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Report Come Together (Right Now) To Deliver The Next Best Experience
Vision: The Customer Analytics Playbook
February 12, 2021 | Brandon PurcellWe're living in the age of the customer, so it's understandable that many companies are striving — and claiming — to be customer obsessed. Yet many still fall short of creating superior customer...
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Report Gear Up For Experience Design
Tools And Technology: The User Experience Playbook
January 21, 2021 | David TruogCompanies investing in better user experience (UX) need tools for experience design (XD) but face a complex provider landscape spanning 19 categories of digital services and products. These tools...
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Report The Forrester Tech Tide™: Martech For B2C Marketers, Q3 2020
Tools And Technology: The Enterprise Marketing Technology Playbook
Marketing technology (martech) is critical to a firm's ability to plan, execute, and measure its marketing efforts. This Forrester Tech Tide™ report presents an analysis of the maturity and...
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Report The Forrester Wave™: Journey Orchestration Platforms, Q2 2020
The 11 Providers That Matter Most And How They Stack Up
June 15, 2020 | Joana de QuintanilhaIn our 28-criterion evaluation of journey orchestration providers, we identified the 11 most significant ones — Alterian, BryterCX, Coveo, Engage Hub, inQuba, Kitewheel, NICE, Pointillist, Roojoom,...
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Report The Forrester Wave™: Journey Mapping Platforms, Q2 2020
The Eight Providers That Matter Most And How They Stack Up
June 15, 2020 | Joana de QuintanilhaIn our 26-criterion evaluation of journey mapping providers, we identified the eight most significant ones — CustomersFirst Now, cx/omni, Decooda International, More than Metrics, MURAL, Strativity...
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Report The Forrester Tech Tide™: Digital Patient Engagement, Q1 2020
Twenty Technologies That Underpin Digital Patient Engagement
March 11, 2020 | Arielle Trzcinski, Annalise ClaytonDigital patient engagement is imperative to firms' ability to win, serve, and retain their customers. In efforts to improve this, healthcare organizations are evaluating, implementing, and...
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Report The Forrester Wave™: Global Omnichannel Customer Service Outsourcers, Q1 2020
The 10 Providers That Matter Most And How They Stack Up
March 11, 2020 | Ian JacobsIn our 29-criterion evaluation of global omnichannel customer service outsourcing providers, we identified the 10 most significant ones — Alorica, Atento, Concentrix, Conduent, Sitel, Sutherland,...
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Report Forrester Infographic: Optimize Your Digital Front Door Strategy To Enhance The Care Journey
February 26, 2020 | Arielle Trzcinski, Annalise ClaytonHealthcare organizations (HCOs) invest heavily in the digital front door but fail to engage customers digitally. There's a disconnect between what customers want and need and what HCOs deliver,...
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Report Now Tech: Healthcare CRM, Q1 2020
Forrester's Overview Of 17 Healthcare CRM Providers
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...
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Report Use Personalization To Drive Loyalty And Customer Obsession
January 28, 2020 | Emily CollinsThe personalization imperative for loyalty is clear: Companies that can't meet customer expectations for relevance and value risk losing their customers to brands that can deliver. But it's hard to...
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Report The Best Of Times And The Worst Of Times For Segmentation
Overthrow Traditional Customer Segmentation In The Personalization Revolution
December 10, 2019 | Brandon PurcellCustomer segmentation has long been a cornerstone of marketing campaigns, giving enterprises a way to partition their customer bases and plan interactions with them. However, in light of growing...
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Report The Journey Measurement Framework Applied In B2C And B2B
A Journey Measurement Series Report
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...
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Report The Journey Measurement Framework: Assess And Predict Journey Performance
A Journey Measurement Series Report
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....
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Report The Definitive Guide To Forrester's Journey Mapping Research
A Guide To Our 25 Leading Journey Mapping Reports
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...
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Report Use Your Contact Center To Deliver Great Banking Customer Experiences
Great Customer Service Does Not Happen By Chance
April 4, 2019 | Aurelie L'HostisWe surveyed and interviewed executives at retail banks to understand the state of contact centers and customer service in retail banking. This report examines the findings from our survey and...
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