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Forrester’s 2024 Singapore Customer Experience Index: Financial Services Brands Lack Competitive Differentiation

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HSBC attains top scores in the banking and investment management industries; Singlife top among auto and home insurers

SINGAPORE, Aug. 20, 2024 /PRNewswire/ — According to Forrester’s (Nasdaq: FORR) Singapore Customer Experience Index (CX Index™) annual study, conducted across the banking, investment, and home and auto insurance industries, the average CX quality of the brands is merely “OK”. The average industry scores remained mostly flat, indicating a lack of improvement in the overall CX quality. A narrow gap between the top and bottom CX scores across all three industries points to a lack of competitive differentiation, making it difficult for individual brands to stand out in their ability to deliver great customer experiences.

According to this year’s CX Index rankings, HSBC scored the highest in both the banking and investment sectors, with the latter industry included in the Singapore CX Index for the very first time. HSBC had the highest percentage of customers rating its CX quality as “excellent” and received top ratings in metrics related to customer loyalty, satisfaction, forgiveness, and brand alignment with customer values. Singlife performed the best among the auto and home insurance providers and received the highest share of “excellent” customer experience ratings. The insurer also led in customer forgiveness and brand alignment metrics. 

To improve their customer experience, financial services brands must focus on the drivers that have the greatest impact on their CX quality. For banks, these drivers include resolving problems quickly and providing easy-to-use mobile banking apps. In contrast, CX quality in the auto and home insurance sector is driven by factors such as making it easier to get an appointment with an agent and being more transparent about policy costs.

“Despite their continued efforts to improve customer service and invest in digital experiences, financial services brands in Singapore are still struggling to raise their CX quality and differentiate from their competitors,” said Dane Anderson, SVP of international research and product at Forrester. “The silver lining is that these brands are aware that they need to prioritize their customers’ needs to drive business growth. When companies invest in improving their CX quality, they receive many competitive benefits, including higher customer loyalty, retention, share of wallet, and brand devotion.”

Forrester’s Singapore CX Index rankings and reports are accessible within the Forrester Decisions portfolio of research services. Clients of Forrester Decisions services for Customer Experience, B2C Marketing Executives, and Digital Business & Strategy have access to the CX Index annual benchmarking analysis to help prioritize improvements based on industrywide trends and the impact of CX on customer loyalty.

Resources:

Read more about the results of Forrester’s 2024 Singapore CX Index and explore Forrester’s Singapore 2023 CX Index reports for Banking, Investment and Auto And Home Insurers (client access required). Download the Budget Planning Guide 2025: Customer Experience report for data-driven guidance on where to allocate 2025 CX budget, with benchmarks and guidance on how and where to increase investments in technology and CX-led initiatives.

About Forrester
Forrester (Nasdaq: FORR) is one of the most influential research and advisory firms in the world. We help leaders across technology, customer experience, digital, marketing, sales, and product 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 center 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; and more than 100 million real-time feedback votes; and the shared wisdom of our clients. To learn more, visit Forrester.com.

 

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SOURCE Forrester

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Waters Corporation to Host Investor Day on March 5, 2025

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MILFORD, Mass., Jan. 10, 2025 /PRNewswire/ — Waters Corporation (NYSE:WAT) announced that it will host an Investor Day on Wednesday, March 5th, 2025, in New York City, starting at 8:30 AM ET.

The event will feature presentations by members of the senior management team, who will discuss business initiative achievements, new strategic priorities, and our vision for future shareholder value creation. A Q&A session will follow.

In-Person Attendance
To request in-person attendance at this event, please click here or visit the Waters Investor Relations website at https://ir.waters.com, under ‘Events’.

Webcast
A live webcast will be available the day of the event. To register for the webcast, please click here or visit the Waters Investor Relations website at https://ir.waters.com, under ‘Events’. A replay of the webcast will be available shortly after the event concludes.

About Waters Corporation
Waters Corporation (NYSE:WAT), a global leader in analytical instruments and software, has pioneered chromatography, mass spectrometry, and thermal analysis innovations serving the life, materials, food, and environmental sciences for more than 65 years. With approximately 7,500 employees worldwide, Waters operates directly in 35 countries, including 15 manufacturing facilities, and with products available in more than 100 countries.

Caspar Tudor, Head of Investor Relations
investor_relations@waters.com

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SOURCE Waters Corporation

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As Retail Cybercrime Surges, Plank Road Ventures To Present Technology Solutions At NRF 2025 Big Show

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HOBOKEN, N.J., Jan. 10, 2025 /PRNewswire/ — Credit cards and other non-cash payment methods now account for some 80% of purchasing activity, according to some reports. It’s convenient for consumers, but each retail transaction may expose vital shopper information to nation-state and other cybercriminals. Consumers are inconvenienced, while retailers may suffer reputational and financial damage.

