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FORRESTERNOW
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 Delight The Right Customers To Build A Successful Business
June 9, 2020 | TJ KeittBusinesses often chase high overall customer experience (CX) scores. But these beacon metrics, which measure the average experience across all customers, provide limited insights to business...
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Report How Customer Experience Drives Business Growth, 2019
December 13, 2019 | Maxie Schmidt-Subramanian, Laura Garvin TrammMany customer experience (CX) pros find it hard to prove the business impact of improving CX. So Forrester built industry-specific models that show how CX improvements drive growth by increasing...