top

Customer Experience Professionals And Groundswell

In GROUNDSWELL: Winning in a World Transformed by Social Technologies, Charlene Li and Josh Bernoff, two of Forrester's top analysts, show businesses how to turn the power of connected customers to their own advantage.

Each interaction between a customer and a company is an opportunity: Firms can either engage the customer, or annoy them. Forrester helps the Customer Experience professional create the engaging experiences that today’s customers have come to demand. Forrester helps you how to craft personas that support an engagement strategy, how to design engaging experiences in both the consumer and business contexts, and how techniques from the product design world can be used to evaluate people’s emotional reaction to digital experiences.

Forrester provides research and consulting on how to more fully understand your customers and their goals. Our reports benchmark user experience, while our Web Site Reviews and Cross-Channel Reviews identify the flaws in your company's channels — and help you fix them. Forrester workshops teach you how to perform these evaluations yourself. We create ROI models and measurement tool evaluations, publish the Web Design Agency Forrester Wave™, and conduct advisory sessions on vendor selection.

Forrester's research for Customer Experience Professionals helps you:

  • Improve the usability of digital interfaces.
  • Assess and select technologies and service providers.
  • Deliver better business results through innovative customer experiences.

We offer a wide range of services for Customer Experience Professionals interested in Social Computing. Below you will find an overview:


Research

We help guide your decisions and actions by giving savvy companies a technology-fueled advantage. We consistently identify and help you exploit important new technologies and their impact on business — and give you the confidence to act.
Please click here for access to relevant research documents related to the Groundswell.


Data

Forrester’s Consumer Technographics™ helps you understand the impact of changing consumer behavior and allows us to deliver consumer and business market intelligence based on a deep understanding of market demand.


Consulting

To customize a company’s approach to adopting social technology, we offer consulting packages based on the POST method outlined in Groundswell and help you develop the most effective social technology strategy for your organization:

  • People. Forrester will create profiles of your target customers leveraging Forrester’s Social Technographics® data.
  • Objectives. Forrester will assist you in defining what business goals you want to accomplish.
  • Strategy. Forrester will help you identify a social technology strategy for how you will accomplish your goals and change your relationship with customers.
  • Technology. Forrester will recommend the most appropriate technology including detailed examples and best practices in and outside your industry.

Please click here to learn more about our consulting offerings.

Community

  • Forums
    Forrester Forums are two- to three-day conferences geared towards executives in Marketing & Strategy roles. Industry leaders and Forrester analysts provide in-depth analysis and winning strategies through keynote speeches, dedicated track sessions, and one-on-one meetings with attendees.
  • Workshops
    Forrester’s Workshops equip you with a skill set that will help you meet your job challenges. These one- or two-day Events are developed and led by Forrester analysts and draw on their research to bring you best practices and analytical insights to help you succeed.
  • Teleconferences
    Occurring daily, our interactive, hour-long Teleconferences include a Web presentation by an analyst on a selected topic followed by an open forum for questions and discussion. Teleconferences keep you up-to-date with technology and market changes, inform you about our hottest research, and allow you to engage in real-time Q&A sessions with Forrester analysts. Replays of Teleconferences are posted to the Forrester Web site within a week of their original air date and are archived and available for download.

Forrester Leadership Boards

Membership in Forrester Leadership Boards is open to a select group of executives from leading companies worldwide. The Boards stimulate business success and fresh thinking through a unique combination of peer networking and Forrester’s forward-looking analysis and professional guidance. Participation in the programs accelerates and improves decision-making and provides increased departmental and personal effectiveness in driving the success of your company.


Get in touch!

Your dedicated team is always available as you explore Forrester’s research, analysts, and data. If you are not already a client, register as a guest to receive a complimentary view of research and other services. We look forward to working with you!