Latest news with #DipanjanChatterjee
Forbes
29-06-2025
- Business
- Forbes
Revenue Growth Lies In Synergy Between Brand and Customer Experience
Great brands have always promised more than just a product or a price—they offer an experience. But too often, the brand experience that draws in new customers and the customer experience that follows are disconnected. That disconnect can cost companies growth, retention, and credibility. It's a complicated challenge for brands wanting to put their best foot forward but not wanting to overpromise and underdeliver. In a recent conversation, Dipanjan Chatterjee, Vice President and Principal Analyst at Forrester, laid out why bridging this gap matters more than ever—and how Forrester is helping companies do just that. Chatterjee explained that Forrester has long maintained two key tools: the Customer Experience Index and what used to be called the Brand Energy Index. The former focuses on how customers perceive their interactions with a brand—how effective, easy, and emotionally resonant those experiences are. The latter, now refined and renamed the Brand Experience Index, looks at how prospects and customers perceive a brand—through salience, fit, and trust. Forrester's new move is to merge these two into a single metric: the Total Experience Score. This unified view offers a complete picture of how a brand is perceived before and after someone becomes a customer. According to Chatterjee, this is the first time any firm has brought these metrics together into a single system, and it comes with a practical application: helping companies drive growth. Brand Experience And Customer Experience Will Drive Growth Chatterjee describes growth as happening along two axes—winning new customers and serving existing ones. The Total Experience framework maps brands across both dimensions using a simple grid. Companies that perform well on both axes are considered leading brands. Those that struggle on both are lagging. Some win new customers but fail to keep them—these are churning brands. Others serve existing customers well but struggle to attract new ones—they've plateaued. To make the concept more tangible, Chatterjee shared a few examples from the airline industry. Among the major U.S. carriers, Delta, American, and United have similar Total Experience scores overall. But Delta leads the group, while United ranks third. The nuance is in the details: Delta performs better in both customer experience and brand perception among existing customers. Interestingly, United performs better than Delta among non-customers, suggesting it's doing a good job with marketing—but not delivering on those promises once customers are MADERA, CALIFORNIA - DECEMBER 20: A Tesla Cybertruck is displayed at a Tesla dealership on ... More December 20, 2024 in Corte Madera, California. Electric car maker Tesla is recalling 700,000 vehicles over a tire pressure warning system that could fail to warn drivers of low tire pressure. 2024 Cybertrucks, 2017-2025 Model 3 and 2020-2025 Model Y are being recalled. (Photo by)Tesla Brand Reputation Drops Another example is Tesla. Current Tesla customers report high satisfaction with the product and service, but non-customers have the lowest perception of the brand of any major company Forrester studied. Tesla is no longer just a car company—it's a cultural flashpoint, and that's affecting its brand experience score. Chatterjee notes that this is a brand with strong retention but declining acquisition potential due to eroding external perception. The takeaway for business leaders is clear. First, connect your brand and customer experiences. If these teams are working in silos, you risk losing prospects before they ever convert. Second, use a unified metric like the Total Experience Score to understand and manage the complete journey. Third, benchmark your brand against others in your category to understand whether you're leading, churning, plateaued, or lagging. That's the only way to identify the right strategy for growth—whether it's investing in brand awareness, improving service delivery, or both. Revenue doesn't come from brand or customer experience alone. It comes from the synergy between the two. And in a competitive, fast-moving marketplace, brands that close the gap will be the ones that Experience Quadrant Analysis Action Why It Matters 1. Diagnose the Gap. Map your BX promise against CX reality by segment. You can't fix what you can't see. 2. Adopt a Unifying Metric. Use a Total Experience score. Shared KPIs align marketing and CX toward growth. 3. Plot Yourself on a Growth Grid. Are you Leading, Plateaued, Churning, or Lagging? Strategy depends on knowing where you stand. 4. Invest Where the Leak Is Largest. Let data—not organization charts—drive decisions. Churning brands need delivery fixes; Plateaued ones need brand revitalization. After reflecting on my conversation with Mr. Chatterjee, it is clear that having the visibility to brand gaps will give CMOs the advantage of making better growth bets.
