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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Now Tech: Voice-Of-The-Customer (VoC) Vendors, Q1 2021

    Forrester's Overview Of 39 VoC Providers
    February 19, 2021 | Faith Adams

    You can use voice-of-the-customer (VoC) tools to collect and analyze customer feedback and data, socialize the information, inform customer experience (CX) improvements, and track the results of...

  • Report Evolve Your Experience Research Practice

    Advanced Level: Research Practices For CX Transformation
    January 21, 2021 | Kelly Price

    This report about experience research — one of the six competencies of customer experience (CX) — is for experience research leaders who have scaled up their practice, so their companies: 1) follow...

  • Report Scale Your Experience Research Practice

    Intermediate Level: Research Practices For CX Transformation
    January 21, 2021 | Kelly Price

    This report about experience research — one of the six competencies of customer experience (CX) — is for experience research leaders who have established a solid practice, so their companies...

  • Forum Summit Asia Pacific

    The must-attend event for B2B & B2C marketing and CX leaders
    September 1, 2020 | Live Virtual Experience | Frederic Giron

    The combined power of Forrester and SiriusDecisions has unleashed a new energy into the products and services available to both the B2B and B2C community. By harnessing this energy, we are bringing...

  • Forum CX Sydney

    The Time Is Now: Lead With Experience
    April 30, 2020 | Virtual Event | Michael Barnes

    CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

  • Report Now Tech: Voice-Of-The-Customer (VoC) Vendors, Q1 2020

    Forrester's Overview Of 36 VoC Providers
    February 3, 2020 | Faith Adams

    You can use voice-of-the-customer (VoC) tools to collect and analyze customer feedback, socialize feedback, inform customer experience (CX) improvements, and track the results of these improvements...

  • Report High-Impact Research: The Ingredients For An Effective UX And Design Research Practice

    July 17, 2019 | Kelly Price

    To get beyond stagnating customer experience (CX) quality, companies need to modernize how they do customer research — using it to guide better tactical and strategic decisions across the firm. But...

  • Report How To Increase Your Firm's Appetite For Customer Understanding

    Lay The Groundwork For A Modern Research Practice
    April 1, 2019 | Kelly Price

    Customer experience (CX) pros know that customer understanding is crucial for creating successful experiences but often lack the buy-in they need from their colleagues to do the research required....