Forrester Resh Inc Stock Price, News & Analysis

Forrester (NASDAQ:FORR) has introduced the Total Experience Score, a groundbreaking metric that combines their new Brand Experience Index (BX Index) with their established Customer Experience Index (CX Index) to measure unified brand and customer experience impact. The study, analyzing 413 brands across 10 industries and 13 countries, reveals that companies aligning brand promises with customer experiences can achieve up to 3.5x revenue growth and increased customer loyalty.

Key findings show direct banks leading in North America, while insurers lag behind. Europe displays significant gaps between customer and noncustomer scores, with investment firms performing strongly in the UK. In Asia Pacific, investment firms dominated in India and Singapore, while Australian banks showed strong performance.

Forrester (NASDAQ:FORR) has unveiled its inaugural Brand Experience Index (BX Index™), a comprehensive study measuring the relationship between brand and customer experience across 452 brands in 12 industries and 13 countries. The research reveals a significant perception gap between customers and noncustomers, with differences ranging from 5 to 30 points.

The BX Index evaluates three key factors: Salience (brand awareness), Fit (meeting customer needs), and Trust (confidence in positive outcomes). Notable findings include 22 elite brands in the top 5%, including Chewy.com (US), NRMA Insurance (Australia), and TD Wealth (Canada). Regional variations show US brands receiving stronger perception scores than Canadian ones, while European noncustomers prove harder to please.

Forrester (NASDAQ:FORR) released its 2025 global Customer Experience Index (CX Index™) rankings, revealing a concerning trend in customer experience quality worldwide. The study analyzed over 275,000 customers' perceptions of 469 brands across 12 industries and 13 countries.

Key findings show that 21% of brands declined in CX quality, while only 6% improved and 73% remained unchanged. In North America, 25% of US brands declined for the second consecutive year. Europe showed some improvement with 7% of brands improving, while Asia Pacific struggled with 37% of brands experiencing declining scores.

Only 10 "elite" brands maintained their top status, including Chewy, USAA, and Zappos.com, while 14 new brands earned elite status. The decline is attributed to weaker employee experience, waning customer obsession, disappointing tech implementations, and economic volatility.

Forrester (FORR) has announced the winners of its 2025 Customer Obsession Awards for North America. Canadian Imperial Bank of Commerce (CIBC) received the Customer-Obsessed Enterprise Award, while John Miller, vice president of consumer and retail solutions at AT&T, won the Customer-Obsessed Leadership Award.

CIBC was recognized for integrating customer experience into its culture and platforms, establishing strong connections between customer satisfaction, employee engagement, and business performance. Miller was honored for his leadership approach focused on customer insights and empathy, which has significantly improved AT&T's customer experience and brand trust metrics.

The awards will be presented at the CX Summit North America in Nashville, Tennessee, taking place June 23-26, 2025, with both in-person and digital attendance options.

Forrester (FORR) has announced the winners of its 2025 Customer-Obsessed Enterprise Award for EMEA: Brenntag and e&. The award recognizes organizations that prioritize customers in their leadership, strategy, and operations.

Brenntag, a global chemicals distribution leader, won for implementing customer obsession across 72 countries through initiatives like its CX ambassador program, which trained over 500 employees, and its CX war room task force. e&, a global technology group, was recognized for its three-year customer-centric transformation initiative that aligned corporate strategy with customer journey.

Both winners will be celebrated at the CX Summit EMEA in London from June 2-4, 2025.

Forrester (FORR) has announced the opening of nominations for its 2025 B2B Awards in APAC and EMEA regions, featuring two categories: B2B Return On Integration Honors and B2B Programs Of The Year Awards. The awards aim to recognize organizations achieving excellence in aligning marketing, sales, and product functions to enhance customer experience and drive growth.

The ROI Honors will focus on cross-functional alignment and technology utilization, while the POY Awards will recognize excellence in specific areas including demand marketing, partner ecosystem, and customer engagement. EMEA nominations close on July 14, 2025, with winners announced at B2B Summit EMEA in London (October 6-8). APAC nominations close on August 14, 2025, with winners recognized at B2B Summit APAC in Singapore (November 6).

Forrester Research reported its Q1 2025 financial results, showing a challenging quarter with declining metrics. Contract value fell 7% to $290.9 million, while total revenues decreased to $89.9 million from $100.1 million in Q1 2024. The company reported a GAAP net loss of $87.3 million ($4.62 per share), largely due to an $83.9 million non-cash goodwill impairment charge. Adjusted net income was $2.0 million ($0.11 per share), down from $2.8 million ($0.14 per share) in Q1 2024. Despite market volatility, Forrester maintained its 2025 guidance, projecting full-year revenues of $400-415 million and adjusted EPS of $1.20-1.35. The company continues to focus on cost management and generated solid cash flow in Q1.

Forrester (FORR) has unveiled its Top 10 Emerging Technologies for 2025, highlighting how AI innovation is transitioning from experimental to business-critical. The research categorizes technologies across three benefit horizons:

Short-term benefits (within 2 years): - IoT security for strengthening defenses of critical data and connected devices - Synthetic data for enhancing AI model training while improving trust and privacy

Mid-term benefits (2-5 years): - Agentic AI for autonomous decision-making and business process automation - GenAI for visual content in marketing, advertising, retail, and e-commerce

Long-term benefits (5+ years): - Humanoid robots, making their first appearance on the list, though facing challenges in R&D costs and integration

Forrester Research (FORR) has announced it will broadcast its first-quarter 2025 earnings conference call on May 6, 2025, at 4:30 p.m. ET. The call will be accessible through Forrester.com, with investors advised to log in 15 minutes before the broadcast.

Participants can pre-register for the call through a provided link, where necessary audio applications can be downloaded free of charge. For those unable to attend the live broadcast, a replay will be made available on the company's website.