Business Wire
24-06-2025
- Automotive
- Business Wire
Forrester's Brand Experience Index Reveals A Stark Perception Gap Between Customers And NonCustomers Across Industries And Regions
NASHVILLE, Tenn. & CAMBRIDGE, Mass.--(BUSINESS WIRE)--According to Forrester's (Nasdaq: FORR) Brand Experience Index (BX Index™), both customers and noncustomers are more likely to purchase from, recommend, prefer, and pay a premium for brands with strong brand experience (BX) scores. Across all industries and countries, the average customer BX Index score consistently surpasses the noncustomer score, with differences ranging from 5 to 30 points. For example, in the US, Tesla earns a relatively high customer score, yet its noncustomer score ranks the lowest across all brands and categories, underscoring the significance of improving both brand and customer experience (CX). Introduced earlier this year to enable brands to assess how likely consumers are to engage with them, Forrester's BX Index evaluates three key factors: Salience: How top of mind is the brand, and does the customer view it favorably? Fit: How well does the brand meet the needs of the customer and fit who they are? Trust: Does the customer feel confident that the relationship will spark a specific positive outcome? Key findings from the global BX Index rankings include: Twenty-two brands comprise the 'elite' global tier. In 2025, a total of 22 brands earned the 'elite' spot, the top 5% of all brands that scored the highest. These include in the US, auto and home insurer NRMA Insurance in Australia, and investment firm TD Wealth in Canada. Americans love their brands more than the Canadians. Despite being close neighbors, the two countries have markedly different brand perceptions. While only a handful of brands in the US secure a 'good' BX Index customer score, there are no brands in Canada that achieve this. European noncustomers are hard to please. For the 94 brands evaluated in Europe across eight countries, including France, Germany, Italy, the Netherlands, Poland, Spain, Sweden, and the United Kingdom, the highest average customer BX Index score is for auto and home insurers in Germany while the lowest is for home and auto insurers in Italy. The highest industry noncustomer BX Index score is for UK investment firms and the lowest is for banks in France. India and Singapore have the narrowest customer and noncustomer differential. The Asia Pacific analysis spans Australia, India, and Singapore. In that region, Singapore has two of the lowest customer-to-noncustomer differentials. In contrast, Australia's differential is roughly double that of its two peers, India and Singapore. 'The new BX Index has been designed to offer brands a data-driven approach to win and serve customers,' said Dipanjan Chatterjee, Forrester VP and principal analyst. 'To fully understand a brand's perception, we calculated separate scores for both customers and noncustomers, which were then combined into a composite score to help companies recognize the duality between BX and CX. When companies align their brand promise with the experiences they deliver across both customer and noncustomer segments, there is a compound, multiplier effect.' In its inaugural year, Forrester evaluated 452 brands across 12 industries and 13 countries to quantify the strength of brands' perception. Additionally, at its CX Summit North America, Forrester will unveil a new unified metric, the Total Experience Score, which combines the BX Index and Customer Experience Index (CX Index™) to assess a brand's ability to deliver on a promise it makes. Forrester's BX Index rankings and results 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 BX Index annual benchmarking exercise to measure the interconnectedness between brand and customer experience. Read the report — Forrester's Global Brand Experience Index (BX Index™) Rankings, 2025 — to check out how more than 450 brands across 13 countries spanning Asia, Europe, and North America stack against each other (client access required). Discover more about the Brand Experience Index and how it can offer brands a data-driven approach to win and serve customers. Learn more about Forrester's CX Index, BX Index, and Total Experience Score methodologies. About Forrester Forrester (Nasdaq: FORR) is one of the most influential research and advisory firms in the world. We empower leaders in technology, customer experience, digital, marketing, sales, and product functions to be bold at work and accelerate growth through customer obsession. Our unique research and continuous guidance model helps executives and their teams achieve their initiatives and outcomes faster and with confidence. To learn more, visit
1News
10-06-2025
- Business
- 1News
Apple reveals iPhone software redesign as it reels from AI missteps
