Search Results

• Report A Three-Step Approach To Jump-Starting CX Transformation In Government

  Government Organizations Are Making Inroads But Have A Long Journey Ahead

  August 25, 2020 | Riccardo Pasto

  High-quality customer experience (CX) drives mission success. When government CX improves, customers engage, trust, and forgive; government operations run more smoothly and cost less; and people's...

• 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 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...

• Report Predictions 2020: India

  Value-Driven Firms In India Will Win In The Post-Pandemic World

  May 7, 2020 | Amit Bhatia, Arnav Gupta, Satish Meena

  At the start of 2020, business across the globe was humming. Then, COVID-19 blew up around the world — and things changed fast. As the situation evolves, how will Indian firms react? In the...

• 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 Video: How To Find Your Value-For-Customer Sweet Spot

  Use This Exercise To Find The Differentiating Blend Of Value Dimensions That Matches Your Target Customers' Needs

  March 30, 2020 | Maxie Schmidt-Subramanian, Shar VanBoskirk, Su Doyle

  Even if you think about "value for customer" the right way, you must still find the sweet spot in which you uniquely help your most important target customers create value. To help you do that,...

• Report Employee Experience Efforts In Asia Pacific Are Well-Intentioned But Misguided

  AP Firms Are Turning Their Attention To EX To Fight Rising Challenges, But Need To Do More

  December 9, 2019 | Amit Bhatia

  The employee experience (EX) is hot in Asia Pacific (AP). Conferences on the theme sell out; EX-related job titles are increasingly visible in the market; vendors across the region have been...

• 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 Demystifying Financial KPIs For Telecom CX Professionals

  October 22, 2019 | Tom Mouhsian

  Customer experience (CX) professionals in the telecommunications sector must connect CX measures to core financial performance in order to establish the financial impact of their CX initiatives....

• Report Hardwire Customer Experience To Telco Financial Performance

  CX Pros At Telecommunications Providers Must Connect Metrics To Money

  October 7, 2019 | Tom Mouhsian

  Telco business leaders are used to tracking success via key performance indicators like return on invested capital and average revenue per user but don't always know how customer experience (CX)...

• Report Best Practices: Airline Mobile App User Experience

  Engage Customers With Seamless Mobile App Experiences

  July 12, 2019 | Tom Mouhsian, Diane Deng

  Mobile touchpoints are now at the heart of the airline customer journey. As digital experiences continue to reshape the way people plan and manage their travel, airlines must optimize their mobile...

• Report Hardwire Customer Experience To Airline Financial Performance

  CX Pros At Airlines Must Connect Metrics To Money

  June 5, 2019 | Tom Mouhsian

  While airline industry business leaders are used to tracking success with KPIs like return on invested capital and passenger yield, they don't always know how customer experience (CX) affects these...

• Report The Inclusive Design Imperative: Win And Retain More Customers

  Modernize Your Design Practice To Reach More Of Your Target Market

  April 23, 2019 | Gina Bhawalkar

  Experience design (XD) leaders can help their firms win and retain customers, break into new markets, and get employees more engaged, by prioritizing inclusion. To do this, you need to shift your...

• Report How To Increase Your Firm's Appetite For Customer Understanding

  Lay The Groundwork For A Modern Research Practice

  April 1, 2019 | Kelly Price

  Customer experience (CX) pros know that customer understanding is crucial for creating successful experiences but often lack the buy-in they need from their colleagues to do the research required....

• 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...