Forrester

Measurement & Analytics

CX: An exercise in constant change and measurement

Measuring the impact of customer experience programs of work on the customer, business and resources is vital in the ever-important quest to keep up with market expectations, Forrester's senior analyst, Riccardo Pasto, says.

Digital Marketing

Emotion analytics: The X factor in CX?

“Focus on your customers”, Warren Buffet reportedly said. Savvy marketers take note: The renowned investor’s advice is borne out by the latest CX research from Forrester. According to the analyst firm’s 2018 Australian Customer Experience Index, emotion has a bigger impact on brand loyalty than ease or effectiveness and is the critical piece in becoming a standout CX leader.

Leadership

Forrester to acquire SiriusDecisions

Forrester has entered into a definitive agreement to acquire SiriusDecisions, a business-to-business research and advisory firm, for US$245 million in cash, subject to adjustment.

Strategy

Contextualising with consent

Online consent can be a minefield for brands, and just doing enough to fulfil legal obligations no longer cuts it. Transparency is key, balanced with the right amount of information.

Leadership

​ADMA: In the age of data and technology, is creativity dead?

The role of creativity in an increasing tech and data-driven world was one of the topics discussed at the ​ADMA​ global forum last week, with the overwhelming response being that creativity and storytelling is more important than it’s even been.

Strategy

4 core operating principles to accelerate CX: Forrester

Forrester APAC vice-president and research director, Michael Barnes, is convinced CX leaders need to “fundamentally change” the core operating principles of their organisations in order to become a more customer-centric entity and be the engine of growth.

Digital Marketing

CMO interview: Calling bingo on the technology sector

As the CMO at a company focused on helping clients make better technology decisions, it’s no surprise to Forrester’s Victor Milligan that much of his time is spent providing that same service to marketers.

Social Media

Why social listening platforms are failing

With startups pouring into the emerging marketing technology market, the simple fact is that not everyone -- not every category -- is going to be a winner. Now Forrester has come up with a startling finding that one of the first marketing technologies to come along and help define this segment is failing to deliver results.

Featured Whitepapers

State of the CMO 2019

CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...

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Blog Posts

Augmented Reality: What’s behind the marketing industry’s failure of imagination?

Every flagship smartphone in Australia includes hardware and software purpose-built for AR. A huge audience is ready and waiting. We have an opportunity to craft extraordinary, innovative work. But to get there, we need to push our creative thinking a little harder, writes Gil Fewster.

Gil Fewster

Creative technologist, The Royals

Does your brand need a personality review?

There are five tell-tale signs your brand needs to take a long hard look at itself.

Charlie Rose

Senior Strategy Consultant, Principals

How to create profitable pricing

How do we price goods and services? As business leaders, we have asked ourselves this question since the history of trading.

Lee Naylor

Managing partner, The Leading Edge

Why it's important for me to know that? I don't get it, sorry.

James Fogle

7 things you need to know about Facebook's mood experiment

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Info graphic have proven to be very useful to create brand awareness and drive traffic. Thanks for sharing these Information.Graphic Desi...

Govind Dadhich

Image intelligence:10 must-see infographics for marketers

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Radiata Solutions

6 Ways to ramp up Social Media to Your Web Design

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I had the same vision about change from CX terminology to HX. Even with almost the same title: 'Forget customer experience...' https://ww...

Ekaterina Khramkova

Forget customer experience, human experience is marketing's next frontier

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Thank you, so do I.

David Freeman

Sustainability of message: H2coco founder's commitment to consumers

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