Search Results

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  Playbook The Digital Intelligence Playbook For 2021

  Data To Experience At The Speed Of Engagement

  Insights-driven businesses have an edge on the rest of us: Their digital intelligence (DI) practices synchronize digital analytics with digital interactions to continuously deliver optimized...

  Read more of the Executive Overview >
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  Webinar Adtech And Martech Enter An Era Of Disruption: When And Where To Invest

  September 17, 2020 | Mary Pilecki, Emily Collins, Sarah Dawson

  Marketers need technologies that enable omnichannel advertising and memorable, moments-based experiences. These advertising and marketing technologies are not new, but industry forces like data...

• 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 Q&A: Defining "Customer" At B2B2C Companies

  Insights From A CX North America Panel Discussion

  August 11, 2020 | Judy Weader, Sam Karpinski

  B2B2C companies deliver value to multiple types of customers (including partners — the first "B" — and end consumers), which can make it difficult for them to know the types of customers on which...

• Report Advance Your Approach To Customer Loyalty

  Assessment: The Customer Loyalty Playbook

  July 24, 2020 | Emily Collins

  If you're serious about earning and maintaining customer loyalty, you can't treat it as a tactic or a discrete program anymore. Customer loyalty requires strategic alignment, deliberate planning,...

• Report Q&A: What Marketers Need To Know About Social Media Consumer Segmentation

  Social User Data Allows Marketers To Build Novel Segments For Uniquely Relevant Insights

  July 22, 2020 | Ryan Skinner

  Social media data, in the form of profiles, connections, likes, shares, and posts, can be the raw material for remarkably relevant marketing. The data serves as a map to consumers' preferences,...

• Report How Ending CX Bonuses Boosted CX Scores And Profitability For Volkswagen Group Australia

  July 21, 2020 | Maxie Schmidt-Subramanian

  Even though paying employees for delivering good customer experience (CX) is a bad idea, many firms still do it. This report for CX professionals shows how Volkswagen Group Australia, a firm in an...

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  Webinar Deliver The Metrics That Matter With The Objectives And Key Results (OKRs) Framework

  July 9, 2020 | Cinny Little

  Your work may include one or more of the following: data analytics; digital, customer, or consumer insights or research; strategy and planning; marketing; and competitive intelligence. Are you...

• 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 How To Be A Loyalty Company

  Vision: The Customer Loyalty Playbook

  February 28, 2020 | Emily Collins

  B2C marketers are already onboard with the idea that earning customer loyalty requires more than just offering a loyalty program. Yet they struggle to evolve their efforts when faced with the scope...

• Report The Forrester Wave™: B2B Marketing Data Providers, Q3 2018 (Updated)

  The 12 Providers That Matter Most And How They Stack Up

  February 24, 2020 | Steven Casey

  In our 21-criteria evaluation of B2B marketing data providers, we identified the 12 most significant ones — Bombora, DataFox, DiscoverOrg, Dun & Bradstreet, Infogroup, InsideView, Leadspace, Orb...

• Report Use Personalization To Drive Loyalty And Customer Obsession

  January 28, 2020 | Emily Collins

  The personalization imperative for loyalty is clear: Companies that can't meet customer expectations for relevance and value risk losing their customers to brands that can deliver. But it's hard to...

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  Webinar Humanize Feedback To Drive VoC Action

  December 19, 2019 | Faith Adams

  Driving engagement and action in voice-of-the-customer (VoC) programs is hard. Because of this — and despite investments in people and technology — VoC programs don’t deliver...

• 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 Top 10 NPS Questions Answered

  What CX Professionals Should Know About Net Promoter Score

  November 7, 2019 | Maxie Schmidt-Subramanian

  Since its introduction in 2003, Net Promoter has become one of the most widely used metrics for companies that want to improve the experiences they deliver to their customers in order to improve...

• Report The US Federal Customer Experience Index, 2019

  How US Federal Government Agencies Drive Mission Performance With The Quality Of Their Experience

  November 7, 2019 | Rick Parrish, Laura Garvin Tramm

  The White House requires federal agencies to provide customer experiences that are comparable to those of leading private sector organizations. In this report, we measure agencies' progress toward...

• Report There's No Personalization Without Content Intelligence

  Brands Must Go Beyond Understanding Their Customers — They Must Understand Their Content Assets Too

  October 25, 2019 | Nick Barber, Brendan Witcher

  Customers demand personalized experiences across all touchpoints. To meet these rising expectations, companies use customer data and create more and more content — initiatives that often misfire as...

• Report The Australian Government's Customer Experience Affects Mission Outcomes

  Insights From Forrester's Customer Experience Index

  March 29, 2019 | Riccardo Pasto, William Willsea

  Like most global citizens, Australians rate their government's customer experience (CX) as poor. In this report, we measure the impact of the government's CX on its mission performance with our...