Search Results

• Report Five Ways To Ensure Deep Collaboration Between Marketing And Customer Experience

  Employ Them All To Ensure Consistently On-Brand Interactions That Drive Customer Loyalty

  December 14, 2020 | Rick Parrish

  Marketers and CX professionals are out of touch with today's business realities. While companies pursue business models that scramble traditional customer lifecycles, marketing and CX functions...

• Blog Five Ways To Ensure Deep Collaboration Between Marketing And CX

  December 14, 2020 | Rick Parrish

  Marketing and customer experience (CX) functions are stuck in outdated and untenable silos: Marketers focus on acquiring an ever-larger number of customers they can’t retain, while CX...

• Blog It’s Time For A US Federal Chief Customer Officer

  December 4, 2020 | Rick Parrish

  The Biden administration should work with Congress to create a permanent federal chief customer officer (CCO) role to oversee policy, spending, and interagency coordination for all federal customer...

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  Webinar Best Practices For Tech Transformation In Government

  November 19, 2020 | Dan Bieler, Jennifer Belissent, PhD, Sam Higgins

  Governments around the world want to serve customers better, operate more efficiently, and drive economic growth. To achieve these goals, governments must transform the ways they buy, build,...

• Blog Give More Thought To Giving Tuesday

  October 30, 2020 | Rick Parrish

  These days, many companies are trying to express moral, social, or political values that resonate with values-based consumers. Giving Tuesday (which falls on the first Tuesday after Thanksgiving)...

• Blog Retailers Must Adjust Their Marketing And CX Spending In The Wake Of COVID-19

  October 28, 2020 | Rick Parrish

  Retailers: Make Spending Changes In Five Categories Post-COVID-19 The business effects of the COVID-19 pandemic will be with us for years. However, the consequences of the pandemic are not...

• Blog US Federal CX Eked Out A New High But Still Trails The Private Sector

  October 1, 2020 | Rick Parrish

  Our US Federal Customer Experience Index (CX Index), 2020, is now live! The report is packed full of great details about the quality of the US federal CX, its impact on agencies’ mission...

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  Webinar Yes, Government EX Can Get Better!

  September 25, 2020 | Judy Weader, Rick Parrish, Andrew Hewitt

  Government organizations with a better employee experience (EX) enjoy greater productivity, resilience, and employee pride. Unfortunately, government lags behind the private sector in EX quality,...

• Forum Security & Risk Global

  Leading the Way

  September 22, 2020 | Live Virtual Experience | Laura Koetzle, Stephanie Balaouras, Heidi Shey

  As attackers get more sophisticated and new technologies emerge, the strategies to protect your organization’s valuable data must also evolve. Attend Security & Risk to learn about...

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  Webinar The Canada Customer Experience Index, 2020

  August 27, 2020 | Michelle Yaiser, Rick Parrish

  During this webinar, we delve into the latest results from Forrester’s Canada Customer Experience Index. We explain the pandemic’s effects on this year’s results, discuss trends...

• Blog Canada Customer Experience Index, 2020, Results Are Now Live!

  August 26, 2020 | Rick Parrish

  Forrester’s Canada Customer Experience Index (CX Index), 2020 reveals the scores of 147 brands across 12 industries. This year is especially exciting for two reasons: We added the utilities...

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  Webinar Retail This Week, Part 8

  July 17, 2020 | Fiona Swerdlow, Sucharita Kodali, Michael O'Grady

  Join Forrester VP and research director Fiona Swerdlow for the next episode of the "Retail This Week" webinar series, in which she recaps key developments and new insights in retail news and...

• Report Twenty-Five Ways Governments Innovated To Support Their Customers During The Pandemic

  Public-Sector Organizations Cook Up New Ways To Work With And Support Individuals And Businesses

  June 19, 2020 | Judy Weader, Rick Parrish

  Experience improvement should happen all the time — even more so when a pandemic makes business as usual impossible. Across the globe, governments at all levels are rethinking how they can support...

• Report A Framework For Helping Customers In Crisis

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

  June 1, 2020 | Amit Bhatia, 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...

• Report The 2020 COVID-19 Crisis Will Stun US Marketing

  CMOs: Apply An Adaptive Approach To Manage The Downturn

  May 6, 2020 | Shar VanBoskirk, Tina Moffett, Rick Parrish

  The next two years will be difficult, no matter how quickly the COVID-19 crisis ends. In our most optimistic scenario, Forrester projects a 28% drop in US marketing spend — including media,...

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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....

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  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...

• Report The State Of CX Management Maturity, 2019

  The Benchmark Report In The CX Transformation Playbook

  April 17, 2020 | Rick Parrish

  Even a track record of providing high-quality customer experience (CX) is no guarantee of future CX success. Organizations that want to provide great customer experience reliably for years to come...

• Blog How To Determine Your Company’s Strategy For Values-Based Consumers

  April 13, 2020 | Rick Parrish

  Brands’ moral, social, and political values are now a core issue for most customers and employees. Unfortunately, companies lack a systematic values strategy, leading to high-profile flubs....

• Report Interactive Tool: Determine Your Company's Strategy For Values-Based Customers

  Win Customers Who Consider Firms' Moral, Political, And Social Values When Making Buying Decisions

  April 10, 2020 | Rick Parrish

  Brands' moral, social, and political values are now a core issue for most consumers and employees. Unfortunately, companies lack a systematic values strategy, leading to high-profile flubs. Our new...

• Report Six Ways You Should Use The Federal Stimulus To Drive Customer Obsession

  April 9, 2020 | Rick Parrish, TJ Keitt, J. P. Gownder

  The Coronavirus Aid, Relief, and Economic Security (CARES) Act features nearly $1 trillion in benefits to businesses. How will your company use its share? In this report, we detail six ways that...

• Blog Getting Digital CX Right Amid The Pandemic

  March 20, 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. So your digital channels must...

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  Webinar Take A Systematic Approach To Values-Based Consumers And Employees

  March 11, 2020 | Rick Parrish

  A company's approach to moral, social, and political values increasingly matters to its success. Both consumers and employees are looking for alignment between a business's values and their own...

• Blog Forrester’s Top CX Research Of 2019

  March 2, 2020 | Rick Parrish

  Forrester’s customer experience (CX) research team published more than 100 reports in 2019. I just published a report that pulls together our most important CX findings from those...