Forrester

For Customer Experience Professionals

Report:Interactive Design Agency Overview, 2012

Tools And Technology: The Digital Customer Experience Improvement Playbook

Selecting the right interactive design vendor is a complex and stressful task. The splinternet — an explosion of digital touchpoints across an array of proprietary platforms — makes that...

• Downloads: 629
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For Customer Experience Professionals

Report:Executive Q&A: Customer Understanding For Customer Experience Management

Compelling customer experiences stem from a company's deep understanding of its target customers' goals and behaviors. This requires uncovering customer needs in a disciplined manner. This report...

• Downloads: 372

For Customer Experience Professionals

Client Inquiry:Website Design RFP Process: How Do You Select An Agency?

Thanks for taking the time to inform us on how best to structure the request for proposal (RFP) process for website redesign projects. We are looking to understand if it's better to hire an agency to...

For Customer Experience Professionals

Report:Mobile Interactive Design Agencies Emerge

Look To Specialists For Niche Skills In Mobile Experience Design

Companies increasingly see the need to offer differentiating mobile experiences. However, they struggle to find the skills and support they need to deliver useful and usable mobile services that make...

• Downloads: 409

For Customer Experience Professionals

Report:Tools For Mastering The Customer Experience Ecosystem

Processes: The Customer Experience Ecosystem Playbook

To make meaningful customer experience improvements, organizations need to align their customer experience ecosystems. That requires understanding customers' deep needs, viewing interactions from the...

• Downloads: 413
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For Customer Experience Professionals

Report:What To Look For When Hiring Consultants To Help With Customer Journey Maps

Companies tell us that they're interested in using customer journey maps as tools to analyze and communicate their customers' perspectives on the interactions they deliver. Creating and using...

• Downloads: 306
• Comments: 3
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For Customer Experience Professionals

Report:The State Of The Art Of Personas

Personas Have Evolved To Support Differentiated Customer Experience Design In The Age Of The Customer

Personas offer a proven solution for a common design challenge: Keeping the end user in mind during all phases of design, development, and testing. Recently, shortsighted firms have wrongly dismissed...

• Downloads: 760
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For Customer Experience Professionals

Client Inquiry:What Are Some Best Practices In Creating An Internal Site?

Our team is brainstorming ways to upgrade our internal site, and we are curious to know if there are any best practices in this area. Specifically, is there analysis on desired features and...

For Customer Experience Professionals

Report:How To Get Value From Customer Journey Maps

Companies Share Best Practices For Using Journey Maps Effectively

This report describes best practices for using journey maps to drive improvements in customer experience. Customer journey maps are foundational tools that support companies' efforts to improve...

• Downloads: 834
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