India Jolts Its Cash Economy

Ashutosh Sharma

Prime Minister Modi’s announcement of the demonetization of the large denomination bills is a significant initiative. While he indicated terror financing and corruption as the main causes for the initiative, there are many ramifications this move will have on legitimate business activities as well.

India is known for its love of cash. Uber is primarily a cashless service elsewhere in the world, but more than 50% of Uber trips in India are paid for in cash. This preference for cash transactions arises primarily from following reasons:

  1. The majority of Indians are still not familiar with card-based or electronic payments, irrespective of the relentless focus of the Reserve Bank of India toward changing their behavior.
  2. Merchants in India are forcing the choice of cash payments on customers because electronic payments eat into their margins — just like everywhere else in the world.
  3. Even more significantly, cash payments allow merchants and professionals like doctors, lawyers, and accountants to keep such transactions off the books and avoid tax.
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The US Leads In Public Cloud Services, But Other Regions Are Catching Up

Jennifer Adams

Public cloud services are one of the biggest disruptions in the tech market in the past 15 years. In September 2016, my colleagues Andrew Bartels, Dave Bartoletti, and John R. Rymer published their latest public cloud services outlook, The Public Cloud Services Market Will Grow Rapidly To $236 Billion In 2020,projecting 22% annual growth in public cloud services over the 2015-to-2020 period. Explosive growth in cloud applications has depressed software license sales, and cloud platforms have upended the traditional on-premises server and storage market. The pure-play public cloud players continue to report fantastic growth: Amazon Web Services’ revenue grew 58% year-over-year in Q2 2016, and Microsoft Azure reported 116% year-over-year revenue growth in Q1 2017 (September). In response, traditional software and hardware vendors are moving to the cloud via both acquisitions and launches of new cloud services.

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Automation And Sharing Are Common Themes

Joseph Blankenship

After years of shunning automation and information sharing efforts, the security industry is now embracing them. Every vendor conference I attended this fall talked about the need to automate some security functions in order to increase security teams' efficiency and ability to quickly detect and respond to incidents. The vendors also focused on the need to break down the silos and share information across the security and IT organizations, between vendors, and throughout the security community.

Why the change? The pace of attacks along with the continued stress of resource-constrained organizations are forcing security leaders to find new solutions.

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New Benchmarking Data: State Of VoC Programs, CX Research And Journey Mapping…

Maxie Schmidt-Subramanian

… in the making. Do you want to know...

  • How future-proof is our VoC program?
  • Are we doing enough to gain deep customer understanding?
  • Are we maximizing our use of journey mapping and should we be doing journey analytics?

Take our benchmarking survey to get the answers and benchmark your and your company's efforts!

As a thank you for your contribution, you’ll receive an exclusive report on the data - highlighting the state of CX research, journey mapping and VoC programs at some of today’s leading firms.

Our survey shouldn’t take more than 10 minutes to complete. It will be open until November 30th.

We know you are busy and appreciate the time you take to share your experiences with us. If you have any questions, please reach out to Kelly Price (kprice@forrester.com).

Can’t wait to hear from you!

Thank you,

Maxie

Webinar: The Marketing Measurement And Optimization Solutions Wave

Tina Moffett

You’ve heard it before - consumers move from their smartphones to their desktops, from in front of their living room TV to driving by a highway billboard, from their emails to their Facebook News Feed.  With this convoluted and dynamic path to purchase,  are you prepared to understand and measure every touchpoint your brand has with its customers?

 
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The India Customer Experience Index 2016, Part 2: These Industries Performed Well

Amit Bhatia

In my previous blog post last week I introduced the India Customer Experience Index 2016 report, and spoke briefly about over-all trends in this year’s results compared to last year. In this post I’ll explore more industry-level findings.

