Forrester

For Customer Experience Professionals

Blog:Customer Experience Leaders Obsess Over Customer Needs

Last week, I took you through the top scorers in this year’s Customer Experience Index by industry. But 13% of customer experience professionals said that they aim to differentiate across...

For Customer Experience Professionals

Report:Executive Q&A: Customer Experience Governance

Many firms want to differentiate on the basis of customer experience. To reach that goal, they must first define an experience that's truly differentiating and then deliver that experience...

• Downloads: 249

For Customer Experience Professionals

Report:Don't Fix Customer Experience Problems, Prevent Them

Vision: The Customer Experience Management Playbook

In a recent survey of customer experience professionals, 86% said that their executives hope to differentiate in the marketplace on the basis of their customer experience. Unfortunately, most...

• Downloads: 475

For Customer Experience Professionals

Report:Manage The Customer Experience Project Portfolio

Continuous Improvement: The Experience-Driven Organization Playbook

This report is an update to "Managing The Customer Experience Project Portfolio" originally published on February 12, 2010. When transforming their firms into experience-driven organizations,...

• Downloads: 1347

For Customer Experience Professionals

Tool:Better Customer Experience Drives Millions In Revenue Benefit Across Industries

For Customer Experience Professionals

Tool:The Shape Of Customer Experience Programs In 2011

For Customer Experience Professionals

Report:Executive Q&A: Forrester's Customer Experience Index

To help customer experience professionals get the most from Forrester's Customer Experience Index (CXi) research, we've summarized answers to the 10 most frequently asked questions we get from...

• Downloads: 335

For Customer Experience Professionals

Report:Customer Experience Maturity Defined

Vision: The Experience-Driven Organization Playbook

This report is an update to "Customer Experience Maturity Defined" originally published on September 12, 2011. This report gives customer experience professionals who discover the need to transform...

• Downloads: 2434

For Customer Experience Professionals

Report:The State Of Customer Experience, 2011

Companies Have Lofty Goals But Aren't Doing What It Takes To Reach Them

To assess the state of customer experience in 2011, Forrester surveyed 118 customer experience professionals around the globe. More than two-thirds said that their firms aim to differentiate based on...

• Downloads: 1067
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For Customer Experience Professionals

Report:Enterprise Customer Experience Transformation Consultants

Tools And Technology: The Experience-Driven Organization Playbook

This report is an update to "Enterprise Customer Experience Transformation Consultants" originally published on October 21, 2010. This report provides an overview of the types of technology that...

• Downloads: 1158

For Customer Experience Professionals

Blog:Upcoming Workshop: Transforming Your Firm's Customer Experience (May 11th, New York City)

Lately I’ve noticed a theme in my conversations with customer experience professionals — they’re feeling a bit overwhelmed as to where to start the enterprise customer experience...

For Customer Experience Professionals

Blog:New For 2013 — The Forrester Customer Experience Index Award Of Excellence

Last week, we released our sixth annual Forrester Customer Experience Index. This week, we’re introducing something new to go along with the benchmark — an award. From now on, any brand...

For Customer Experience Professionals

Blog:Enjoyable Experiences Are The First Step To Creating Emotional Connections With Customers

The Holy Grail of customer experience for many firms goes beyond useful and easy to interactions that create an emotional connection with the customer. That’s not easy to do, but step 1 is...

For Customer Experience Professionals

Report:The Customer Experience Index, 2013

Benchmarks: The Customer Experience Management Playbook

How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...

• Downloads: 1286
• Comments: 7
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For Customer Experience Professionals

Client Inquiry:What Are Best Practices For Collecting Employee Suggestions For Customer Experience?

We have a question about voice of the employee as it relates to customer experience: When a company has more than 1,000 customer support staff members, what is the best method for collecting the high...

For Customer Experience Professionals

Blog:How Marshalls, Courtyard By Marriott, And Lowe’s Meet Customer Needs

Earlier this week, someone asked me which firms in the CXi do the best job at meeting customer needs. The three top scorers on that criterion were: Marshalls (93%) Courtyard by Marriott (92%)...

For Customer Experience Professionals

Report:The Customer Experience Index, 2012

Benchmarks: The Experience-Driven Organization Playbook

This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

• Downloads: 2791
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For Customer Experience Professionals

Blog:It's Time To Exercise Your Customer Experience Muscles

I was talking to a client the other day who was very frustrated. She told me that her executives talk about customer experience all the time; they seem “bought in” to the idea that it...

For Customer Experience Professionals

Report:How Four Firms Measure Customer Experience

Performance Management: The Experience-Driven Organization Playbook

This report is an update to "How Four Firms Measure Customer Experience Across The Enterprise" originally published on January 22, 2010. Chief customer experience officers (CC/EOs) need a set of...

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For Customer Experience Professionals

Blog:It's Not Easy Being Easy

Thanks for all your thoughtful responses to last week’s post about why companies fail to meet customer needs. Clearly there’s more work to be done in that department, but for now, I...

For Customer Experience Professionals

Blog:Watch Out…Customer Experience Innovations Can Come From Where You Least Expect Them

Last week I posted some of the most frequently asked questions we get about the Customer Experience Index, 2012. One question I didn’t include but should have is “Who got the highest...

For Customer Experience Professionals

Client Inquiry:Measuring In-Store Customer Experience

How do companies measure customers' experience after visiting a retail store? What methods do companies use to identify, contact, and survey customers after they have interacted with staff in a...

For Customer Experience Professionals

Tool:Change In Satisfaction With Phone Interactions Between 2008 And 2010

For Customer Experience Professionals

Report:The State Of Customer Experience Management, 2013

Landscape: The Customer Experience Management Playbook

Customer experience management (CEM) is top of mind for many companies as they kick off 2013. This report sheds light on the current state of CEM, using data we collected from our Customer Experience...

• Downloads: 482
• Comments: 2
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For Customer Experience Professionals

Report:The State Of Customer Experience, 2012

Landscape: The Experience-Driven Organization Playbook

Because customer experience is a fairly new business discipline, many customer experience professionals aren't sure what to focus on, how to structure their programs, or how the challenges they face...

• Downloads: 1150
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