Search Results

• Report A European Perspective On The Future Of Work For 2021

  Use Employee Experience To Navigate The Ongoing Pandemic Crisis

  April 14, 2021 | Joana de Quintanilha, Enza Iannopollo, Dan Bieler

  European business leaders' hopes of a return to normal in 2021 are slowly fading away. Vaccines will roll out at different speeds across Europe, forcing firms to design and implement tailored local...

• Report Benchmark Customer Journeys To Drive Emotional Engagement

  Segment And Design Your Journeys To Strike An Optimal Ratio Of Positive To Negative Emotions To Shape Memorable Experiences

  February 16, 2021 | Joana de Quintanilha

  To know what good customer journeys look like — and to benchmark them — we need to understand how to design for emotion. This requires a shift in how we think about emotion and journeys. First, we...

• Report Ingredients Of Great Design: Conquer Six Myths

  Principles: The User Experience Playbook

  December 15, 2020 | David Truog, Gina Bhawalkar, Karine Cardona-Smits

  Many companies striving to get better at designing experiences won't. Why? Because they fall for widespread myths about what design is, who should be involved in it, and how to do it well. For...

• Report The Design Revolution

  Vision: The User Experience Playbook

  December 11, 2020 | David Truog, Gina Bhawalkar, Karine Cardona-Smits

  Companies are prioritizing design because of seismic shifts in the dynamics of value, experiences, and power that are making user experience (UX) matter more than ever. But many firms undermine...

• Report Case Study: Nissan Transforms CX And EX Through Seven Customer Journeys

  How Nissan Embraced A Journey-Centric Operating Model To Deliver Customer Value And Business Growth

  December 10, 2020 | Joana de Quintanilha

  Since 2018, Nissan has been on a path to transform its legacy systems and operating model to create a best-in-class integrated customer journey in order to grow its customer base, reduce costs, and...

• Report Innovate Successfully: Future-State Journey Mapping

  October 20, 2020 | Gina Bhawalkar, Joana de Quintanilha, Jennifer Wise

  Companies pursue innovation to succeed but often miss the mark because their efforts aren't rooted in customer understanding and don't deliver value. Customer experience (CX) pros can help, using a...

• Report Virtual Journey Mapping For Effective Remote Collaboration In Times Of Crisis And Recovery

  Use Virtual Journey Mapping To Optimize Customer And Employee Journeys

  August 7, 2020 | Joana de Quintanilha

  In today's pandemic environment, customers' needs are shifting: They're adopting never-before-seen behaviors and engaging more digitally. It's more crucial than ever to understand how your...

• Report So You've Journey Mapped. Now What?

  Three Ways To Use A Completed Journey Map As A Transformation Tool

  July 6, 2020 | Joana de Quintanilha, Sam Karpinski

  Journey maps can be incredibly effective tools for driving a customer experience (CX) transformation, yet many CX professionals struggle with using them to create change. This report outlines some...

• Report The Forrester Wave™: Journey Orchestration Platforms, Q2 2020

  The 11 Providers That Matter Most And How They Stack Up

  June 15, 2020 | Joana de Quintanilha

  In our 28-criterion evaluation of journey orchestration providers, we identified the 11 most significant ones — Alterian, BryterCX, Coveo, Engage Hub, inQuba, Kitewheel, NICE, Pointillist, Roojoom,...

• Report The Forrester Wave™: Journey Mapping Platforms, Q2 2020

  The Eight Providers That Matter Most And How They Stack Up

  June 15, 2020 | Joana de Quintanilha

  In our 26-criterion evaluation of journey mapping providers, we identified the eight most significant ones — CustomersFirst Now, cx/omni, Decooda International, More than Metrics, MURAL, Strativity...

• Report Journey Centricity: Learn From The Leaders

  How To Get The Balance Right Between Your Firm's Operational Levers For Transformation

  June 1, 2020 | Joana de Quintanilha

  Customer-obsessed leaders across industries are transforming their firms toward journey centricity. Why? Because journeys are their customers' lived realities, which are rarely the same as the...

