Customer Engagement

New research at Forrester will look into how ambient technologies that extend into our physical context could impact customer and employee experiences.

Déjà bien avant que l’épidémie de coronavirus ne frappe, les recherches menées par Forrester révélaient qu’un grand nombre de consommateurs français s’inquiétaient de l’état de leurs finances personnelles et considéraient la gestion de ces dernières comme une tâche difficile. De fait, un an avant la crise, un quart des consommateurs français interrogés déclaraient se sentir […]

This blog post was translated by Corrado Loreto. Una nostra recente ricerca ha dimostrato che, ancor prima della pandemia di Covid-19, i consumatori italiani stavano affrontando molteplici difficoltà finanziarie ed erano preoccupati per la loro generale situazione finanziaria. Per capire come la pandemia sta influenzando le finanze e i comportamenti dei consumatori, abbiamo intervistato 1.137 […]

Thirteen percent of UK adults have seen their income (hours and/or wages) reduced due to COVID-19. This is impacting their ability to spend and meet financial commitments: Around half have reduced spending to the minimum, and 10% have missed a bill or loan payment.

Even before the COVID-19 outbreak, our research showed that Canadian consumers were facing multiple financial challenges and were worried about their financial situation. To see how the pandemic was impacting consumer finances and behaviors, we surveyed 1,119 Canadian online adults in April 10–15, 2020 and found that Canadians: Are already feeling the impact of COVID-19 […]

Even before the COVID-19 outbreak, our research showed that US consumers were facing multiple financial challenges and were worried about their financial situation. To see how the pandemic was impacting consumer finances and behaviors, we surveyed 1,122 US online adults in April 10–15, 2020 and found that US consumers: Are already feeling the impact of […]

To help brands navigate the historic customer service challenges posed by the current pandemic and subsequent need for mass mobilization of a remote workforce, Forrester has created a four pillar framework for a building a successful work from home contact center.

• Pivoting to new messaging and content is a top priority in B2B at this time of global crisis
• To support shifting needs, cross-functional B2B teams must be flexible and nimble
• Content leaders and their teams are well positioned to provide strategy and resources to support the new normal

Focus on attracting customers who will find the experience your firm offers extremely compelling. Otherwise, marketers will shovel prospects in through the front door while customer experience (CX) professionals watch dissatisfied, one-and-done customers flow out through the back door, never to return.

Learn why now is the right time for brands to move to a work-at-home model for contact center agents.

Forrester has curated a list of companies that are delivering virtual care services and support for health insurers, healthcare providers, employers, and consumers during the COVID-19 pandemic. While some vendors initially offered temporary discounts or free services, many have discontinued these practices. From self-triage to virtual care, these services allow healthcare organizations (HCOs) to screen […]

• Many B2B organizations collect customer insights but do not share or activate them
  
• This is a lost opportunity to improve the customer experience
  
• Company cultures should support creativity and innovation in activating insights

• Customer success teams provide continuity for your customers during times of crisis
  
• Organizations that leverage their customer success teams will weather the storm better
  
• Enabling your customer success teams to be effective now will pay off in better customer AND employee engagement

• Customer advocates, by definition, expand your reach via their own networks and interactions
• Crises present an opportunity for your advocate network to share information and advice
• Ensure advocate activation is part of an ongoing, mutually beneficial relationship

To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series. To understand the customer predictions for the year, I spoke with Anjali Lai, a Forrester expert on CMO-targeted consumer behavior and decision-making research

The spread of the coronavirus (COVID-19) is impacting everything from global stock market vacillations and travel to retail traffic and buying patterns. To help retailers manage, we’ve rounded up some of the best advice we are hearing about the retail customer experience and managing business operations.

Smart, timely, and heartfelt responses to the outbreak have helped leading brands gain customer affinity.

Mmmmm . . . Millennials. If you haven’t already heard (about a million times), this generation is taking over the workforce and becoming more responsible for making purchasing decisions on the job. Whether or not you believe the projections that most of the US labor force will be run by Millennials by 2025, many studies […]