TJ Keitt
Principal Analyst
Author Insights
Blog
Key Takeaways From The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020
On December 2, we published “The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020,” which is a continuation of the Forrester customer experience (CX) team’s study of the consulting market that supports CX professionals. These consulting services are critical to CX leaders trying to foster innovation and support CX transformations that help their companies […]
Blog
Build The Case For A Customer Success Management Program Now
Business leaders recognize that there is great value in retaining their best customers. Forrester’s research bears this out: Devoted customers pay price premiums, buy additional services, and help attract other good customers. But how do customer experience (CX) leaders convince executives to invest in the customer success management programs that are focused on value realization? […]
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Brands Built Up Much CX Equity Pre-Pandemic; Here’s How They Can Use It Wisely
According to the US CX Index 2020, leading brands built up a reservoir of CX equity before the pandemic. Here's how they can best capitalize on CX equity.
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Walmart Doubles Down On ‘Save Money. Live Better.’ As It Wants To Help You Shop For Your Next Health Insurance Plan
Recently, Walmart quietly launched Walmart Insurance Services LLC. To better understand and triangulate what this move means for the future of healthcare, a team of Forrester analysts weighed in. Read their takes.
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Your Business Success Depends On Delighting The Right Type Of Customer: Enter The Devotees
Customer experience (CX) professionals must show their executives that good CX is critical to business success, especially in this down economy. Many metrics help CX pros track the quality of those experiences, including customer satisfaction, advocacy, and effort. But these metrics alone don’t tell business leaders whether investments in CX deliver improved business performance. After […]
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The Three Ways Companies Value Customer Success Programs
What kind (or kinds) of value does your company's customer success program deliver to the business at large?
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CX SF 2019: Don’t Claim A Good CX Until Customers Say They’ve Succeeded
You can’t create a good experience if you don’t understand how the customer describes success.
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Introducing The Forrester Wave™: CX Consulting Practices: Experience Strategy And Business Transformation, Q2 2019
“The Forrester Wave™: CX Consulting Practices: Experience Strategy And Business Transformation, Q2 2019” is now live. This 30-criterion evaluation assessed and scored nine prominent consultancies on their abilities to help business leaders link business goals to customer experience (CX) strategy and then execute a plan to transform the business to deliver new and differentiated customer […]
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Introducing Forrester’s B2B Tech Customer Experience Index Methodology
Since 2007, Forrester has helped consumer brands evaluate the experience they deliver to their customers with our Customer Experience Index (CX Index™). This methodology powerfully demonstrates to business-to-consumer (B2C) companies the link between CX and customer loyalty. Business-to-business (B2B) firms can benefit from a similar methodology to assess their emerging CX practices. Using the B2C-oriented […]
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Do You Have The Tools To Make Your Customer Experience Ecosystem Work?
A high-quality customer experience is the result of interactions between people in a network, which Forrester calls a customer experience (CX) ecosystem. As followers of this blog know, what holds that ecosystem together are value exchanges facilitated by an open, collaborative business culture. My colleague Sam Stern laid out how businesses define workers' roles and […]
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Is Your Business Social Enough To Create Great Customer Experiences?
Your customer experience (CX) is the product of the interactions between your employees, partners, and customers within your operating environment. Forrester has labeled this as a customer experience ecosystem. It's important to understand CX ecosystems' two components — the people and the operating environment — for two reasons: People participate in the ecosystem if they get […]
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B2B Customer Experience Professionals: Do You Know Who Your Customers Are?
In April 2015, we started a conversation about what is different between business-to-consumer (B2C) and business-to-business (B2B) customer experience (CX). That early discussion focused on the fact that in B2B scenarios, there isn't one customer; there are multiple stakeholders within a client account whose work depends on interactions with the vendor. Now we're ready to […]
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Can Your Organization Build A Customer Experience To Rival The Cloud-Based Upstarts?
The cloud is not just reshaping how companies provision technology; it's changing customers' experience. A technology platform that is easily scalable for and accessible to the billions of connected devices customers use — PCs, smartphones, tablets, TVs, cars, jet engines, and more — has allowed cloud-services companies to completely reinvent experiences. No one was using […]
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B2B Customer Experience Is Grounded In Collaborative Relationships
On a recent podcast with my colleagues Deanna Laufer and Sam Stern, I was asked about the difference between business-to-consumer (B2C) and business-to-business (B2B) customer experience (CX). My answer is what I believe is the problem that vexes CX professionals trying to establish CX programs in B2B firms: In a given account there isn't one […]
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Social Analytics Can Help You Better Address Customers If You’re Willing To Experiment
*This post was originally posted on the Destination CRM Blog Thanks to digitization and inexpensive storage, businesses can now collect incredible amounts of information on their customers, competitors, and other market factors. But you only profit from this bounty if an employee can find the right data nugget when they need it. And here lies […]
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The Cloud Will Drive Agility Into Your Customer Experience Ecosystem
This past June, Forrester began a conversation about what ails the networks of customers, partners, and employees we call customer experience ecosystems. My colleague Rick Parrish attributed the problems to an unhealthy mix of cumbersome rules, disorganized technologies, and complacent management. The result? Businesses aren't able to leverage those customer, partner, and employee relationships to […]
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You Need Great Employee Experiences To Create Great Customer Experiences
It's easy to get swept up in the power of the digital age, where smart mobile devices and cloud services open the door for new and exciting ways to engage customers. We think a lot about how these technologies will create enticing customer experiences (CX), making these digital touchpoints the face of the brand. I […]
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Agility Must Be At The Core Of Your Customer Experience Ecosystem
This past June, my colleague Rick Parrish alerted customer experience (CX) professionals to a dire problem: Their networks of customers, partners and employees that affect customer experiences are fundamentally broken. Rick’s diagnosis reveals numerous organizational, cultural, and and partnership issues across businesses’ sprawling CX ecosystems. I admit it — this description makes the challenge of […]
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Collaboration Technology Should Be Part Of Your Customer Experience Tool Kit
Businesses invest considerable sums of money with vendors like Box, Cisco, Google and Microsoft for a collection a technology we call collaboration tools. As an analyst, though, the question that has dogged me in watching this space is "why?" As in "what is the actual value a business gets from investing in collaboration technology?" The […]
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Your Technology Reflects The State Of Your Customer Experience Ecosystem, So Plan Accordingly
The business press has come alive over the past few weeks as companies as diverse as Delta, Facebook, and Tesla have publicly declared that they want to own software development for key applications. What should catch your attention about these announcements is the types of software these firms want to control. Delta is acquiring the […]
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