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Report The Five Essential Steps To Plan Your CX Transformation
The Strategy Report In The CX Transformation Playbook
Customer experience (CX) transformations are huge, complex, and expensive. That's why, as a CX transformation leader, you need to craft a plan detailing why and how you want to transform your...
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Report The ROI Of CX Transformation
The Business Case Report In The CX Transformation Playbook
Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX leaders need to invest in areas like...
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Report Your Brand's Customer Experience Depends On Partner And Customer Understanding
Best Practices For Qualitative And Quantitative Research With And About Partners
B2B2C firms looking to improve the end-customer experience must first understand the current experience — not just of the customers but of the partners who deliver those experiences as well. This...
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Report How B2B2C Companies Can Invest In Their Partners And Boost Everyone's Bottom Lines
Enable Your Partners To Maximize Efficiency And Increase Revenue
B2B2C companies face a difficult challenge: How can they provide reliable, consistently excellent, and on-brand experiences to their end customers when they don't own all of the customer...
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Report Q&A: Defining "Customer" At B2B2C Companies
Insights From A CX North America Panel Discussion
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...
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Report The ROI Of Design Thinking: Part 2, How To Calculate
Find Your Organization's ROI Using Forrester's Total Economic Impact Methodology
In part 1 of this two-part series on the ROI of design thinking, Forrester found that three-quarters of projects can return double their investment (or more) in design thinking — with a median...
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Report So You've Journey Mapped. Now What?
Three Ways To Use A Completed Journey Map As A Transformation Tool
Journey maps can be incredibly effective tools for driving a customer experience (CX) transformation, yet many CX professionals struggle with using them to create change. This report outlines some...
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Report Get Design Thinking Right: The Obstacles You'll Face And Six Tactics To Overcome Them
Despite the proven success of design thinking done right, many executives are reluctant to invest in it. To find out why, we surveyed and interviewed design thinking practitioners and found that...
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Report How To Succeed As A CX Professional
Lean On Your Strengths To Advance Your Career And Your Organization's CX Program
Even the best customer experience (CX) professionals struggle to drive change when their strengths aren't a good match for the CX challenges facing their organization. What's more, some CX pros...
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Report How US Companies Improved Their CX Index Scores
As customer expectations have continued to climb, overall Customer Experience Index (CX Index™) scores have continued to stagnate. In the run-up to 2019, a few companies outpaced the pack and made...
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Report The Canada Digital Retailers Customer Experience Index, 2019
How Canadian Digital Retail Brands Earn Loyalty With The Quality Of Their Experience
How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 11 digital retail brands that were analyzed...
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