Search Results

• Report Your Brand's Customer Experience Depends On Partner And Customer Understanding

  Best Practices For Qualitative And Quantitative Research With And About Partners

  December 14, 2020 | Angelina Gennis, Sam Karpinski

  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...

• Report How B2B2C Companies Can Invest In Their Partners And Boost Everyone's Bottom Lines

  Enable Your Partners To Maximize Efficiency And Increase Revenue

  December 14, 2020 | Angelina Gennis, Sam Karpinski

  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...

• 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 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 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...