Forrester

For Customer Experience Professionals

Report:How Chief Customer Officers Orchestrate Experiences

Organization: The Customer Experience Ecosystem Playbook

Forrester collected and analyzed data about chief customer officers (CCOs) to understand who they are, where they came from, what companies appoint them, and what they do for their firms. This year,...

• Downloads: 366
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For Customer Experience Professionals

Report:Better Customer Experience Correlates To Higher Net Promoter Scores

Credit Card Companies And Wireless Service Providers Benefit From Higher Net Promoter Scores Through Better Customer Experience

Net Promoter Score (NPS) is a wildly popular tool for assessing customers' likelihood to recommend a company's product or service. As valuable as NPS can be, by itself, the "one number you need to...

• Downloads: 528
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For Customer Experience Professionals

Report:How Customer Experience Change Agents Transform Culture

Building A Customer-Centric Culture

Changing from a product-centric company to a customer-centric company requires a cultural transformation. This is no small task. That's because transformation involves changing the beliefs and...

• Downloads: 433
• Comments: 1

For Customer Experience Professionals

Report:Customer Experience Maturity Assessment

Assessment: The Experience-Driven Organization Playbook

Forrester's customer experience maturity framework outlines the 40 essential practices companies must perform in order to design, implement, and manage customer experience in a disciplined way....

• Downloads: 747
• Comments: 3
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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: 236
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For Customer Experience Professionals

Report:Contextualization

Delivering Relevant Experiences In The Multichannel World

Firms want to deliver the right experience to the right user at the right time and on the right device — a tricky proposition in this age of device proliferation. The splinternet — and...

• Downloads: 434
• Comments: 2
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For Customer Experience Professionals

Report:Case Study: Emirates Uses Customer Journey Maps To Keep The Brand On Course

Journey Mapping Enables A Diverse Global Airline To Lift Quality Of Service While Growing Rapidly

Emirates is one of the world's fastest-growing airlines and positions itself as a lifestyle brand, setting high expectations for service quality in a competitive market. As Emirates expanded rapidly,...

• Downloads: 254

For Customer Experience Professionals

Report:Design Enjoyable Experiences Now

Enjoyment is one of the best possible outcomes of any customer experience. But the majority of firms can barely design a useful, usable experience, much less a pleasurable one. Recent advances in the...

• Downloads: 433
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For Customer Experience Professionals

Tool:Measurement Maturity Assessment

For Customer Experience Professionals

Report:Reinvent Customer Experience

Road Map: The Customer Experience Ecosystem Playbook

Nearly 75% of customer experience leaders say their firms' goal is to differentiate on the basis of customer experience. Despite that aspiration, only 3% of companies succeed in delivering an...

• Downloads: 676

For Customer Experience Professionals

Report:Pricing Matters For Customer Experience Professionals!

Why Customer Experience Professionals Need To Have A Seat At The Table When Their Companies Make Pricing Decisions

Customers consciously or unconsciously judge pricing as part of their experiences with a company. Pricing both sets expectations for an experience and affects perceptions and recollections of that...

• Downloads: 263
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For Customer Experience Professionals

Playbook:The Experience-Driven Organization Playbook

Transform To An Experience-Driven Organization

Companies see substantial business benefit when they systematically hunt down and eliminate customer experience problems. But eventually they need to stop doing business in ways that create those...

For Customer Experience Professionals

Report:Develop Your Digital Customer Experience Strategy

Strategic Plan: The Digital Customer Experience Improvement Playbook

This report is an update to "How To Develop Your Digital Customer Experience Strategy" originally published on July 13, 2011. Companies need a digital customer experience strategy to ensure that they...

• Downloads: 1878

For Customer Experience Professionals

Report:How Are Digital Customer Experience Teams Structured?

Organization: The Digital Customer Experience Improvement Playbook

This report is an update to "How Are Digital Customer Experience Teams Structured?" originally published on September 30, 2011. To understand how digital customer experience teams are changing to...

• Downloads: 1107

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: 373

For Customer Experience Professionals

Report:Scenario Design Unifies The Splinternet Customer Experience

Vision: The Digital Customer Experience Improvement Playbook

Companies have historically failed to meet the needs of their customers in individual channels. As customers increasingly engage with multiple channels in pursuit of a single goal, companies need to...

• Downloads: 778
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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: 3080

For Customer Experience Professionals

Report:Executive Q&A: Customer Experience Governance

Many firms want to differentiate on the basis of customer experience. To reach that goal, they must first define an experience that's truly differentiating and then deliver that experience...

• Downloads: 250

For Customer Experience Professionals

Report:How Consumers Complain About Poor Service

Time To Get Serious About Social Voice Of The Customer

Most consumers have gotten poor service at some point in the past year. Among that group, the vast majority told friends or family about their disappointing experiences. To understand the causes of...

• Downloads: 868

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: 1310
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For Customer Experience Professionals

Tool:Strategy Maturity Assessment

For Customer Experience Professionals

Report:The State Of Customer Experience Management, 2013

Landscape: The Customer Experience Management Playbook

Customer experience management (CEM) is top of mind for many companies as they kick off 2013. This report sheds light on the current state of CEM, using data we collected from our Customer Experience...

• Downloads: 490
• Comments: 2
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For Customer Experience Professionals

Tool:Customer Understanding Maturity Assessment

For Customer Experience Professionals

Client Inquiry:What Methodology Did Forrester Use To Rank The Winners Of The VoC Awards?

What methodology did Forrester use to rank the winners of the VoC Awards?

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: 412
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