Search Results

• Report Advance Your CX Prioritization With Forrester's Modeling Tool

  Advanced Level: Prioritization Practices For CX Transformation

  March 12, 2021 | Judy Weader

  Advanced customer experience (CX) prioritization practices use complex models with multiple granular inputs that are weighted and scored to triangulate to the decision of which items to do and in...

• Report Level Up Your CX Prioritization By Thinking In Multiple Dimensions

  Intermediate Level: Prioritization Practices For CX Transformation

  February 8, 2021 | Judy Weader

  Reaching an intermediate state of customer experience (CX) prioritization maturity requires increasing the sophistication of the modeling process. This report provides an updated intermediate-level...

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  Webinar Why CX: Proof That Investing In Experience Improves Revenue, Costs, And Risk

  May 6, 2020 | Judy Weader, Maxie Schmidt-Subramanian

  Customer experience (CX) leaders are struggling to keep executive attention — and their own jobs — because they’re failing to make a case that resonates with their leadership....

• Report Why CX: Proof That Investing In Experience Improves Revenue, Cost, And Risk

  Use Data From More Than 20 Companies To Make A Measurable And Meaningful Business Case For CX

  May 5, 2020 | Judy Weader, Maxie Schmidt-Subramanian

  Customer experience (CX) can be a critical differentiator and transformation catalyst, but its effects are limited when those leading the CX charge can't make a measurable and meaningful case for...

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  Webinar Companies Are Adjusting Their Policies To Help Customers During The COVID-19 Outbreak, And You Should Too

  April 27, 2020 | Judy Weader, Rick Parrish

  With the COVID-19 pandemic upending individual lives and whole economies, many companies are instituting nonstandard operating procedures to help their customers through these troubled times....

• Report Case Study: UK Bank Virgin Money Transformed CX And Improved Business Outcomes

  Virgin Money Used A Merger As An Opportunity To Align Its Culture On Customer Experience

  April 7, 2020 | Judy Weader

  Virgin Money found a way to save money, build customer centricity, and align the organization around the North Star of customer experience (CX). CX professionals should read this case study to...

• Report Predictions 2020: Customer Experience

  Economics Will Drive Major CX Decisions But Not Always For The Best

  October 31, 2019 | Harley Manning, Andrew Hogan, Rick Parrish

  Improving customer experience (CX) is a superior way for companies to grow revenue and increase profits. In 2020, CX professionals who can prove the ROI of what they do face a strong job outlook,...

• 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...