Forrester

For Customer Experience Professionals

Tool:Consumers Mostly Initiate Chat Interactions

For Customer Experience Professionals

Tool:Consumers Who Didn't Find The Info They Needed Were More Dissatisfied

For Customer Experience Professionals

Report:How To Build Your Voice Of The Customer Program

Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. CX pros need to know how good their programs are, how they...

• Downloads: 199

For Customer Experience Professionals

Tool:Overall Results Of Brand Experience Reviews Of Five Top Auto Manufacturers' US Sites

For Customer Experience Professionals

Client Inquiry:Does Forrester Have Updated Website Drop-Off And Abandonment Metrics?

I found a reference to some 2009 research by Forrester that says that people will abandon a website if it takes more than 3 seconds to load a page. Do you know if this has been updated?

For Customer Experience Professionals

Tool:Channel Preferences For Researching, Buying, And Getting Service

For Customer Experience Professionals

Report:How Much Are Companies Spending On Digital Design Projects?

Customer experience professionals had already told us that they were planning many large digital design projects in 2011. This time around, we asked Forrester's Customer Experience Peer Research...

• Downloads: 456

For Customer Experience Professionals

Report:Top Ways To Improve Phone Self-Service Experiences

Few firms want to invest in improving phone self-service. But consumers use automated phone systems regularly and are deeply dissatisfied with what they experience. Our research uncovered four...

• Downloads: 401

For Customer Experience Professionals

Report:Web-Phone User Experience 2010: PC Laptop Manufacturers

Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms

Forrester applied its Web-Phone User Experience Review methodology to the experiences at four large PC laptop manufacturers: Apple, Dell, HP, and Toshiba. The results: Apple came out ahead, but the...

• Downloads: 249

For Customer Experience Professionals

Tool:Most Changes Result In A Significant Lift In Web Site Metrics

For Customer Experience Professionals

Report:Reviewer's Guide: Application User Experience Review 1.0

This document provides guidance on how to score an application experience against the 20 questions in Forrester's Application User Experience Review and is intended to be used in conjunction with the...

• Downloads: 76

For Customer Experience Professionals

Report:Digital Design Projects And Spending, 2012

Customer Experience Professionals Share Plans For Design Tools, Budgets, And Staffing

During the past few years, Forrester has seen tremendous momentum for digital design projects as digital touchpoints proliferate. And the trend held true this year, too: A recent survey of...

• Downloads: 466
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For Customer Experience Professionals

Blog:Forrester’s Voice Of The Customer Awards 2012 — Nomination Period Begins March 5th

It’s that time of year again. We’re already in the midst of planning our annual Customer Experience Forum, and now we’re gearing up to collect and evaluate nominations for our Voice...

For Customer Experience Professionals

Blog:Hear From Outside In Award Winners At Forrester’s Customer Experience Forum On June 25

The nomination period has officially closed for the new Forrester Outside In Awards for customer experience excellence. The companies nominating themselves have done their hard work, and now...

For Customer Experience Professionals

Tool:Key Brand Positioning Elements For Each Auto Manufacturer Brand Site Evaluated

For Customer Experience Professionals

Tool:Results Of Brand Image Reviews Of Five Top Auto Manufacturer Brands' US Web Sites

For Customer Experience Professionals

Tool:Results Of Brand Image Reviews Of Five Top Auto Manufacturer Brands' US Web Sites

For Customer Experience Professionals

Report:Lessons Learned From 1,500 Website User Experience Reviews

Since 1999, Forrester has used its Website User Experience Review methodology to evaluate the user experience of 1,500 websites spanning business-to-consumer (B2C) and business-to-business (B2B)...

• Downloads: 1374
• Comments: 1
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For Customer Experience Professionals

Blog:Announcing Forrester's Outside In Awards

We are pleased to announce that the nomination period has opened for a new Forrester award program: The Outside In Awards! Forrester’s Outside In Awards are inspired by our recent book on...

For Customer Experience Professionals

Blog:Voice Of The Customer Awards 2012 — Deadline Extended To Friday, April 6th!

Good news for those of you requesting extensions: We heard you, and we're extending the deadline for Forrester's Voice Of The Customer Award submissions to Friday, April 6th at 5:00 p.m. ET....

For Customer Experience Professionals

Tool:Overall Results For Tested Wireless Carrier Sites

For Customer Experience Professionals

Report:Reviewer's Guide: IVR User Experience Review 8.0

This is the reviewer's guide for Forrester's IVR User Experience Review 8.0 scorecard.

• Downloads: 30

For Customer Experience Professionals

Blog:Build VoC Support From The Top Down . . . And From The Bottom Up

There’s no question that executive support can make or break a voice of the customer (VoC) program. With an executive (or several) onboard, VoC teams can get the funding and tools that they...

For Customer Experience Professionals

Client Inquiry:Uptime/Availability Statistics For Retail Sites

Are there any uptime/availability statistics for retail sites that Forrester can provide?

For Customer Experience Professionals

Report:Top Ways To Combat Survey Fatigue

Customer experience professionals depend on surveys for their voice of the customer (VoC) and customer experience (CX) measurement programs. But with so many surveys coming at each individual...

• Downloads: 266