Forrester

For Customer Experience Professionals

Blog:Engaged Employees Do The Right Thing Because It’s The Right Thing To Do

Recently I was on a panel about the impact of cultural change on customer experience. My fellow panelists included Meltem Uysaler, a senior vice president of customer experience for Citi, and...

For Customer Experience Professionals

Blog:The Real “Undercover Boss” — Office Depot’s Kevin Peters

No offense meant to any of the other great speakers at Forrester’s recent Customer Experience Forum 2011, but I have to admit that I had a favorite: Kevin Peters, Office Depot’s...

For Customer Experience Professionals

Blog:Patient Experience: Personal, Emotional, And Critical

Last week my son, Alex, had reconstructive surgery to repair his torn ACL (the ligament that holds the inside of a knee together). He’s 11 years old. I have to admit that this procedure worried...

For Customer Experience Professionals

Blog:Hot Off The Press: Forrester’s Customer Experience Index, 2011

How should you measure customer experience? Is it even possible to measure something that feels as squishy as customer experience? As it turns out, you can measure it, you should measure it, and you...

For Customer Experience Professionals

Blog:Want To Win A Voice Of The Customer Award? Prove Business Impact

Over the past few weeks, I’ve been part of a group that picked the winners of Forrester’s Voice Of The Customer Awards for 2011. I can’t yet tell you the names of the three winners...

For Customer Experience Professionals

Report:Customer Experience Maturity Assessment

Assessment: The Experience-Driven Organization Playbook

Forrester's customer experience maturity framework outlines the 40 essential practices companies must perform in order to design, implement, and manage customer experience in a disciplined way....

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For Customer Experience Professionals

Blog:Announcing Outside In, The Latest Book From Forrester And The Topic Of Our Upcoming Forum In New York

Since October, I've been heads down on a big project. We're all delighted that the project is now at a point where we can talk about it publicly. It's Forrester's next book, titled...

For Customer Experience Professionals

Blog:CEO As Chief Customer Officer

In preparation for our upcoming Customer Experience Forum in New York at the end of June, I’ve been having phone discussions with our speakers and their people. Yesterday Robinette Dixon from...

For Customer Experience Professionals

Blog:Ease Of Use Is Now “A Federal Case” For Mortgage Paperwork

When I was kid, when we thought someone was overreacting, we used to say “don’t make a Federal case out of it!” Maybe people still say this, but I haven’t heard it in a while....

For Customer Experience Professionals

Blog:Q&A With David Shapiro, VP Of Member Experience For Medicare And Retirement, UnitedHealth Group

There is a staggering amount of customer experience work going on in the healthcare industry these days. From providers (the docs), to pharma companies and payers (health insurers), everyone is...

For Customer Experience Professionals

Blog:NFL Owners Just Learned A Lesson About Bad Customer Experience. Did You?

I’m not the biggest NFL fan in the world, but now that I live in Boston, I follow the Patriots. I think it’s actually a requirement of citizenship. And I do have a passing interest in...

For Customer Experience Professionals

Blog:Call Center Customer Experience Transformation At American Express — And THAT'S The Way It’s Done

Last year we published not just one but two reports that featured the outstanding customer experience transformation process that took place in the American Express call centers. The first report...

For Customer Experience Professionals

Blog:You Are In The Customer Experience Business, Whether You Know It Or Not

Customer experience is fundamental to the success of every business. For most companies, in fact, customer experience is the single greatest predictor of whether customers will return — or...

For Customer Experience Professionals

Blog:The Nikon Customer Experience Acid Test

You all know Nikon, which has more than $8 billion in annual revenue and 26,000 employees worldwide. At Forrester’s Customer Experience Forum, 2011, we also got to know David Dentry, general...

For Customer Experience Professionals

Tool:Governance Maturity Assessment

For Customer Experience Professionals

Report:Transform To An Experience-Driven Organization

Executive Overview: The Experience-Driven Organization Playbook

Companies see substantial business benefit when they systematically hunt down and eliminate customer experience problems. But eventually they need to stop doing business in ways that create those...

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For Customer Experience Professionals

Blog:Designing A Great Customer Experience In The Age Of Irrational Customers

Recently we’ve seen a lot of interest in the emotional aspects of customer experience by some of the smartest practitioners we know — chief customer officers. There’s a reason for...

For Customer Experience Professionals

Blog:Customer Experience Disciplines Apply To Small Businesses, Too

I had fun last week speaking with talk show host Jim Blasingame, the “small business advocate.” (In fact, listening to the first segment of the show — embedded below — I was...

For Customer Experience Professionals

Blog:The Best Airline Experience You Haven’t Heard Of Yet

There’s a personal story behind why we invited one of our speakers to be on the main stage at Forrester’s Customer Experience Forum, 2011. A few months back, I had to take a trip from...

For Customer Experience Professionals

Blog:Q&A With Phil Bienert, SVP Consumer Digital Experience, AT&T

It’s amazing to me how many times the telecommunications industry came up as we did the research for our new book, Outside In. From wireless service providers to cable companies, whether in the...

For Customer Experience Professionals

Blog:Would You Trust Your Son's Customer Experience To This Man?

Although he just turned 10, my son is very serious about his finances. And his entire life savings (such as it is — he only gets $3 per week for his allowance) is at Citizens Bank. ...

For Customer Experience Professionals

Blog:Verdict: Samsung Galaxy Is Not Cool. This Is Winning?

An appeals court in the UK just decided that the design of the Samsung Galaxy does not infringe on Apple patents for the iPad. Why? Well, the opinion by Judge Colin Birss concluded that, "They...

For Customer Experience Professionals

Blog:A Great Customer Experience Depends On Customer Understanding

My colleague Andrew McInnes recently wrote a post about the tunnel vision that results when companies rely solely on analytics for understanding customers. By neglecting qualitative research methods...

For Customer Experience Professionals

Blog:Hire The Will, Train The Skill

If you scroll down, you’ll see a link to part two of my appearance on Jim Blasingame’s talk show, The Small Business Advocate. Among other things, in this segment, we talked about one of...

For Customer Experience Professionals

Tool:Strategy Maturity Assessment