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Forrester: India’s Auto Industry Improved Their CX In 2022; Toyota Displaced Ford To Re-emerge As Leader

December 21, 2022
According to Forrester’s 2022 India Auto Manufacturers Customer Experience Index (CX Index™) rankings, Toyota emerged as the 2022 customer experience leader, zooming back to the top of the table and displacing last year’s leader Ford. Overall, the auto industry made progress, with the average scoring improving by two points and all brands delivering ‘good’ CX, [...]
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Forrester’s European Insurance CX Index 2022: Customer Experience at Insurers drops

December 8, 2022
According to Forrester’s “European Auto And Home Insurers Customer Experience Index (CX Index™) Rankings, 2022”, the average CX Index score for European auto and home insurers dropped significantly from 67.9 to 67.1 on a 100-point scale.  For the report, Forrester surveyed 11,484 European adult customers of 39 auto and home insurance brands in France, Germany, [...]
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Forrester: While Quality Of Customer Experience Improved In 2022, Malaysian Banks Continue To Offer Mediocre CX In 2022

November 9, 2022
According to Forrester’s 2022 Malaysian Banking Customer Experience Index (CX Index™) rankings, the average CX Index score of Malaysian banks improved significantly, from 62.7 to 65.7 on a 100-point scale. However, all brands are still stuck in the OK category. In this second annual evaluation, most banks’ CX Index scores inched forward and the rankings [...]
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Forrester: Key Insights For 2022 Holiday Retail Planning

November 3, 2022
As global uncertainties — inflation, labor shortages, and supply chain issues included — persist, retailers must reinvent their technology, processes, operations, and employee experience (EX) measures this holiday season. Forrester’s “The 2022 Holiday Planning Guide” outlines key insights to help retailers plan their marketing and fulfillment operations and deliver on consumer expectations.  Additionally, Forrester’s“2022 Online [...]
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Forrester European Banking CX Index 2022: UK Banks Continue To Provide The Best CX In Europe 

October 18, 2022
Forrester benchmarked customer experience quality across 47 leading banks in Europe   According to Forrester’s 2022 European Banking Customer Experience Index (CX Index™) rankings, customers rated banking experiences: good in the UK; OK in Germany, Italy, France, and Sweden; and poor in Spain.   Forrester surveyed customers of 47 banks across France, Germany, Italy, Spain, Sweden, and [...]
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The State Of Cloud In Asia Pacific

September 19, 2022
As the largest contributor to global GDP, APAC has become a battleground for cloud platform providers from China, Europe, and North America, all seeking to capture a share of this burgeoning cloud market. Today, APAC boasts the largest share (37%) of the world’s cloud data centres, with targeted investments to expand onshore capacity in emerging [...]
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Forrester Unveils New Reports To Continue To Demystify Web3

August 10, 2022
The first, Web3 And Web 3.0 Are Synonymous Today — But This Wasn’t Always True, describes the interchangeability of the terms “Web3” and “Web 3.0,” despite many referring to them as the same concept. Learn more about how this shift took place — over a 23-year span. The second, Web3 Promises A Better Online Future [...]
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Australian Banks Need To Improve Money Management Features Of Mobile Apps

August 4, 2022
Rising inflation, a looming energy crisis, and the increased cost of living in Australia mean more and more customers need help managing their money. In fact, 54% of Australian online adults say they need help with money management, yet only 21% strongly believe that their financial institution cares about their financial well-being. To gauge how effective and easy the [...]
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Cloud Usage Is Alive And Well In The European Cloud Market

July 19, 2022
Forrester has published the report “The State of European Cloud, 2022” in which our analysts highlight the latest trends in European enterprise cloud usage. The report’s findings show that cloud usage is alive and well in the European cloud market. As the pandemic starts to resolve and conflict in Eastern Europe builds, enterprises are revisiting [...]
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Forrester’s US 2022 Banking CX Index: Customer Trust In Banks Falls For The First Time In Four Years

June 16, 2022
According to Forrester’s US 2022 Banking Customer Experience Index (CX Index™) rankings, customer trust in banks fell for the first time since 2018. While trust in banking brands reached an all-time high in 2021, 62% and 61% of customers currently trust direct and multichannel banks, respectively, when interacting with them — a drop of two [...]
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The State Of Cloud In North America, 2022: Modernization And Cloud Native Will Be The New Normal

