Forrester

For Customer Experience Professionals

Blog:Engaged Employees Do The Right Thing Because It’s The Right Thing To Do

Recently I was on a panel about the impact of cultural change on customer experience. My fellow panelists included Meltem Uysaler, a senior vice president of customer experience for Citi, and...

For Customer Experience Professionals

Blog:Patient Experience: Personal, Emotional, And Critical

Last week my son, Alex, had reconstructive surgery to repair his torn ACL (the ligament that holds the inside of a knee together). He’s 11 years old. I have to admit that this procedure worried...

For Customer Experience Professionals

Blog:Nine Ways To Reward Employees To Reinforce Customer-Centric Behaviors

The only way your company will differentiate based on customer experience is if the culture of your organization aligns closely with the brand promise to customers. Zappos CEO Tony Hsieh puts it in...

For Customer Experience Professionals

Blog:Outside In Holiday Promotion (Part Two) — Book Giveaway!

Our book giveaway contest is over and our 10 randomly selected winners are: Holly S. from Fannie Mae Arshad F. from Mobrise  Thomas Z. from CIO2020.com Juha-Pekka H. from P&C Insurance...

Discussion:Banks And Retailers: You Cannot Price Your Way Out Of Bad Customer Experiences

For Customer Experience Professionals

Blog:To Survive In The Post-PC World, Device Manufacturers Need To Get Tough

While Google and Microsoft downplay the significance of their Nexus 7 and Surface tablets, the message to their device manufacturers is abundantly clear: If you’re not building devices that...

Discussion:The State Of Customer Experience, 2012

Discussion:Major Voice Of The Customer Trends, 2011

Discussion:Best And Worst Of Website User Experience, 2011

Something sad: The Walmart search for "3D Television" no longer works the way shown above. Usability fail!

For Customer Experience Professionals

Blog:Why Should You Co-Create Your Customer Experience?

Despite professed customer centricity, many firms don’t think to involve customers, employees, or key partners in the experience design process. That’s unfortunate, because this activity...

Discussion:How To Build Your Voice Of The Customer Program

Discussion:Forrester’s 2012 Voice Of The Customer Awards

Got a strong Voice of the Customer program? Willing to share your program’s most innovative characteristics for a shot at some free PR?We’re now accepting nominations for Forrester’s annual Voice Of...

For Customer Experience Professionals

Blog:Announcing Outside In, The Latest Book From Forrester And The Topic Of Our Upcoming Forum In New York

Since October, I've been heads down on a big project. We're all delighted that the project is now at a point where we can talk about it publicly. It's Forrester's next book, titled...

For Customer Experience Professionals

Blog:Seven Steps To Get Started With Customer Experience

While I write frequently about the rise of the chief customer officer within firms advanced enough in their customer experience efforts to consider this kind of executive position, I often get...

Discussion:Best Practices For Launching Site Redesigns

Discussion:B2B Customer & Partner Experience at LA CX Forum

A few months ago our customer experience team ate a bit of our own "dogfood" and held a co-creation session with several of our clients. Our B2B clients loud and clearly stated: "We want more...

Discussion:2013 Customer Experience Job Openings

Moving forward, we will use this space to post incoming job openings related to customer experience. Thanks,Danny SilkForrester Role Associate

Discussion:How Four Firms Measure Customer Experience

For Customer Experience Professionals

Blog:Indoor Venues Are The Next Frontier For Location-Based Services

GPS-enabled smartphones have made location the cornerstone of the mobile experience. Location powers popular smartphone apps such as Foursquare, shopkick, and Yelp; overall, navigation and mapping...

For Customer Experience Professionals

Blog:Improve, Transform, Or Sustain: What’s Your Path To A Better Customer Experience?

If you’re reading this post, there’s probably at least one person in your company (you) who’s already working to improve your customer experience in some way.  That means your...

For Customer Experience Professionals

Blog:Measurement: How To Quantify The Quality Of Your Customer Experience

Despite the fact that measurement is deeply embedded in business functions like finance and IT, companies still struggle with measurement when it comes to customer experience. In fact, I was chatting...

For Customer Experience Professionals

Blog:Take Our Survey About Your Digital Experience Improvement Projects Planned For 2013

It’s time again for our annual survey about all of the digital customer experience improvements, redesigns, and new digital experiences you’re working on this year. Please consider taking...

Discussion:How To Build A Customer-Centric Culture

The most important aspect of a customer-centric culture is getting employees at all level to align around the customer - far easier said than done, right? Last year we conducted some reseach on the...

Discussion:Planning A Co-Creation Workshop? Sweat The Details

For an article that emphasises on the importance of details, I would've liked to see more details about the execution of a co-creation workshop. e.g. sample exercises that help participants relax,...

Discussion:Customer-engaging collaterals - any shining examples?

Hello CX community,I was chatting with a client yesterday who is wondering if anyone out there has ideas or can share examples of customer-facing collaterals that turn around the engagement model -...