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Oct 8, 2024 | 
forrester.com | Chuck Gahun |Lisa Gately |Pushpa Marwal
To outpace the pack and win in today’s market, firms must embrace the ubiquitous nature of digital as the competitive weapon and embed digital capabilities into the core of their business. Forrester’s report, Accelerate Business Growth With Forrester’s Digital Engine, shows how leaders can use components of Forrester’s Digital Engine to build digital mastery that drives top-line growth, operational effectiveness, and delivers value beyond customer conversions.
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Oct 8, 2024 | 
forrester.com | Amy Bills |Su Doyle |Pushpa Marwal |Subhendu Pattnaik
Collaboration as reality, not just lip service. Viewing change as part of the journey, not a troublesome detour. Powering technology with the right people, process, and data. When Senior Analyst Su Doyle and I reviewed the Forrester State of Customer Obsession 2024 survey data, we found a thread connecting B2B companies that reach the highest level of customer obsession:They commit to putting the vision into action, and never stop.
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Oct 8, 2024 | 
forrester.com | Pushpa Marwal |Amy Bills |Max Ball
In an era, where people have started doing everything on their phone: is your bank’s mobile app evolving at the pace of your customers’ expectations? Our latest Digital Experience Review of Indian mobile banking apps is just out. It reveals a landscape ripe with innovation yet marked by notable gaps in customer experience (CX). In 2024, Forrester reviewed and evaluated 6 key players to identify best practices, their usability, effectiveness, and their customer experience.
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May 30, 2024 | 
forrester.com | Oliwia Berdak |Kerstin Wehmeyer |Pushpa Marwal |Peter Wannemacher
Shortly, my colleagues Aurélie L’Hostis, Kerstin Wehmeyer, and I will be setting off for the annual money festival, Money20/20 Europe. The theme this year is, somewhat unsurprisingly, Money X Machine. The event prophesizes the ascent of a new world, where humans work side by side with increasingly intelligent machines. And the most fascinating of them all at the moment is, of course, AI.
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May 30, 2024 | 
forrester.com | Liz Herbert |Pushpa Marwal |Stephanie Liu
The biggest trend of the summer is yet again proving to be GenerativeAI. However, unlike other passing fads, GenAI is here to stay. Understandably, customers are concerned about falling behind their peers, while also worried about falling for expensive, empty promises made by vendors. What’s just hype and what’s actual use cases to start implementing? While genAI in ERP is still in its early days, here are a few considerations to consider:Understand the near-term benefits.
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May 30, 2024 | 
forrester.com | Pushpa Marwal |Lily Varon |Stephanie Liu |Diego Giudice
As Artificial Intelligence (AI) continues its ascent, captivating the global imagination and reshaping industries, the financial sector stands on the brink of transformative change. A 2023 Forrester survey indicates that 63% of business and tech leaders plan to increase their investments in emerging technologies in the coming year. However, despite this fervor, only 18% reported high success rates in their previous year’s tech initiatives.
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May 20, 2024 | 
forrester.com | Arielle Trzcinski |Senem Guler Biyikli |Pushpa Marwal
Building great customer experiences in regulated industries is not for the faint at heart. From interoperability challenges to the threat of hefty fines, firms in industries like financial services and healthcare face daunting roadblocks. Many companies in these industries find purpose in helping people improve their well-being in a range of ways, from assisting patients with lifesaving care to guiding individuals to financial freedom.
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May 11, 2024 | 
forrester.com | Pushpa Marwal |Dario Maisto |Charles Betz
Customers always want an experience better than the last one – and digital leaders need to understand that to stay relevant. Today’s Indian customers are finding that their mobile banking apps are lagging behind digital trends. And they might not wait around until the apps catch up. Banks must go beyond and be bold in transforming the mobile banking experience for their customers’ elevated expectations.
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May 8, 2024 | 
forrester.com | Dane Anderson |Pushpa Marwal |Meng Liu
Forrester builds all its research around customer obsession because we know that it is the critical success driver for our clients. I have yet to meet a client who says that customer demands are easing. On the contrary, with some fear, they express the challenge of customer demands relentlessly outpacing their organization’s ability to keep up. To help guide and inspire our clients, we supplement our extensive research with an annual Customer-Obsessed Enterprise Award in each major global region.
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Jan 11, 2024 | 
forrester.com | Tom Mouhsian |Gina Bhawalkar |Pushpa Marwal
Organizations that are advanced in their digital measurement practices track their performance through: digitally-sourced revenues, digitally-impacted costs, digitally-enhanced operations, and digitally-satisfied customers. To help our clients do just that, we’ve created a digital measurement framework and customized it to specific industry sectors.
