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• Report European Leaders Must Focus On Five Priorities In 2021

  Leaders Must Master Hybrid Customer And Employee Experiences As Europe Rolls Out The COVID-19 Vaccine

  April 7, 2021 | Enza Iannopollo, Joana de Quintanilha

  Against a backdrop of economic uncertainty, social unrest, and changing market dynamics, vaccines promise to move us into a future without COVID-19. But this won't happen overnight. European...

• Report Benchmark Customer Journeys To Drive Emotional Engagement

  Segment And Design Your Journeys To Strike An Optimal Ratio Of Positive To Negative Emotions To Shape Memorable Experiences

  February 16, 2021 | Joana de Quintanilha

  To know what good customer journeys look like — and to benchmark them — we need to understand how to design for emotion. This requires a shift in how we think about emotion and journeys. First, we...

• Report Case Study: Nissan Transforms CX And EX Through Seven Customer Journeys

  How Nissan Embraced A Journey-Centric Operating Model To Deliver Customer Value And Business Growth

  December 10, 2020 | Joana de Quintanilha

  Since 2018, Nissan has been on a path to transform its legacy systems and operating model to create a best-in-class integrated customer journey in order to grow its customer base, reduce costs, and...

• Report So You've Journey Mapped. Now What?

  Three Ways To Use A Completed Journey Map As A Transformation Tool

  July 6, 2020 | Joana de Quintanilha, Sam Karpinski

  Journey maps can be incredibly effective tools for driving a customer experience (CX) transformation, yet many CX professionals struggle with using them to create change. This report outlines some...

• Report Journey Centricity: Learn From The Leaders

  How To Get The Balance Right Between Your Firm's Operational Levers For Transformation

  June 1, 2020 | Joana de Quintanilha

  Customer-obsessed leaders across industries are transforming their firms toward journey centricity. Why? Because journeys are their customers' lived realities, which are rarely the same as the...

• Report Expectations And Experiences: The Impact Of Your Customers' Expectations On CX Quality

  May 26, 2020 | Joana de Quintanilha, Victoria McRitchie

  Achieving excellent customer experience (CX) requires exceeding expectations — Forrester's Customer Experience Index (CX Index™) data proves it — but most brands are merely meeting expectations or...

• 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 Europe 2019

  Change The Game: Leading Radical CX Innovation

  November 14, 2019 | Joana de Quintanilha

  First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

• 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...