Forrester

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: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: 475

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:How To Co-Create Your Customer Experience: Sweat The Details

It’s Valentine’s Day, so shout it as loud as you can: “I love my customers!” Now, prove it by designing products, services, and experiences that actually meet their needs. How...

For Customer Experience Professionals

Report:The Unified Customer Experience Imperative

Delivering Experience Excellence Across A Fractured Network Of Digital Touchpoints

Today's digital landscape is distributed across an array of touchpoints and devices. With customers able to interact through multiple channels at any given moment, firms need to ensure that they...

• Downloads: 1086
• Rating:

For Customer Experience Professionals

Report:Digital Customer Experience Trends To Watch, 2013

Landscape: The Digital Customer Experience Improvement Playbook

Digital touchpoints support an increasingly large percentage of the overall customer experience. 2012 saw the emergence of several important digital customer experience trends that will gain momentum...

• Downloads: 1335
• Rating:

For Customer Experience Professionals

Blog:Bank Of America's Tough Decision Shouldn’t Be Tough At All

I was both encouraged and perplexed by an article in The Wall Street Journal that described the internal debate at Bank of America over how to grow revenue. One side of the debate wants to charge new...

For Customer Experience Professionals

Report:Executive Q&A: Forrester's Customer Experience Index

To help customer experience professionals get the most from Forrester's Customer Experience Index (CXi) research, we've summarized answers to the 10 most frequently asked questions we get from...

• Downloads: 335

Discussion:Which companies have mastered customer-centered design processes?

I'm writing a report that will track how leading companies are rolling out their customer experience design efforts.  I'll be interviewing several design agencies and user companies to find best...

For Customer Experience Professionals

Blog:New And Future Research On Customer Experience Measurement

My colleague Megan Burns and I have just published our new report "Executive Q&A: Customer Experience Measurement" in response to all the great questions we’ve been getting...

For Customer Experience Professionals

Blog:Why It Takes Guts To Do Human-Centered 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...

For Customer Experience Professionals

Blog:New For 2013 — The Forrester Customer Experience Index Award Of Excellence

Last week, we released our sixth annual Forrester Customer Experience Index. This week, we’re introducing something new to go along with the benchmark — an award. From now on, any brand...

Discussion:Customer Experience In The Post-PC Era

For Customer Experience Professionals

Report:The Customer Experience Index, 2013

Benchmarks: The Customer Experience Management Playbook

How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...

• Downloads: 1286
• Comments: 7
• Rating:

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
• Rating:

Discussion:Digital Customer Experience Trends To Watch, 2013

For Customer Experience Professionals

Report:Adapt Business Process Improvement For Customer Experience

Continuous Improvement: The Customer Experience Ecosystem Playbook

Firms that seek to differentiate based on customer experience must transform the way their companies operate. Customer experience professionals have the tools required to guide this transformation,...

• Downloads: 399
• Rating:

For Customer Experience Professionals

Blog:Avoid The "All Listen And No Action" VoC Program Trap

Voice of the customer (VoC) data is alluring. Once you start to collect customer feedback, there's always something more you could be gathering. You think: What else can I learn? What else are...

For Customer Experience Professionals

Blog:Pricing Can Make Or Break The Customer Experience: Find The Issues That Drive Away Your Customers!

Pricing matters when it comes to your customers' experiences and loyalty! You are not quite sure? Let's do a short quiz: Have you ever: Left a rental car counter flabbergasted by the final...

Discussion:What are your CX predictions for 2013?

Ron Rogowski and I are collaborating on a report that will outline Forrester's thoughts on what 2013 has in store for customer experience professionals.But first, we want to know what you think:What...

For Customer Experience Professionals

Report:Banks And Retailers: You Cannot Price Your Way Out Of Bad Customer Experiences

Why Customer Experience Matters More To Loyalty Than Price

Have you ever wondered whether it makes more sense to invest in customer experience or in dropping your prices to improve customer loyalty? We tested the relationship between customers' perceptions...

• Downloads: 211

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
• Rating:

For Customer Experience Professionals

Blog:How Marshalls, Courtyard By Marriott, And Lowe’s Meet Customer Needs

Earlier this week, someone asked me which firms in the CXi do the best job at meeting customer needs. The three top scorers on that criterion were: Marshalls (93%) Courtyard by Marriott (92%)...

For Customer Experience Professionals

Blog:Engaged Employees Do The Right Thing Because It’s The Right Thing To Do

Recently I was on a panel about the impact of cultural change on customer experience. My fellow panelists included Meltem Uysaler, a senior vice president of customer experience for Citi, and...

Discussion:Customer Experience Maturity Assessment

Hello, Harley,We've completed our maturity assessment internally and now have a plan toward achieving maturity (a moving target). One of the 'aha' moments in doing the assessment with a...