Forrester’s Outside In Awards are inspired by our recent book on customer experience, Outside In: The Power of Putting Customers at the Center of Your Business. They recognize organizations that excel at the practices needed for planning, creating, and managing a great customer experience. Awards are presented annually in June at Forrester's Customer Experience Forum in New York City.
And the winners are:
And the finalists are:
Forrester conducts the Outside In Awards to demonstrate that customer experience discipline is essential for business success – regardless of industry; celebrate organizations that are leading the way; and highlight best practices to instruct other organizations.
Strategy: A plan that guides the activities and resource allocation needed to deliver an experience that meets or exceeds customer expectations.
Customer Understanding: The set of practices required to create, maintain, and share a clear, consistent, and accurate picture of target customers and the experiences they want.
Design: A problem-solving process used to determine the exact characteristics of customer interactions. Design is also a mindset that embraces concepts like divergent thinking, iteration, and collaboration.
Measurement: The set of practices required to measure customer experience quality metrics on an ongoing basis across the entire enterprise, and the use of that data to drive continuous improvement.
Governance: How a company directs and controls the design and delivery of its customer interactions.
Culture: A system of shared values and behaviors that focus employee activity on improving the customer experience.
2012 winners: Barclaycard US, Cisco Systems, and Vanguard.
2011 winners: Adobe Systems, Fidelity Investments, and JetBlue Airways.
2010 winners: American Express, CDW, and Dell.
2009 winners: Experian, Progressive, and Vanguard.
Strategy: the First Step Towards Creating A Great Customer Experience
Customer Understanding: Do You Really Know What Your Customers Want And Need?
Design: Because Great Customer Experiences Don't Happen By Accident
Measurement: How To Quantify The Quality Of Your Customer Experience
Culture: Why Your Company Needs Customer-Centric DNA
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