Forrester

For Customer Experience Professionals

Report:Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up. This...

• Downloads: 283

For Customer Experience Professionals

Report:Who Wants Low Prices Or Good Customer Service?

Examining Four Segments Of Consumers Across 12 Industries

In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of...

• Downloads: 608

For Customer Experience Professionals

Report:The Experiences That Satisfy Consumers, 2009

US Consumers Rate Firms' Web, Phone, And In-Person Interactions

How well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12...

• Downloads: 1315

For Customer Experience Professionals

Report:Use Personas To Design For Engagement

Highlights From A Panel At Forrester's Marketing Forum 2008

At Forrester's Marketing Forum, we held a session with three pairs of agencies and clients that have used personas very effectively. When QVC and Critical Mass redesigned the QVC Web site to create a...

• Downloads: 1239