Forrester

For Customer Experience Professionals

Report:Case Study: Aetna Drives Consumer Engagement Through Its Member Cost Estimator Tool

As health insurance plans get more complex and members' responsibility rises, insurers struggle to meet members' needs for accurate plan- and member-specific cost estimates for medical services. In...

• Downloads: 409

Discussion:Has Anyone Measured Direct Business Value From Customer Experience in Healthcare?

Yesterday I was involved in a discussion with customer experience professionals from several health insurers and a hospital system.  One of our topics of conversation was proving the business value...

For Customer Experience Professionals

Tool:Customer Journey Map Self-Assessment Tool

For Customer Experience Professionals

Report:Executive Q&A: Customer Experience Design

The right customer interactions, implemented the right way, don't just happen. Instead, they must be actively designed. This requires learning — and then sticking to — the steps in a...

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Discussion:Splash Pages vs Log off (Sign off) Pages

Does anyone have any information or data out there that discusses how log off pages are more effective than intrusive splash pages?I'd appreciate any referrals!Mark Middlebrook

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

Report:How Rogers Communications Unified Its Approach To Customer Experience Measurement

In just 18 short months, customer experience professionals at Rogers Communications (Canada's largest telecommunications company) developed and gained support for a new customer experience...

• Downloads: 415

For Customer Experience Professionals

Blog:Employees Are Customer Experience Pros’ Best Weapon

If you called American Express a few years ago to report a lost credit card, you got the card cancelled right on the spot. If it appeared under the couch a few minutes later, you were out of luck....

Discussion:At which steps in the customer journey do you use social media most?

In my recent report (How Does Social Media Contribute To Customer Experience? Let Us Count The Ways), I pointed to examples of companies that are using social media to improve customer experiences at...

For Customer Experience Professionals

Tool:VoC Program Self-Assessment Tool

For Customer Experience Professionals

Report:How To Map Your Customer Experience Ecosystem

Assessment: The Customer Experience Ecosystem Playbook

Customer interactions are shaped by a complex set of interdependencies that Forrester calls the customer experience ecosystem. In order to make significant and long-lasting customer experience...

• Downloads: 626

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. ...

Discussion:What is a representative sample size for cx surveys?

to all the market resarch experts ;-)We are currently analysing our customer satisfaction via eMail - a random sample out of our customer base. But as our response rate is really low (from 20000 sent...

Discussion:The Four Essentials Of Effective Web Site Intercept Surveys

Nice article, Andrew. From an CxP / research practice point-of-view, what's your recommendation regarding the moment of launching the intercept? At entrance to the site, on departure/exit, during a...

For Customer Experience Professionals

Blog:Voice Of The Customer Programs Need A Better Business Story

More than half of companies say that they have voice of the customer (VoC) programs in place today, and many others say that they’re planning to establish programs within the next year....

For Customer Experience Professionals

Blog:When It Comes to Total Returns, Customer Experience Leaders Spank Customer Experience Laggards

Whenever I talk about the business impact of customer experience, there’s one thing that always grabs people’s attention. It’s an analysis done by Jon Picoult of Watermark...

For Customer Experience Professionals

Blog:An Experience With An American Express HERO

Ever since I signed my daughter up for a frequent-flier program, she's been receiving at least one credit card offer from American Express every week. Problem is, she's 2. It's unnerving...

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:Avoid The "All Listen And No Action" VoC Program Trap

Voice of the customer (VoC) data is alluring. Once you start to collect customer feedback, there's always something more you could be gathering. You think: What else can I learn? What else are...

For Customer Experience Professionals

Blog:Business-To-Business Companies: What’s Your Reason For Ignoring Business-to-Consumer Customer Experience Practices?

It disappoints me when customer experience (CX) professionals at business-to-business (B2B) companies won’t even consider CX practices from business-to-consumer (B2C) companies. Sure, B2B firms...

For Customer Experience Professionals

Blog:You Need Your Customer More Than Your Customers Need You

Customers today have more choices than ever. Not only that, they have more information about those choices than ever. And they can get that information anytime, anywhere, and on whatever device they...

For Customer Experience Professionals

Blog:Strategy Should Guide Learning From Voice Of The Customer Programs

Listening to customers through a well-established voice of the customer (VOC) program is critical. However, without a customer experience strategy rooted in a company strategy, it’s easy for a...

Discussion:Innovative Customer Experience Strategies

This was one of the most practical articles on the topic of customer experience applications I have read.

For Customer Experience Professionals

Blog:The Business Impact Of An Outside-In Perspective At Sprint

Sometimes a CEO takes the reins at a company that’s in such great shape, I can’t help thinking, “Wow, it must be great to be that guy!” And then there’s Dan Hesse, CEO...

For Customer Experience Professionals

Blog:Harvard Business Review Feature On Creating A Customer-Centered Organization

Harvard Business Review (HBR) is currently running a month-long feature on its blog called Creating a Customer-Centered Organization.  We’re thrilled that HBR is focusing on this topic, as...