do leading brokerages and investment firms earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 23 investment brands that were...

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