Forrester

The current COVID-19 has exposed brands’ CX shortcomings and a lack of understanding of their customers, according to a Forrester analyst, who outlined a path of CX recovery. During the Zendesk Showcase, Riccardo Pasto, head of CX research ANZ at Forrester, said brands can not always avoid turbulence but when

Global retail sales in 2020 will decline by an average of 9.6 per cent globally, a loss of $2.1 trillion, due to the impact of the coronavirus, according to new analyst forecasts. Forrester also predicts that it will take four years for retailers to overtake pre-pandemic levels.  According to Forrester’s updated retail forecasts across North America, Asia,

If organisations want to lead with experience they need to stop “decorating” and start “renovating” according to Maxie Schmidt-Subramanian, Principal Analyst, Forrester.  During the virtual Forrester CX Sydney event, Schmidt-Subramanian said brands have behaved a little bit too much like they are redecorating because the customer experience strategy they came

Forrester has urged technology budget holders to prepare their “recession playbook” and optimise spending to navigate the transition from the era of strong tech growth in 2018 to the more difficult environments of 2020 and 2021. In a new report, Forrester has significantly revised its Australian technology spend forecast in

Forrester Research has identified four qualities it says security executives should investigate when selecting a partner to help build a Zero Trust environment. These include strong advocacy of the approach, a commitment to ubiquitous enforcement, support for micro-segmentation, and providing identity beyond identity and access management. A Zero Trust approach

Forrester is launching a new eight-week, online course for B2B marketers called  SiriusDecisions B2B Marketing Certification program. The new certification expands on Forrester’s suite of training and certification offerings that include CX Certification and Zero Trust Certification programs. Forrester’s SiriusDecisions certification solutions are the only research-informed training offerings made by marketing experts for B2B

Australian businesses are delivering better customer experiences than in previous years but there’s still plenty of room for improvement, according to new research from Forrester.  Forrester today released the rankings of its Australia 2019 Customer Experience Index (CX Index) which shows that while the overall CX quality in Australia improved

Blue Prism has been recognised as a Leader in The Forrester Wave: Robotic Process Automation, Q4 2019 report. One of 15 companies included in the report, Blue Prism alone received the highest scores possible in both the “Scale Factors” and “Governance, SaaS and Community” criteria within the “Current Offering” category.

Amobee was named as a leader in cross-channel video advertising by Forrester in its report Cross-Channel Video Advertising Platforms, Q3 2019. Webinar: Can I Trust You? Building Customer Trust into Better Experiences. Register today! Download: Strategy First – How marketers can avoid common technology pitfalls and drive real ROI “The

Australia, Asia, APAC, map, globe

Across APAC consumers increasingly prefer digital channels for financial services. The trend, combined with regulatory changes that lower barriers to entry, is helping digital-only banks overcome incumbents’ traditional trust and scale advantages, according to new research from Forrester. But in Australia, the research shows the pace of switching to digital-only