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.

​CMO/CIO collaboration is more important than ever for business success, but few are successful, according to a new report from Forrester.

“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.

​When Allianz Retire+ was looking to build and launch a new product, Future Safe, it wanted to shake things up.

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.

​It’s time for organisations to stop decorating their customer experience and start renovating the foundations, Forrester’s senior CX analyst says. ​

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.

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.

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.

Kmart has successfully adopted a customer-centric approach and recognises CX is the company’s engine of growth.

Macquarie Bank’s decision to merge client experience (CX) with employee experience (EX) into one function has proven a landmark move that’s accelerated the bank’s customers capabilities and bolstered internal engagement.

Tom Mouhsian, principal analyst (CX), APAC, at Forrester, discussed the CX-led transformation of Prudential Singapore at Forrester's CX Sydney 2018 Forum today.

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.

With Amazon officially opening up shop in Australia, local retailers are ‘bracing for impact’ and grappling with the ensuing business and marketing implications in what’s considered an already tough retail environment.

​Innovation happens in the space within the mess, according to IAG’s director of human-centred design.

Companies with a ‘design seat’ at the highest levels of decision-making, and tout a ubiquitous ‘design thinking mindset’ throughout the company are resonating with customers, according to Forrester principal analyst Ryan Hart.

B2C marketers across the Asia-Pacific are increasingly active in social marketing, adopting an average of five social platforms to drive their branding efforts.

Arms flailing in an ocean of customer data, panicky marketers need the CIO to throw them a life line. That is, they need to know what to do with the data.

Retailers are too focused on digital technologies as transactions and should instead be looking at how to use digital in-store to deliver better, omni-channel experiences to their customers, a Forrester analyst claims.

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.

Customer analytics remain a relatively immature play for many organisations in Australia and Asia-Pacific even as data becomes the cornerstone of differentiation and engagement, a new report claims.