After stumbling out of the starting gate in Big Tech's pivotal race to capitalise on artificial intelligence, Apple has tried to regain its footing during an annual developers conference that focused mostly on incremental advances and cosmetic changes in its technology. The presummer rite, which attracted thousands of developers from nearly 60 countries to Apple's Silicon Valley headquarters, was more subdued than the feverish anticipation that surrounded the event during the previous two years. Apple highlighted plans for more AI tools designed to simplify people's lives and make its products even more intuitive while also providing an early glimpse at the biggest redesign of its iPhone software in a decade. In doing so, Apple executives refrained from issuing bold promises of breakthroughs that punctuated recent conferences. iPhone users with the new software will have the ability to make their home screen icons translucent. (Source: Supplied) ADVERTISEMENT In 2023, Apple unveiled a mixed-reality headset that has been little more than a niche product, and last year WWDC trumpeted its first major foray into the AI craze with an array of new features highlighted by the promise of a smarter and more versatile version of its virtual assistant, Siri — a goal that has hasn't been achieved yet. Apple had intended the planned Siri upgrade to herald its long-awaited attempt to become a major player in the AI craze after getting a late start in a phenomenon that so far has been largely led by OpenAI, Google, Microsoft and an array of cutting-edge startups. 'This work needed more time to reach our high-quality bar,' Craig Federighi, Apple's top software executive, said at the outset of the conference. The company didn't estimate when its upgraded Siri would be completed. "The silence surrounding Siri was deafening," said Forrester Research analyst Dipanjan Chatterjee said. Apple CEO Tim Cook waves to attendees during an event on the Apple campus in Cupertino (Source: Associated Press) 'No amount of text corrections or cute emojis can fill the yawning void of an intuitive, interactive AI experience that we know Siri will be capable of when ready. ADVERTISEMENT "We just don't know when that will happen. The end of the Siri runway is coming up fast, and Apple needs to lift off.' The showcase unfolded amid nagging questions about whether Apple has lost some of the mystique and innovative drive that turned it into a tech trendsetter during its nearly 50-year history. Instead of making a big splash as it did with the Vision Pro headset and its AI suite, Apple took a mostly low-key approach that emphasised its effort to spruce up the look of its software while also unveiling a new hub for its video games and new features like a 'Workout Buddy' to help track physical fitness on its smartwatch. Apple will switch to a method that automakers have used to telegraph their latest car models by linking them to the year after they first arrive at dealerships. (Source: Supplied) Apple executives promised will make its software more compatible with the increasingly sophisticated computer chips that have been powering its products while also making it easier to toggle between the iPhone, iPad, and Mac. 'Our product experience has become even more seamless and enjoyable,' Apple CEO Tim Cook told the crowd as the 90-minute showcase wrapped up. IDC analyst Francisco Jeronimo said Apple seemed to be largely using Monday's conference to demonstrate the company still has blueprint for success in AI, even if it's clearly going to take longer to realise the vision that was presented a year ago. ADVERTISEMENT The morning's headlines in 90 seconds, including new corruption report, California protests, and Justin Baldoni's legal loss. (Source: 1News) 'This year's event was not about disruptive innovation, but rather careful calibration, platform refinement and developer enablement —positioning itself for future moves rather than unveiling game-changing technologies,' Jeronimo said. Besides redesigning its software, Apple will switch to a method that automakers have used to telegraph their latest car models by linking them to the year after they first arrive at dealerships. That means the next version of the iPhone operating system due out this autumn will be known as iOS 26 instead of iOS 19 — as it would be under the previous naming approach that has been used since the device's 2007 debut. An Apple laptop running the redesigned user interface. (Source: Supplied) The iOS 26 upgrade is expected to be released in September around the same time Apple traditionally rolls out the next iPhone models. In an early sign that AI wasn't going to be a focal point of this year's conference, Apple opened the proceedings with a short video clip featuring Federighi speeding around a track in a Formula 1 race car. ADVERTISEMENT Although it was meant to promote the June 27 release of the Apple film, 'F1' starring Brad Pitt, the segment could also be viewed as an unintentional analogy to the company's attempt to catch up to the rest of the pack in AI technology. While some of the new AI tricks compatible with the latest iPhones began rolling out late last year as part of free software updates, Apple still hasn't been able