Forrester

For Customer Experience Professionals

Report:The Customer Experience Ecosystem

Vision: The Customer Experience Ecosystem Playbook

Even companies that make customer experience a strategic priority struggle to implement major long-lasting improvements. That's because they fail to connect behind-the-scenes activities to customer...

• Downloads: 3085

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...

• Downloads: 2749

For Customer Experience Professionals

Report:Desirable Online Experiences: Taking Web Sites Beyond Useful And Usable

Consumers are spending more and more time online, seeking out experiences that are relevant, engaging, and personal. However, many Web sites make users struggle to complete simple goals, have little...

• Downloads: 1672

For Customer Experience Professionals

Report:2012 Customer Experience Predictions

What Customer Experience Professionals Need To Know About The Year Ahead

While consumer technology adoption was the impetus for many customer experience efforts in 2011, an increasingly competitive industry landscape, the ever-increasing power of consumers, and a slippery...

• Downloads: 1813

For Customer Experience Professionals

Report:2011 Customer Experience Predictions

What Customer Experience Professionals Need To Know About The Year Ahead

In 2011, the customer experience ecosystem will expand to include a dizzying array of new devices, touchpoints, and physical interactions. The breadth of this emerging ecosystem and the number of...

• Downloads: 1832

For Customer Experience Professionals

Report:Top 10 Ways To Improve Digital Experiences

Processes: The Digital Customer Experience Improvement Playbook

Whenever we ask customer experience professionals how important it is to improve their digital customer experiences, they reply emphatically, "It's critical!" But still firms struggle to identify...

• Downloads: 1563
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For Customer Experience Professionals

Report:2013 Customer Experience Predictions

What Customer Experience Professionals Need To Know About The Year Ahead

Over the past two years, consumer technology adoption and market forces have catapulted the field of customer experience into strategic stature. But it will be years before customer experience is...

• Downloads: 1311
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For Customer Experience Professionals

Report:User Ratings Top Consumers' Online Wish Lists

Expectations For Consumer Electronics, Travel, Banking, And Media Sites

We asked more than 5,000 survey participants to tell us what Web site content and functionality they'd most like to see from four industries: consumer electronics (CE), travel, banking, and media. We...

• Downloads: 1111

For Customer Experience Professionals

Report:The Forrester Wave™: Interactive Marketing Agencies — Web Design Capabilities, Q2 2007

Avenue A | Razorfish, Critical Mass, Organic, and R/GA Lead The Pack

Forrester evaluated the Web design capabilities of leading interactive marketing agencies across 18 criteria. Our analysis identifies Avenue A | Razorfish, Critical Mass, Organic, and R/GA as Leaders...

• Downloads: 851

For Customer Experience Professionals

Report:Tomorrow's Web Design Industry: What Web Site Owners Need To Know Now

Evolving Web Design Service Offerings Will Change Client-Agency Relationships

The Web design industry is undergoing a period of rapid change — and over the next 12 to 18 months, a new kind of agency will emerge from today's fragmented array of Web design providers. These...

• Downloads: 856

For Customer Experience Professionals

Report:Reinvent Your Call Center Culture To Create Amazing Customer Experiences

Focus On Hiring, Training, Incentives, and Metrics

Call centers offer companies daily opportunities to create meaningful connections with customers. When this happens, businesses increase customer loyalty and generate incremental revenue. But...

• Downloads: 1287

For Customer Experience Professionals

Report:What Consumers Want On Bank Web Sites

Forrester asked more than 5,000 online consumers about the content and functionality they'd most like on a variety of industry Web sites. In this document, we take a closer look at what consumers...

• Downloads: 923

For Customer Experience Professionals

Report:How To Hire The Right Interactive Agency

What Every Client Should Know Before Issuing An RFP For Web Design Work

The interactive agency selection process is tough. Narrowing the field from hundreds of potential players to just one partner can be a daunting task — one that can make or break a Web exec's...

• Downloads: 875

For Customer Experience Professionals

Report:What Consumers Want On Travel Web Sites

Forrester asked more than 5,000 online consumers about the content and functionality they'd most like on a variety of industry Web sites. In this document, we take a closer look at what consumers...

• Downloads: 833

For Customer Experience Professionals

Report:Service Design Creates Breakthrough Customer Experiences

A Recap Of The Service Design Network 2010 Conferences

The 2010 Service Design Network conferences in Europe and the US highlighted organizations that achieved a higher level of customer experience through design innovation. Examples spanned industries...

• Downloads: 714

For Customer Experience Professionals

Report:Want Loyalty? Improve Your Call Center Customer Experience

Call Center Satisfaction Ties To Loyalty Across 11 Industries

Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly with...

• Downloads: 828

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: 764

For Customer Experience Professionals

Report:User Experience Salaries Are On The Rise

Results From The Usability Professionals' Association's 2007 Salary Survey

More than 900 US-based user experience (UX) professionals — including information architects, usability practitioners, and interface designers — responded to the 2007 salary survey that...

• Downloads: 392

For Customer Experience Professionals

Report:Taking In-Person Self-Service From Blah To Brilliant

In-Person Self-Service Moves From Dull Kiosks To Engaging Interactions

While most digital channels have experienced significant innovations over the past few years, in-person self-service still focuses on the same appliance that's been around for more than three...

• Downloads: 537

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: 667
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For Customer Experience Professionals

Report:What Consumers Want On Media Web Sites

Forrester asked more than 5,000 online consumers about the content and functionality they'd most like on a variety of industry Web sites. In this document, we take a closer look at what consumers...

• Downloads: 528

For Customer Experience Professionals

Report:What Consumers Want On Consumer Electronics Web Sites

Forrester asked more than 5,000 online consumers about the content and functionality they'd most like on a variety of industry Web sites. In this document, we take a closer look at what consumers...

• Downloads: 497

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: 541

For Customer Experience Professionals

Report:The Emerging Technologies That Matter Most To Interactive Agencies

We asked 15 of the largest interactive marketing agencies in North America to tell us which emerging technologies will have the greatest impact on the future of their design practices. Agencies named...

• Downloads: 370

For Customer Experience Professionals

Report:Firms Aren't Ready To Design For Desirability

Self-Assessments Show Lack Of Rigor In Design Processes And Poor Site Quality

Companies need to design Web sites that are not only useful (offer value) and usable (provide easy access to value) but also desirable (appeal to emotions). To find out how prepared firms are to take...

• Downloads: 385