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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 How To Establish A CX Measurement Program

    Beginner Level: Measurement Practices For CX Transformation
    February 25, 2021 | Faith Adams, Maxie Schmidt-Subramanian

    Customer experience (CX) transformation requires companies to quantify experience quality and its link to the organization's overall metrics. To do this, CX leaders must establish robust...

  • 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...

  • 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

    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...

  • Report Customize Your CX Champions Program

    Build A Program To Grow CX Culture And Expand Organizational Impact
    November 26, 2019 | Angelina Gennis

    Customer experience (CX) champions or ambassadors programs are growing in popularity, with surprising diversity in execution. Many are an increasingly valuable aspect of CX teams' efforts and...

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