Social Media

Also referred to as Web 2.0, this term describes the convergence between human interaction and Internet-based groundswell technologies such as mobile and video (e.g., Facebook, Twitter, and YouTube, etc.). Research coverage includes user-generated content and rich Internet applications.

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  • Business Process Management
  • Customer Experience

  • For Customer Experience Professionals

    Report:How To Map Your Customer Experience Ecosystem

    Assessment: The Customer Experience Ecosystem Playbook

    Kerry BodineFebruary 26, 2013

    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: 541

  • For Customer Experience Professionals

    Report:Adapt Business Process Improvement For Customer Experience

    Continuous Improvement: The Customer Experience Ecosystem Playbook

    Paul Hagen, Derek MiersJanuary 10, 2013

    Firms that seek to differentiate based on customer experience must transform the way their companies operate. Customer experience professionals have the tools required to guide this transformation,...

    • Downloads: 402
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  • For Customer Experience Professionals

    Charts & Figures:Mature Firms Achieve A Balanced Approach

    Continuous Improvement: The Customer Experience Ecosystem Playbook

    Paul Hagen, Derek Miers
 
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