Linda Ivy-Rosser
VP, Research Director
Author Insights
Blog
Emotional Quality Of Experiences: The 2022 CX Index Bright Spot
Recently Forrester released the US Customer Experience Index Rankings for 2022 and one prominent message was the fall of CX quality across industries (see Figure 1). However, it also revealed a bright spot - the emotional quality of customer experiences remains consistent. According to the Average US CX Index, 60% of customers expressed they had emotionally positive experiences compared with 62% in 2021 and 60% in 2020.
Blog
Address Technical Debt To Mobilize Innovation
Technology executives face ongoing pressures to mitigate technical debt across legacy applications, devices, and computing infrastructure. Get practical tips for reducing technical debt for efficiency, productivity, and innovation gains.
Blog
Introducing Experience Architecture: An Ecosystem Approach To Customer Obsession
Align your enterprise with your customer and provide a seamless, more intuitive experience.
Blog
Tech Stack Optimization Must Balance Efficiency, Effectiveness, And Innovation
Making smarter decisions about your application portfolio is critical. Learn how a future fit technology strategy can help you reduce, modernize, and redistribute your technology stack.