Forrester

For Customer Experience Professionals

Tool:Consumers Mostly Initiate Chat Interactions

For Customer Experience Professionals

Report:Call Center Experiences Leave Consumers On Hold For Something Better

Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries

Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news? The...

• Downloads: 666
• Rating:

For Customer Experience Professionals

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

For Customer Experience Professionals

Report:Want Loyalty? Improve Your Call Center Customer Experience

Call Center Satisfaction Ties To Loyalty Across 11 Industries

Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly with...

• Downloads: 827

For Customer Experience Professionals

Client Inquiry:Can You Provide A List Of Online Survey Solution Providers?

We currently use the Key Survey tool and internal resources to monitor website satisfaction. This process has been in place since 2006 with little change. We are considering outsourcing this process...

For Customer Experience Professionals

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

For Customer Experience Professionals

Report:Reinvent Your Call Center Culture To Create Amazing Customer Experiences

Focus On Hiring, Training, Incentives, and Metrics

Call centers offer companies daily opportunities to create meaningful connections with customers. When this happens, businesses increase customer loyalty and generate incremental revenue. But...

• Downloads: 1286

For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Future Purchases

For Customer Experience Professionals

Tool:Customer Journey Map Self-Assessment Tool

For Customer Experience Professionals

Report:Case Study: Regence Uses Chat To Boost Customer Satisfaction

What Customer Experience Professionals At Other Firms Can Learn

Health insurers need to improve customer experience to gain customers' trust and boost engagement. While most insurers focus on self-service in isolation, Regence BlueCross BlueShield decided to...

• Downloads: 471

For Customer Experience Professionals

Client Inquiry:How Do The CX And MI Roles Differ In Their Approach To Enterprise Feedback Management?

What are the differences in the approaches to enterprise feedback management (EFM) for the customer experience (CX) role versus the market insights (MI) role?

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

Tool:Consumers Still Use Traditional Channels Most For Feedback And Complaints

For Customer Experience Professionals

Report:Beyond CRM: Manage Customer Experiences

Adopt An Outside-In Approach To Shift The CRM Mindset

Well-intentioned customer relationship management (CRM) efforts that focus on internal processes and objectives have largely failed to serve the most important stakeholder: the customer. Customer...

• Downloads: 1660
• Rating:

For Customer Experience Professionals

Client Inquiry:User Experience

What tool sets does Forrester recommend for collecting feedback from users? We are interested in knowing more about newcomers in the space.

For Customer Experience Professionals

Tool:Persona Self-Assessment Tool

For Customer Experience Professionals

Report:Giffgaff Manages Its Community To Deliver A Great Customer Experience

Social Media Management Gives Control To Members And Builds The Brand

Giffgaff, a low-cost mobile virtual network operator, uses an online community for customer support, sales and marketing, as well as product development functions. To ensure a positive customer...

• Downloads: 381

For Customer Experience Professionals

Report:The Forrester Wave™: EFM Vendors, Market Insights Platform Providers, Q3 2011

IBM SPSS, Globalpark (QuestBack), and Confirmit Lead A Strong, Close Pack

In Forrester's 76-criteria evaluation of five market-insights-focused enterprise feedback management (EFM) vendors, we found that IBM SPSS; Globalpark, a QuestBack company; and Confirmit led the...

• Downloads: 680

For Customer Experience Professionals

Report:Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up. This...

• Downloads: 285

For Customer Experience Professionals

Report:Top Ways To Combat Survey Fatigue

Customer experience professionals depend on surveys for their voice of the customer (VoC) and customer experience (CX) measurement programs. But with so many surveys coming at each individual...

• Downloads: 266

For Customer Experience Professionals

Report:The Forrester Wave™: EFM Satisfaction And Loyalty Solutions, Q3 2011

Medallia And MarketTools Lead With Strong Performers Close Behind

In Forrester's 76-criteria evaluation of enterprise feedback management (EFM) satisfaction and loyalty solutions, we found that Medallia and MarketTools led the pack with comprehensive software...

• Downloads: 775

For Customer Experience Professionals

Client Inquiry:How Do Enterprise Feedback Management And Voice Of The Customer Programs Differ?

What is the difference between enterprise feedback management and voice of the customer programs?

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: 1029

For Customer Experience Professionals

Client Inquiry:Customer Satisfaction Surveys

We are looking for information on the expected rate of return or the high/low rate of return on customer satisfaction surveys. Is there an average rate of return that can be expected or a high/low...

For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Retention