Forrester

For Customer Experience Professionals

Report:Best And Worst Of Website Experience, 2011

Benchmarks: The Digital Customer Experience Improvement Playbook

This report is an update to "Best And Worst Of Website User Experience, 2011" originally published on November 18, 2011. This report outlines how customer experience professionals can benchmark...

• Downloads: 1730

For Customer Experience Professionals

Report:Digital Design Projects And Spending, 2012

Customer Experience Professionals Share Plans For Design Tools, Budgets, And Staffing

During the past few years, Forrester has seen tremendous momentum for digital design projects as digital touchpoints proliferate. And the trend held true this year, too: A recent survey of...

• Downloads: 465
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For Customer Experience Professionals

Report:Reviewer's Guide: IVR User Experience Review 8.0

This is the reviewer's guide for Forrester's IVR User Experience Review 8.0 scorecard.

• Downloads: 30

For Customer Experience Professionals

Report:Web-Phone User Experience 2010: PC Laptop Manufacturers

Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms

Forrester applied its Web-Phone User Experience Review methodology to the experiences at four large PC laptop manufacturers: Apple, Dell, HP, and Toshiba. The results: Apple came out ahead, but the...

• Downloads: 249

For Customer Experience Professionals

Report:Executive Q&A: IVR User Experience Reviews

Forrester's IVR User Experience Review uncovers flaws that prevent users from accomplishing key goals in interactive voice response (IVR) systems. This document provides answers to some of the common...

• Downloads: 393
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For Customer Experience Professionals

Report:Scorecard: IVR User Experience Review 8.0

This is the working scorecard for Forrester's IVR User Experience Review, version 8.0.

• Downloads: 16

For Customer Experience Professionals

Report:Top Customer Experience Takeaways From SpeechTEK 2009

Forrester recently attended SpeechTEK 2009, where presenters focused on using speech technologies to improve the phone self-service customer experience. Among speakers' top recommendations: Don't...

• Downloads: 374

For Customer Experience Professionals

Report:Small IVR Investments That Pay Off

With low phone self-service satisfaction rates, there's lots of room to improve IVR systems. Our research uncovered five low-cost techniques that improve routing, boost containment rates, increase...

• Downloads: 574

For Customer Experience Professionals

Report:Online Travel Agencies' Cross-Channel Experience, 2009

An Industry Look At This Year's Best And Worst Of Cross-Channel Design

As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large online travel agencies — Expedia, Orbitz, priceline.com, and Travelocity. Overall, the...

• Downloads: 611

For Customer Experience Professionals

Report:Best And Worst Of Phone Self-Service Design, 2009

Forrester Applies Its IVR Review Methodology To 16 Major Firms

Forrester applied its IVR Review methodology to the phone self-service experiences at 16 US firms — four each of the largest auto insurers, discount retailers, footwear manufacturers, and...

• Downloads: 721

For Customer Experience Professionals

Report:Best And Worst Of Phone Self-Service Design, 2008

Forrester Applies Its IVR Review Methodology To 16 Major Firms

Forrester applied its IVR Review methodology to the phone self-service experiences at 16 firms — four each of the largest airlines, banks, department stores, and MP3 player manufacturers. Among...

• Downloads: 629