Search Results

• Report Prioritize The Tech That Paves The Path To People-First Marketing

  Tools And Technology: Experience-Led Marketing Playbook

  January 12, 2021 | Stephanie Liu

  CMOs and marketers are increasingly aware of their potential impact on the customer experience (CX). Nearly half of global marketing decision-makers say it's a high or critical priority. CMOs and...

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  Playbook The Customer Loyalty Playbook For 2021

  Create A Loyalty Strategy, Not Just A Rewards Program

  Earning customer loyalty demands more than implementing a rewards program. Strategies that rely purely on loyalty programs offering points and discounts miss an opportunity to drive deeper...

  Read more of the Executive Overview >

• Report Singapore Banking Customers Prefer Hybrid Experiences

  Delight Customers With The Best Of Both Worlds: Digital And Physical

  December 18, 2020 | Tom Mouhsian

  Our annual CX Index and financial services studies offer fresh perspectives on what customers like, trust and prefer. In this report, we focus on customer experiences that take place in both...

• Report The ROI Of Privacy

  Business Case: The Customer Trust And Privacy Playbook

  November 30, 2020 | Fatemeh Khatibloo, Reggie Lau

  Organizations have traditionally focused investment and resources on preventing data breaches, but consumers are growing more aware of privacy breaches and creepy experiences. B2C marketers must...

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  Playbook The Omnichannel Advertising Playbook For 2021

  Create An Omnichannel Advertising Strategy Centered On Customer Experience

  B2C marketers need to embrace omnichannel advertising strategies to orchestrate connected experiences that drive better results. How? By adopting a customer-obsessed planning and buying approach...

  Read more of the Executive Overview >
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  Webinar B2C Marketing Predictions 2021

  The Five Predictions B2C Marketers Must Have On Their Radar For 2021

  November 2, 2020 | Stephanie Liu, David Novitzky

  2020 was a challenging year for B2C marketers, who faced a pandemic and data limitations. As marketers turn their attention to 2021, Forrester has 5 predictions on why marketers will shift to...

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  Webinar Where The Grocery Industry Goes Next: Marketing And E-Commerce (Part 2 of 2)

  October 23, 2020 | Fiona Swerdlow, Sucharita Kodali, Xiaofeng Wang

  Forrester’s analysts present a series of overviews, panels, and discussions on the solutions, tactics, and technologies shaping the grocery industry, both in stores and online. This webinar...

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  Webinar The Canada Customer Experience Index, 2020

  August 27, 2020 | Michelle Yaiser, Rick Parrish

  During this webinar, we delve into the latest results from Forrester’s Canada Customer Experience Index. We explain the pandemic’s effects on this year’s results, discuss trends...

• Report Advance Your Approach To Customer Loyalty

  Assessment: The Customer Loyalty Playbook

  July 24, 2020 | Emily Collins

  If you're serious about earning and maintaining customer loyalty, you can't treat it as a tactic or a discrete program anymore. Customer loyalty requires strategic alignment, deliberate planning,...

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  Webinar The US Customer Experience Index, 2020: CX Differentiation Is The Key To Long-Term Success

  June 23, 2020 | Michelle Yaiser, TJ Keitt

  During this webinar, we review the latest results from Forrester's US Customer Experience Index. We explain how the pandemic had little impact on this year's results, discuss trends in CX quality...

• Report Delight The Right Customers To Build A Successful Business

  June 9, 2020 | TJ Keitt

  Businesses 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...

• Report Research Overview: Strategies For Digital Success In The US Grocery Sector

  April 28, 2020 | Scott Compton, Madeline Cyr

  Marketing, operations, innovation in the digital store, and data and insights are core to any retail establishment. To help digital business pros develop grocery store digital retail strategies,...

• Report Research Overview: Strategies For Digital Success At Quick-Service Restaurants

  April 24, 2020 | Scott Compton

  Marketing, operations, innovation in the digital store, and data and insights are core to any retail establishment. To help eBusiness and channel strategy professionals develop their digital retail...

• Report Customer Experience Trends In China, 2020

  How COVID-19 Affects Customer Expectations In China

  April 21, 2020 | Meng Liu

  Chinese enterprises in general and digital businesses in particular have been innovating and raising the bar for customer experience (CX) both within and beyond the country, including during the...

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  Webinar What's Hot And What's Not In Retail Tech For 2020

  April 21, 2020 | Brendan Witcher, Nicole Murgia

  In the highly competitive world of commerce, retailers and brands must invest in tech initiatives that will differentiate them, drive revenue growth, and keep their customers satisfied. In this...

• Report The State Of Retail Loyalty In 2020

  An Evaluation Of 13 Retail Loyalty Programs

  April 9, 2020 | Sucharita Kodali, Emily Collins

  Shoppers love retail loyalty programs. Three-quarters of online consumers belong to at least one program, and they report regularly using the programs to which they belong. However, not all loyalty...

• Report The Australia Banking Customer Experience Index, 2019

  How Australian Banks Earn (And Lose) Loyalty With The Quality Of Their Experience

  April 1, 2020 | Riccardo Pasto

  How well do leading banks earn loyalty with the quality of their customer experience (CX)? This report reveals the complete rankings of eight banks that we analyzed as part of the Australia CX...

• Report The Australia Superannuation Customer Experience Index, 2019

  How Australian Superannuation Firms Earn (But Mostly Lose) Loyalty With The Quality Of Their Experience

  April 1, 2020 | Riccardo Pasto

  How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? This report reveals the complete rankings of seven superannuation...

• Report Create A Loyalty Strategy, Not Just A Rewards Program

  Executive Overview: The Customer Loyalty Playbook

  March 26, 2020 | Emily Collins

  Earning customer loyalty demands more than implementing a rewards program. Strategies that rely purely on loyalty programs offering points and discounts miss an opportunity to drive deeper...

• Report The ROI Of Loyalty Programs

  Business Case: The Customer Loyalty Playbook

  March 5, 2020 | Emily Collins, Reggie Lau

  Loyalty programs help companies identify and collect rich data about their best customers to reward, recognize, and retain them. This report helps B2C marketing professionals make the case for...

• Report How To Be A Loyalty Company

  Vision: The Customer Loyalty Playbook

  February 28, 2020 | Emily Collins

  B2C marketers are already onboard with the idea that earning customer loyalty requires more than just offering a loyalty program. Yet they struggle to evolve their efforts when faced with the scope...

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  Webinar Balancing The Privacy-Personalization Paradox

  February 27, 2020 | Fatemeh Khatibloo

  Marketers face a Catch-22: Most customers want to be rewarded for their loyalty with better-tailored content and offers, but they really hate the data practices that personalization requires. In...

• Report The Dark Pattern Trap: How To Prevent Decisions That Help Short-Term KPIs But Hurt Loyalty

  February 26, 2020 | Andrew Hogan

  Many companies drive growth by manipulating customers — breaking no laws but breaking trust. While these design decisions can boost revenues in the short term, they frustrate customers, demoralize...

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  Webinar How To Be A Loyalty Company

  February 13, 2020 | Emily Collins

  B2C marketers understand that earning customer loyalty requires more than just offering a loyalty program. Any interaction a customer has with a brand has the potential to impact their loyalty. But...

• Report The India Auto Manufacturers Customer Experience Index, 2019

  How Indian Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

  January 28, 2020 | Amit Bhatia

  How well do leading auto manufacturing brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven auto brands that we analyzed as part of the...