Search Results

• Report Your Brand's Customer Experience Depends On Partner And Customer Understanding

  Best Practices For Qualitative And Quantitative Research With And About Partners

  December 14, 2020 | Angelina Gennis, Sam Karpinski

  B2B2C firms looking to improve the end-customer experience must first understand the current experience — not just of the customers but of the partners who deliver those experiences as well. This...

• Report How B2B2C Companies Can Invest In Their Partners And Boost Everyone's Bottom Lines

  Enable Your Partners To Maximize Efficiency And Increase Revenue

  December 14, 2020 | Angelina Gennis, Sam Karpinski

  B2B2C companies face a difficult challenge: How can they provide reliable, consistently excellent, and on-brand experiences to their end customers when they don't own all of the customer...

• Report Forrester's Top Customer Experience Research Findings Of 2019

  February 21, 2020 | Rick Parrish, Gina Bhawalkar, Angelina Gennis

  Forrester's customer experience (CX) research team published more than 100 reports in 2019. In this review, we pull our most important CX findings — across a range of topics — out of those reports...

• Report CX Teams In 2019: What They Do, Where They Report, And Their Size And Budget

  February 20, 2020 | Angelina Gennis

  In May and June 2019, Forrester fielded a survey to customer experience (CX) professionals across the globe. We received hundreds of completed responses detailing what CX professionals are...

• Report Build Executive Buy-In For Your CX Transformation

  Resonate With Executives, Seek Out Champions, And Build Alignment

  January 9, 2020 | Angelina Gennis

  Many customer experience (CX) pros struggle to convince executive leadership to believe in and take action toward becoming a customer-obsessed organization. Competing priorities and disagreement on...

• Report Customize Your CX Champions Program

  Build A Program To Grow CX Culture And Expand Organizational Impact

  November 26, 2019 | Angelina Gennis

  Customer experience (CX) champions or ambassadors programs are growing in popularity, with surprising diversity in execution. Many are an increasingly valuable aspect of CX teams' efforts and...

• Report Five Steps To Enable Customer Experience Delivery

  Beginner Level: Enablement Practices For CX Transformation

  September 25, 2019 | TJ Keitt, Angelina Gennis, Samuel Stern

  Companies depend on their employees to deliver high-quality customer experience (CX). And employees depend on companies to provide tools and design processes that enable them to effectively serve...

• Report Find Your Burning Platform To Catalyze Customer Experience Transformation

  Spark CX Urgency And Action With Relevant Messaging

  September 5, 2019 | Ryan Hart, Angelina Gennis

  Customer experience (CX) professionals put significant effort into developing and selling experience visions and strategies in their organizations. Often, however, their efforts fail to catalyze...

• Report The Definitive Guide To Forrester's Journey Mapping Research

  A Guide To Our 25 Leading Journey Mapping Reports

  August 2, 2019 | Angelina Gennis, Joana de Quintanilha, TJ Keitt

  Forrester has written more than 50 reports for customer experience (CX) pros on customer journey maps, which are fundamental tools for understanding and improving CX. Whether you are familiarizing...

• Report Case Study: The CX Transformation That Revitalized HP's Printer Business

  How A New CX Implementation Process Led To Successful Product Launches And Millions In Savings

  July 12, 2019 | Angelina Gennis

  The Hewlett-Packard split resulted in HP Inc. (HP) owning the computer and printer business during a time when the printer market was becoming increasingly commoditized with pockets of decline. A...

• Report Case Study: The CX Transformation Success Secrets Of Crowe

  How One B2B Firm Uses Exceptional Client Experience To Fuel Business Growth

  May 22, 2019 | Samuel Stern, Angelina Gennis

  Many companies try to transform their customer experience (CX), but few succeed. B2B public accounting, consulting, and technology firm Crowe has defied the odds and successfully transformed its...

• Report The Number Of CX Executives Grew More Than 1,000% Over Five Years

  Both B2B And B2C Industries Saw A Rapid Expansion Of CX Leaders

  May 10, 2019 | Angelina Gennis

  Over five years, we've seen more than 1,000% growth in the ranks of chief customer officers, chief experience officers, and senior or executive vice presidents of customer experience. Some of these...

• Report Create Employee Personas To Power EX Strategy

  May 9, 2019 | Angelina Gennis

  A well-designed employee experience (EX) makes employees feel more connected to the overall organization, motivating them to invest their time and talent in doing great work. EX professionals...