to soup up Siri in the ways that it touted at last year's conference. The delays became so glaring that a chastened Apple retreated from promoting Siri in its AI marketing campaigns earlier this year. While Apple has been struggling to make AI that meets its standards, the gap separating it from other tech powerhouses is widening. Google keeps packing more AI into its Pixel smartphone lineup while introducing more of the technology into its search engine to dramatically change the way it works. Samsung, Apple's biggest smartphone rival, is also leaning heavily into AI. Meanwhile, ChatGPT recently struck a deal that will bring former Apple design guru Jony Ive into the fold to work on a new device expected to compete against the iPhone. Besides grappling with innovation challenges, Apple also faces regulatory threats that could siphon away billions of dollars in revenue that help finance its research and development. ADVERTISEMENT A federal judge is currently weighing whether proposed countermeasures to Google's illegal monopoly in search should include a ban on long-running deals worth US$20 billion annually to Apple while another federal judge recently banned the company from collecting commissions on in-app transactions processed outside its once-exclusive payment system. On top of all that, Apple has been caught in the crosshairs of President Donald Trump's trade war with China, a key manufacturing hub for the Cupertino, California, company. Cook successfully persuaded Trump to exempt the iPhone from tariffs during the president's first administration, but he has had less success during Trump's second term, which seems more determined to prod Apple to make its products in the US. The multidimensional gauntlet facing Apple is spooking investors, causing the company's stock price to plunge by nearly 20% so far this year — a decline that has erased $750 billion in shareholder wealth. After beginning the year as the most valuable company in the world, Apple now ranks third behind longtime rival Microsoft, another AI leader, and AI chipmaker Nvidia. Apple's shares closed down by more than 1% on Monday — an early indication the company's latest announcements didn't inspire investors.
Time of India
30-05-2025
- Health
- Time of India
Send daily Covid report, Bengal govt asks pvt hosps, labs
1 2 3 Kolkata: Amid the rising cases of Covid in the country, the state health department has issued its first advisory since the pandemic asking all private hospitals and labs to report all positive cases in a particular format on a daily basis. The labs across the state have also started preserving the Covid-19 positive samples, anticipating that they might be asked to send those for genome sequencing to detect the virus strain circulating in Bengal. The state health department has not yet released the actual Covid load in the state but there is already an uptick. At least six more cases surfaced on Thursday. Hospitals have also started increasing tests, particularly for patients with various comorbidities and symptoms of the infection. Sources said Medica Superspecialty Hospital currently has four Covid positive patients, one of whom was admitted on Thursday. While none of the four are having severe illness, doctors said the hospital admission was advised as they are vulnerable to developing severe symptoms due to existing health conditions. "For almost a year, we did not see any Covid patients. Now, a few cases have started trickling in, all with mild symptoms. by Taboola by Taboola Sponsored Links Sponsored Links Promoted Links Promoted Links You May Like Desfrute do melhor na Fogo de Chão Fogo de Chão Clique aqui Undo While the symptoms are likely to be mild in most cases, those with comorbidities need to stay safe as they are the most vulnerable," said critical care and ECMO physician, Dipanjan Chatterjee of Medica. An 84-year-old cancer patient, tested positive at Ruby General Hospital. Another 40-year-old woman, who came to the OPD, had mild symptoms and did not require hospital admission. "We tested about eight samples in the past week, out of which two were positive. While there is no reason to panic, we have scaled up testing, especially on symptomatic patients and we have kept our isolation ward ready," said Subhasish Datta, chief general manager operations at Ruby. Microbiologist Partha Guchhait of Peerless Hospital said while most cases were likely to be mild and flu-like, increasing testing, especially on those symptomatic, could give an indication if there was a clustering of cases. The hospital is also preserving the samples. Experts said the strain causing the current uptick is likely to be JN.1 or a similar sub-lineage of the Omicron variant, reported from other countries. However, they said sequencing was needed to find out the exact variant. "So far, we know the virus circulating elsewhere is a variant of concern due to high transmissibility, even as it is known to cause mild infection," said internal medicine specialist, Rahul Jain of Belle Vue Clinic.
