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The Digital Customer Experience Improvement Playbook For 2018

Improve Your Digital Customer Experience

The boundary between digital and physical keeps getting blurrier, and emerging tech like virtual reality and AI-powered chatbots is going mainstream. This is raising the bar for customer experience...

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  • Report The Top 14 Hacks For Your CX Business Case

    Nail The Mechanics Of Your ROI Model And Compel Executives To Invest In CX
    August 24, 2018 | Maxie Schmidt-Subramanian

    In a recent survey, only 14% of CX professionals strongly agreed that the return on investing in CX is well established in their firms. To be fair, that's partly because building a compelling CX...

  • Report Your Digital Experience Technology Strategy Starts With A Customer Journey Map

    Strategic Plan: The Digital Experience Delivery Playbook
    August 15, 2018 | Ted Schadler

    As firms like REWE Group and Schneider Electric have learned, digital experience strategy shapes the technology you need — an investment that can take five years and cost between $20 million and...

  • Report CX Strategy Essentials

    Create An Actionable CX Strategy That Helps Achieve Business Goals
    July 30, 2018 | Ryan Hart

    Talk to 10 different customer experience (CX) professionals and you may get 10 different definitions of a CX strategy. While a CX strategy may take various forms and serve a variety of purposes,...

  • Report Root Your CX Vision In Your Brand

    Brands Must Keep Their Promises With CX
    April 26, 2018 | Ryan Hart, Dipanjan Chatterjee

    Forrester predicted in 2018 that brands that own their values will break away from those that merely borrow them. This means that companies that deliver authentic brand-anchored experiences will...

  • Report Adobe's Challenge To Marketers Will Require That They Join Forces With CX Pros

    Adobe Summit 2018 Charts The Right Path — But One That Will Need Deeper Customer Centricity For Success
    April 10, 2018 | Gina Bhawalkar

    Forrester attended Adobe's 2018 Summit for digital marketers to understand the vendor's vision and product enhancements and how they align with the customer goals for which CX and UX pros advocate....

  • Report Avoid These 14 CX Misconceptions

    March 19, 2018 | Rick Parrish, Kelly Price, Ryan Hart

    To provide a great customer experience (CX) reliably and efficiently, companies must master all six competencies of CX management (CXM). However, misconceptions can cause even the most experienced...

  • Report Creating Powerful Customer Experiences In A Low-Engagement Industry

    Answer Five Key Questions To Transform CX In The Retirement Sector
    October 13, 2017 | Tom Champion

    Delivering exceptional customer experiences (CX) in low-engagement industries is hard. This is particularly true for the retirement planning sector, which is typically both heavily regulated and...

  • Report The Perspective Problem In The Customer Life Cycle

    Your Company Undermines Profits By Misprioritizing Life Cycle Phases — Help It Stop
    August 28, 2017 | David Truog

    The classic customer life-cycle diagram is useful but gives equal weight to every phase — which does not reflect reality. And many companies ignore whether any phase is more important than any...

  • Report Gauge Your CX Management Maturity

    The Assessment Report In The CX Transformation Playbook
    June 19, 2017 | Rick Parrish

    Customer experience (CX) transformations don't happen by accident. They require a methodical approach that ensures thousands of people can work together to consistently produce the right...

  • Report The Five Essential Steps To Plan Your CX Transformation

    The Strategy Report In The CX Transformation Playbook
    June 19, 2017 | Harley Manning

    Customer experience (CX) transformations are huge, complex, and expensive. That's why, as a CX transformation leader, you need to craft a plan detailing why and how you want to transform your...

  • Report Customer Empathy: Three Essential Strategies For Cultivating It In Your Organization

    April 26, 2017 | Tony Costa

    To deliver great customer experiences, companies need high levels of customer empathy. Without it, CX efforts risk becoming self-serving and disconnected from customer needs, expectations, and...

  • Report Improve Physical Security And Customer Experience

    S&R Pros Must Develop Five Essential Capabilities In 2017
    March 9, 2017 | Merritt Maxim

    Every customer interaction plays a vital role in shaping that customer's confidence in your brand. While many businesses have heavily invested in optimizing the digital customer experience (CX),...

  • Report Embrace Customer Diversity And Inclusion For Business Growth

    Global Leaders Are Embracing Diversity And Designing Inclusive Experiences To Improve Customer Outcomes
    January 25, 2017 | Tom Champion

    Diversity is no longer merely about compliance and talent management. Trailblazing companies and government agencies are designing experiences for their marginalized customers to win in new...

  • Report Bridge The Gap From CX Strategy To Digital CX

    Road Map: The Digital Customer Experience Improvement Playbook
    January 23, 2017 | Andrew Hogan

    Even a well-defined customer experience (CX) strategy is no guarantee that your CX ambitions, digital or otherwise, will ever see the light of day. And translating that CX strategy into digital CX...

  • Report Drive Revenue With Great Customer Experience, 2017

    January 18, 2017 | Maxie Schmidt-Subramanian, Dylan Czarnecki, Laura Garvin Tramm

    Many customer experience (CX) pros find it hard to show the connection between improving CX and growing revenue. That's why Forrester built models that demonstrate how CX improvements drive revenue...

  • Report CX Pros: Strategies For Your First 90 Days On The Job

    Adopt A Two-Phase Program For Success
    January 17, 2017 | Amit Bhatia

    Customer experience (CX) roles are still fairly new to many organizations. Many professionals coming into these positions are new to the role too. In both cases, this creates challenges for CX pros...

  • Report How To Build The Right CX Strategy

    Strategic Plan: The Digital Customer Experience Improvement Playbook
    January 10, 2017 | Deanna Laufer

    Unless you have a well-defined customer experience (CX) strategy, your CX will be haphazard at best and fail to deliver sustainable benefits. This report tells CX professionals how to develop a...

  • Report Customer Experience Takes Center Stage In The Future Of Retail

    Forward-Looking Retailers Reshape The Chinese Market With Online-To-Offline Strategies And Lifestyle Shopping
    December 16, 2016 | Riccardo Pasto

    Mobile commerce and online-to-offline (O2O) strategies are driving consumer spending and making China the new frontier of innovative retail strategies. Instead of wiping out brick-and-mortar...

  • Report Brief: What CX Pros Can Learn From Pokémon Go

    Anticipatory CX Meets Augmented Reality In This Worldwide Smash Hit
    October 17, 2016 | Ryan Hart, James L. McQuivey

    The Pokémon Go phenomenon has washed across the globe like a tsunami, and while the pace at which it is subsiding is as rapid as its inundation, it leaves valuable customer experience (CX) lessons...

  • Report Brief: When To Rethink Even A Successful CX Strategy

    October 12, 2016 | Deanna Laufer

    Most organizations treat customer experience strategic planning as an annual or biannual event triggered by the calendar. Not so for customer-obsessed organizations: Their planning efforts are...