Customer Experience Strategy
A strong customer experience strategy can pay dividends to your bottom line. But orchestrating across a complex enterprise is easier said then done. Read insights on establishing and implementing a CX strategy.
Discover how Forrester supports customer experience leaders.
How Creative Commerce Fuels Loyalty Across The Customer Lifecycle
From streaming services to ice cream, creative commerce is revolutionizing commerce by integrating all phases of the buying cycle. Learn how on this week’s What It Means with VP, Principal Analyst Jay Pattisall and Principal Analyst Kelsey Chickering.
Paid Loyalty Programs Pique Premium Interest
Premium loyalty programs charge a fee for access to membership or a program tier. These can be one-time fees (REI — $30 once for a lifetime) or monthly/annual fees (Amazon Prime, Walmart +). In recent weeks, we’ve seen several new premium loyalty programs or tiers announced: Sweetgreen announced a two-tiered program in April with a […]
Avoid Choosing The Wrong CX Beacon Metric
Attend our May 17 webinar to learn how to use a four-step process to evaluate and choose a CX beacon metric aligned with business and financial goals.
For B2C Companies, Alignment = Profit
Aligning customer experience, marketing, and digital functions around customer needs fuels growth for B2C companies. VP and Group Director Melissa Parrish explains how to build and rev a B2C customer-obsessed growth engine.
Accelerate Your Digital Transformation Efforts With Insights-Driven Leadership
The "reasons" that digital transformations fail are often just symptoms. Tech leaders need to connect the dots throughout user networks if digital CX transformation efforts are to succeed.
The Right Way To Set CX Metrics Goals
CX pros need help effectively setting goals for the CX metrics that they produce. New Forrester research helps them implement a quantitative approach and avoid common pitfalls in the process.
Meet The Winners Of The Inaugural Customer Obsession Awards
We’re elated to announce the winners of the inaugural Customer Obsession Awards. Meet the Enterprise and Leadership Award winners.
Inside NOAA’s Accelerated CX Transformation
NOAA achieved a CX transformation in two years that usually takes five. Learn how partnering with Forrester accelerated NOAA’s successful CX transformation.
How The NOAA-Forrester Partnership Led To Success With Federal CX — Interview With Tony Wilhelm
In this interview with the NOAA’s Tony Wilhelm, discover how a partnership with Forrester allowed NOAA to fast-track a CX transformation to better serve vulnerable communities.
AI-Powered Rap Song Heralds New, Unprecedented Experiences
If you’ve been an avid follower of emerging technologies or artificial intelligence specifically, the past four months or so have been exhilarating, to say the least. You might have come across this track, “Savages” by French band AllttA, which seemingly features billionaire rap star JAY-Z and is honestly quite a good tune: But JAY-Z was […]
How To Prioritize Customer Journeys
Find recommendations for how to best prioritize journeys, and discover our Customer Journey Prioritization Tool for doing the prioritization work.
Low Measurement Maturity Remains A Challenge For CX Leaders
How effective are customer experience (CX) measurement programs? To answer this question, we fielded our 2022 State Of VoC And CX Measurement Practices Survey among CX professionals responsible for measurement or voice of the customer (VoC) at their organization. You will find the detailed results in our report, The State Of CX Measurement Practices, 2022 […]
Cloud Powers Retail Through The Economic Slowdown
The retail industry was an early adopter of cloud and has continued to expand its use. Learn three key trends from our new report The State Of Cloud In Retail.
Spark, Nurture, And Fire Up Empathy To Drive Innovation
Only 62% of senior executives say that they can put themselves in the shoes of their customers. Learn how to master empathy in this blog post.
Concentrix Acquiring Webhelp: Setting The Stage For A Two-Horse Race In Contact Center Outsourcing
Yesterday, Concentrix announced that it is entering into negotiations to acquire Webhelp for $4.8 billion, with the transaction expected to close by end of year. This is, of course, quite the acquisition! Webhelp is a well-established player in the contact center outsourcing space (especially in EMEA) and will provide Concentrix with the global coverage they’ve […]
Finalists Announced For The Customer-Obsessed Enterprise Award — EMEA
The hard work of customer obsession deserves recognition. Discover the finalists for the inaugural Customer-Obsessed Enterprise Award — EMEA.
Companies Have Agnosia About Experiences
We found that agnosia quite nicely describes what is happening with companies’ efforts around experience. Their inability to identify you as the same individual after having repeatedly interacted with them as a customer and user and employee over a period of time, might cause you to question your sanity when interacting with them.
Announcing The Finalists For The Inaugural Customer Obsession Awards In North America
Meet the finalists for Forrester’s inaugural North American Customer-Obsessed Enterprise Award and Customer-Obsessed Leadership Award.
CX Can Thrive In The Downturn
CX leaders can boost their organization's economic resilience. Find out how in this complimentary report.
B2B Content: Experimentation Means Bold Bets And Cold Sweats
Optimizing the customer experience — a top priority for B2B organizations — requires dramatic improvements to the content engine. To build for the future, organizations will make bold bets, experimenting with AI to deliver contextual, personalized experiences.
Don’t Rely On The Butterfly Effect To Measure Business Value
It is critical for marketers and customer experience pros to align their respective metrics with shared business metrics. Use customer lifetime value alignment to achieve this.
Explore The End Of The Customer Lifecycle At CX APAC 2023
Death. Taxes. The customer lifecycle. Until now, business leaders could count on the inevitability of all three. But no longer. Today’s consumers thrive on novelty, embrace emerging technologies, and expect more from brands. And during the pandemic, businesses proved that they can innovate fast enough to keep up. As both consumers and businesses race forward, […]