Forrester

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

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:Why Health Insurers Can’t Fix Claims And Benefits Self-Service Through Design Alone

Over the years, I have worked with dozens of health insurers on the usability of their member self-service sites. The sites have admittedly gotten better over the years — easier navigation,...

For Customer Experience Professionals

Report:Customer Experience Trends: Leaders At FedEx, Time Warner Cable, And USAA Weigh In

A Panel Discussion At The 2010 Customer Experience Forum

Highlights of the Trends In Customer Experience panel at Forrester's Customer Experience Forum 2010 included a debate about the need for a chief customer officer (CCO), a prediction that "Web sites...

• Downloads: 1053

Discussion:Customer Experience and CxO stability

I was speaking to a group about Customer Experience and got a question I couldn't answer (other than an unsupported guess).  Specifically, to what extent does C-Suite volatility affect a Customer...

For Customer Experience Professionals

Blog:Beyond CRM: Managing Customer Experiences

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. Business...

For Customer Experience Professionals

Blog:Announcing Forrester's 2012 Voice Of The Customer Award Winners

We just announced the winners of Forrester’s 2012 Voice Of The Customer Awards (VoC) at our Customer Experience Forum this afternoon. We received roughly 40 nominations, and yet again, we...

For Customer Experience Professionals

Report:Innovation In Health Insurance Customer Experience

How Leading Health Insurers Drive Change Inside And Outside Of Their Walls

The health insurance industry faces discontent from both its consumer and provider customers. With new regulations and an elevated national discourse on health reform, the time for change is now. But...

• Downloads: 991

Discussion:How should an organization change their customer experience strategy to engage Gen Y?

We had quite a lively discussion at our #CXO chat a few weeks ago with regards to this: http://bit.ly/ldkDxc We all agreed Gen Y was important, would love to hear your thoughts on strategy!

For Customer Experience Professionals

Blog:Top 10 Ways To Improve Your Digital Customer Experience

Digital touchpoints such as websites, mobile phones, or tablets can drive revenue, lower costs, build brands, and engender customer loyalty. This shouldn’t be new news to anyone...

For Customer Experience Professionals

Blog:Every Parent’s Worst Nightmare: How United’s Culture Failed Its Customers

You’re at home when your phone rings. It’s your child’s summer camp calling to tell you that she never arrived. No one knows where she is. Make your gut churn? Yes, if you’re...

Discussion:Executive Q&A: Net Promoter For Customer Experience Professionals

Great intro to NPS, clear and balanced, properly put in context

For Customer Experience Professionals

Report:Consumers Are Leery Of Healthcare Video Visits

Today, healthcare remains a largely in-person proposition, but with the advancement of Internet-based videoconferencing technologies, the possibility of healthcare video visits is becoming a reality....

• Downloads: 303

For Customer Experience Professionals

Blog:Now More Than Ever, Firms Need Frameworks For Managing Global Online Standards

I’ve recently had several conversations with companies that are looking to improve how they standardize online experiences around the globe. It’s something I’ve been helping firms...

For Customer Experience Professionals

Blog:When A Customer Experience Ecosystem Fails

Oh, look what came in the mail yesterday: The order I tried desperately to cancel last week. But, no, UPS dropped it off, and the packing slip said nicely, “Thank you for your order! We are...

Discussion:Director of Insights (credit union) - any job descriptions?

Hi there,One of our CX clients is creating a Director of Insights position for a credit union.  This role, reporting directly to the CMO, will head up all Market and Marketing Insights, Product...

For Customer Experience Professionals

Report:Planning A Co-Creation Workshop? Sweat The Details

Best Practices For Including Customers, Employees, And Partners In Customer Experience Design

Co-creation — the practice of involving people from across the customer experience ecosystem in the experience design process — is a valuable and versatile methodology, but it usually...

• Downloads: 180
• Comments: 2

For Customer Experience Professionals

Blog:Chief Customer Officer (CCO) Roundtable On CX Maturity

“Customer experience (CX) maturity” was the topic of Forrester’s recent chief customer officer (CCO) roundtable meeting. Based on a recent report by Megan Burns called...

For Customer Experience Professionals

Blog:Join Us At Customer Experience Forum West In Los Angeles, November 14-15, 2012!

Our Forum For Customer Experience Professionals in Los Angeles is just four weeks away — and we have some exciting news! First, our final lineup of external speakers is confirmed. All of...

For Customer Experience Professionals

Blog:Customer Experience Leaders Obsess Over Customer Needs

Last week, I took you through the top scorers in this year’s Customer Experience Index by industry. But 13% of customer experience professionals said that they aim to differentiate across...

Discussion:The Customer Experience Index, 2011

Thanks, Megan. The findings of this report demonstrate that a positive customer experience can yield a significant increase in sales. We know customer experience is playing a significant role in...

For Customer Experience Professionals

Report:Executive Q&A: Customer Experience Governance

Many firms want to differentiate on the basis of customer experience. To reach that goal, they must first define an experience that's truly differentiating and then deliver that experience...

• Downloads: 247

Discussion:What is a representative sample size for cx surveys?

to all the market resarch experts ;-)We are currently analysing our customer satisfaction via eMail - a random sample out of our customer base. But as our response rate is really low (from 20000 sent...

For Customer Experience Professionals

Report:Implement Your Digital Customer Experience Strategy

Road Map: The Digital Customer Experience Improvement Playbook

This report is an update to "How To Build An Implementation Road Map For Your Digital Customer Experience Strategy" originally published on August 11, 2011. In a world of proliferating digital...

• Downloads: 1764
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Discussion:What qualitative customer research techniques are you using?

I’m preparing for my forum speech titled “Crafting Your Customer Research Plan” at Forrester's Customer Experience Forum 2011. In the speech, I plan to highlight how qualitative research techniques...