customer experience
Customer experience is a key driver of loyalty, satisfaction, and revenue. Mastering it is a complex and ever-changing proposition. Forrester’s insights aid organizations to succeed with customer experience.
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Insights
Blog
Experience Research and Design Leaders: Use Forrester’s New Model To Assess Your Organization’s Maturity
In the realm of experience research and design, achieving organizational maturity is an ongoing process of evolution and refinement. Leaders must transcend reactive, ad-hoc management of their teams to embrace a systematic, data-informed approach that emphasizes responsible, strategic scale. Learn how seasoned leaders manage their organizations through the lenses of five pillars—Purpose, People, Practice, Process, […]
Blog
Slash The Hidden Costs Of Your Customer Surveys
Nearly all CX measurement and VoC efforts use customer surveys. But your surveys are costlier than you think. Obvious costs include the budget for a tech vendor you use to send and analyze surveys or incentives for customers.
Get Ahead With 2025 Predictions Alerts
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Blog
B2B Firms Win By Putting Customer-Obsession Vision Into Action
Forrester’s State Of Customer Obsession Survey, 2024, shows a common thread among B2B companies that reach the highest level of customer obsession: They commit to putting the vision into action and never stop.
Blog
Get Ready For GenAI Chatbots: The State Of Conversational AI
Talk about change! As we approach the two-year anniversary of the announcement of OpenAI’s launch of GPT-3.5, conversational AI has been reinvented to incorporate generative AI (genAI) to take advantage of the many ways that this technology can make self-service applications smarter. Previously, the conversational AI tools used to create chatbots and intelligent virtual agents […]
Blog
What To Do With The New Customer Experience Management Standards
In recognition of CX Day 2024, Bain & Company, in collaboration with Kantar and Qualtrics, released a new set of global standards for customer experience teams. Will they help CX teams resolve their challenges?
Blog
The Future Of Banking: By 2030, Banking Will Be Invisible, Connected, Insights-Driven, And Purposeful
In the rapidly evolving financial landscape, banks are facing challenges that require them to adapt and innovate. But amidst all these changes, the importance of trust remains constant. Trust is the foundation upon which successful banking relationships are built, and it will continue to be a crucial factor in shaping the future of the industry. […]
Blog
Forrester’s Green Consumer Segmentation For 2025
There is no single green or sustainable consumer. Values and attitudes vary greatly within the same age group or across different countries. Learn about Forrester’s recently updated green segmentation for 2025 in this preview of a new report.
Blog
Enhance User Confidence In Digital Experiences To Build Trust
Customers’ task completion is a measure of success for many companies, but to create a good user experience, it is just the bare minimum. There is more to consider for creating good, fulfilling experiences. Learn key practices to enhance user trust and confidence in digital experiences.
Blog
CX Platforms For Healthcare Transform Engagement From Transactional To Trustworthy: Key Takeaways From The Forrester Wave™
Healthcare providers and health insurers are exhausted from point-solution fatigue. Narrow focus on the “digital front door” in healthcare has yielded some success on customer acquisition but left much to be desired on the trust frontier. To earn trust, healthcare organizations (HCOs) must create value with customers. To create value, HCOs need to curate personalized […]
Blog
Improving CX Can Drive More Than One Billion Dollars In Revenue (2023)
Improving CX can have enormous financial upside. Learn how to capture it for your organization.
Blog
Not Talking About A Revolution: GenAI Is An Evolution For Customer Feedback Management
You’d be forgiven if you assumed tools like ChatGPT will quickly replace the need for customer feedback management solutions. Indeed, large language models excel at summarizing unstructured text like customer feedback collected in survey verbatims and customer service calls. In reality, customer experience (CX) pros need to temper their expectations. The risks and effort required […]
Blog
What Does Good Research Look Like? Three Hallmarks Of Successful Customer Research
Having conversations with clients and learning from their experiences often yields new perspectives on familiar topics. We know that research must have a clear objective, be actionable, and be aligned with business goals, but is there more to consider? What does “good” research look like?
Revive Your CX Outcomes With Strategic 2025 Budget Planning
Watch our 2025 budget planning webinar to learn where to prioritize your budget allocations to reverse CX declines and bolster core competencies.
Blog
European Leaders: Align Budget Planning To Accelerate Performance In 2025
Upbeat budget expectations for 2025 will serve European leaders well, but placing the right bets will be critical to securing a competitive edge. Read a few of our top recommendations.
Blog
Fifteen Common B2B Customer Advisory Board Mistakes
Learn where customer advocacy programs can fall short — and how B2B marketers can keep the focus on value.
Blog
How To Nudge Consumers Toward Environmental Sustainability
Behavioral science aims to develop a deep understanding of human decision-making in context. It helps explain customer mental models and why people don’t always act the way they say they do. This is especially important when it comes to environmental issues: Many consumers would like to adopt greener behaviors but struggle to do so due […]
Blog
The Future Of Consumer Use Of Generative AI
How Will Consumers Engage With Generative AI In The Future? As my colleague Audrey Chee-Read summarized in a recent blog post, consumer adoption of generative AI (genAI) with brands will happen unnoticeably. As new AI-powered products in everyday technology devices like smartphones and laptops increase, genAI will simply blend in as a native feature. As […]
Blog
AI And The Green Market Revolution Will Intertwine
While AI has huge potential to mitigate the environmental crisis, the technology that powers AI has a huge impact on climate change and water resources. Learn how the futures of AI and the green market revolution are intimately linked and how they will both become invisibly embedded into our daily lives.
Overhaul Core Competencies With Your 2025 CX Budget
Download our 2025 Planning Guide for CX leaders to learn how to allocate your 2025 budget to reverse CX declines and boost quality.
Blog
Consumer Spending Trends And What They Mean For Your Brand
My colleague Jitender Migliani and I have just published a report (Consumer Spending And The Economy Grow Despite Persistent Pessimism) based on the H2 2024 US macroeconomic trends and consumer behavior data that we’ve collected and analyzed. This report aims to shed light on the economy’s trajectory over the past year, its continued direction in […]
Blog
Your Personas Are Outdated: It’s Time To Evolve Your Approach
Personas are foundational and seemingly simple, yet deceptively challenging. Learn what it takes to create effective ones.
Podcast
How GenAI Will Transform The Contact Center
Generative AI (genAI) holds tantalizing potential for contact centers, but turning that potential into reality will require overcoming some hurdles. How should contact center leaders get started? Senior Analyst Christina McAllister provides insight on What It Means.
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