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If you’ve talked to Forrester about customer feedback management (CFM) solutions in the past year or so, it’s likely you got a two-for-one deal. Boris Evelson and I have increasingly found ourselves co-advising both buyers and vendors about how customer experience (CX) leaders can more effectively analyze customer feedback from a variety of channels. Advanced […]

Whether intentional or not, coercive and deceptive design frustrates customers and erodes trust in the brand. Instead, deliver a great customer experience, and sales (and ensuing trust and loyalty) will follow.