Forrester

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: 1277
• Comments: 7
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For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Retention

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2011

Improvements Can Add More Than $1 Billion In Revenue For Wireless Carriers And Hotels

Customer experience professionals must clearly articulate the business benefits of improving customer experience. Years of Forrester data confirm the strong relationship between the quality of a...

• Downloads: 1305

For Customer Experience Professionals

Report:The Customer Experience Index, 2011

Consumers Rate The Customer Experience Across 153 Large US Brands

To assess the state of customer experience in 2011, Forrester asked more than 7,700 US consumers about their interactions with a variety of companies. Based on their responses, we calculated Customer...

• Downloads: 2601

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: 1573

For Customer Experience Professionals

Tool:Change In Satisfaction With Phone Interactions Between 2008 And 2010

For Customer Experience Professionals

Report:Why Your Call Center Needs User-Centered Design

How Focusing On Callers And Agents Can Drive Business Results

Today, user-centered design isn't widely used to improve call center interactions. That needs to change. When applied in the call center, the core activities of a user-centered design process —...

• Downloads: 763

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: 1008

For Customer Experience Professionals

Report:Consumers Are Leery Of Healthcare Video Visits

Today, healthcare remains a largely in-person proposition, but with the advancement of Internet-based videoconferencing technologies, the possibility of healthcare video visits is becoming a reality....

• Downloads: 303

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2012

Business Case: The Experience-Driven Organization Playbook

This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years of...

• Downloads: 2225
• Comments: 2
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For Customer Experience Professionals

Tool:Consumers Are Split On The Main Value Of Video Visits

For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Positive Word Of Mouth

For Customer Experience Professionals

Report:How Does Social Media Contribute To Customer Experience? Let Us Count The Ways

It's Time To Document Best Practices For Social Media And Customer Experience

Social media already plays a role at each step of customers' complex journeys to discover, evaluate, buy, access, use, and get support for products and services. Customer experience professionals...

• Downloads: 1847

For Customer Experience Professionals

Report:Customer Experience Trends: Leaders At FedEx, Time Warner Cable, And USAA Weigh In

A Panel Discussion At The 2010 Customer Experience Forum

Highlights of the Trends In Customer Experience panel at Forrester's Customer Experience Forum 2010 included a debate about the need for a chief customer officer (CCO), a prediction that "Web sites...

• Downloads: 1053

For Customer Experience Professionals

Tool:Most Consumers Would Pay The Same Or Less For A Video Visit

For Customer Experience Professionals

Report:2011 Customer Experience Predictions

What Customer Experience Professionals Need To Know About The Year Ahead

In 2011, the customer experience ecosystem will expand to include a dizzying array of new devices, touchpoints, and physical interactions. The breadth of this emerging ecosystem and the number of...

• Downloads: 1832

For Customer Experience Professionals

Tool:Increase In Three Loyalty Measures With A 1-Point Increase In CxPi Score

For Customer Experience Professionals

Report:How Satisfied Are Consumers With Phone Experiences In 2010?

Consumers Rate Their Satisfaction With Phone Experiences Across 13 Industries

For many companies, the phone is a major channel through which they interact with customers. Forrester surveyed 4,653 consumers to find out how satisfied they were with the phone interactions they...

• Downloads: 720

For Customer Experience Professionals

Report:How Satisfied Are Consumers With Web Site Experiences In 2010?

Consumers Rate Their Satisfaction With 87 Web Sites Across 13 Industries

Forrester recently asked US online consumers to rate their satisfaction with Web site experiences at companies they've done business with across multiple industries. When the results were tallied,...

• Downloads: 1266

For Customer Experience Professionals

Tool:Assumptions Used As Inputs For The Customer Experience Revenue Model

For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Future Purchases

For Customer Experience Professionals

Tool:Consumer Satisfaction With Phone Experiences At 69 Companies

For Customer Experience Professionals

Tool:Consumers Are Reluctant To Consider Video Visits

For Customer Experience Professionals

Report:The Customer Experience Index, 2012

Benchmarks: The Experience-Driven Organization Playbook

This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

• Downloads: 2787
• Rating:

For Customer Experience Professionals

Tool:Better Customer Experience Drives Millions In Revenue Benefit Across Industries