Search Results

• Report How To Establish A CX Measurement Program

  Beginner Level: Measurement Practices For CX Transformation

  February 25, 2021 | Faith Adams, Maxie Schmidt-Subramanian

  Customer experience (CX) transformation requires companies to quantify experience quality and its link to the organization's overall metrics. To do this, CX leaders must establish robust...

• Report Now Tech: Voice-Of-The-Customer (VoC) Vendors, Q1 2021

  Forrester's Overview Of 39 VoC Providers

  February 19, 2021 | Faith Adams

  You can use voice-of-the-customer (VoC) tools to collect and analyze customer feedback and data, socialize the information, inform customer experience (CX) improvements, and track the results of...

• Report Now Tech: Virtual Healthcare Platforms, Q1 2021

  Forrester's Overview Of 28 Virtual Healthcare Platform Providers

  January 14, 2021 | Arielle Trzcinski

  Healthcare organizations (HCOs) can use virtual care (VC) to increase the capacity of existing clinical teams, improve clinical outcomes and lower medical spend for patients and members, and defend...

• Report The Forrester Wave™: Location Intelligence Platforms, Q2 2020

  Tools And Technology: The Digital Intelligence Playbook

  June 23, 2020 | James McCormick

  In our 30-criterion evaluation of location intelligence platform providers, we identified the nine most significant ones — CARTO, Esri, Google, Hexagon, MapLarge, Microsoft, Oracle, Salesforce, and...

• 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...

• Report Now Tech: Healthcare CRM, Q1 2020

  Forrester's Overview Of 17 Healthcare CRM Providers

  February 21, 2020 | Arielle Trzcinski, Kate Leggett

  You can use healthcare CRM to attract, acquire, and retain customers; aggregate complex and disparate data sets; and provide insight to drive behavior change. But to realize these benefits, you'll...

• Report Microsoft Is About To Shake Up Low-Code Platforms

  Determine Power Apps' Place In Your App Dev Strategy Now

  December 3, 2019 | Rob Koplowitz, John Rymer

  The low-code development market is red hot as enterprises seek new ways to build more software more quickly. About 100 vendors are jockeying for dominance, but a new sheriff just came to town....

• Report Customize Your CX Champions Program

  Build A Program To Grow CX Culture And Expand Organizational Impact

  November 26, 2019 | Angelina Gennis

  Customer experience (CX) champions or ambassadors programs are growing in popularity, with surprising diversity in execution. Many are an increasingly valuable aspect of CX teams' efforts and...

• Report Now Tech: Location Intelligence Technologies, Q3 2019

  Forrester's Overview Of 34 Location Intelligence Technology Providers

  July 18, 2019 | James McCormick, Emily Miller

  You can use location intelligence technology to make sense of big spatial and customer location data; democratize advanced spatial insights; and scale intelligent business decisions, actions, and...

• Report The Forrester Wave™: Customer Service Solutions, Q2 2019

  The 12 Providers That Matter Most And How They Stack Up

  June 18, 2019 | Kate Leggett

  In our 33-criterion evaluation of customer service solution providers, we identified the 12 most significant ones — Appian, bpm'online, Freshworks, Microsoft, Oracle, Pegasystems, Salesforce, SAP,...

• 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...