john_dalton

On just about anyone’s shortlist of companies that deliver unique, high-quality experiences, you’ll be sure to find Virgin. And this year, the iconic brand opened its first hotel in the US — a 250-room property located in the Chicago Loop. How does Virgin Hotel live up to the high standards set by other Virgin businesses? […]

At last, it’s spring. Even here in Boston, the bloom is on the forsythia — finally. And that means it’s time to announce the confirmed list of speakers for our biggest event of the year: Forrester's Forum For Customer Experience Professionals in New York (CXNYC), June 16th and 17th. We’ve got a doozy of a show […]

The quality of a customer experience is determined by its ability to serve customers across three fundamental dimensions – what Forrester calls ‘The Three E’s of Customer Experience:’ Effectiveness – customers get value from the experience. Ease – customers get value without difficulty. Emotion – customers feel good about the experience. Many of our industry […]

In the airline industry, Southwest is no stranger to customer experience accolades. In fact, it consistently earns top marks on Forrester’s Customer Experience Index compared to other carriers – offering enjoyable and easy experiences that meet customers' needs. It will be a pleasure to hear directly from Southwest’s Managing Director of Customer Strategy and Development, […]

Thinking you know your customers will no longer cut it when it comes to delivering a top-notch customer experience. To create the most compelling differentiated experiences, firms not only need to know their customers but also understand what their customers care about most.  Siqi Chen, Heyday cofounder and CEO, gets this. The "effortless journaling" app goes […]

It’s with great pleasure that I announce the agenda for Forrester's Forum For Customer Experience Professionals in Anaheim, CA, on November 6 & 7. We’re mixing things up this year — new formats for speakers, new hands-on, activity-based workshops in addition to track sessions, and a stellar gallery of guest speakers. And we’ve wrapped all of […]

My wife and I have finally reached the last phase of a lengthy and complex home renovation project. To make sure that the new stairwell gets installed with the least risk of personal injury (descending the stairs first thing in the morning, in the dark, before coffee, and before the banister has been completed — not […]

Recently I witnessed a bit of design magic. I was reviewing some research with a customer experience colleague who suddenly realized that he’d left some notes on his laptop, which was tethered to his desk. Knowing that he just started using Evernote, I suggested he sign into his account on his iPhone (which never leaves […]