Forrester

For Customer Experience Professionals

Report:Case Study: Aetna Drives Consumer Engagement Through Its Member Cost Estimator Tool

As health insurance plans get more complex and members' responsibility rises, insurers struggle to meet members' needs for accurate plan- and member-specific cost estimates for medical services. In...

• Downloads: 409

For Customer Experience Professionals

Report:Executive Q&A: Customer Experience 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...

• Downloads: 480
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For Customer Experience Professionals

Report:How Rogers Communications Unified Its Approach To Customer Experience Measurement

In just 18 short months, customer experience professionals at Rogers Communications (Canada's largest telecommunications company) developed and gained support for a new customer experience...

• Downloads: 414

For Customer Experience Professionals

Report:How To Map Your Customer Experience Ecosystem

Assessment: The Customer Experience Ecosystem Playbook

Customer interactions are shaped by a complex set of interdependencies that Forrester calls the customer experience ecosystem. In order to make significant and long-lasting customer experience...

• Downloads: 621

For Customer Experience Professionals

Report:Better Customer Experience Correlates To Higher Net Promoter Scores For Banks And Retailers

Investments in customer experience improvements are likely to drive a higher Net Promoter Score (NPS). Forrester tested the strength of the correlation between customer experience quality — as...

• Downloads: 847

For Customer Experience Professionals

Report:Customer Journey Mapping: What Is It For?

Five Firms Describe How Customer Journey Mapping Helps Them

Forrester clients tell us that they're eager to use customer journey maps because they see the documents as ideal tools to analyze and communicate their customers' perspectives on the interactions...

• Downloads: 1039
• Comments: 1
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For Customer Experience Professionals

Report:2012 Customer Experience Predictions

What Customer Experience Professionals Need To Know About The Year Ahead

While consumer technology adoption was the impetus for many customer experience efforts in 2011, an increasingly competitive industry landscape, the ever-increasing power of consumers, and a slippery...

• Downloads: 1821

For Customer Experience Professionals

Report:Scorecard: Application User Experience Review 1.0

This is the working scorecard for Forrester's Application User Experience Review, version 1.0. It evaluates application experiences on mobile and tablet devices as well as desktop, browser, and...

• Downloads: 105

For Customer Experience Professionals

Report:Lessons Learned From The 2011 Voice Of The Customer Award Winners

A Look Inside The VoC Practices At Adobe, Fidelity, And JetBlue

This year, Forrester recognized three winners of its annual Voice Of The Customer Awards: Adobe Systems, Fidelity Investments, and JetBlue Airways. Each firm had its own unique practices. Adobe...

• Downloads: 784

For Customer Experience Professionals

Report:Customer Experience Professionals' Introduction To Enterprise Feedback Management Vendors

Operating a comprehensive voice of the customer program involves complex challenges, such as collecting customer feedback across channels and tailoring reports for diverse internal audiences....

• Downloads: 726

For Customer Experience Professionals

Report:How To Make Your Website More Tablet-Friendly

Tablet sales are booming, and while applications (apps) are all the rage, consumers are still spending more time using browsers on their tablets than they are using apps. That makes sense because...

• Downloads: 756

For Customer Experience Professionals

Report:Innovative Customer Experience Strategies

Strategic Plan: The Experience-Driven Organization Playbook

This report is an update to "Innovative Customer Experience Strategies" originally published on August 22, 2011. It outlines the strategic plan for customer experience professionals planning to...

• Downloads: 2261
• Comments: 1
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For Customer Experience Professionals

Report:How Satisfied Are US Consumers With Online Chat?

Companies are increasingly offering online chat as an interaction channel for customers and prospects. But how successful are those interactions? Of the 18% of consumers who have used chat, most are...

• Downloads: 523

For Customer Experience Professionals

Report:Where To Find Help For Interactive Design Projects In Europe, 2011

European Interactive Agencies Report Their Capacity, Budget, And Industry Capabilities

Companies seeking agency partners in Europe find it challenging to identify the best agencies to meet their needs. To kick-start the vendor selection process, Forrester gathered self-reported data...

• Downloads: 218

For Customer Experience Professionals

Report:Conversations With Customer Experience Leaders: Maersk Line's Jesper Engelbrecht Thomsen

In 2009, Maersk Line asked Jesper Engelbrecht Thomsen, vice president of customer service, to take on the role of improving customer experience enterprisewide. Faced with increasing competition and...

• Downloads: 252

For Customer Experience Professionals

Report:The Chief Customer Officer's First 90 Days

Increasingly, companies appoint a chief customer officer (CCO) to lead the company in orchestrating a differentiated customer experience. But these senior executives must often navigate uncharted...

• Downloads: 810

For Customer Experience Professionals

Report:Mothercare Uses Knowledge Management To Unify Customer Experience Across Touchpoints

Specialty retailer, Mothercare Group, worked with self-service vendor, Transversal, to improve knowledge management across its three key touchpoints — the Web, call centers, and retail stores....

• Downloads: 457

For Customer Experience Professionals

Report:Reinvent Your Call Center Culture To Create Amazing Customer Experiences

Focus On Hiring, Training, Incentives, and Metrics

Call centers offer companies daily opportunities to create meaningful connections with customers. When this happens, businesses increase customer loyalty and generate incremental revenue. But...

• Downloads: 1300

For Customer Experience Professionals

Report:Reviewer's Guide: Website Top 10 User Experience Review 8.0

This document provides guidance on how to score a site experience against the 10 questions in Forrester's Website Top 10 User Experience Review and is intended to be used in conjunction with the...

• Downloads: 65

For Customer Experience Professionals

Report:Assess The Effectiveness Of Your Customer Journey Map

When executed well, customer journey maps can help customer experience professionals plan improvement projects and communicate with employees across their organizations. Unfortunately, journey maps...

• Downloads: 1153

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: 441
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For Customer Experience Professionals

Report:Executive Q&A: Design Personas In 2011

Design personas have become widely used tools for design teams, but the state of persona adoption is uneven. While some companies are still novices, others are seeking ways to optimize their use of...

• Downloads: 536

For Customer Experience Professionals

Report:Lessons Learned From Three Award-Winning Voice Of The Customer Programs

Most large North American companies have voice of the customer (VoC) programs in place. But most programs don't live up to their potential. Forrester's 2010 Voice of the Customer Awards recognize VoC...

• Downloads: 1181

For Customer Experience Professionals

Report:Three Digital Experience Trends To Watch In 2012

Forrester identified three trends from 2011 that will dramatically affect the way companies design and deliver digital customer experiences. This report highlights those trends, the companies that...

• Downloads: 1595
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For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2010

What A Higher Customer Experience Index Score Can Do For Revenue

To help customer experience professionals prove the business value of a better enterprise customer experience, we built simple models that show how revenue increases when a company's Customer...

• Downloads: 1580