Forrester

For Customer Experience Professionals

Blog:You Are In The Customer Experience Business, Whether You Know It Or Not

Customer experience is fundamental to the success of every business. For most companies, in fact, customer experience is the single greatest predictor of whether customers will return — or...

For Customer Experience Professionals

Blog:Why Health Insurers Can’t Fix Claims And Benefits Self-Service Through Design Alone

Over the years, I have worked with dozens of health insurers on the usability of their member self-service sites. The sites have admittedly gotten better over the years — easier navigation,...

Discussion:Customer Experience and CxO stability

I was speaking to a group about Customer Experience and got a question I couldn't answer (other than an unsupported guess).  Specifically, to what extent does C-Suite volatility affect a Customer...

For Customer Experience Professionals

Blog:Beyond CRM: Managing Customer Experiences

Well-intentioned customer relationship management (CRM) efforts that focus on internal processes and objectives have largely failed to serve the most important stakeholder: the customer. Business...

For Customer Experience Professionals

Blog:Announcing Forrester's 2012 Voice Of The Customer Award Winners

We just announced the winners of Forrester’s 2012 Voice Of The Customer Awards (VoC) at our Customer Experience Forum this afternoon. We received roughly 40 nominations, and yet again, we...

Discussion:How should an organization change their customer experience strategy to engage Gen Y?

We had quite a lively discussion at our #CXO chat a few weeks ago with regards to this: http://bit.ly/ldkDxc We all agreed Gen Y was important, would love to hear your thoughts on strategy!

For Customer Experience Professionals

Blog:Top 10 Ways To Improve Your Digital Customer Experience

Digital touchpoints such as websites, mobile phones, or tablets can drive revenue, lower costs, build brands, and engender customer loyalty. This shouldn’t be new news to anyone...

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...

Discussion:Executive Q&A: Net Promoter For Customer Experience Professionals

Great intro to NPS, clear and balanced, properly put in context

For Customer Experience Professionals

Blog:Now More Than Ever, Firms Need Frameworks For Managing Global Online Standards

I’ve recently had several conversations with companies that are looking to improve how they standardize online experiences around the globe. It’s something I’ve been helping firms...

For Customer Experience Professionals

Blog:When A Customer Experience Ecosystem Fails

Oh, look what came in the mail yesterday: The order I tried desperately to cancel last week. But, no, UPS dropped it off, and the packing slip said nicely, “Thank you for your order! We are...

Discussion:Director of Insights (credit union) - any job descriptions?

Hi there,One of our CX clients is creating a Director of Insights position for a credit union.  This role, reporting directly to the CMO, will head up all Market and Marketing Insights, Product...

For Customer Experience Professionals

Blog:Chief Customer Officer (CCO) Roundtable On CX Maturity

“Customer experience (CX) maturity” was the topic of Forrester’s recent chief customer officer (CCO) roundtable meeting. Based on a recent report by Megan Burns called...

For Customer Experience Professionals

Blog:Join Us At Customer Experience Forum West In Los Angeles, November 14-15, 2012!

Our Forum For Customer Experience Professionals in Los Angeles is just four weeks away — and we have some exciting news! First, our final lineup of external speakers is confirmed. All of...

For Customer Experience Professionals

Blog:Customer Experience Leaders Obsess Over Customer Needs

Last week, I took you through the top scorers in this year’s Customer Experience Index by industry. But 13% of customer experience professionals said that they aim to differentiate across...

Discussion:The Customer Experience Index, 2011

Thanks, Megan. The findings of this report demonstrate that a positive customer experience can yield a significant increase in sales. We know customer experience is playing a significant role in...

Discussion:What is a representative sample size for cx surveys?

to all the market resarch experts ;-)We are currently analysing our customer satisfaction via eMail - a random sample out of our customer base. But as our response rate is really low (from 20000 sent...

Discussion:What qualitative customer research techniques are you using?

I’m preparing for my forum speech titled “Crafting Your Customer Research Plan” at Forrester's Customer Experience Forum 2011. In the speech, I plan to highlight how qualitative research techniques...

For Customer Experience Professionals

Blog:How To Build A Customer-Centric Culture

Building a customer-centric culture is occupying the minds and activities of a lot of companies that I’m talking with lately. This is great, because culture is the difference between going...

For Customer Experience Professionals

Client Inquiry:Customer Mapping Vendors

There are several companies that do consumer mapping/journey work as well as make reference to nonlinear journey maps. Does Forrester have examples of nonlinear maps and/or vendor recommendations?

For Customer Experience Professionals

Blog:Forrester’s New Book, Outside In, Is Released Today!

My coauthor, Harley Manning, and I are thrilled to announce that our new book, Outside In: The Power Of Putting Customers At The Center Of Your Business, is released today! We encourage you to...

For Customer Experience Professionals

Blog:Forrester’s Voice Of The Customer Awards 2011 – Nomination Period Begins March 25th

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:A Few Clips About Strategy From The Customer Experience Forum

Around 51% of customer experience leaders say that the lack of a customer experience strategy is their biggest barrier to their efforts. That's like being a music conductor who tells...

For Customer Experience Professionals

Blog:Southwest Fares ONLY Available On Southwest.com

Many you have probably read that Forrester believes that online experiences of the future will be: customized by the end user, aggregated at the point of use, relevant to the device and to the...

Discussion:Which US Consumers Are Healthcare eVisit Early Adopters?