Search Results

• Report Now Tech: Voice-Of-The-Customer (VoC) Vendors, Q1 2021

  Forrester's Overview Of 39 VoC Providers

  February 19, 2021 | Faith Adams

  You can use voice-of-the-customer (VoC) tools to collect and analyze customer feedback and data, socialize the information, inform customer experience (CX) improvements, and track the results of...

• 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 The Forrester Wave™: Journey Orchestration Platforms, Q2 2020

  The 11 Providers That Matter Most And How They Stack Up

  June 15, 2020 | Joana de Quintanilha

  In our 28-criterion evaluation of journey orchestration providers, we identified the 11 most significant ones — Alterian, BryterCX, Coveo, Engage Hub, inQuba, Kitewheel, NICE, Pointillist, Roojoom,...

• 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 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 Now Tech: Voice-Of-The-Customer (VoC) Vendors, Q1 2020

  Forrester's Overview Of 36 VoC Providers

  February 3, 2020 | Faith Adams

  You can use voice-of-the-customer (VoC) tools to collect and analyze customer feedback, socialize feedback, inform customer experience (CX) improvements, and track the results of these improvements...

• Report How To Choose The Right CX Beacon Metric

  Use Our 13-Criterion Tool To Determine Whether NPS, Satisfaction, Or Another KPI Should Be Your Organization's Top-Level CX Metric

  August 29, 2019 | Maxie Schmidt-Subramanian

  Firms need a customer experience (CX) beacon metric to measure the overall success of their CX efforts, rally employees behind CX as a priority, and build a CX measurement architecture. But CX...