Forrester

For Customer Experience Professionals

Tool:Consumers Mostly Initiate Chat Interactions

For Customer Experience Professionals

Tool:Consumers Who Didn't Find The Info They Needed Were More Dissatisfied

For Customer Experience Professionals

Tool:Test Your Customer Experience Strategy

For Customer Experience Professionals

Report:Transform To An Experience-Driven Organization

Executive Overview: The Experience-Driven Organization Playbook

Companies see substantial business benefit when they systematically hunt down and eliminate customer experience problems. But eventually they need to stop doing business in ways that create those...

• Downloads: 856
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For Customer Experience Professionals

Report:How Rogers Communications Unified Its Approach To Customer Experience Measurement

In just 18 short months, customer experience professionals at Rogers Communications (Canada's largest telecommunications company) developed and gained support for a new customer experience...

• Downloads: 408

Discussion:What’s the best way to make customer experience metrics actionable?

Many companies have metrics about their customer experience, but struggle to make the data actionable.  Adele Sage will be exploring ways to do just that during her track session at Forrester’s...

For Customer Experience Professionals

Report:How To Design An Effective Voice Of The Customer (VoC) Insights Program

Best Practices In VoC And CSAT Research For Market Insights Professionals

Market insights professionals often carry out customer satisfaction (CSAT) surveys — a key component in voice of the customer (VoC) research — but then struggle to turn results into...

• Downloads: 1028

For Customer Experience Professionals

Report:How The Voice Of The Employee Empowers Customer Experience Efforts

An Empowered Report: Employees Are Customer Experience Pros' Best Weapon

Employees have a wealth of insight about both customers and internal operations. Many also have the influence to quickly improve customer experience at the ground level through frontline interactions...

• Downloads: 885

For Customer Experience Professionals

Report:Improve Your Digital Customer Experience

Executive Overview: The Digital Customer Experience Improvement Playbook

Today's multichannel customers demand better experiences than they get from firms that design underperforming one-off touchpoints. Faced with an expanding ecosystem of legacy websites, mobile sites,...

• Downloads: 902
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Discussion:Does tying compensation to customer experience metrics really drive behavior change?

I’ve been getting many questions lately about the best way to link customer experience metrics to compensation. Mostly it’s about how to include experience metrics in people’s bonuses in a way that...

For Customer Experience Professionals

Blog:Verdict: Samsung Galaxy Is Not Cool. This Is Winning?

An appeals court in the UK just decided that the design of the Samsung Galaxy does not infringe on Apple patents for the iPad. Why? Well, the opinion by Judge Colin Birss concluded that, "They...

For Customer Experience Professionals

Report:Weather.com Offers Customized, Aggregated, Relevant, And Social Weather Content

CARS Improves Customer Experience And Supports The Weather Channel Growth Strategy

Forrester has predicted that the next generation of online experience will be customized, aggregated, relevant, and social (CARS). We can already see early examples of companies that are transforming...

• Downloads: 257

For Customer Experience Professionals

Blog:Verint To Buy Vovici: Expect More Customer Insight Consolidation In Two Flavors

News recently broke that analytics firm Verint will acquire enterprise feedback management (EFM) vendor Vovici. I think the acquisition makes a lot of sense (we predicted that this type of...

Discussion:The Future Of Online Customer Experience

How does a brand integrate it's essence through the user experience on multiple devices.

For Customer Experience Professionals

Tool:Persona Benefits Readily Justify The Cost

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:To Survive In The Post-PC World, Device Manufacturers Need To Get Tough

While Google and Microsoft downplay the significance of their Nexus 7 and Surface tablets, the message to their device manufacturers is abundantly clear: If you’re not building devices that...

For Customer Experience Professionals

Blog:The Real “Undercover Boss” — Office Depot’s Kevin Peters

No offense meant to any of the other great speakers at Forrester’s recent Customer Experience Forum 2011, but I have to admit that I had a favorite: Kevin Peters, Office Depot’s...

For Customer Experience Professionals

Report:People Who Transform An Experience-Driven Organization

Stakeholder Map: The Experience-Driven Organization Playbook

This stakeholder map is designed to help customer experience professionals plan and coordinate activities across roles and functions as well as clarify the responsibilities of participants in the...

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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

Report:Better Customer Experience Correlates To Higher Net Promoter Scores

Credit Card Companies And Wireless Service Providers Benefit From Higher Net Promoter Scores Through Better Customer Experience

Net Promoter Score (NPS) is a wildly popular tool for assessing customers' likelihood to recommend a company's product or service. As valuable as NPS can be, by itself, the "one number you need to...

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Discussion:Communicating a customer experience strategy

I'm working on my speech for Forrester's June 21, 2011 Customer Experience Forum in New York and would love to highlight how a few companies "package" their customer experience strategy and...

For Customer Experience Professionals

Report:Case Study: Regence Cracks The Transparency Code

How A Focus On User Goals Breaks Down Silos Between Online Tools

In a market where well-established standards define digital capabilities, it's tempting to stay with the status quo and build tools that meet industry norms. But what if industry norms are badly out...

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For Customer Experience Professionals

Report:The ROI Of Personas

Although spending for research and persona creation is strong among persona advocates, many firms still report difficulty convincing their organizations that personas are worth the seemingly large...

• Downloads: 1043
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For Customer Experience Professionals

Tool:Channel Preferences For Researching, Buying, And Getting Service