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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 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 Customer Advocacy 2018: How Advocating For Customers Helps Financial Firms Drive Loyalty

    US Customers Rate Their Banks, Credit Card Providers, Insurers, And Wealth Management Firms On Advocacy And Future Purchase Intent
    December 24, 2018 | Alyson Clarke

    Customer advocacy — customers' perception that a firm does what's best for them, not just what's best for the firm's own bottom line — is a key driver of loyalty and future purchase intent at...

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