Forrester

Discussion:How To Get Value From Customer Journey Maps

For Customer Experience Professionals

Blog:Forrester’s 2013 Global Customer Experience Benchmarking Survey

Calling all customer experience professionals: Do you know about your company’s customer experience priorities and initiatives (or lack thereof)? Do you know what your...

Discussion:Top 10 Ways To Improve Digital Experiences

For Customer Experience Professionals

Blog:Want To Transform Your Customer Experience? Learn More About Service Design

In my keynote at Forrester’s recent Customer Experience Forum, I introduced the audience to the emerging field of service design. Here’s a short video clip in case you missed it: Because...

For Customer Experience Professionals

Blog:Does Your Company Have A Customer Experience Strategy? No, Really

Here’s a typical conversation we have with businesspeople when trying to gauge the level of customer experience maturity at their company: Forrester analyst: “Do you have a customer...

For Customer Experience Professionals

Blog:Bad Reasons For NOT Having A Chief Customer Officer

I recently updated our research on enterprisewide customer experience leaders, who we refer to as “chief customer officers” or CCOs. While they often don’t have that exact title, we...

For Customer Experience Professionals

Client Inquiry:Customer Satisfaction Surveys

We are looking for information on the expected rate of return or the high/low rate of return on customer satisfaction surveys. Is there an average rate of return that can be expected or a high/low...

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:The Best Airline Experience You Haven’t Heard Of Yet

There’s a personal story behind why we invited one of our speakers to be on the main stage at Forrester’s Customer Experience Forum, 2011. A few months back, I had to take a trip from...

For Customer Experience Professionals

Blog:How US Cellular Socializes Its Customer Experience Ecosystem

To get a grip on your customer experience ecosystem, you need to map it, co-create it, and socialize it. In a previous post, I talked about how Fidelity Investments co-creates its customer experience...

Discussion:Accounting methods for CX and UX

For a few years, I've been discussing with clients how they cost account for their projects. My company focusses on User Experience design, a lot of what we do for clients is front end design and...

For Customer Experience Professionals

Client Inquiry:Does Forrester Have Data Around The Benefits Of Delivering Great Customer Experiences?

Does Forrester have data that shows: 1) the relative financial performance of companies that deliver great experiences versus those that get low customer experience ratings; 2) the relative retention...

For Customer Experience Professionals

Blog:Give Your Colleagues Three Compliments For Every Criticism

Teams perform better when they have more positive interactions than negative interactions. Why? Some might assume that teams that perform well have more to be positive about, so they end up having...

For Customer Experience Professionals

Blog:The Holiday Shopping Season Hasn’t Ended Yet: The Chinese New Year Is Coming To Town

We have just celebrated Christmas, but I’m increasingly looking forward to the Chinese New Year as this will be my first time spending the Chinese New Year in China in 12 years!   Reading...

For Customer Experience Professionals

Blog:Q&A With David Shapiro, VP Of Member Experience For Medicare And Retirement, UnitedHealth Group

There is a staggering amount of customer experience work going on in the healthcare industry these days. From providers (the docs), to pharma companies and payers (health insurers), everyone is...

Discussion:Have you worked with an agency on personas & customer journey maps?

Hi all, A member of Forrester's CX Council is looking for examples of what would one provide to an agency (whether it be a digital agency, brand agency or UX agency) to articulate a research need to...

Discussion:Customer Experience Training Programs

We're looking for your suggestions for Customer Experience "Training" Programs. There are a few that are well known, including Zappos, Disney Institute, and Ritz. What other programs have you used or...

For Customer Experience Professionals

Blog:Southwest Fares ONLY Available On Southwest.com

Many you have probably read that Forrester believes that online experiences of the future will be: customized by the end user, aggregated at the point of use, relevant to the device and to the...

Discussion:Measuring NPS through multiple tools

We currently measure NPS as part of our annual relationship survey as well as through a transactional survey.  Do you have any experience with the different approaches and if so is there a drastic...

For Customer Experience Professionals

Blog:Want Free Data About Customer Experience Strategy And Voice Of The Customer? Got A Few Minutes?

Here at Forrester, we run quarterly surveys to find out what customer experience professionals are doing in various areas. This quarter, we’re focusing on customer experience strategy and voice...

Discussion:Customer Experience and Employee Engagement

We all know satisfied/engaged employees are vital to our Customer Experience programs.  This has been verified by a ton of research over the years.  My question is - what are we all doing about it?

For Customer Experience Professionals

Blog:Attention Tech Vendors: You Can’t Sell A Box Of Customer Experience Management

(This post was co-authored by Megan Burns and Andrew McInnes so appears on both of their personal blogs.) Customer experience management (CEM) has become a marketing buzzword for technology vendors...

For Customer Experience Professionals

Blog:Build An Adaptive Customer Experience Ecosystem

The way that firms can deliver value to clients has massively changed. Firms can interact with customers in the context of using products (e.g., think Rosetta Stone and language coaches). In fact,...

For Customer Experience Professionals

Blog:Bring Market Insights Out Of The Shadows

I recently had a discussion with my colleague Richard Evensen about how customer experience (CX) pros draw on the work done by market insights (MI) departments. Our conclusion: In most cases,...

Discussion:Why don't more Chief Customer Officers have customer experience backgrounds?

Here's an interesting fact: When we recently studied the backgrounds of 155 CCOs we found that very few listed customer experience jobs in their resumes. Mostly they had backgrounds that included...