Forrester

For Customer Experience Professionals

Report:The Customer Experience Ecosystem

Vision: The Customer Experience Ecosystem Playbook

Even companies that make customer experience a strategic priority struggle to implement major long-lasting improvements. That's because they fail to connect behind-the-scenes activities to customer...

• Downloads: 3074

For Customer Experience Professionals

Report:How To Map Your Customer Experience Ecosystem

Assessment: The Customer Experience Ecosystem Playbook

Customer interactions are shaped by a complex set of interdependencies that Forrester calls the customer experience ecosystem. In order to make significant and long-lasting customer experience...

• Downloads: 531

For Customer Experience Professionals

Report:Why Customer Experience, Why Now?

Business Case: The Customer Experience Ecosystem Playbook

This report is an update to "Why Customer Experience? Why Now?" originally published on October 4, 2011. We've entered the age of the customer — an era where a focus on customers matters more...

• Downloads: 2740

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

Report:Executive Q&A: Customer Experience Co-Creation

Despite professed customer centricity, many firms don't think to involve customers, employees, or key delivery partners in the experience design process. This oversight costs firms precious time and...

• Downloads: 235
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For Customer Experience Professionals

Report:2013 Customer Experience Predictions

What Customer Experience Professionals Need To Know About The Year Ahead

Over the past two years, consumer technology adoption and market forces have catapulted the field of customer experience into strategic stature. But it will be years before customer experience is...

• Downloads: 1307
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For Customer Experience Professionals

Report:Top 10 Ways To Improve Digital Experiences

Processes: The Digital Customer Experience Improvement Playbook

Whenever we ask customer experience professionals how important it is to improve their digital customer experiences, they reply emphatically, "It's critical!" But still firms struggle to identify...

• Downloads: 1559
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For Customer Experience Professionals

Report:Executive Q&A: Customer Experience Design

The right customer interactions, implemented the right way, don't just happen. Instead, they must be actively designed. This requires learning — and then sticking to — the steps in a...

• Downloads: 470
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For Customer Experience Professionals

Report:2012 Customer Experience Predictions

What Customer Experience Professionals Need To Know About The Year Ahead

While consumer technology adoption was the impetus for many customer experience efforts in 2011, an increasingly competitive industry landscape, the ever-increasing power of consumers, and a slippery...

• Downloads: 1812

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: 826

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
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For Customer Experience Professionals

Report:Why Your Call Center Needs User-Centered Design

How Focusing On Callers And Agents Can Drive Business Results

Today, user-centered design isn't widely used to improve call center interactions. That needs to change. When applied in the call center, the core activities of a user-centered design process —...

• Downloads: 763

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

Report:2011 Customer Experience Predictions

What Customer Experience Professionals Need To Know About The Year Ahead

In 2011, the customer experience ecosystem will expand to include a dizzying array of new devices, touchpoints, and physical interactions. The breadth of this emerging ecosystem and the number of...

• Downloads: 1832

For Customer Experience Professionals

Report:Service Design Creates Breakthrough Customer Experiences

A Recap Of The Service Design Network 2010 Conferences

The 2010 Service Design Network conferences in Europe and the US highlighted organizations that achieved a higher level of customer experience through design innovation. Examples spanned industries...

• Downloads: 714

For Customer Experience Professionals

Report:Firms Aren't Ready To Design For Desirability

Self-Assessments Show Lack Of Rigor In Design Processes And Poor Site Quality

Companies need to design Web sites that are not only useful (offer value) and usable (provide easy access to value) but also desirable (appeal to emotions). To find out how prepared firms are to take...

• Downloads: 385

For Customer Experience Professionals

Report:User Experience Salaries Are On The Rise

Results From The Usability Professionals' Association's 2007 Salary Survey

More than 900 US-based user experience (UX) professionals — including information architects, usability practitioners, and interface designers — responded to the 2007 salary survey that...

• Downloads: 392

For Customer Experience Professionals

Report:What Consumers Want On Bank Web Sites

Forrester asked more than 5,000 online consumers about the content and functionality they'd most like on a variety of industry Web sites. In this document, we take a closer look at what consumers...

• Downloads: 923

For Customer Experience Professionals

Report:What Consumers Want On Media Web Sites

Forrester asked more than 5,000 online consumers about the content and functionality they'd most like on a variety of industry Web sites. In this document, we take a closer look at what consumers...

• Downloads: 528

For Customer Experience Professionals

Report:What Consumers Want On Travel Web Sites

Forrester asked more than 5,000 online consumers about the content and functionality they'd most like on a variety of industry Web sites. In this document, we take a closer look at what consumers...

• Downloads: 833

For Customer Experience Professionals

Report:What Consumers Want On Consumer Electronics Web Sites

Forrester asked more than 5,000 online consumers about the content and functionality they'd most like on a variety of industry Web sites. In this document, we take a closer look at what consumers...

• Downloads: 497

For Customer Experience Professionals

Report:User Ratings Top Consumers' Online Wish Lists

Expectations For Consumer Electronics, Travel, Banking, And Media Sites

We asked more than 5,000 survey participants to tell us what Web site content and functionality they'd most like to see from four industries: consumer electronics (CE), travel, banking, and media. We...

• Downloads: 1111

For Customer Experience Professionals

Report:Tomorrow's Web Design Industry: What Web Site Owners Need To Know Now

Evolving Web Design Service Offerings Will Change Client-Agency Relationships

The Web design industry is undergoing a period of rapid change — and over the next 12 to 18 months, a new kind of agency will emerge from today's fragmented array of Web design providers. These...

• Downloads: 855

For Customer Experience Professionals

Report:Camp Organic: How One Top Agency Builds A Culture Of Customer Empathy

Organic, one of North America's top digital marketing agencies, knows that exceptional experiences are grounded in a deep understanding of customers. But the firm doesn't just pay lip service to this...

• Downloads: 268

For Customer Experience Professionals

Report:How To Hire The Right Interactive Agency

What Every Client Should Know Before Issuing An RFP For Web Design Work

The interactive agency selection process is tough. Narrowing the field from hundreds of potential players to just one partner can be a daunting task — one that can make or break a Web exec's...

• Downloads: 875