Author Insights


CX Q&A with Blaine E. Hurst, Chief Transformation Officer, Panera

john_dalton June 4, 2015
Panera, the fast-casual restaurant chain, is completely transforming itself — from its back-office systems right down to the menu items. There are new services — including catering and table service — and there’s even a new kind of staff member, known as an “expo,” to double-check the accuracy of the firm’s new customizable orders and […]

CX Q&A With Raul Leal, CEO, Virgin Hotel Group

john_dalton May 21, 2015
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? […]

Announcing The Speakers For Forrester’s CX Forum In New York, June 16th And 17th

john_dalton May 2, 2015
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 […]

Q&A with Rodney Prezeau, SVP, Affluent Client Experience, Charles Schwab

john_dalton November 3, 2014
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 […]

Q&A With Ryan C. Green, Managing Director Customer Strategy And Development, Southwest Airlines

john_dalton October 17, 2014
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, […]

Q&A With Siqi Chen, Cofounder And CEO, Heyday

john_dalton October 6, 2014
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 […]

Announcing The Speakers At Forrester’s Forum For Customer Experience Professionals West, 2014 — November 6-7 in Anaheim, CA

john_dalton August 27, 2014
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 […]

Designing Experiences That Surprise And Delight

john_dalton October 28, 2013
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 […]

The Magic Behind A Well Designed Mobile Experience

john_dalton September 4, 2013
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 […]