For Customer Experience Professionals

REPORT: Why And How To Improve Government CX

May 31, 2018 Rick Parrish, Laura Garvin Tramm

The need to upgrade government customer experience (CX) has never been more urgent. Government departments around the world still struggle with substandard experiences — and their poor CX performance hampers mission success. In this report, we reveal the 11 ways that CX quality drives mission success and offer proven advice on how CX professionals at government organizations can take a systematic approach to improving CX.

For Customer Experience Professionals

REPORT: Prioritize CX Investments By Understanding Empowered Customers

A Technographics® 360 Report

May 29, 2018 Anjali Lai, Margaret Rodriguez, Laura Garvin Tramm

Customers approach your brand with unique expectations and motivations that shape their perception of the quality of your CX. Forrester's Empowered Customer Segmentation measures customers' evolving expectations and identifies their core motivations to help brands predict how customers will perceive certain experiences. We applied our segmentation to Forrester's Customer Experience Index data to reveal how customer demands vary by level of empowerment and to help CX pros prioritize initiatives that resonate with their most empowered customers.

For Customer Experience Professionals

REPORT: Drive Business Growth With Great Customer Experience, 2017

The Upside Of Investing In CX For 17 Industries

October 12, 2017 Maxie Schmidt-Subramanian, Dylan Czarnecki, Laura Garvin Tramm

Many customer experience (CX) pros find it hard to show the connection between improving CX and making a business impact. That's why Forrester built models that demonstrate how CX improvements drive growth by increasing customer loyalty. This report shows the growth potential from improving CX for 17 of the industries we cover in Forrester's Customer Experience Index (CX Index™). CX pros can use this data to make the case for investing in customer experience.

For Customer Experience Professionals

REPORT: Read My Lips: Clear Communication Can Mean Billions In Revenue

Improving Customer Communications Creates An Easy And Engaging Customer Experience — And Drives Revenue

July 31, 2017 Faith Adams, Margaret Rodriguez, Danielle Place, Michelle Yaiser, Laura Garvin Tramm

How well your company communicates with your customers has a surprisingly large impact on your brand's overall customer experience. In turn, this outsized influence translates into a revenue impact that can be a game-changer for your bottom line. In this report, we describe how improvements in communication boost CX Index scores and increase revenue by creating a better experience for your customers. We also detail how some CX pros have successfully purged jargon from their customer communications and simplified their messaging to increase clarity and build trust.

For Customer Experience Professionals

REPORT: Drive Revenue With Great Customer Experience, 2017

January 18, 2017 Maxie Schmidt-Subramanian, Dylan Czarnecki, Laura Garvin Tramm

Many customer experience (CX) pros find it hard to show the connection between improving CX and growing revenue. That's why Forrester built models that demonstrate how CX improvements drive revenue growth through increased loyalty. This report shows the revenue potential from improving CX for 13 of the industries we cover in Forrester's Customer Experience Index (CX Index™). CX pros can use this data to make the case for investing in customer experience.