Forrester

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...

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For Customer Experience Professionals

Tool:Consumers Mostly Initiate Chat Interactions

Discussion:Finding the balance between CustSat & Fraud Mgmt while delivering great CX

We might all agree the balance has shifted in favor of the customer quite some time ago.  We are all seeking innovative and unique ways to deliver an outstanding customer experience in order to...

Discussion:iPad vs. iPhone experiences - what's the difference?

I have been talking to a number of companies regarding how they think about designing experiences for the iPad vs. iPhone and have also noticed some companies recently publicizing the launch of their...

For Customer Experience Professionals

Client Inquiry:Measuring Customer Experience Quality

What are some of the metrics companies use to measure whether or not they are delivering "good" experiences?

Discussion:Do you use focus groups for CX?

I'm wondering if anyone uses focus groups specifically for customer experience (not for marketing or product development).IF SO, how do you use them? What do you see as the primary benefits?IF NOT,...

For Customer Experience Professionals

Report:A Market Researcher's Introduction To The Future Of Online Customer Experience

The types of devices people use to connect to the Web are proliferating. Portable devices are rapidly getting more powerful, and as a result, the tradeoff between mobility and capability is...

• Downloads: 1009

Discussion:Just for fun: what movie best represents a day in the life of a customer experience professional?

To add some levity to a very busy time of year, feel free to share the  movie that best represents your job as a customer experience professional.I'll start with one suggestion:The RockStuck in the...

For Customer Experience Professionals

Blog:Social Media Has Transformed Customer Expectations At Every Step Of The Customer Journey

After moving to a new apartment in September, I needed to get a new TV. My first instinct was to gather information from a few sources. I browsed online retailers to get an idea of prices, and I...

For Customer Experience Professionals

Report:Call Center Experiences Leave Consumers On Hold For Something Better

Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries

Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news? The...

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For Customer Experience Professionals

Client Inquiry:What Are Quantifiable Benefits From Voice Of The Customer Programs?

I am looking for quantifiable benefits received by retail banks from implementing a voice of the customer program. Some areas I am looking for may include: revenue growth, product cross-sell uplift,...

For Customer Experience Professionals

Tool:Consumers Who Didn't Find The Info They Needed Were More Dissatisfied

Discussion:The Customer Experience Index, 2013

Hi Megan,Can you explain which companies are used in the survey for customers to choose to rank? For example a company was used in 2012 and ranked #2, now in 2013 they were not event mentioned.

For Customer Experience Professionals

Tool:Grade The Maturity Of Your Company's Customer-Centric Culture

For Customer Experience Professionals

Tool:Test Your Customer Experience Strategy

For Customer Experience Professionals

Report:Improve Your Digital Customer Experience

Executive Overview: The Digital Customer Experience Improvement Playbook

Today's multichannel customers demand better experiences than they get from firms that design underperforming one-off touchpoints. Faced with an expanding ecosystem of legacy websites, mobile sites,...

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For Customer Experience Professionals

Tool:A Formula For Estimating The Size Of A Call Center Spike As A Result Of Change

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: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:Challenges to starting a VOC program

Interested in hearing what peoples insights/experiences into the difficulties of starting an online VOC program can be.  Where should a VOC program be headquartered?  Marketing?  Customer Service?...

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:Want Loyalty? Improve Your Call Center Customer Experience

Call Center Satisfaction Ties To Loyalty Across 11 Industries

Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly with...

• Downloads: 826

For Customer Experience Professionals

Client Inquiry:Can You Provide A List Of Online Survey Solution Providers?

We currently use the Key Survey tool and internal resources to monitor website satisfaction. This process has been in place since 2006 with little change. We are considering outsourcing this process...

Discussion:Planning A Co-Creation Workshop? Sweat The Details

For an article that emphasises on the importance of details, I would've liked to see more details about the execution of a co-creation workshop. e.g. sample exercises that help participants relax,...

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...

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