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• Report Geopolitical Disruption Demands Local Trust

  CMOs At Global Brands Must Pivot To Truly Multilocal Operations

  February 11, 2021 | Thomas Husson

  Even before COVID-19, significant economic, political, and tech trends were fragmenting the global order. The pandemic's economic and social crises and associated geopolitical shifts will drive...

• Report Focus On Process, Technology, And Collaboration To Enhance Employee Enablement

  Intermediate Level: The CX Transformation Playbook

  February 5, 2021 | TJ Keitt

  Most companies have started down the path of creating employee experiences that enable good customer experience (CX) delivery. Few, though, have moved beyond small troubleshooting efforts to more...

• Report Five Steps To Enable Customer Experience Delivery

  Beginner Level: Enablement Practices For CX Transformation

  February 5, 2021 | TJ Keitt, Angelina Gennis, Samuel Stern

  Companies depend on their employees to deliver high-quality customer experience (CX). And employees depend on companies to provide tools and design processes that enable them to effectively serve...

• Report Top Lessons For EX From The CX Playbook

  CX Programs Have Been There, Done That, And Their Lessons Can Speed EX Maturity

  January 29, 2021 | Amit Bhatia, David Johnson

  While the fields of employee experience (EX) and customer experience (CX) have many differences, they're fundamentally similar: Both relate to improving human experiences to produce better people...

• Report Evolve Your Experience Research Practice

  Advanced Level: Research Practices For CX Transformation

  January 21, 2021 | Kelly Price

  This report about experience research — one of the six competencies of customer experience (CX) — is for experience research leaders who have scaled up their practice, so their companies: 1) follow...

• Report Scale Your Experience Research Practice

  Intermediate Level: Research Practices For CX Transformation

  January 21, 2021 | Kelly Price

  This report about experience research — one of the six competencies of customer experience (CX) — is for experience research leaders who have established a solid practice, so their companies...

• Report The ROI Of Design Thinking: Part 2, How To Calculate

  Find Your Organization's ROI Using Forrester's Total Economic Impact Methodology

  July 15, 2020 | Benjamin Brown, Sam Karpinski

  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...

• Report So You've Journey Mapped. Now What?

  Three Ways To Use A Completed Journey Map As A Transformation Tool

  July 6, 2020 | Joana de Quintanilha, Sam Karpinski

  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...

• 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...

• Report The Innovation Engine: Unleash Your Employees' Potential To Innovate

  February 26, 2020 | Jennifer Wise

  Companies strive to innovate, but their attempts often fizzle. Two root causes of this failure are: 1) a lack of organizational buy-in for the innovation function and 2) a company culture that puts...

• Report How US Companies Improved Their CX Index Scores

  February 20, 2020 | Harley Manning, Sam Karpinski, William Willsea

  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...

• Report Modern Employee Experience Practices Are Table Stakes For The Customer-Obsessed Firm

  Executive Overview: The Employee Experience Playbook

  November 15, 2019 | Keith Johnston, Nick Monroe

  The time has come for businesses to retire ineffective employee experience (EX) practices and develop EX programs that attract, retain, and cultivate the modern worker. This playbook helps...

• Report Who Should Design: Blend Democratization, Expertise, And Representativeness

  A Design Revolution Series Report

  October 17, 2019 | David Truog, Gina Bhawalkar, Karine Cardona-Smits

  Some companies believe design success is a matter of training employees in design thinking. Others entrust designing only to professional designers. Both approaches are wrong. Firms need both...

• Report Research Overview: The Design Revolution

  A Customer Experience Guide To Advancing Your Design Maturity, Overcoming Myths About Design, And Staffing For Good Design

  October 17, 2019 | David Truog, Gina Bhawalkar, Karine Cardona-Smits

  This document is a short overview of the "Design Revolution" series with links to the documents it contains. The series lays out for experience design (XD) professionals and their colleagues the...

• Report EX Measurement Best Practices: New Data Sources, New Insights, And More Accountability

  How To Continuously Shape A PEAK Employee Experience

  September 3, 2019 | Maxie Schmidt-Subramanian, Samuel Stern

  Most companies devote so much of their limited employee experience (EX) measurement resources to surveying employees that they overlook other sources of insights and fail to act on the insights to...

• Report CX NYC 2019 Day Two Highlights: Humanizing Radical CX Innovation

  Top Takeaways About Employee Experience, Moments That Matter, And Differentiating With Privacy

  August 15, 2019 | Harley Manning

  Customer expectations continue to rise faster than companies are making customer experience (CX) improvements. At this year's CX NYC Forum, analysts and practitioners shared new ways for CX pros to...

• Report Case Study: The CX Transformation Success Secrets Of Crowe

  How One B2B Firm Uses Exceptional Client Experience To Fuel Business Growth

  May 22, 2019 | Samuel Stern, Angelina Gennis

  Many companies try to transform their customer experience (CX), but few succeed. B2B public accounting, consulting, and technology firm Crowe has defied the odds and successfully transformed its...

• Report The Extended Reality Opportunity Today: Your Employees

  Consumers Aren't Ready For Augmented, Virtual, Or Mixed Reality Yet — But Your Workforce Is

  April 4, 2019 | Jennifer Wise, Samuel Stern

  The hype keeps growing about extended reality (XR) — virtual, augmented, and mixed reality (VR, AR, and MR). But the legions playing AR-enabled Pokémon Go that seemed to herald the zombie...

• Report Who Leads Employee Experience? A Snapshot Of EX Executives And Their Reporting Structures

  The Roles, Titles, Teams, And Responsibilities Behind EX Transformation

  April 2, 2019 | Samuel Stern, Rebecca McAdams

  Who owns employee experience (EX), what are their key initiatives, and who are their key collaborators? These are questions we hear frequently from our clients, so we set out to find the answers....