Forrester

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:How Four Firms Measure Customer Experience

Performance Management: The Experience-Driven Organization Playbook

This report is an update to "How Four Firms Measure Customer Experience Across The Enterprise" originally published on January 22, 2010. Chief customer experience officers (CC/EOs) need a set of...

• Downloads: 3014
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For Customer Experience Professionals

Report:The Customer Experience Index, 2011

Consumers Rate The Customer Experience Across 153 Large US Brands

To assess the state of customer experience in 2011, Forrester asked more than 7,700 US consumers about their interactions with a variety of companies. Based on their responses, we calculated Customer...

• Downloads: 2608

For Customer Experience Professionals

Report:Customer Experience Maturity Defined

Vision: The Experience-Driven Organization Playbook

This report is an update to "Customer Experience Maturity Defined" originally published on September 12, 2011. This report gives customer experience professionals who discover the need to transform...

• Downloads: 2503

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

Report:The Forrester Wave™: Web Analytics, Q3 2007

Buyers Must Choose The Level Of Power And Complexity That's Right For Them

Forrester evaluated the strengths and weaknesses of eight top Web analytics products against 127 criteria. Coremetrics came out as a Leader, with a product suite that balances power, usability, and...

• Downloads: 1748

For Customer Experience Professionals

Report:Customer Experience Predictions For 2009

Five Things Every Customer Experience Professional Should Think About

The definition of what makes a "great" customer experience is constantly changing. To help firms keep up, Forrester identified five things that we expect to influence the definition of customer...

• Downloads: 1579

For Customer Experience Professionals

Report:Websites That Don't Support Customers Waste Millions

Business Case: The Digital Customer Experience Improvement Playbook

This report is an update to "Web Sites That Don't Support Customers' Goals Waste Millions" originally published on February 17, 2010. To understand the effect of poor website usability, Forrester...

• Downloads: 1768
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For Customer Experience Professionals

Report:Three Steps To Better Web Site Performance Metrics

We interviewed measurement specialists at leading companies and interactive agencies to determine how they select the right Web site performance metrics. Through our analysis of their responses, we...

• Downloads: 1418

For Customer Experience Professionals

Report:The Design Guide For Online Customer Reviews

Six Principles For Maximizing The Value Of Customer Reviews

Online customer reviews are a trusted source of product information for consumers — and therefore a potentially valuable sales asset. But many sites do not implement these tools effectively. To...

• Downloads: 1226

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

Report:Need To Cut Costs? Improve The Web Site Experience

When the economy is in trouble, most executives start looking for ways to cut costs from their budgets. Customer experience professionals should take advantage of this situation and promote improving...

• Downloads: 1190

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

Report:Required Registration Lowers Online Conversion Rates

To understand the impact of required registration on conversion rates, Forrester asked US online shoppers what they did last time they were required to register before making a purchase online. The...

• Downloads: 1321

For Customer Experience Professionals

Report:How Much Will Your Web Site Metrics Improve?

To help customer experience professionals estimate how far their Web site metrics are likely to move as a result of improvements in the customer experience, we aggregated data on the impact of more...

• Downloads: 1168

For Customer Experience Professionals

Report:Five Ways To Turn Business Case Presentations From Boring Into "Wow!"

It's Not Just What You Say, It's Also How You Say It

With competition for funding tighter than ever, lack of budget is a major roadblock to many customer experience improvements in 2009. Customer experience professionals need to make their business...

• Downloads: 1128

For Customer Experience Professionals

Report:Three Secrets Of Success For Customer Experience Organizations

Customer Experience Teams Need To Build A Strong Internal Brand

Centralized customer experience organizations play an important role in a company's journey to Experience-Based Differentiation. Forrester examined the inner-workings of several such teams and found...

• Downloads: 1365

For Customer Experience Professionals

Report:How Companies Raised Their Customer Experience Index Scores, 2011

To understand how companies drive customer experience improvement, Forrester spoke to leaders at brands having Customer Experience Index (CxPi) scores that went up appreciably in 2011. We uncovered a...

• Downloads: 1334

For Customer Experience Professionals

Report:How Satisfied Are Consumers With Web Site Experiences In 2010?

Consumers Rate Their Satisfaction With 87 Web Sites Across 13 Industries

Forrester recently asked US online consumers to rate their satisfaction with Web site experiences at companies they've done business with across multiple industries. When the results were tallied,...

• Downloads: 1270

For Customer Experience Professionals

Report:How To Get Funding For Web Site Improvements

Companies are waking up to the importance of the online customer experience. Unfortunately, a lack of funding makes it difficult for many customer experience professionals to improve their company's...

• Downloads: 1025

For Customer Experience Professionals

Report:Manage The Customer Experience Project Portfolio

Continuous Improvement: The Experience-Driven Organization Playbook

This report is an update to "Managing The Customer Experience Project Portfolio" originally published on February 12, 2010. When transforming their firms into experience-driven organizations,...

• Downloads: 1374

For Customer Insights Professionals

Report:Q&A: Five Web Analytics Answers Direct Marketers Must Know

Web analytics data is one of the few pieces of customer data that direct marketers have not yet integrated into their customer databases. This is a missed opportunity for most direct marketers: Web...

• Downloads: 1025

For Customer Experience Professionals

Report:Enterprise Customer Experience Transformation Consultants

Tools And Technology: The Experience-Driven Organization Playbook

This report is an update to "Enterprise Customer Experience Transformation Consultants" originally published on October 21, 2010. This report provides an overview of the types of technology that...

• Downloads: 1187

For Customer Experience Professionals

Report:Bulletproof Your Business Case For Improving Customer Experience

To help customer experience professionals deliver compelling business cases, Forrester has created the Business Case Review Checklist For Customer Experience Professionals. This checklist should be...

• Downloads: 983

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2011

Improvements Can Add More Than $1 Billion In Revenue For Wireless Carriers And Hotels

Customer experience professionals must clearly articulate the business benefits of improving customer experience. Years of Forrester data confirm the strong relationship between the quality of a...

• Downloads: 1314