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• Report Focus On Process, Technology, And Collaboration To Enhance Employee Enablement

  Intermediate Level: The CX Transformation Playbook

  February 5, 2021 | TJ Keitt

  Most companies have started down the path of creating employee experiences that enable good customer experience (CX) delivery. Few, though, have moved beyond small troubleshooting efforts to more...

• Report The Five Factors That Supercharge CX Enablement

  Advanced Level: Enablement Practices For CX Transformation

  February 5, 2021 | TJ Keitt

  To create truly differentiated customer experiences, businesses must first create employee experiences that simplify customer experience (CX) delivery. CX transformation leaders must help their...

• Report Five Steps To Enable Customer Experience Delivery

  Beginner Level: Enablement Practices For CX Transformation

  February 5, 2021 | 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 The US Customer Experience Index, 2020

  How Brands Build Loyalty With The Quality Of Their Experience

  June 15, 2020 | TJ Keitt

  As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all...

• Report Delight The Right Customers To Build A Successful Business

  June 9, 2020 | TJ Keitt

  Businesses often chase high overall customer experience (CX) scores. But these beacon metrics, which measure the average experience across all customers, provide limited insights to business...

• Report Fix Business Processes To Improve Customer Experiences

  April 24, 2020 | TJ Keitt, Rob Koplowitz

  The key to improving customer experience (CX) is improving the processes that support customer journeys. But CX teams often lack any real expertise in business process management. So how can those...

• Report Six Ways You Should Use The Federal Stimulus To Drive Customer Obsession

  April 9, 2020 | Rick Parrish, TJ Keitt, J. P. Gownder

  The Coronavirus Aid, Relief, and Economic Security (CARES) Act features nearly $1 trillion in benefits to businesses. How will your company use its share? In this report, we detail six ways that...

• Report Design Your Customer Success Program To Drive Value For Your Business

  February 5, 2020 | TJ Keitt

  Robust customer success management (CSM) programs require significant investments in people, business process improvements, and supporting technologies. But how do you fund this effort? The answer...

• Report Every Business Should Master Customer Success Management To Boost Customer Loyalty

  Customer Success Management Ensures Customers Get Value

  October 17, 2019 | TJ Keitt

  Because customer success management (CSM) was first developed at B2B software-as-a-service (SaaS) companies, many customer experience (CX) pros believe it only applies to a subset of businesses....

• Report A Good Customer Experience Requires Workers To Be Digitally Enabled

  The Tools Workers Use To Serve Customers Must Be Factored Into Experience Design

  October 3, 2019 | TJ Keitt

  Business leaders often overlook a critical component of good customer experience (CX): properly enabled employees. As a result, businesses haphazardly deploy technology to their workforces with...

• 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 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...

• Report The Forrester Wave™: CX Consulting Practices: Experience Strategy And Business Transformation, Q2 2019

  The Nine Providers That Matter Most And How They Stack Up

  May 28, 2019 | TJ Keitt

  In our 30-criterion evaluation of experience strategy and business transformation providers, we identified the nine most significant ones — Accenture, Bain & Company, EY, KPMG, McKinsey & Company,...

• Report How To Build An Effective Customer Success Planning Framework

  A Guide To Creating A Plan To Ensure Positive B2B Customer Experiences

  April 22, 2019 | TJ Keitt

  Customer success management (CSM) ensures that a business and its clients both get value from their relationship. It does this by guiding clients down a path to reach their desired business...