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

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

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

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

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: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

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
• Rating:

For Customer Experience Professionals

Blog:Forrester’s New Book, Outside In, Is Released Today!

My coauthor, Harley Manning, and I are thrilled to announce that our new book, Outside In: The Power Of Putting Customers At The Center Of Your Business, is released today! We encourage you to...

Discussion:Which US Consumers Are Healthcare eVisit Early Adopters?

Discussion:Implement Your Digital Customer Experience Strategy

Discussion:Extending customer experience through partners

"It may not be our fault, but it is our problem." This adaption of Disney's famous mantra applies very well to companies that have partners which deliver parts (sometimes major parts) of the customer...

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

Report:Don't Fix Customer Experience Problems, Prevent Them

Vision: The Customer Experience Management Playbook

In a recent survey of customer experience professionals, 86% said that their executives hope to differentiate in the marketplace on the basis of their customer experience. Unfortunately, most...

• Downloads: 473

Discussion:Fixed header and footer on the new website

Is it just me? I hate the fixed header and footer on the Forrester website - it results in relatively little usable screen space on my laptop, and I hate to think what it would be like on the...

For Customer Experience Professionals

Report:Three Digital Experience Trends To Watch In 2012

Forrester identified three trends from 2011 that will dramatically affect the way companies design and deliver digital customer experiences. This report highlights those trends, the companies that...

• Downloads: 1586
• Rating:

For Customer Experience Professionals

Report:How CX Professionals Can Use VoC To Surface Pricing Issues

Inject Customer Experience Insights Into Pricing Decisions

Pricing can make or break the customer experience (CX). However, most voice of the customer (VoC) programs don't deliver comprehensive data on customers' perception of pricing. This report will show...

• Downloads: 173
• Rating:

For Customer Experience Professionals

Blog:Q&A With David Lessing, Chief Operating Officer, Wealth Management, US, Morgan Stanley Smith Barney

I had a chance to catch up with David Lessing, COO of wealth management at Morgan Stanley Smith Barney, in advance of his keynote next month at the Customer Experience Forum. I spoke with David...

For Customer Experience Professionals

Report:Manage The Customer Experience Project Portfolio

Continuous Improvement: The Experience-Driven Organization Playbook

This report is an update to "Managing The Customer Experience Project Portfolio" originally published on February 12, 2010. When transforming their firms into experience-driven organizations,...

• Downloads: 1346

Discussion:Six Tools To Consider For Creating Prototypes

Very good, though comparative analysis would be useful. If not comparitative analysis at least Pros and Cons. My interest is more in tools enabling, say a strategy group, Program or project team in...