Forrester

For Customer Experience Professionals

Report:Executive Q&A: Customer Experience Measurement

To measure customer experience (CX), firms need a framework that tells them not only how good their customers' experiences are but also how to improve them and what benefits to expect from doing so....

• Downloads: 440
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For Customer Experience Professionals

Report:Websites That Don't Support Customers Waste Millions

Business Case: The Digital Customer Experience Improvement Playbook

This report is an update to "Web Sites That Don't Support Customers' Goals Waste Millions" originally published on February 17, 2010. To understand the effect of poor website usability, Forrester...

• Downloads: 1765
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For Customer Experience Professionals

Report:Customer Experience Spending Will Rise In 2010

More Firms Plan To Grow The Customer Experience Budget Than Cut It

A recent survey of Forrester's Customer Experience Peer Research Panel shows that the number of firms looking to spend more on customer experience in 2010 is up, while the number of firms that plan...

• Downloads: 610

For Customer Experience Professionals

Report:Customer Experience Budgets Weather The Storm In 2009

Firms Will Grow Customer Experience Spending Despite Tough Economic Times

A recent survey of Forrester's Customer Experience Peer Research Panel shows that while most firms will keep spending flat, many still plan to grow spending in key budget categories like Web design,...

• Downloads: 366

For Customer Experience Professionals

Report:How To Get Funding For Web Site Improvements

Companies are waking up to the importance of the online customer experience. Unfortunately, a lack of funding makes it difficult for many customer experience professionals to improve their company's...

• Downloads: 1024

For Customer Experience Professionals

Report:The Business Case Self-Test

When seeking budget to improve the Web site customer experience, the most effective business cases appeal to executives on three levels: authority, logic, and emotion. To gauge how well firms are...

• Downloads: 491

For Customer Experience Professionals

Report:Top Decision Criteria For Execs Who Approve Web Customer Experience Budgets

Who controls the checkbook for Web site improvements, and what those people think about when making funding decisions? To find out, we asked practitioners at leading firms. Our analysis of their...

• Downloads: 631

For Customer Experience Professionals

Report:Required Registration Lowers Online Conversion Rates

To understand the impact of required registration on conversion rates, Forrester asked US online shoppers what they did last time they were required to register before making a purchase online. The...

• Downloads: 1321

For Customer Experience Professionals

Report:Customer Experience Spending Intensifies In 2008

To understand their 2008 priorities, Forrester surveyed customer-experience decision-makers at large North American firms. Most plan to boost spending on customer experience in 2008, with measurement...

• Downloads: 644

For Customer Experience Professionals

Report:The Design Guide For Online Customer Reviews

Six Principles For Maximizing The Value Of Customer Reviews

Online customer reviews are a trusted source of product information for consumers — and therefore a potentially valuable sales asset. But many sites do not implement these tools effectively. To...

• Downloads: 1225