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
Australians haven’t fully embraced Digital-Only banks, but open banking could change that: Forrester
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
Facebook’s scandal plagued 2018 and looming regulation will do little to damage it in the near term, according to Forrester analysts. Long term, however, it is a different story, with analysts tipping the company’s maniacal focus on growth will bring about its downfall. Sign up for Which-50’s Irregular Insights newsletter
The Commonwealth Bank of Australia has the best mobile banking app, according to Forrester, which reviews the apps of major Australian banks annually. Westpac won the award in 2016 but CBA has dominated since, taking the last three Forrester gongs. The research firm said the CBA’s app stood out because
Businesses are investing more money in technology to differentiate the experience between various channels, however consumers are almost equally as satisfied on dissatisfied with different channels. That’s according to Vikram Sehgal, VP analytics strategy APAC at Forrester. During the Forrester CX event in Sydney last week, Sehgal told attendees when
Less than a quarter of CMOs are directly responsible for their organisation’s digital transformation, according to Forrester, which argues marketing chiefs are too preoccupied with short term ROI initiatives and competing priorities to lead long term strategic change. Register now for Which-50’s webinar on the disruptive impact of chatbots! However they
Silos are busted, time to market accelerated and IT resources are much simpler to utilise when organisations have an effective integration platform as a service (iPaaS) regime, according to a Dell Boomi commissioned study by Forrester. In the study to assess the economic impact of shifting to the cloud, Forrester created
This year leaders focused on digital transformation and CX however some came to the realisation these strategies are hard, costly and challenged the way they run their businesses. Despite the effort made, CX performance was flat and more than 50 per cent of digital transformation efforts stalled, according to Forrester.