Forrester

For Customer Experience Professionals

Tool:A Formula For Estimating The Size Of A Call Center Spike As A Result Of Change

For Customer Experience Professionals

Blog:Q&A With David Shapiro, VP Of Member Experience For Medicare And Retirement, UnitedHealth Group

There is a staggering amount of customer experience work going on in the healthcare industry these days. From providers (the docs), to pharma companies and payers (health insurers), everyone is...

For Customer Experience Professionals

Blog:CEO As Chief Customer Officer

In preparation for our upcoming Customer Experience Forum in New York at the end of June, I’ve been having phone discussions with our speakers and their people. Yesterday Robinette Dixon from...

For Customer Experience Professionals

Blog:How The “Most Improved” Companies Raised Their Customer Experience Game Last Year

Every year in January, Forrester publishes its Customer Experience Index (CxPi), which reports how customers rate their interactions with major companies. We learn a lot from studying leaders in...

For Customer Experience Professionals

Tool:Measurement Maturity Assessment

For Customer Experience Professionals

Tool:Factors For Estimating The Length Of A Call Center Spike As A Result Of Change

For Customer Experience Professionals

Blog:Healthcare, The Supreme Court, And Customer Experience: What It Means

The Supreme Court decision upholding virtually all of the Patient Protection and Affordable Care Act (AKA “Obamacare”) shifted a balance for customer experience professionals in the...

For Customer Experience Professionals

Blog:Stop Watching The Stock Ticker And Start Improving Customer Experience

As an avid personal investor I’m often appalled by cable shows that report on the markets as if they were non-stop sporting events. Seriously, how many people care how the NASDAQ or the Dow are...

For Customer Experience Professionals

Blog:Designing A Great Customer Experience In The Age Of Irrational Customers

Recently we’ve seen a lot of interest in the emotional aspects of customer experience by some of the smartest practitioners we know — chief customer officers. There’s a reason for...

For Customer Experience Professionals

Blog:Every Parent’s Worst Nightmare: How United’s Culture Failed Its Customers

You’re at home when your phone rings. It’s your child’s summer camp calling to tell you that she never arrived. No one knows where she is. Make your gut churn? Yes, if you’re...

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:When Should You Favor Customer Experience Over Profits? Never!

Last month, I was in Europe with a group of customer experience professionals from various divisions of the same large company. Although their expertise was at varying levels, no one was clueless,...

For Customer Experience Professionals

Blog:The Chief Customer Officer For The Financial Services Company With The Best Customer Experience

One of the challenges in putting together Forrester’s Customer Experience Forum is that we have a very limited number of main-stage speaker slots. And that’s frustrating because as the...

For Customer Experience Professionals

Blog:NFL Owners Just Learned A Lesson About Bad Customer Experience. Did You?

I’m not the biggest NFL fan in the world, but now that I live in Boston, I follow the Patriots. I think it’s actually a requirement of citizenship. And I do have a passing interest in...

For Customer Experience Professionals

Tool:Strategy Maturity Assessment

For Customer Experience Professionals

Blog:Your Guide To Video Highlights Of Forrester’s Customer Experience Forum, 2011

Over the past few weeks, Paul Hagen, Kerry Bodine, and I have been posting our takes on Forrester’s Customer Experience Forum, 2011. We’ve included video of moments we like from 10 out of...

For Customer Experience Professionals

Blog:Hurricane Sandy Scorecard: NSTAR 1, Verizon 0

Like millions of Americans who live along the Eastern seaboard, my family got hit by Hurricane Sandy. Now don’t get me wrong: Compared with residents of New York, New Jersey, and several other...

For Customer Experience Professionals

Tool:Governance Maturity Assessment

For Customer Experience Professionals

Report:Customer Experience Maturity Assessment

Assessment: The Experience-Driven Organization Playbook

Forrester's customer experience maturity framework outlines the 40 essential practices companies must perform in order to design, implement, and manage customer experience in a disciplined way....

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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

Blog:Does Your Company Have A Customer Experience Strategy? No, Really

Here’s a typical conversation we have with businesspeople when trying to gauge the level of customer experience maturity at their company: Forrester analyst: “Do you have a customer...

For Customer Experience Professionals

Blog:Softbank Acquisition Of Sprint Will Shake Up Customer Experience In The Wireless Industry

Softbank, which owns Japan's third-largest mobile carrier, just announced that it will buy a 70% stake in Sprint Nextel. What exactly will that mean for wireless customers? First, a little...

For Customer Experience Professionals

Blog:Announcing Speakers For Forrester’s Customer Experience Forum East, 2013 – June 25 & 26 in NYC!

I’m excited to finally be able to talk publicly about our CX Forum East in New York at the end of June. The theme this year is “Boost Your Customer Experience To The Next Level.” We...

For Customer Experience Professionals

Blog:Video Highlights From Forrester's Customer Experience Forum East

Thanks to everyone who made our customer experience event a success! That includes both our many industry speakers as well as our terrific, highly engaged audience and sponsors. You rock! On June...

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...