Yahoo
29-04-2025
- Business
- Yahoo
4 key issues everyone will be listening for in Apple's earnings call
Apple is set to report Q2 earnings on Thursday amid tariff and supply chain challenges. Tariffs will be a hot topic for investors as China, the main iPhone producer, faces a 145% levy. Investors haven't forgotten about Apple Intelligence either, analyst Dipanjan Chatterjee says. The past three months have been a whirlwind for Apple, and they're expected to address the chaos on Thursday. The tech giant will report its fiscal 2025 second-quarter earnings to investors later this week. It's been a quarter marked by flip-flopping tariff announcements from President Donald Trump, supply chain challenges, and questions about iPhone pricing as a result. Thursday afternoon will be Apple's moment to speak for itself on the fate of its products and manufacturing. Tariffs, of course, will be the vocabulary word for this earnings season, and the company is facing steep rates if things continue how they are. Jacob Bourne, analyst at BI sister company EMARKETER, said there are three key tariff-related issues for this earnings call: "Apple's ability to absorb, avoid, or pass on potential price increases, the financial impact of tariffs, and the timeline for effective supply chain diversification." With Trump's most recent 145% tariff on goods imported from China, the main hub for Apple manufacturing, the iPhone maker is reportedly exploring the next best place to make its products. Although India has a proposed rate of 26% once the 90-day pause on additional tariffs is lifted — and if the US and India don't negotiate a trade deal — it's a better deal than importing goods from China. On April 11, it looked like Apple may have gotten a break when the US Customs and Border Protection announced an exemption for smartphones, laptops, and other tech devices that left warehouses on or after April 5. They would still be subject to the fentanyl-related 20% tariffs on Chinese goods that were levied in February. Two days later, however, Trump made it clear that "nobody is getting off the hook" for tariffs in a post to Truth Social, though it's unclear what those tariffs could look like. "The reported plan to shift all US iPhone assembly to India by 2026 signals that Apple is taking tariff threats seriously, but this transition faces significant logistical hurdles," Bourne said. Research from financial services firm Morningstar suggests that India is responsible for 20% of global iPhone production while China makes up more than half, William Kerwin, senior tech analyst at the firm, told BI. The question of how tariffs will impact consumers remains unanswered ahead of Thursday's call. As for the short-term, some users have said they're upgrading as soon as possible to avoid paying $2,000 or more on a new iPhone. Looking ahead, investors will want to know how much of the tariff-related costs will need to be passed on to consumers, said Dipanjan Chatterjee, vice president and principal analyst at Forrester. The fourth question that Apple will likely need to answer for investors isn't tariff-related, but rather around the progress of Apple Intelligence going into Q2. "The tariff brouhaha may have distracted many Apple watchers from the AI conversation, but this intrinsic factor remains vital to Apple's success," Chatterjee said. Its big AI rollout has been stunted by delays and low demand despite being hailed as a new era for Apple. Bullish analysts expected the software to drive demand and take iPhone sales to new heights, but it hasn't happened. Chatterjee said investors will, once again, ask when "the promise of an Apple Intelligence-powered upgrade super cycle come to fruition." Apple is known for keeping things short on earnings calls when it comes to stickier subjects. During the last call, Apple CEO Tim Cook said it was "monitoring the situation" when asked about tariffs in January, and he left it that. "I don't expect much transparency from Tim Cook or the team," Kerwin said. Read the original article on Business Insider Sign in to access your portfolio
