Search Results

• 

  Webinar The Key Points You Don't Want To Miss From The 2020 B2B And B2C Commerce Forrester Wave™ Evaluations

  July 23, 2020 | Emily Pfeiffer, Joe Cicman

  Commerce technology is changing, and our evaluations of the most significant vendors in the space bring to light key findings about it. Forrester published two Forrester Wave evaluations of...

• 

  Webinar Why CX: Proof That Investing In Experience Improves Revenue, Costs, And Risk

  May 6, 2020 | Judy Weader, Maxie Schmidt-Subramanian

  Customer experience (CX) leaders are struggling to keep executive attention — and their own jobs — because they’re failing to make a case that resonates with their leadership....

• 

  Webinar Companies Are Adjusting Their Policies To Help Customers During The COVID-19 Outbreak, And You Should Too

  April 27, 2020 | Judy Weader, Rick Parrish

  With the COVID-19 pandemic upending individual lives and whole economies, many companies are instituting nonstandard operating procedures to help their customers through these troubled times....

• 

  Webinar The State Of Digitized Selling: Stop Testing The Waters And Go All In

  April 14, 2020 | Mary Shea, PhD

  As B2B buyers' expectations increase at a breakneck pace, selling organizations that maintain siloed human and digital routes that are disruptive to preferred buying motions risk alienating buyers...

• Report The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020

  The 13 Providers That Matter Most And How They Stack Up

  April 13, 2020 | Kate Leggett

  In Forrester's evaluation of the emerging market for digital-first customer service, we identified the 13 most significant providers — [24]7.ai, Astute, Comm100, Conversocial, eGain, Glia,...

• 

  Webinar Use Your Customer Success Program To Maximize Value To The Customer And To Your Business

  March 5, 2020 | TJ Keitt

  A good customer experience ensures that both the client and the business get something valuable. A well-designed customer success program facilitates this value exchange. This webinar explores how...

• 

  Webinar Forrester Event Roundup: CES 2020 And What It Means For Your Business

  January 23, 2020 | Nigel Fenwick, Frank Gillett, Paul Miller

  CES is the premier consumer technology event on the calendar. In recent years, CES has morphed into a broad tech innovation conference with an ever-increasing number of connected products using the...

• 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...

• Report The US Digital Retailers Customer Experience Index, 2019

  How US Digital Retail Brands Earn Loyalty With The Quality Of Their Experience

  September 9, 2019 | Fiona Swerdlow, Michelle Yaiser

  How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 11 digital retail brands that were analyzed...

• Report A Snapshot Of B2B CX Programs

  What We Learned From Surveying Attendees Of The B2B Track At CX NYC 2019

  July 24, 2019 | TJ Keitt, Judy Weader

  CX NYC 2019's B2B track offered the opportunity for B2B customer experience (CX) leaders to baseline their CX programs' core capabilities needed for success: business case development, customer...

• Report Keys To Implementing A B2B Customer Experience Program

  Lessons Learned From The B2B Track Session At CX NYC

  July 24, 2019 | TJ Keitt, Judy Weader

  Customer experience (CX) professionals at B2B companies have expressed a desire to learn more about how to create or improve upon their programs. This report shares highlights from the speakers at...

• 

  Webinar Digital Transformation Snakes And Ladders

  February 26, 2019 | Nigel Fenwick

  Digital business transformation is hard. Many efforts fail to deliver. Yet firms will invest billions of dollars into business transformations around the world in 2019. Are there tactics you...

• Report The Forrester Retail Wave™: US Mobile Apps, Q1 2019

  Today's Retail Apps Meet mCommerce Objectives But Fail To Inspire Omnichannel Shopping

  February 25, 2019 | Brendan Miller, Jennifer Wise

  Mobile has become the dominant digital touchpoint, so retailers and digital business professionals must elevate their mobile experiences to win, serve, and retain their loyal customers. In 2017, we...