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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 Establish Your Experience Design Practice

    Beginner Level: Design Practices For CX Transformation
    April 16, 2021 | Gina Bhawalkar, Andrew Hogan

    This report about experience design (XD) — one of the six competencies of customer experience (CX) — is for CX transformation leaders whose companies don't yet follow an effective and documented...

  • Report The Design Industry, 2021

    March 18, 2021 | Andrew Hogan

    This report estimates the size of the global design industry in 2021. The industry is in the middle of a surge in interest and activity from both buyers and providers of design technology and...

  • Report Bridge The Gap Between Current- And Future-State Journeys

    Use Gap Analysis To Bring Future-State Journeys To Fruition
    March 8, 2021 | Kelly Price

    Many customer experience (CX) professionals struggle to deliver on future-state journeys because of obstacles ranging from paralyzing complexity to unforeseen internal barriers. Where to start?...

  • Report Why And How To Master Experience Design

    Executive Overview: The User Experience Playbook
    January 21, 2021 | David Truog

    As customers gravitate to digital more than ever, companies are prioritizing user experience (UX). Why this response? Because experience quality can make or break a business, and the range from bad...

  • Report Establish Your Experience Research Practice

    Beginner 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 CX transformation leaders whose companies don't yet follow an effective and documented...

  • Playbook The User Experience Playbook For 2021

    Why And How To Master Experience Design

    As customers gravitate to digital more than ever, companies are prioritizing user experience (UX). Why this response? Because experience quality can make or break a business, and the range from bad...

  • 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 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 The Design Revolution

    Vision: The User Experience Playbook

    Companies are prioritizing design because of seismic shifts in the dynamics of value, experiences, and power that are making user experience (UX) matter more than ever. But many firms undermine...

  • Webinar Customer Experience Predictions 2021: Trust And Zero UI

    December 9, 2020 | David Truog, Tristan Back

    Customer experiences (CX) and the work of the people who create them evolve continually, but the pandemic has been changing CX faster than ever — and those changes will accelerate in 2021....

  • 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 Design For Confidence

    In Uncertain Times, Your Customers Want Certainty More Than Ever
    August 10, 2020 | Andrew Hogan, Senem Guler Biyikli

    Facing the COVID-19 pandemic, customers are battling uncertainty from all corners, needing confidence more than ever. Many companies strive for experiences that are seamless, easy, or beautiful,...

  • Report CX Essentials

    The Basics Of Customer Experience In Plain Language CX Pros Can Use To Explain It To Colleagues
    July 21, 2020 | David Truog

    Many business and technology leaders undermine their own companies and careers when they make decisions related to customer experience (CX). How? By basing their decisions on a wrong understanding...

  • Report Seven Best Practices For Using Video Feedback In Your VoC Program

    June 22, 2020 | Faith Adams

    VoC programs continue to encounter challenges when it comes to engaging stakeholders and driving action. Despite having access to many potentially helpful capabilities in their technology...

  • 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 A Framework For Helping Customers In Crisis

    How 26 Firms In Asia Pacific Created New Standard Operating Practices For Business As Unusual

    Crisis reveals character. Right now, businesses are showing their character as they respond to unprecedented change in near real time. As governments order whole sectors to shut down, customer...

  • Report Best Practices: Web Chat For Investors

    What Real Investors Say About Web Chat Experiences
    May 28, 2020 | Jennifer Wise

    Investment firms aim to offer web chat experiences that meet investors' expectations and drive use of the channel. To see how they stack up, we assessed the chat feature on eight investment firms'...

  • 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...

  • 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...

  • Webinar How To Get Digital CX Right Amid The Pandemic

    April 22, 2020 | Rick Parrish

    Now that your customers are stuck at home because of the COVID-19 pandemic, they’re engaging with you more digitally. They’re also in a more fragile emotional state. That’s why...

  • Report How 29 Companies Adjusted Policies To Help Customers During The COVID-19 Outbreak

    Creating New Standard Operating Practices For Business As Unusual
    April 21, 2020 | Judy Weader, Rick Parrish

    Crisis reveals character. Right now, businesses are showing their character as they respond to unprecedented change in near real time. As governments order whole sectors to shut down, customer...

  • Playbook The CX Transformation Playbook

    Why And How To Lead A CX Transformation

    A laser-like focus on customer experience (CX) is the best path to business success. Forrester has proven this by analyzing major brands' financial results and showing that they correlate with how...

  • Webinar Measure And Predict Journey Performance The New And Right Way

    You know customer journeys matter. But unless your company is the exception, you probably don’t know how well each journey performs. Does it deliver value to customers? Meet short-term and...

  • Report Video: How To Find Your Value-For-Customer Sweet Spot

    Use This Exercise To Find The Differentiating Blend Of Value Dimensions That Matches Your Target Customers' Needs

    Even if you think about "value for customer" the right way, you must still find the sweet spot in which you uniquely help your most important target customers create value. To help you do that,...

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