Search Results

• Report Implement Effective Customer Service Metrics

  Benchmarks: The Contact Centers For Customer Service Playbook

  January 15, 2021 | Ian Jacobs, Kate Leggett

  Customer service leaders can easily become distracted by the sheer volume of metrics available for tracking operational activities and may fail to deliver on key business goals. To keep customer...

• Report The Massive Business Leadership Opportunity For Analyst Relations During A Pandemic

  Deploy Mission-Critical Insight

  August 4, 2020 | Kevin Lucas

  A pandemic shakes up a vendor and its analyst relations (AR), leaving AR uncertain about where to focus. Its instinct is to protect its existing AR program, which typically prioritizes influence....

• 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 Measuring Design's Impact: Establish, Extend, And Elevate Your Approach

  A Design Impact Series Report

  June 24, 2020 | Gina Bhawalkar

  Adopting design measurement best practices helps experience design (XD) teams achieve benefits ranging from getting UX improvements prioritized to earning the opportunity to influence strategic...

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  Webinar The Business Impact Of Design: Best Practices For Measuring It

  June 24, 2020 | Gina Bhawalkar

  Measuring and communicating the value of an experience design (XD) practice yields many benefits, from getting UX improvements prioritized to elevating the impact and reach of the XD team. But most...

• Report The Business Impact Of Design: Five Best Practices For Measuring It

  Business Case: The User Experience Playbook

  May 14, 2020 | Gina Bhawalkar

  Experience design (XD) professionals struggle to measure and communicate the impact of their work. And that's a missed opportunity for them, because by mastering design measurement, they can reap...

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  Webinar Why CX: Proof That Investing In Experience Improves Revenue, Costs, And Risk

  May 6, 2020 | Judy Weader, Maxie Schmidt-Subramanian

  Customer experience (CX) leaders are struggling to keep executive attention — and their own jobs — because they’re failing to make a case that resonates with their leadership....

• Report Why CX: Proof That Investing In Experience Improves Revenue, Cost, And Risk

  Use Data From More Than 20 Companies To Make A Measurable And Meaningful Business Case For CX

  May 5, 2020 | Judy Weader, Maxie Schmidt-Subramanian

  Customer experience (CX) can be a critical differentiator and transformation catalyst, but its effects are limited when those leading the CX charge can't make a measurable and meaningful case for...

• Forum CX Sydney

  The Time Is Now: Lead With Experience

  April 30, 2020 | Virtual Event | Michael Barnes

  CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

• 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...

• 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 Get Design Thinking Right: The Obstacles You'll Face And Six Tactics To Overcome Them

  April 8, 2020 | Gina Bhawalkar, Sam Karpinski

  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...

• Report CX Teams In 2019: What They Do, Where They Report, And Their Size And Budget

  February 20, 2020 | Angelina Gennis

  In May and June 2019, Forrester fielded a survey to customer experience (CX) professionals across the globe. We received hundreds of completed responses detailing what CX professionals are...

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  Webinar Customer Experience Predictions For 2020: It’s All About Proving Business Results

  January 22, 2020 | Harley Manning

  When it comes to customer experience (CX) predictions, there’s an elephant in the room that’s dominating our thinking this year: money. Why? Because in 2020, proving that CX delivers...

• Report Forrester Infographic: The ROI Of Design Thinking

  Costs, Benefits, And Where They Come From

  November 20, 2019 | Benjamin Brown, Ryan Hart

  As practitioners struggle to quantify and articulate the business impact of design thinking, organizations are challenged with scaling and funding design thinking in a meaningful way. The purpose...

• Report The Journey Measurement Framework Applied In B2C And B2B

  A Journey Measurement Series Report

  November 18, 2019 | Joana de Quintanilha, Maxie Schmidt-Subramanian

  To build a journey measurement framework, customer experience (CX) pros must define in-journey signals and end-of-journey success metrics. This report provides two illustrations of these — for a...

• Report Predictions 2020: Customer Experience

  Economics Will Drive Major CX Decisions But Not Always For The Best

  October 31, 2019 | Harley Manning, Andrew Hogan, Rick Parrish

  Improving customer experience (CX) is a superior way for companies to grow revenue and increase profits. In 2020, CX professionals who can prove the ROI of what they do face a strong job outlook,...

• 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 How To Choose The Right CX Beacon Metric

  Use Our 13-Criterion Tool To Determine Whether NPS, Satisfaction, Or Another KPI Should Be Your Organization's Top-Level CX Metric

  August 29, 2019 | Maxie Schmidt-Subramanian

  Firms need a customer experience (CX) beacon metric to measure the overall success of their CX efforts, rally employees behind CX as a priority, and build a CX measurement architecture. But CX...

• Report The Journey Measurement Framework: Assess And Predict Journey Performance

  A Journey Measurement Series Report

  August 22, 2019 | Maxie Schmidt-Subramanian, Joana de Quintanilha

  Most customer experience (CX) pros struggle to assess whether journeys are successful for the customer and the company. The solution: Evolve from traditional measurement to journey measurement....

• Report The Definitive Guide To Forrester's Journey Mapping Research

  A Guide To Our 25 Leading Journey Mapping Reports

  August 2, 2019 | Angelina Gennis, Joana de Quintanilha, TJ Keitt

  Forrester has written more than 50 reports for customer experience (CX) pros on customer journey maps, which are fundamental tools for understanding and improving CX. Whether you are familiarizing...

• Report Tips For Scaling Your Design Thinking Practice

  July 30, 2019 | Ryan Hart

  Design thinking practitioners still struggle to garner and maintain support for their methodology. This report offers proven methods for overcoming common obstacles that customer experience (CX)...

• Report Q&A: Customer Effort Metrics — CX Pros Must Measure More Than "How Much"

  July 29, 2019 | Maxie Schmidt-Subramanian

  Customer experience (CX) professionals who want to measure customer effort often fail to consider important aspects of this challenge. This report answers five big questions CX pros should ask...

• Report Five Key Trends To Benchmark DevOps Progress

  January 31, 2019 | Charles Betz, Will McKeon-White

  To succeed in the digital age, infrastructure and operations (I&O) professionals must keep abreast of market trends and benchmark across many facets of their business and technology practices. This...