Forrester

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

Blog:The Chief Customer Officer For The Financial Services Company With The Best Customer Experience

One of the challenges in putting together Forrester’s Customer Experience Forum is that we have a very limited number of main-stage speaker slots. And that’s frustrating because as the...

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

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

Blog:Call Center Customer Experience Transformation At American Express — And THAT'S The Way It’s Done

Last year we published not just one but two reports that featured the outstanding customer experience transformation process that took place in the American Express call centers. The first report...

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

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:Unexpected Musical Fun: "Outside In" The Song Rocks Day Two Of Forrester’s Customer Experience Forum

I’m still digging out from all the things that I put off until after last week’s Customer Experience Forum in New York. Even so, I didn’t want to let too much time pass before...

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:Stop Watching The Stock Ticker And Start Improving Customer Experience

As an avid personal investor I’m often appalled by cable shows that report on the markets as if they were non-stop sporting events. Seriously, how many people care how the NASDAQ or the Dow are...

For Customer Experience Professionals

Blog:The Best Airline Experience You Haven’t Heard Of Yet

There’s a personal story behind why we invited one of our speakers to be on the main stage at Forrester’s Customer Experience Forum, 2011. A few months back, I had to take a trip from...

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

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:The Greatest Thing To Come Out Of The Mind Of The Late, Great Steve Jobs: His Perspective

Those of us who work in the field of customer experience are especially hard hit by the passing of Steve Jobs. He symbolized the power of experience — how much a great experience can transform...

For Customer Experience Professionals

Blog:Patient Experience: Personal, Emotional, And Critical

Last week my son, Alex, had reconstructive surgery to repair his torn ACL (the ligament that holds the inside of a knee together). He’s 11 years old. I have to admit that this procedure worried...

For Customer Experience Professionals

Blog:Want To Raise Your Net Promoter Score? Try Improving Your Customer Experience

Many of our clients work at companies that use Net Promoter. I recently had dinner with two of them at Forrester’s Customer Experience Forum, 2011. Both are senior people at companies that have...

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:Q&A With Jeri Ward, Director Of Customer Experience, Audi Of America

When I talk to people at automotive companies, they’re always interested in what Audi is doing. In part that’s because Audi is Volkswagen Group's (VW Group's) main profit driver,...

For Customer Experience Professionals

Blog:Banks Make It Clear: We’re Sticking It To You With Fees

An article in Boston.com highlighted the fact that many big banks still don’t understand what customer experience is or why it’s the biggest single driver of business success for most...

For Customer Experience Professionals

Blog:Live Streaming From Forrester Customer Experience Forum 2010 — Day Two

It’s Day 2 of Forrester’s Customer Experience Forum 2010, and I'm incredibly excited to see this morning’s opening speech by our own James McQuivey. He's going to demo...

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:Engaged Employees Do The Right Thing Because It’s The Right Thing To Do

Recently I was on a panel about the impact of cultural change on customer experience. My fellow panelists included Meltem Uysaler, a senior vice president of customer experience for Citi, and...

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: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:Rx: Four Days Of Inspiration At The Cleveland Clinic Patient Experience Summit

Earlier this week, I had the privilege of speaking at the Patient Experience Empathy And Innovation Summit. The event was sponsored by the Cleveland Clinic Office of Patient Experience, which is led...