• Report Expectations And Experiences: The Impact Of Your Customers' Expectations On CX Quality

  May 26, 2020 | Joana de Quintanilha, Victoria McRitchie

  Achieving excellent customer experience (CX) requires exceeding expectations — Forrester's Customer Experience Index (CX Index™) data proves it — but most brands are merely meeting expectations or...

• Report Digital CX And Design Trends, 2020

  May 20, 2020 | Andrew Hogan, Gina Bhawalkar, Jennifer Wise

  Eight trends in 2020 are shaping how experience design (XD) professionals and their companies should improve their customers' experiences with digital touchpoints, from apps to websites to Alexa...

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  Webinar Measure And Predict Journey Performance The New And Right Way

  April 7, 2020 | Joana de Quintanilha, Maxie Schmidt-Subramanian

  You know customer journeys matter. But unless your company is the exception, you probably don’t know how well each journey performs. Does it deliver value to customers? Meet short-term and...

• Report The Journey Measurement Framework Applied In B2C And B2B

  A Journey Measurement Series Report

  November 18, 2019 | Joana de Quintanilha, Maxie Schmidt-Subramanian

  To build a journey measurement framework, customer experience (CX) pros must define in-journey signals and end-of-journey success metrics. This report provides two illustrations of these — for a...

• Forum CX Europe 2019

  Change The Game: Leading Radical CX Innovation

  November 14, 2019 | Joana de Quintanilha

  First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

• Report The UK Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  November 13, 2019 | Joana de Quintanilha

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the UK CX Index....

• Report The France Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  November 13, 2019 | Joana de Quintanilha, Karine Cardona-Smits

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across four industries in the France CX...

• Report Empirical Innovation: Prioritize Evidence Over Instinct To Innovate Successfully

  A Design Revolution Series Report

  October 17, 2019 | David Truog, Kelly Price, Gina Bhawalkar

  Many companies mistakenly believe that effective design is driven by instinct, not research, or that research is a "nice to have" that's too time-consuming. But instinctive design relies on...

• Report Why And How To Iterate: Deliver Value And Quality To Reveal And Meet User Needs

  A Design Revolution Series Report

  October 17, 2019 | David Truog, Gina Bhawalkar, Karine Cardona-Smits

  Iterating is key to designing well. And design often must mesh with Agile, in which iterating is also key. Why do design and Agile both use iteration? Because iterating produces insight into what...

• Report Who Should Design: Blend Democratization, Expertise, And Representativeness

  A Design Revolution Series Report

  October 17, 2019 | David Truog, Gina Bhawalkar, Karine Cardona-Smits

  Some companies believe design success is a matter of training employees in design thinking. Others entrust designing only to professional designers. Both approaches are wrong. Firms need both...

• Report Deep Design: Designing Well Combines Art And Science

  A Design Revolution Series Report

  October 17, 2019 | David Truog, Gina Bhawalkar, Karine Cardona-Smits

  Many companies treat design as if it were only about look and feel and see it as a discipline suited primarily to people with artistic inclinations — a risky mistake. This report for experience...

• Report Research Overview: The Design Revolution

  A Customer Experience Guide To Advancing Your Design Maturity, Overcoming Myths About Design, And Staffing For Good Design

  October 17, 2019 | David Truog, Gina Bhawalkar, Karine Cardona-Smits

  This document is a short overview of the "Design Revolution" series with links to the documents it contains. The series lays out for experience design (XD) professionals and their colleagues the...

• Report The Journey Measurement Framework: Assess And Predict Journey Performance

  A Journey Measurement Series Report

  August 22, 2019 | Maxie Schmidt-Subramanian, Joana de Quintanilha

  Most customer experience (CX) pros struggle to assess whether journeys are successful for the customer and the company. The solution: Evolve from traditional measurement to journey measurement....

• Report The Adaptive Thinker: Flex Between Divergent And Convergent Thinking To Win

  August 15, 2019 | Joana de Quintanilha

  Every business runs on thinking, mostly in two modes: divergent and convergent. Yet individuals and organizations tend to favor one mode over the other when they shouldn't — or misapply them. This...