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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 Evolve Your Culture Work Practice

    Advanced Level: Culture Practices For CX Transformation
    March 5, 2021 | Angelina Gennis

    This report about culture work — one of the six competencies of customer experience (CX) — is for CX transformation leaders whose companies: 1) follow an effective and documented process for how to...

  • 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 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 Ingredients Of Great Design: Conquer Six Myths

    Principles: The User Experience Playbook

    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 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...

  • 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...

  • Report Twenty-Five Ways Governments Innovated To Support Their Customers During The Pandemic

    Public-Sector Organizations Cook Up New Ways To Work With And Support Individuals And Businesses
    June 19, 2020 | Judy Weader, Rick Parrish

    Experience improvement should happen all the time — even more so when a pandemic makes business as usual impossible. Across the globe, governments at all levels are rethinking how they can support...

  • 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...

  • 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 The Renaissance Of Branch Banking In Asia Pacific

    Let CX And EX Drive Branch Transformation
    April 27, 2020 | Tom Mouhsian

    Digital self-service and transaction automation have led banks to close branches. But many customers still depend on branch staff for financial consultations and support, shifting the key drivers...

  • Report Customer Experience Trends In China, 2020

    How COVID-19 Affects Customer Expectations In China
    April 21, 2020 | Meng Liu

    Chinese enterprises in general and digital businesses in particular have been innovating and raising the bar for customer experience (CX) both within and beyond the country, including during the...

  • Report The Innovation Engine: Unleash Your Employees' Potential To Innovate

    February 26, 2020 | Jennifer Wise

    Companies strive to innovate, but their attempts often fizzle. Two root causes of this failure are: 1) a lack of organizational buy-in for the innovation function and 2) a company culture that puts...

  • 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 Research Overview: The Design Revolution

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

    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 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...