customer experience maturity
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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
Join Us At CX North America To Keep Your Business Out In Front
At CX North America on June 7-9, we’re going to help customer experience professionals, B2C marketers, and digital business leaders embrace new risks, develop bold customer strategies, and execute faster than you ever thought possible.
Turn 2023 Predictions Into Bold Action
Join us for Predictions 2023 Live to learn how to focus your priorities for success in the year ahead.
Blog
Three Tips For Staffing Your CX Team
We share our top tips for customer experience leaders who need to staff up the CX team at their organization.
Blog
Let’s Discover The State Of Customer Obsession In Government
Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. This means putting customers at the center of strategy, leadership behaviors, and everyday operations — an approach that Forrester calls customer obsession. Most government organizations want to be more customer obsessed. But […]
Blog
“Predictive” Marks A New Era In Customer Experience Management
Forrester has launched a new feature in its FeedbackNow platform that lets brands move into the predictive era of customer experience. Learn more here.
Blog
Winning Executive Support To Establish, Fund, And Scale CX
Discover the critical elements of a CX function that wins executive buy-in and is able to successfully get funding and scale up.
Blog
It’s Time For CX Governance To Grow Up
We’ve just published some new research that talks about better paths to address the key challenges that doomed previous approaches to customer experience (CX) governance. We found that, when CX leaders think about setting up CX governance, they should: Align to the corporate culture. Creating a separate CX governance structure in an organization that already […]
See How CX Is Changing In 2023
Get our Predictions 2023 guide to explore the dynamics that will ensure customer experience success.
Blog
It Takes Hard Data And Soft Power To Ensure CX Success
CX leaders must organize stakeholders enterprise-wide – often without direct authority over the people, process, and technology they need to influence. But how? Get a preview of the CX North America 2021 keynote.
Blog
Go 5D With Forrester’s Advanced CX Prioritization Model
In my earlier posts about customer experience (CX) prioritization, focusing on Forrester’s beginner-level and intermediate-level models, I covered the use of criteria around customer impact, business impact, and (when you get to intermediate) feasibility as a means of determining which CX-related projects you should pursue or put to the side. Moving up to advanced mode […]
Blog
Advanced CX Measurement Programs: Beyond Surveys; Journey-Centric; Proactive
Explore what distinguishes an advanced CX measurement program and how to recalibrate your customer experience measurement strategy to achieve more.
Blog
How To Build A Mature CX Measurement Program
Discover the three stages of building a mature CX measurement program that fuels business success and customer loyalty, and how to get started.
Podcast
The State Of Consumer Trust
Is consumer trust disappearing? Join Senior Analyst Anjali Lai to explore why trust isn’t going away. Instead, it’s being earned in new ways and directed toward new entities.
Got The Right Chatbot Personality For Your Brand?
Join us for a webinar to learn how to design a chatbot personality that engages customers and elevates your brand.
Blog
Five Ways To Ensure Deep Collaboration Between Marketing And CX
CX and marketing can master the new normal by reinventing their relationship with each other. Learn five proven strategies for creating deep and sustained collaboration between CX and marketing.
Blog
Extend The Life Of Your Chatbots By Looking Beyond The Holiday Season
Let’s just get it out of the way at the start of this blog: COVID-19 has remade retail and has forced a rapid shift toward digital customer service interactions. And now the holidays are nigh, and e-commerce seems to be the order of the day (or the “plague year”). To help with this rush of […]
Blog
US Federal CX Eked Out A New High But Still Trails The Private Sector
Federal CX scores increased slightly in the 2020 CX Index. Discover what customers thought of federal agencies from the National Park Service to the IRS in this blog post.
Blog
In 2019, Southwest Had A CX Disaster; In 2020, Its Customers Forgave The Airline — Here’s Why
I predicted that Southwest would recover in the CX Index due to the CX equity it has built with its customers. As it turned out, Southwest not only recovered, it set a new high score for the industry and passed JetBlue to take the top spot among airlines.
Blog
Why CX Prioritization Matters And How To Get Started
A CX prioritization process ensures that resources are used with maximum efficiency and efficacy. Discover how to quickly set up a CX prioritization process.
Get Stakeholders Excited About CX
Turn CX into a standout priority. Learn how in this complimentary webinar.
Blog
Take These Three Steps To Build Your CX Improvement Business Case
Building a successful CX business case requires a strong foundation. Get three best practices here for successfully building your CX business case.
Blog
Q&A On CX Measurement And ROI
Have questions about CX measurement, business cases, and ROI? Get answers in this Q&A.
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