Forrester

For Customer Experience Professionals

Tool:Distribution Of Web Site User Experience Review Scores Across 1,387 Sites

For Customer Experience Professionals

Report:Web Design Best Practices From UK Interactive Agencies

Forrester applied its Web Site User Experience Review methodology to 18 sites provided by nine interactive agencies in the UK. While agencies struggled with usability, a number of best practices...

• Downloads: 399

For Customer Experience Professionals

Client Inquiry:Creating Personas That Cater To Regional Differences

If you had to think about creating personas on a European level to share a common understanding of the customer across Poland, Belgium, Spain, Italy, and Portugal, what would you do?

For Customer Experience Professionals

Blog:Customer Journey Mapping Keeps Organizations Focused On Customers' Processes And Needs

“It’s not about what’s your best option. This is your only option” Those were the words of an airline employee in Pittsburgh, following the cancellation of my flight to...

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: 865
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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: 283

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: 1874

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: 316
• Comments: 3
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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: 670
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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:Giffgaff Manages Its Community To Deliver A Great Customer Experience

Social Media Management Gives Control To Members And Builds The Brand

Giffgaff, a low-cost mobile virtual network operator, uses an online community for customer support, sales and marketing, as well as product development functions. To ensure a positive customer...

• Downloads: 386

For Customer Experience Professionals

Report:Executive Q&A: Design Personas In 2011

Design personas have become widely used tools for design teams, but the state of persona adoption is uneven. While some companies are still novices, others are seeking ways to optimize their use of...

• Downloads: 536

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 Customer Experience Professionals

Report:Scorecard: Customer Journey Map Review 1.0

Assess your customer journey map by completing this scorecard.

• Downloads: 76
• Rating:

For Customer Experience Professionals

Report:Executive Q&A: Design Personas And Customer Journey Maps

Design personas and customer journey maps are valuable tools that support companies' tactical design decisions and the high-level strategic goal of progressing toward Experience-Based...

• Downloads: 960

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: 1039
• Comments: 1
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For Customer Experience Professionals

Blog:Calling European Interactive Design Agencies — Do You Want To Get Your Name In Front Of Forrester Clients?

"Where to get help for interactive design projects in Europe?" That's the question I want to answer for customer experience professionals in my next research. To do that, I'm inviting all...

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: 516
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For Customer Experience Professionals

Report:Interactive Design Agency Overview, Europe 2013

Companies doing business in Europe need vendors that can help them differentiate their brands in an increasingly complex digital landscape. As European consumers continue to adopt new digital...

• Downloads: 62
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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: 819
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For Customer Experience Professionals

Report:Demand Better Processes From Your Interactive Agencies

Design Firms Need Disciplined Approaches To Improve Online Experiences

Forrester's evaluations of Web sites and design personas created by the leading interactive agencies in North America and the UK show that agencies struggle to consistently create digital experiences...

• Downloads: 531

For Customer Experience Professionals

Tool:Average Scores For Agency Reference Sites Across Four Categories

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...

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:Mothercare Uses Knowledge Management To Unify Customer Experience Across Touchpoints

Specialty retailer, Mothercare Group, worked with self-service vendor, Transversal, to improve knowledge management across its three key touchpoints — the Web, call centers, and retail stores....

• Downloads: 457