Service addresses digital leaders' most pressing priorities
to deliver stronger CX and drive customer retention and
loyalty
LONDON, June 22,
2022 /PRNewswire/ --
Forrester (Nasdaq: FORR) today announced Forrester
Decisions for Digital Business & Strategy, a new research
service designed to help digital leaders across industries,
including banking, insurance, and retail, create and
deliver businesswide digital strategies to increase
customer acquisition and profitability.
Announced at Forrester's CX EMEA — the
must-attend event for customer experience (CX), B2C marketing, and
digital leaders — the research service will help these leaders
create digital business strategies, improve end-to-end digital
experiences, and design products and services that improve
overall CX and, ultimately, drive revenue.
Consumer expectations of digital and hybrid experiences continue
to grow across industries. As an example, in the banking industry,
according to Forrester Analytics Consumer
Technographics® data presented in The
Forrester Digital Experience Review™: EMEA Mobile
Banking Apps, Q2 2022, 42% of French, 49% of Italian, 58% of
Spanish, and 56% of UK online adults now use a mobile app for
banking. As consumers continue to adopt digital channels, Forrester
Decisions for Digital Business & Strategy will help executives,
functional leaders, and their teams plan for and pursue their most
pressing digital priorities, including:
- Developing their digital strategy.
- Growing their digital team.
- Collecting and analysing data for customer
insights.
- Powering their business with platforms and
partners.
- Designing and developing digital products and
experiences.
- Measuring the value of digital products and
experiences.
- Harnessing emerging technologies.
"Our Customer Experience Index (CX Index™) data
shows, to win and retain more customers and drive revenue growth,
brands must overcome their own digital divides," said Oliwia
Berdak, VP and research director at Forrester. "European brands
across all industries are still failing to create emotionally
engaging digital experiences. If executed well, digital customer
experience can be a business differentiator, driving customer
loyalty and profitability. That's why we are adding Forrester
Decisions for Digital Business & Strategy to our portfolio to
ensure that digital leaders have access to the research, tools, and
frameworks they need to design and deliver end-to-end digital
experiences that drive profitability."
Each Forrester Decisions service is built to empower leaders and
their teams to move quickly, de-risk decisions, and save time and
money through:
- Bold vision research to stay ahead of shifting
customer and market dynamics and plan for the future.
- Curated tools and frameworks to conquer priorities
and deliver on strategies with strategic models and plug-and-play
templates.
- Hands-on guidance to accelerate progress and
de-risk decisions with a curated and tailored experience.
Availability:
- Forrester Decisions for Digital Business & Strategy will be
available in August 2022.
Resources:
- Learn about Forrester Decisions for Digital Business &
Strategy.
- Download the guide, How To Use Journey Maps To Kick-Start
A Customer Experience Transformation.
- Read the blog on Forrester's latest Digital Experience
Review findings.
- Check out the full agenda for CX EMEA 2022.
About Forrester
Forrester (Nasdaq: FORR) is
one of the most influential research and advisory firms in the
world. We help leaders across technology, marketing, customer
experience, product, and sales functions use customer obsession to
accelerate growth. Through Forrester's proprietary
research, consulting, and events, leaders from around the globe are
empowered to be bold at work — to navigate change and put their
customers at the centre of their leadership, strategy, and
operations. Our unique insights are grounded in annual surveys of
more than 700,000 consumers, business leaders, and technology
leaders worldwide; rigorous and objective research methodologies,
including Forrester Wave™ evaluations; 70 million
real-time feedback votes; and the shared wisdom of our clients. To
learn more, visit Forrester.com.
Press contact:
Hannah Segvich
hsegvich@forrester.com
020 7323 7602