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

Report:Why Customer Experience, Why Now?

Business Case: The Customer Experience Ecosystem Playbook

This report is an update to "Why Customer Experience? Why Now?" originally published on October 4, 2011. We've entered the age of the customer — an era where a focus on customers matters more...

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For Customer Experience Professionals

Blog:Advice From Effective Voice Of The Customer Leaders

Every year, the Voice of the Customer (VoC) Awards process gives my fellow judges and me the opportunity to explore the inner workings of the day’s best VoC programs. I’ve already...

For Customer Experience Professionals

Client Inquiry:Multichannel Integration And Personalization

Who at Forrester leads the practice around multichannel integration and personalization? Specifically, I'm looking for help with two things: 1) a case study on someone who does phone and Web...

For Customer Experience Professionals

Report:The State Of VoC Programs, 2012

VoC Programs Are Developing But Still Don't Deliver Enough Value

Companies use voice of the customer (VoC) programs to collect and analyze customer feedback, make customer experience improvements, and track the results of those improvements. In order to assess how...

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Discussion:How are you using social to inform and support your customer experience initiatives?

At this year's Forrester Customer Experience Forum, Zach Hofer-Shall discussed the importance of social media in today's world and how it's reached a point where it can no longer be ignored - even by...

For Customer Experience Professionals

Client Inquiry:Patient-Provider Portal In Healthcare

What (current and potential) features do patients/providers want to have in a patient-provider portal? How are these features ranked? What do patients/providers look for in their...

Discussion:How are you empowering your employees to offer customers great customer experiences?

At this year’s Forrester Customer Experience Forum Jim Bush at American Express spoke about the importance of empowering your employees and providing them with the necessary tools and information...

For Customer Experience Professionals

Blog:Worst Online Chat Ever!

In October, Ron Rogowski provided a couple of excerpts from one of our colleague's online chat with her cable and Internet provider. But this chat session was so bad that I couldn't resist...

For Customer Experience Professionals

Report:Digital Customer Experience Trends To Watch, 2013

Landscape: The Digital Customer Experience Improvement Playbook

Digital touchpoints support an increasingly large percentage of the overall customer experience. 2012 saw the emergence of several important digital customer experience trends that will gain momentum...

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Discussion:Europe 2010: How Much Will Your Web Site Metrics Improve?

I think within the constraints of the format, this paper does as much as it can. One question I would have is around site changes that have an adverse affect on numbers - this is possibly data that...

For Customer Experience Professionals

Blog:Help Us Benchmark "Social Maturity"

We recently embarked on a Forrester-wide research project to benchmark the use of social technologies across enterprise organizations led by my colleague Sean Corcoran. Why is this important? Well,...

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

Report:Pricing Matters For Customer Experience Professionals!

Why Customer Experience Professionals Need To Have A Seat At The Table When Their Companies Make Pricing Decisions

Customers consciously or unconsciously judge pricing as part of their experiences with a company. Pricing both sets expectations for an experience and affects perceptions and recollections of that...

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For Customer Experience Professionals

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

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

Tool:The Disconnect Between Companies And Employees

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

Report:How American Express Empowers Call Center Employees To Deliver Great Customer Experience

A Report From Forrester's Customer Experience Forum 2010

American Express listens to its employees. At Forrester's Customer Experience Forum 2010, Reena Panikar, vice president and business leader of American Express' Customer Service Center in Fort...

• Downloads: 794

Discussion:How do you overcome barriers to developing and implementing a digital customer experience strategy?

If you attended Forrester's Customer Experience Forum earlier this week, you may have attended a track session called "Fundamentals Of Digital Customer Experience Strategy" where we offered a point...

For Customer Experience Professionals

Blog:Nine Ways To Reward Employees To Reinforce Customer-Centric Behaviors

The only way your company will differentiate based on customer experience is if the culture of your organization aligns closely with the brand promise to customers. Zappos CEO Tony Hsieh puts it in...

For Customer Experience Professionals

Report:Website User Experience 2010: Australian Wireless Carriers

Forrester Applies Its Website User Experience Review Methodology To Australia's Five Largest Mobile Phone Carriers

To test how well Australia's wireless carriers serve potential customers through their websites, Forrester tested the online user experience of the five largest: 3, Optus, Telstra, Virgin Mobile, and...

• Downloads: 189

For Customer Experience Professionals

Blog:Outside In Holiday Promotion (Part Two) — Book Giveaway!

Our book giveaway contest is over and our 10 randomly selected winners are: Holly S. from Fannie Mae Arshad F. from Mobrise  Thomas Z. from CIO2020.com Juha-Pekka H. from P&C Insurance...

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

Client Inquiry:How Are Healthcare Companies Responding To And Using Social Media?

What is Forrester's take on how healthcare companies have responded to the rise of social media? How will healthcare companies gain traction in the social media space? What are good and the bad...