Forrester

For Customer Experience Professionals

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

For Customer Experience Professionals

Report:Lessons Learned From The 2011 Voice Of The Customer Award Winners

A Look Inside The VoC Practices At Adobe, Fidelity, And JetBlue

This year, Forrester recognized three winners of its annual Voice Of The Customer Awards: Adobe Systems, Fidelity Investments, and JetBlue Airways. Each firm had its own unique practices. Adobe...

• Downloads: 784

For Customer Experience Professionals

Tool:Results Of Brand Action Reviews Across 14 Sites In Three Industries

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2010

What A Higher Customer Experience Index Score Can Do For Revenue

To help customer experience professionals prove the business value of a better enterprise customer experience, we built simple models that show how revenue increases when a company's Customer...

• Downloads: 1581

For Customer Experience Professionals

Tool:Increase In Three Loyalty Measures With A 1-Point Increase In CxPi Score

For Customer Experience Professionals

Tool:Key Elements Of Fidelity's VoC Program

For Customer Experience Professionals

Tool:Men, Gens X And Y, And Higher-Income Consumers Are More Willing To Travel For Care

For Customer Experience Professionals

Report:Europe 2010: Fixing Known Usability Problems Pays Off

Web site design case studies and consulting projects provide convincing evidence that when European companies fix known Web site usability problems — like those in Forrester's Web Site User...

• Downloads: 262

For Customer Experience Professionals

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

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2012

Business Case: The Experience-Driven Organization Playbook

This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years of...

• Downloads: 2276
• Comments: 2
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For Customer Experience Professionals

Tool:Forrester's Web Site Brand Experience Review Criteria And Scoring

For Customer Experience Professionals

Tool:Overall Results Of Brand Reviews Across 14 Sites In Three Industries

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2013

Business Case: The Experience-Driven Organization Playbook

Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and loyalty. We built three simple models to estimate the impact customer experience...

• Downloads: 222
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For Customer Experience Professionals

Tool:Average Scores By Question For Brand Action Reviews

For Customer Experience Professionals

Report:How Satisfied Are Consumers With Phone Experiences In 2010?

Consumers Rate Their Satisfaction With Phone Experiences Across 13 Industries

For many companies, the phone is a major channel through which they interact with customers. Forrester surveyed 4,653 consumers to find out how satisfied they were with the phone interactions they...

• Downloads: 722

For Customer Experience Professionals

Report:Why Your Call Center Needs User-Centered Design

How Focusing On Callers And Agents Can Drive Business Results

Today, user-centered design isn't widely used to improve call center interactions. That needs to change. When applied in the call center, the core activities of a user-centered design process —...

• Downloads: 769

For Customer Experience Professionals

Tool:Assumptions Used As Inputs For The Customer Experience Revenue Model

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: 2825
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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: 1429
• Comments: 7
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For Customer Experience Professionals

Tool:Results Of Brand Image Reviews Across 14 Sites In Three Industries

For Customer Experience Professionals

Tool:Most US Online Consumers Won't Travel Abroad For Medical Care

For Customer Experience Professionals

Tool:Consumer Satisfaction With Phone Experiences At 69 Companies

For Customer Experience Professionals

Report:Call Center Experiences Leave Consumers On Hold For Something Better

Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries

Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news? The...

• Downloads: 675
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For Customer Experience Professionals

Report:How Companies Improved Their CXi Scores, 2012

Forrester spoke to leaders at brands whose Customer Experience Index (CXi) scores went up appreciably in 2012. Our goal was to understand what drove those customer experience improvements. The...

• Downloads: 673
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For Customer Experience Professionals

Report:A Market Researcher's Introduction To The Future Of Online Customer Experience

The types of devices people use to connect to the Web are proliferating. Portable devices are rapidly getting more powerful, and as a result, the tradeoff between mobility and capability is...

• Downloads: 1015