Many financial services firms have been creating entirely digital experiences According to Forrester’s 2022 Australia Customer Experience Index (CX Index™), the customer experience quality of both the banking and superannuation industries have declined significantly, with the average CX scores falling from 69.2 to 60.5 and 66.7 to 62.5 (on a…
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Forrester’s Planning Guides provide benchmark data and insights According to Forrester’s 2023 Planning Guides, released today, business leaders who plan for “business as usual” modest spending increases in the year ahead will fall short. Indeed, due to an unpredictable and turbulent economy, leaders will need to tackle planning with discipline and precision…
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Converged hardware and smart mobility solutions to power it. Frost & Sullivan’s recent analysis finds that consumer preferences toward various modes of mobility are likely to witness dynamic shifts due to sudden environmental changes and dynamic needs. The flexibility to offer multiple mobility options through a single provider is crucial.…
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Region-specific pressures will allow just 40 per cent of APAC firms to pivot. One of the reasons why fewer APAC firms will make the shift is due to the region’s large manufacturing and contact centre industries, which typically require a stronger physical presence in their facilities. Another noticeable trend for…
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Under the relentless pressure of new customer realities, the future is now in focus. COVID-19 affected Asia Pacific first, and global analyst firm, global analyst firm, Forrester expects the region will also emerge from the crisis first in 2021, before Europe and the US. Forrester predicts that 2021 will be the…
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Half of APAC employees surveyed said IT managers not stressing importance of good security practices. Email and data security company, Mimecast Limited an email and data security company, has released a study titled Don’t Just Educate: Create Cybersafe Behaviour. The study shows that while customer data breaches and reputational damage around the world…
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