Customer Experience

“Say, Tom, let me whitewash a little.” “No — no — I reckon it wouldn’t hardly do, Ben. You see, Aunt Polly’s awful particular about this fence . . . it’s got to be done very careful; I reckon there ain’t one boy in a thousand, maybe two thousand, that can do it the way it’s got […]

JPMorgan enters the retail investing price war.

In a recent workshop with the marketing team of a large European brand, we discussed the importance for marketers to deliver their brand promise. About 45% of marketers now report to be in charge of the customer experience. Whether they officially own CX or simply orchestrate CX talent and resources does not matter. In that […]

Voice is marketing’s most significant paradigm shift this decade — one that has far-reaching implications for how brands engage customers and prospects. Read Forrester’s latest report on voice to learn why voice will flourish, what that means for your brand, and how to get ready to win in the world of voice. Get Ready For The […]

Voice is marketing’s most significant paradigm shift this decade — one that has far-reaching implications for how brands engage customers and prospects. Read Forrester’s latest report on voice to learn why voice will flourish, what that means for your brand, and how to get ready to win in the world of voice. Get Ready For The […]

The legendary R&B singer and songwriter Ben E. King got it so right in the Drifters’ 1960 recording of “This Magic Moment.” The song is timeless because it tells a classic tale of a first kiss. It also captures a moment in time in words and song that reminds us of the power of storytelling, […]

Amazon Will Deliver Healthcare To Your Doorstep Today’s acquisition of PillPack further solidifies Amazon’s entrance to healthcare and amplifies its focus on rising healthcare costs and the need to deliver a better healthcare experience for consumers. Amazon already has many ways of interacting with consumers and a high level of stickiness among its customers. PillPack […]

There’s a vast population that many companies can’t reach because they design experiences without accessibility in mind — it’s large and growing by the minute. And these potential customers have money to spend: Over 1 billion people worldwide have a disability, and they have over $1.2 trillion in annual disposable income. That number balloons to […]

Disruption Is Bringing Much-Needed Innovation To Healthcare Disruption is not new to healthcare, but the entrance of established brands from other industries signals a level of disruption that hasn’t been seen before. Healthcare organizations (HCOs) take note: Innovate now, or become irrelevant tomorrow. We are in an environment where consumers have more choice. Customer experience […]

Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. Based on a survey of more than 110,000 US adult customers in 2018, Forrester’s Customer Experience Index (CX Index™) methodology measures how well a brand’s customer experience strengthens the loyalty of its customers so that […]

In today’s increasingly crowded digital commerce market and with increasingly tighter budgets, retailers have to make smart choices about which technologies to invest in and which they should forego for now. To help retailers sift through the options, we conduct an annual top trends study. This year, we interviewed more than 30 retail industry professionals to ask about retail […]

Federal agencies striving to meet their mission objectives increasingly adopt digital technologies to improve constituents’ experiences. But many of these agencies fall short of their mark as their IT executives (see Figure 1): Navigate constantly shifting constituent and citizen expectations fueled by their experiences as consumers and the rapidly emerging digital technologies. Attempt to modernize […]

“To survive in a world of ‘killer competition,’ you can either distinguish yourself from your competitors or offer the lowest price.” That’s the opinion of Jack Trout, co-author of Positioning: The Battle for Your Mind, late president of Trout & Partners, father of the positioning concept. In this month’s conversation with Johannesburg-based author Mark Eardley, […]

How do you differentiate your brand in highly competitive markets, especially when competitors promptly copy anything that works? Learn from HaiDiLao, China’s most popular chain of hot-pot restaurants. HaiDiLao evokes positive emotions from customers with memorably crafted human interactions. The company empowers its staff to personalize experience delivery as customers or scenarios demand. Let me […]

When salacious tales of Cambridge Analytica’s activities emerged in 2018, we thought the company was finished. The many on-air discussions of illegal activities, law enforcement warrants, legal action threats from partners, and questionable ethics appeared to doom it. We then saw multiple suspensions and resignations, and on May 2, Cambridge Analytica announced it would file […]

Consumers can choose between a variety of touchpoints, but when it comes to mobile, only loyal customers will download your app — everyone else will be left with the mobile browser. Mobile is becoming a dominant digital touchpoint for retail, influencing online sales and purchase decisions in-store. Retailers will broaden their reach and increase the likelihood […]

Earlier this year, Forrester’s South African PR team approached me with an opportunity to share a bit of our B2B thought leadership worldwide.  Mark Eardley, Johannesburg-based author and a regular column contributor to Marklives.com, came across our team’s predictions for 2018.  He was delighted to find a kindred-spirit in heralding a revival and reawakening in B2B […]

  Retailers recognize and are investing in the link between great associate experiences and great customer experiences. They are enhancing the employee’s ability to engage customers better by providing training and education, implementing technologies to make the associate’s job easier, and some retailers like Walmart are even increasing associate wages. Retailers understand that by creating […]

Amazon recently launched a new and unique type of store, after beta testing it for the better part of a year. The store, dubbed Amazon Go, promises consumers no checkout lines: Everything you grab from the shelves is tracked and charged to your Amazon account. With the help of the enigmatic Just Walk Out technology, […]