Forrester

For Customer Experience Professionals

Report:Mobile Interactive Design Agencies Emerge

Look To Specialists For Niche Skills In Mobile Experience Design

Companies increasingly see the need to offer differentiating mobile experiences. However, they struggle to find the skills and support they need to deliver useful and usable mobile services that make...

• Downloads: 409

For Customer Experience Professionals

Client Inquiry:What Are The Top Five Best Practices In Onboarding?

What are the top five best practices in onboarding that lead to a positive customer experience?

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

Client Inquiry:What Is Forrester's View On Applying Consumer Decision Journey Maps To Marketing?

What is Forrester's point of view on applying consumer decision journey learning to marketing, in particular media planning?

For eBusiness & Channel Strategy Professionals

Report:Strategic Staffing For Mobile eBusiness

As mobile adoption increases, eBusiness and channel strategy professionals are challenged to determine how these devices integrate with their existing sales and service channels. It is imperative...

• Downloads: 354
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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: 255

For Customer Experience Professionals

Client Inquiry:What Are Some Best Practices In Creating An Internal Site?

Our team is brainstorming ways to upgrade our internal site, and we are curious to know if there are any best practices in this area. Specifically, is there analysis on desired features and...

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: 1848

For Customer Experience Professionals

Report:Interactive Design Agency Overview, 2012

Tools And Technology: The Digital Customer Experience Improvement Playbook

Selecting the right interactive design vendor is a complex and stressful task. The splinternet — an explosion of digital touchpoints across an array of proprietary platforms — makes that...

• Downloads: 633
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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: 1017
• Comments: 1
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For Customer Experience Professionals

Report:How To Get Value From Customer Journey Maps

Companies Share Best Practices For Using Journey Maps Effectively

This report describes best practices for using journey maps to drive improvements in customer experience. Customer journey maps are foundational tools that support companies' efforts to improve...

• Downloads: 838
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For Customer Experience Professionals

Report:What To Look For When Hiring Consultants To Help With Customer Journey Maps

Companies tell us that they're interested in using customer journey maps as tools to analyze and communicate their customers' perspectives on the interactions they deliver. Creating and using...

• Downloads: 310
• Comments: 3
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For Customer Experience Professionals

Blog:Healthcare Customer Experience Insight At Forrester's Customer Experience Forum — Wednesday, June 27th — New York, NY

I'm excited that I'll be spending time with Forrester clients next week at Forrester’s Customer Experience Forum 2012 East. On the second day of the forum (Wednesday, June...

For Customer Experience Professionals

Report:Tools For Mastering The Customer Experience Ecosystem

Processes: The Customer Experience Ecosystem Playbook

To make meaningful customer experience improvements, organizations need to align their customer experience ecosystems. That requires understanding customers' deep needs, viewing interactions from the...

• Downloads: 428
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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: 375

For Customer Experience Professionals

Report:The State Of The Art Of Personas

Personas Have Evolved To Support Differentiated Customer Experience Design In The Age Of The Customer

Personas offer a proven solution for a common design challenge: Keeping the end user in mind during all phases of design, development, and testing. Recently, shortsighted firms have wrongly dismissed...

• Downloads: 766
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For Customer Experience Professionals

Blog:Interactive Design Agencies In Europe — Please Report Your Capabilities In Forrester's 2012 Online Survey

Once again, I'm going to write an overview of the European interactive design agency market to help Forrester clients identify design agencies to help them with their projects in Europe. The...

For Customer Experience Professionals

Client Inquiry:Website Design RFP Process: How Do You Select An Agency?

Thanks for taking the time to inform us on how best to structure the request for proposal (RFP) process for website redesign projects. We are looking to understand if it's better to hire an agency to...