To combat the upsurge in digital incursions, Plank Road Ventures — an eMazzanti Technologies company — will present artificial intelligence, cybersecurity best-practice and other retail solutions at the NRF (National Retail Federation) 2025 Retail’s Big Show at Booth 2306, in the Startup Hub of New York City’s Jacob K. Javits Convention Center from January 12 through January 14, 2025.

“The rise in credit card, digital and other payment methods have made retailers a rich target for cyberthieves,” warns eMazzanti Technologies President Carl Mazzanti. “POS systems, for example, can store customer information and purchase history, enabling retailers to capture the information they need to inform targeted marking campaigns and personalized shopping experiences. But POS transactions also pose an attractive target for cybercriminals, and a successful data breach will have far-reaching consequences.”

Plank Road Ventures, a global managed services provider, partners with leading companies like Microsoft, Watchguard, HP, and I3 Communications to help retailers deploy technology that improve and secure their operations and store strategies, while enhancing customer experience and engagement. Retailers can meet with trained professionals from Plank Road Ventures at the NRF 2025 Retail’s Big Show, and learn about leading-edge POS and other solutions.

About eMazzanti Technologies
eMazzanti’s team of trained, certified IT experts deliver rapid response, increased revenue growth, data security, and productivity for organizations of all sizes. The firm offers cloud and mobile solutions, multi-site technology implementations, outsourced network management, 24 x 7 support, digital marketing services, and cyber security assessments and protection services.

About Plank Road Ventures
Our team of experienced retail experts works with clients to understand their specific requirements and recommend the best options. Specializing in store operations and support, the team is available 24x7x 365.

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SOURCE Plank Road Ventures

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Kevin Lanouette Named Senior Vice President and General Counsel

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BEDFORD, Mass., Jan. 10, 2025 /PRNewswire/ — iRobot Corp. (NASDAQ: IRBT), a leader in consumer robots, today announced that Kevin Lanouette has been named Senior Vice President and General Counsel, effective January 17, 2025. Tonya Drake, the Company’s Executive Vice President and General Counsel, will transition to an advisory role ending March 7, 2025.

“I’d like to thank Tonya for her many years of service to iRobot,” said Gary Cohen, iRobot CEO. “Her legacy of tenacity and rigor in protecting the iRobot Company and our brand has been exemplary.”

“Kevin is a seasoned and highly skilled attorney whose experience in advising on complex corporate and securities, commercial, M&A and IP protection matters will be invaluable as we execute our strategic initiatives and work toward a return to profitable growth,” said Cohen.

Formerly, Mr. Lanouette was a Partner at OutsideGC, a Boston-based law firm, where he specialized in providing strategic legal counsel to clients at all stages of development and across a broad range of industries, including technology development, software and services and healthcare. Previously, he served as Assistant General Counsel at Analog Devices, Inc., a leading global semiconductor manufacturer, from 2006 to 2020, where he had responsibility for several critical legal functions, including corporate, SEC and securities matters, IP licensing and technology transfers, M&A and investments, global commercial transactions, and governance and compliance issues.

He is a graduate of the University of Maine and Harvard Law School.

About iRobot Corp.
iRobot is a global consumer robot company that designs and builds thoughtful robots and intelligent home innovations that make life better. iRobot introduced the first Roomba robot vacuum in 2002. Today, iRobot is a global enterprise that has sold more than 50 million robots worldwide. iRobot’s product portfolio features technologies and advanced concepts in cleaning, mapping and navigation. Working from this portfolio, iRobot engineers are building robots and smart home devices to help consumers make their homes easier to maintain and healthier places to live. For more information about iRobot, please visit www.irobot.com

For iRobot Investors
Certain statements made in this press release that are not based on historical information are forward-looking statements which are made pursuant to the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. This press release contains express or implied forward-looking statements relating to iRobot Corporation’s expectations concerning executive transitions and execution of the company’s strategy. These statements are neither promises nor guarantees, but are subject to a variety of risks and uncertainties, many of which are beyond our control, which could cause actual results to differ materially from those contemplated in these forward-looking statements. Existing and prospective investors are cautioned not to place undue reliance on these forward-looking statements, which speak only as of the date hereof. iRobot undertakes no obligation to update or revise the information contained in this press release, whether as a result of new information, future events or circumstances or otherwise. For additional disclosure regarding these and other risks faced by iRobot, see the disclosure contained in our public filings with the Securities and Exchange Commission including, without limitation, our most recent Annual Report on Form 10-K and Quarterly Reports on Form 10-Q.

 

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SOURCE iRobot Corporation

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