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The journeys of Whole Foods and Southwest Airlines exemplify lessons brands can learn from 2019’s CX Index results.

Forrester's US CX Index 2019 results reveal that the overall quality of the US customer experience rose by an anemic 0.4 points, to 70.2.

Here’s what retailers and brands can expect and should focus on regarding social communities and social media for the rest of 2019.

Automation creates opportunity for marketers. It also generates risk. Marketers must master automation while closing the gap between customer expectations and the current operating model. Learn more.

I have spent the last three days attending Infosecurity Europe 2019, the largest security trade show in the UK and Europe. As ever, before coming I have tried to predict the big theme or trends that CISOs should take note of. However, the show is very similar to last year, with incremental evolution of products […]

As consumers live moment to moment, marketers need to be there with them every step of the way and adopt the technology that grants them the ability to do so.

This week, YouTube turned to Facebook and said, “Hold my beer.” Yesterday, after intense pressure, the platform decided to demonetize channels that promote hate speech and discrimination. And in a terrifying story on Monday, The New York Times reported that YouTube’s recommendation engine surfaces videos of partially clothed children to viewers who’ve watched similar videos […]

Your organization has just received ransom notices across your infrastructure, informing you of what you already fear. All your critical business data has been encrypted. You are angry that someone’s moved your cheese, and you don’t want to reward them for it. Your emotions are confirmed by advisors who give you the conventional advice: “Don’t […]

Marketing has changed forever. Will it cause the CMO role to disappear? Learn what the rise of the Chief Growth Officer could spell for CMOs.

The C-suite sets a strategy. Employees are excited and enthusiastic. Yet, progress isn’t made. Learn why the skills transfer gap could be stymieing your firm’s strategic ambitions.

Early last week, Ajit Pai, the chairman of the US Federal Communications Commission (FCC), announced his approval of the merger of T-Mobile and Sprint. This will result in a third megacarrier in the US mobile wireless market, which is a good move for consumers like you and me. I am glad this deal will now […]

Healthcare organizations have much to gain from superior CX, including reduced costs and happier members. Read a seven-point plan for a successful HCO CX program.

For the first time in its existence, Microsoft is pulling together all of its capabilities to encircle the enterprise and become more than the sum of its parts.

Consumers seek out brands that share their values. At CX NYC, we’ll debut a values-based experience framework to help CX pros strategically approach this emerging area of differentiation. Get a sneak peek by reading our Q&A with Principal Analyst Rick Parrish.

With the right approach, it’s possible to fulfill the promise given to customers while protecting the insurer’s bottom-line performance.

Back in November, Forrester outlined its 2019 predictions for a set of hot emerging technologies. We identified which markets were likely to command big investments in the new year and even predicted that GE would turn a corner this year. Let’s see how we did so far with a few of them. Additive manufacturing will save […]

Mobile apps have become the touchpoint of choice for millions of people to manage their finances, and Forrester regularly reviews those of leading banks. We just published our latest evaluations of the apps of the big five Canadian banks: BMO, CIBC, RBC, Scotiabank, and TD Canada Trust. Overall, they’ve raised the bar, striking a good […]

Mobile apps have become the touchpoint of choice for millions of people to manage their finances. To find out how effectively banks are meeting customers’ expectations, Forrester regularly reviews the mobile apps of leading banking brands around the world.

Success in the communications services sector is indeed a capricious piece of cheese. As new technologies mature, the distinction between technology, media, and telecommunications industries blur. Navigating this space to sustain growth and competitive edge is no easy task for the CxO.