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.

New research from Forrester has found 98 per cent of Australian organisations see customer experience as a top 10 strategic priority, yet most are only embracing small step changes rather than transformation.

Twitter has taken a slow approach in the rollout of new ad products and changes to the user interface, but that's beginning to change. Following its deeper integration with MoPub, Twitter is expected to reveal a series of new ad products alongside a refined and more feature-rich user experience.

A new Forrester report evaluating social advertising platforms has nominated Kenshoo as the leading vendor solution thanks to its broad range of search and bid management capabilities.

China is set to overtake the Unites States as the world’s largest online retail market, according to Forrester research.

CMOs agree that when it comes to interacting with customers today, single-channel campaigning won’t cut the mustard. What isn’t as clear is how marketing leaders get their organisation to adopt and action an integrated customer approach.

CMOs and CIOs should form a joint ‘mobile council’ and pool their development efforts if they want to effectively tackle their customer’s mobile needs, according to one industry expert.