June 14, 2022
Forrester has released two new reports that explore the latest trends in enterprise cloud adoption and usage across both the US (The State Of Cloud In The US, 2022) and Canada (The State Of Cloud In Canada, 2022).    Key findings:  Among US enterprise infrastructure decision-makers, 94 percent are using at least one type of cloud [...]
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Forrester: US B2B E-Commerce Will Reach An Estimated $3 Trillion By 2027

June 8, 2022
While US B2B e-commerce sales reached $1.7 trillion in 2021, a new forecast from Forrester (2022 B2B E-Commerce Forecast, US) finds that this volume is estimated to exceed $2 trillion in 2023 and $3 trillion by 2027. US B2B e-commerce, which will grow at a five-year compound annual growth rate (CAGR) of 10.7%, will also [...]
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Forrester: Firms Are Making Digital Accessibility A Global Priority — Yet Challenges Remain

May 19, 2022
In observance of this year’s Global Accessibility Awareness Day, Forrester continues to explore how accessibility is increasingly becoming a priority for firms worldwide — especially as people with disabilities comprise the world’s largest minority market, spending close to $2 trillion annually.   Among global design teams, more than a third of companies (36%) have expressed executive-level [...]
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Earth Day 2022: Forrester On Emerging Tech’s Dual Role In Sustainability

April 22, 2022
This Earth Day, Forrester has published a series of new research reports to help tech leaders both navigate business risks posed by climate change and drive their firms’ sustainability transformation.   The first report ranks the Top Systemic Risks of 2022, with climate change coming in eighth. Additional insights on this topic can be found here [...]
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Earth Day 2022: Forrester On The Dangers Of “Greenwashing” And How Marketers Can Manage Firms’ Sustainability Messaging

April 22, 2022
According to Forrester, 46% of online adults in the US believe brands should take a stand on climate change. This pressure, in turn, is causing firms to “walk the talk” and act on their pledge to protect the environment.   As companies rush to capitalize on the opportunity of sustainability, a risk arises of being accused [...]
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Forrester: Automation Will Take 11 Million US Jobs By 2032 — But Be Largely Offset By New Job Growth

March 22, 2022
Forrester forecasts that despite automation taking 11 million — or 7 percent — of US jobs by 2032, these will be considered modest losses as they will be largely counterbalanced by new job growth in such sectors as professional services, renewable energy, and smart infrastructure. Additionally, over 9.6 million jobs created in a decade’s time [...]
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Forrester Offers Resource Hub To Help Organizations Understand How The War In Ukraine Will Impact Their Businesses

March 15, 2022
Company leaders worldwide are already experiencing business, technology, and cybersecurity impacts from both the war in Ukraine and from the financial sanctions imposed on Russian and Belarusian actors. In response, Forrester has created a new resource hub for organizations featuring the latest guidance and recommendations about what they can do to prepare for and mitigate [...]
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Forrester: The Global Tech Market Will Experience Robust 6% Growth In 2022 And 2023

March 10, 2022
Software and tech consulting and outsourcing services will see the fastest growth in 2022, outpacing pre-pandemic levels, according to Forrester’s latest outlook of the global tech market. While North America and Asia will recover fastest from the pandemic and see the fastest regional tech spend growth, regions will also rebalance their technology portfolios to become [...]
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Forrester: Security Culture In Many Organizations Remains Hostile Toward Women

March 8, 2022
On International Women’s Day, Forrester’s new report ‘Best Practices: Recruiting, Retraining and Advancing Women in Cybersecurity’ identifies top practical solutions for addressing the systemic cultural issues affecting women and holding back security teams from success. According to Forrester, women represent just 24% of security professionals worldwide, and while the industry has made significant efforts to [...]
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Forrester: The Next Decade Of Payments Belongs To Businesses, Not Consumers

February 2, 2022
In the decade ahead, the focus of payments innovation will shift from consumers to businesses. Payments will be an operating system as tech firms build autonomous payments into connected devices and platforms, or weave programmable payments into accessible, frictionless, and secure customer experiences. A new report from Forrester (“The Future Of Payments”) outlines how, by [...]