Forrester

For Customer Experience Professionals

Report:Best Practices For Launching Site Redesigns

When companies redesign sites, users' aversion to change results in problems like spikes in call center traffic and social media backlash. That's because changes in site design force users to learn...

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For Customer Experience Professionals

Blog:The Holy War Over Net Promoter: Is It The Ultimate Way To Measure Customer Experience?

Have you ever been caught in this crossfire? Marketing Manager: “Net Promoter Score is the one number we need to grow!” Customer Intelligence Manager: “Nonsense!...

For Customer Experience Professionals

Report:Customer Experience Maturity Assessment

Assessment: The Experience-Driven Organization Playbook

Forrester's customer experience maturity framework outlines the 40 essential practices companies must perform in order to design, implement, and manage customer experience in a disciplined way....

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For Customer Experience Professionals

Tool:A Formula For Estimating The Size Of A Call Center Spike As A Result Of Change

For Customer Experience Professionals

Blog:Designing A Great Customer Experience In The Age Of Irrational Customers

Recently we’ve seen a lot of interest in the emotional aspects of customer experience by some of the smartest practitioners we know — chief customer officers. There’s a reason for...

For Customer Experience Professionals

Blog:iPhone Versus Droid: A Personal Perspective

I’ve been meaning to write about this topic for a while. What got me past the tipping point was receiving yet another in the series of hilarious videos in the iPhone versus Evo wars. (I love...

For Customer Experience Professionals

Blog:Hire The Will, Train The Skill

If you scroll down, you’ll see a link to part two of my appearance on Jim Blasingame’s talk show, The Small Business Advocate. Among other things, in this segment, we talked about one of...

For Customer Experience Professionals

Blog:Hot Off The Press: Forrester’s Customer Experience Index, 2011

How should you measure customer experience? Is it even possible to measure something that feels as squishy as customer experience? As it turns out, you can measure it, you should measure it, and you...

For Customer Experience Professionals

Blog:Why Some Companies Succeed — For Now — Despite Their Poor Customer Experience

Last week I got a question via email from one of Forrester’s clients, who asked: “How do you explain the success of companies that consistently provide a poor experience but perform well...

For Customer Experience Professionals

Blog:When Should You Favor Customer Experience Over Profits? Never!

Last month, I was in Europe with a group of customer experience professionals from various divisions of the same large company. Although their expertise was at varying levels, no one was clueless,...

For Customer Experience Professionals

Blog:Announcing Speakers For Forrester’s Customer Experience Forum East, 2013 – June 25 & 26 in NYC!

I’m excited to finally be able to talk publicly about our CX Forum East in New York at the end of June. The theme this year is “Boost Your Customer Experience To The Next Level.” We...

For Customer Experience Professionals

Blog:Hurricane Sandy Scorecard: NSTAR 1, Verizon 0

Like millions of Americans who live along the Eastern seaboard, my family got hit by Hurricane Sandy. Now don’t get me wrong: Compared with residents of New York, New Jersey, and several other...

For Customer Experience Professionals

Blog:CEO As Chief Customer Officer

In preparation for our upcoming Customer Experience Forum in New York at the end of June, I’ve been having phone discussions with our speakers and their people. Yesterday Robinette Dixon from...

For Customer Experience Professionals

Tool:Measurement Maturity Assessment

For Customer Experience Professionals

Tool:Factors For Estimating The Length Of A Call Center Spike As A Result Of Change

For Customer Experience Professionals

Blog:Want To Win A Voice Of The Customer Award? Prove Business Impact

Over the past few weeks, I’ve been part of a group that picked the winners of Forrester’s Voice Of The Customer Awards for 2011. I can’t yet tell you the names of the three winners...

For Customer Experience Professionals

Blog:The Business Impact Of An Outside-In Perspective At Sprint

Sometimes a CEO takes the reins at a company that’s in such great shape, I can’t help thinking, “Wow, it must be great to be that guy!” And then there’s Dan Hesse, CEO...

For Customer Experience Professionals

Blog:Video Highlights From Forrester's Customer Experience Forum East

Thanks to everyone who made our customer experience event a success! That includes both our many industry speakers as well as our terrific, highly engaged audience and sponsors. You rock! On June...

For Customer Experience Professionals

Blog:Ease Of Use Is Now “A Federal Case” For Mortgage Paperwork

When I was kid, when we thought someone was overreacting, we used to say “don’t make a Federal case out of it!” Maybe people still say this, but I haven’t heard it in a while....

For Customer Experience Professionals

Blog:The Nikon Customer Experience Acid Test

You all know Nikon, which has more than $8 billion in annual revenue and 26,000 employees worldwide. At Forrester’s Customer Experience Forum, 2011, we also got to know David Dentry, general...

For Customer Experience Professionals

Report:What's The Right Customer Experience Strategy?

Strategic Plan: The Customer Experience Ecosystem Playbook

Most companies lack a customer experience strategy. As a result, their leaders struggle with decisions about funding and prioritizing projects meant to improve customer experience at the enterprise...

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For Customer Experience Professionals

Blog:Customer Experience Disciplines Apply To Small Businesses, Too

I had fun last week speaking with talk show host Jim Blasingame, the “small business advocate.” (In fact, listening to the first segment of the show — embedded below — I was...

For Customer Experience Professionals

Blog:A Great Customer Experience Depends On Customer Understanding

My colleague Andrew McInnes recently wrote a post about the tunnel vision that results when companies rely solely on analytics for understanding customers. By neglecting qualitative research methods...

For Customer Experience Professionals

Blog:You Are In The Customer Experience Business, Whether You Know It Or Not

Customer experience is fundamental to the success of every business. For most companies, in fact, customer experience is the single greatest predictor of whether customers will return — or...

For Customer Experience Professionals

Blog:NFL Owners Just Learned A Lesson About Bad Customer Experience. Did You?

I’m not the biggest NFL fan in the world, but now that I live in Boston, I follow the Patriots. I think it’s actually a requirement of citizenship. And I do have a passing interest in...