Forrester

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: 2733

For Customer Experience Professionals

Report:Case Study: Cisco Quad Gives Employees CARS Experiences

Forrester believes that next-generation digital experiences will be customized, aggregated, relevant, and social (CARS). Cisco Systems' Quad collaboration tool illustrates how CARS can be equally...

• Downloads: 119
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For Customer Experience Professionals

Report:How To Build Online Experiences Of The Future

Best Practices From Firms That Created Experiences With CARS Attributes

Forrester believes that four attributes will characterize the next phase of development of the web. Online experiences will be: customized by the end user, aggregated at the point of use, relevant to...

• Downloads: 1233

For Customer Experience Professionals

Report:The ROI Of Personas

Although spending for research and persona creation is strong among persona advocates, many firms still report difficulty convincing their organizations that personas are worth the seemingly large...

• Downloads: 1043
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For Customer Experience Professionals

Report:The Future Of Online Customer Experience

It Looks Customized, Aggregated, Relevant, And Social

Forrester believes that four attributes will characterize the next phase of development of the Web. Online experiences will be: customized by the end user, aggregated at the point of use, relevant to...

• Downloads: 4197

For Customer Experience Professionals

Report:Topic Overview: Customer Experience In A Down Economy

As markets around the world continue to decline, credit stays tight, and job cuts escalate, making the case for customer experience will be even more of a challenge. But firms can ensure that the...

• Downloads: 3154

For Customer Experience Professionals

Report:Questions For Persona Creation Vendors

What To Ask Before Selecting A Vendor To Help With Personas

Personas can help build more effective experiences. But customer experience professionals can't expect to get those results from any vendor they hire to research and create personas. That's why...

• Downloads: 489

For Customer Experience Professionals

Report:Persona Project Costs And Deliverables

Small Firms And Interactive Agencies Report On The Number Of Personas Created, Interviews Conducted, And Costs

Surveys of user experience vendors uncovered 18 interactive agencies and 30 small firms with significant experience creating personas. The two groups report averaging four personas and roughly 20...

• Downloads: 392

For Customer Experience Professionals

Report:Interactive Agencies That Can Help With Persona Projects

Eighteen Vendors With Significant Persona Creation Experience Report Research And Industry Expertise Details

A survey of interactive design agencies uncovered 18 firms that have significant experience creating personas and conducting persona research. The agencies are using diverse research methodologies to...

• Downloads: 227

For Customer Experience Professionals

Report:Small Firms That Can Help With Persona Projects

Thirty-Three Vendors With Significant Persona Creation Experience Report Research And Industry Expertise Details

A survey of user experience vendors uncovered 33 firms with significant experience creating personas. As a group, these firms leveraged a variety of research methodologies, and their persona...

• Downloads: 169

For Customer Experience Professionals

Report:How Personas Drive Experience-Based Differentiation: Four Examples

Personas help everyone with a stake in customer experience to obsess about customer needs. This healthy obsession is key for companies that want to differentiate the experiences they provide. A...

• Downloads: 649

For Customer Experience Professionals

Report:Cross-Channel Review Reviewer's Guide

This is the Reviewer's Guide to go along with the Cross-Channel Review Scorecard. It will be featured on the Customer Experience Web site.

For Customer Experience Professionals

Report:Persona Review Scorecard 2.0

The standard scorecard format for review criteria.

• Downloads: 1

For Customer Experience Professionals

Report:Best And Worst Of Personas, 2007

Forrester Applies Its Evaluation Methodology To Personas From 23 Interactive Agencies

To gauge the current state of personas, Forrester applied its persona evaluation criteria to reference personas provided by 23 interactive agencies. Most of the personas showed significant room for...

• Downloads: 836

For Customer Experience Professionals

Report:Using Personas To Inform Marketing And Sales Efforts: Three Examples

Personas are especially helpful in getting employees to understand and obsess about customer needs — the first principle required for Experience-Based Differentiation. While personas have been...

• Downloads: 468

For Customer Experience Professionals

Report:Best And Worst Of Phone Self-Service Design, 2007

Forrester Applies Its IVR Review Methodology To 16 Major Firms

Forrester applied its Interactive Voice Response (IVR) Review methodology to the phone self-service experiences at 16 firms — four of the largest credit card issuers, consumer electronics...

• Downloads: 293

For Customer Experience Professionals

Report:How To Design The Right Channel Mix

Leverage Channel Strengths Based On User Behaviors And Business Goals

Customer experience professionals have a wide array of customer interaction touchpoints at their disposal. With so many options, how can they choose the best combination that drives customer...

• Downloads: 396

For Customer Experience Professionals

Report:Best And Worst Of Email Interaction Design, 2007

Forrester Applies Its Email Interaction Review Methodology To 16 Major Firms

Forrester applied its Email Interaction Review methodology to the email experiences at 16 firms — four of the largest credit card issuers, consumer electronics retailers, PC manufacturers, and...

• Downloads: 254

For Customer Experience Professionals

Report:Best And Worst Of B2C Site Design, 2007

Forrester Applies Its Web Site Review Methodology To 16 Major Firms

Forrester applied its Web Site Review methodology to the site experiences at 16 firms — four each of the largest credit card issuers, consumer electronics retailers, PC manufacturers, and...

• Downloads: 540

For Customer Experience Professionals

Report:Learning From Wal-Mart's Web Site Redesign

How The Walmart.com Team Managed The Redesign Process

Walmart.com recently launched a major redesign. To understand how they went through the process, we spoke with Walmart.com's marketing director and vice president of user experience. These execs...

• Downloads: 748

For Customer Experience Professionals

Report:Best And Worst Of Cross-Channel Design, 2007

Forrester Applies Its Cross-Channel Review Methodology To 16 Major Firms

Forrester applied its Cross-Channel Review methodology to the experiences at 16 firms — four of the largest credit card issuers, consumer electronics retailers, PC manufacturers, and wireless...

• Downloads: 581

For Customer Experience Professionals

Report:Top User Experience Flaws On Financial Services, Retail, And Automotive Sites

Forrester Taps Its Database Of Web Site Reviews To Find Top Flaws By Industry

We looked at the results from Forrester's database of Web Site Reviews to find the top failures on sites in three industries: financial services, retail, and auto manufacturers. What did we find?...

• Downloads: 316