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As the coronavirus dominates the global headlines, businesses should take the opportunity to develop business continuity plans specifically for pandemics—focusing on customer, employee, and partner needs. Read more »

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  • Report 2017 Indian Bank Digital Sales Functionality Benchmark

    ICICI Bank Leads The Pack, Just Ahead Of Axis Bank
    January 30, 2018 | Ashutosh Sharma, Arnav Gupta

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of five large retail banks in India. ICICI Bank leads the pack with a score of 55 out of 100, just...

  • Report The Power Of Predictions

    Case Studies In CRM Next Best Action
    June 22, 2011 | James G. Kobielus

    Many business process pros have implemented next-best-action technologies to improve customer retention, boost upsell and cross-sell, and enhance customer experiences. Best practices for customer...

  • Report Trends In China's eCommerce Market

    How Online Retail In China Is Evolving Differently From Other Major Markets
    January 11, 2011 | Zia Daniell Wigder

    China's eCommerce market is both one of the largest and one of the fastest growing in the world. While Forrester estimates the traditional B2C online retail markets to be larger in the US and Japan...

  • Report Benchmarking Australian Banks' Sales Sites, 2010

    Australian Banks Excel In Supporting The Online Application
    October 18, 2010 | Vanessa Niemeyer, Ph.D.

    Forrester evaluated the public Web sites of the big four Australian retail banks — Australia and New Zealand Banking, Commonwealth Bank of Australia, National Australia Bank, and Westpac — using...

  • Report Case Study: How Commonwealth Bank Of Australia Redesigned The Secure Site For Sales

    August 13, 2009 | Vanessa Niemeyer, Ph.D.

    In the course of its "Finest Online" project, Commonwealth Bank of Australia redesigned its NetBank Internet banking service with the objectives of building an excellent customer experience and...

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