In this year’s CX Index results, we found that:

  • Financial services (Banks & Credit Cards) performed well. In fact, along with PC Manufacturers, they topped the CX Index in terms of industry-averages. Financial firms recognize that the lifetime value of each customer relationship can be significantly higher than in other industries, so they strive to deliver better-quality experiences to their clients. In contrast, Auto & Home Insurance companies were found lacking in the experiences they delivered to clients, and brought up the rear of the industry-average rankings.
  • Traditional and Digital-only retailers improved their CX significantly. Digital-only retailers are realizing that deep discounting can only take them so far, and are now focusing on delivering differentiated CX instead. Feeling the heat from digital players, traditional retailers made great strides to improve their CX too. Despite these efforts, both traditional and digital-only retailers moved from delivering ‘poor’ CX last year to just ‘OK’ CX this time around.
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China’s Cybersecurity Law Challenges Foreign Companies To Accelerate Their Digital Transformation

Charlie Dai

On November 7, China’s top legislature adopted a cybersecurity law to safeguard the sovereignty on cyberspace, national security, and the rights of citizens. The law has seven chapters that define specific regulations in various areas, such as network operational security (including key IT infrastructure), network information security, monitoring, alerting, and emergency situation handling as well as related legal responsibilities.

Some critics, especially those in Europe and the United States, continue to read too much into the negative impact of this legislation. I believe that it’s the reasonable move for the Chinese government to make in order to balance national security, citizen privacy, and economic openness. Foreign players in the Chinese market must revisit their local strategy and accelerate their digital transformation if they don’t want to miss the increasing needs and new opportunities regarding security and privacy:

  • The cybersecurity law has substantial advantages that benefit cybercitizens. For example, for the first time, the Chinese government requires that vendors providing cyberproducts and cyberservices must make clarifications to users and attain their approvals before they collect personal information. The new law also regulates that if companies leak or illegally sell personal information to third parties, they must bear legal responsibilities accordingly. These regulations mark a critical milestone in China’s journey toward personal privacy protection, and they are also important for consumers in the world’s largest market to protect themselves against internet fraud and spam messages.
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Join Our 2016 Global Mobile Executive Survey

Thomas Husson

For the past few years, Forrester has fielded a Global Mobile Executive Survey to understand and benchmark mobile initiatives. This year, my colleagues Julie Ask, Jennifer Wise and I are updating the survey again to help marketers and business executives benchmark and mature their mobile strategy and services.

Planning and organizing for the use of mobile technologies is a complex task. Integrating mobile as part of a broader corporate strategy is even more complex. However, some players are leading the way and working on infrastructure, staffing, and competencies that are hard to see unless you look closely. If you want to understand the role that mobile is playing in various organizations, what their objectives are, how they measure the success of their mobile initiatives, and a lot more, you just have to share with us your own perspective and we will aggregate the answers.

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Lead Agencies Demonstrate Commitment To Post-Digital Marketing

Sarah Sikowitz

The Forrester Wave™: Lead Agencies, Q4 2016 report is hot off the press! 

Companies that succeed in the post-digital era marry digital engagement, traditional marketing, data, and technology to create superior, customer-centric brand experiences. For marketers, this means staying ahead of changing consumer behavior and organizing your team to meet the needs of today’s empowered customer.

As marketers’ rise to this challenge, they look to lead agencies  to drive brand, creative, and experience strategy, along with campaign development across traditional and digital touchpoints. They also look for productive collaboration across diverse agency rosters and a commitment to attracting and retaining post-digital thinkers.  

We evaluated the lead agency capabilities of eight agencies — 360i, Barkley, Havas Worldwide, Hill Holliday, mcgarrybowen, Publicis NA, R/GA, and VML.

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Take The Wheel: Build Your Cloud Computing Strategic Plan NOW

Dave Bartoletti
Are you excited by all the new innovations coming in the cloud computing market for 2017? Our Predictions report neatly summarizes them for you. Now what are you going to do about it? If you’re like the majority of infrastructure and operations pros I speak with about cloud, building a strategic plan to get your cloud plans in order is a top priority for 2017.
 
2017 is the perfect time for I&O pros to take control of their company’s cloud computing strategy, because cloud adoption is up, developers are more keen on cloud services than ever — and cloud is where the most exciting innovations in IoT, machine learning, big data analytics, and container-based development are happening.
 
Cloud is now a foundational enterprise technology. I&O leaders must strike the right balance between business, developer, and tech management priorities to source, configure, deliver, and optimize the right mix of cloud services for their business.
 
Above all, your cloud strategic plan must be customer-obsessed. Do you know what it means to build a customer-obsessed operating model based on cloud computing? Don’t wait to find out. Your business won’t wait. And most of all, your customers won’t wait.
 
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