Forrester

For Customer Experience Professionals

Report:Top Ways To Combat Survey Fatigue

Customer experience professionals depend on surveys for their voice of the customer (VoC) and customer experience (CX) measurement programs. But with so many surveys coming at each individual...

• Downloads: 266

For Customer Experience Professionals

Client Inquiry:Uptime/Availability Statistics For Retail Sites

Are there any uptime/availability statistics for retail sites that Forrester can provide?

For Customer Experience Professionals

Report:Reviewer's Guide: IVR User Experience Review 8.0

This is the reviewer's guide for Forrester's IVR User Experience Review 8.0 scorecard.

• Downloads: 30

For Customer Experience Professionals

Report:Reviewer's Guide: Application User Experience Review 1.0

This document provides guidance on how to score an application experience against the 20 questions in Forrester's Application User Experience Review and is intended to be used in conjunction with the...

• Downloads: 76

For Customer Experience Professionals

Report:Digital Design Projects And Spending, 2012

Customer Experience Professionals Share Plans For Design Tools, Budgets, And Staffing

During the past few years, Forrester has seen tremendous momentum for digital design projects as digital touchpoints proliferate. And the trend held true this year, too: A recent survey of...

• Downloads: 465
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For Customer Experience Professionals

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

For Customer Experience Professionals

Report:How To Craft User Goals For Expert Evaluations

Expert evaluations test user scenarios and then evaluate the experience based on a set of heuristics. To get the best results from these evaluations, customer experience professionals need to craft...

• Downloads: 189

For Customer Experience Professionals

Tool:Key Brand Positioning Elements For Each Auto Manufacturer Brand Site Evaluated

For Customer Experience Professionals

Report:How Consumers Research, Buy, And Get Service, 2011

Forrester asked consumers about the channels they use when researching, buying, and getting customer service. In-store experiences were the most popular and the most satisfying across activities,...

• Downloads: 885

For Customer Experience Professionals

Tool:Consumers Mostly Initiate Chat Interactions

For Customer Experience Professionals

Tool:Overall Results Of Brand Experience Reviews Of Five Top Auto Manufacturers' US Sites

For Customer Experience Professionals

Tool:Ranges Of Improvement In Common Site Metrics Due To A Better Customer Experience

For Customer Experience Professionals

Report:Top Ways To Improve Phone Self-Service Experiences

Few firms want to invest in improving phone self-service. But consumers use automated phone systems regularly and are deeply dissatisfied with what they experience. Our research uncovered four...

• Downloads: 401

For Customer Experience Professionals

Report:Lessons From Forrester's 2012 Voice Of The Customer Award Winners

A Look Inside The Voice Of The Customer Programs At Barclaycard US, Cisco, And Vanguard

This year, Forrester recognized three winners of its fourth annual Voice Of The Customer Awards: Barclaycard US, Cisco Systems, and The Vanguard Group. Each of the winning voice of the customer (VoC)...

• Downloads: 425
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For Customer Experience Professionals

Report:Reviewer's Guide: Cross-Channel User Experience Review 8.0

This is the reviewer's guide for Forrester's Cross-Channel User Experience 8.0 scorecard.

• Downloads: 26

For Customer Experience Professionals

Client Inquiry:Does Forrester Have Updated Website Drop-Off And Abandonment Metrics?

I found a reference to some 2009 research by Forrester that says that people will abandon a website if it takes more than 3 seconds to load a page. Do you know if this has been updated?

For Customer Experience Professionals

Report:How Satisfied Are US Consumers With Online Chat?

Companies are increasingly offering online chat as an interaction channel for customers and prospects. But how successful are those interactions? Of the 18% of consumers who have used chat, most are...

• Downloads: 518

For Customer Experience Professionals

Report:Web-Phone User Experience 2010: PC Laptop Manufacturers

Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms

Forrester applied its Web-Phone User Experience Review methodology to the experiences at four large PC laptop manufacturers: Apple, Dell, HP, and Toshiba. The results: Apple came out ahead, but the...

• Downloads: 249

For Customer Experience Professionals

Report:Executive Q&A: Voice Of The Customer Programs

This report is an update to "Executive Q&A: Voice Of The Customer Programs" originally published on April 11, 2011. The voice of the customer (VoC) is a critical component of any customer experience...

• Downloads: 573

For Customer Experience Professionals

Client Inquiry:What Methodology Did Forrester Use To Rank The Winners Of The VoC Awards?

What methodology did Forrester use to rank the winners of the VoC Awards?

For Customer Experience Professionals

Client Inquiry:Multichannel Integration And Personalization

Who at Forrester leads the practice around multichannel integration and personalization? Specifically, I'm looking for help with two things: 1) a case study on someone who does phone and Web...

For Customer Experience Professionals

Report:Web Site Brand Experience 2010: Auto Manufacturers

Forrester Applies Its Web Site Brand Experience Review Methodology To Five Top Sites

The multibillion-dollar auto industry features some of the most recognized brand names in the US, like Chevrolet, Ford, Honda, Nissan, and Toyota. But how good is the brand experience offered by...

• Downloads: 494

For Customer Experience Professionals

Report:The Right Website Experience Success Metrics

Performance Management: The Digital Customer Experience Improvement Playbook

This report is an update to "What Are The Right Web Customer Experience Success Metrics?" originally published on July 20, 2011. Good website customer experience metrics fulfill two purposes:...

• Downloads: 1566
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For Customer Experience Professionals

Report:Websites That Don't Support Customers Waste Millions

Business Case: The Digital Customer Experience Improvement Playbook

This report is an update to "Web Sites That Don't Support Customers' Goals Waste Millions" originally published on February 17, 2010. To understand the effect of poor website usability, Forrester...

• Downloads: 1728
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For Customer Experience Professionals

Tool:Results Of Brand Image Reviews Of Five Top Auto Manufacturer Brands' US Web Sites