7 results in Reports
Sort by:
  • Harley Manning

Search Results

  • 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 Improving CX Through Business Discipline Drives Growth

    The Vision Report In The CX Transformation Playbook
    June 19, 2017 | Harley Manning, Rick Parrish

    As power shifts from businesses to customers, more firms respond by transforming their customer experience (CX) in an effort to retain or gain market share. That's a rational response because CX...

  • Report How Companies Improved Their CX Index Scores, 2016

    March 14, 2017 | Harley Manning, Dylan Czarnecki

    Forrester interviewed customer experience (CX) professionals at brands that showed the biggest year-over-year improvement in Forrester's Customer Experience Index (CX Index™) from 2015 to 2016. We...

  • Report Customer Experience Drives Revenue Growth In Europe, 2016

    The Correlation Between CX And Revenue Growth In Three Industries
    January 4, 2017 | Harley Manning, Dylan Czarnecki

    In the US, superior customer experience (CX) drives superior revenue growth when customers are free to switch their business and competitors offer differentiated CX. Does that relationship hold...

  • Report The CX Transformation Imperative

    It's Not Whether To Transform CX; It's When And How
    September 14, 2016 | Harley Manning

    A handful of famous brands have thrived despite their dreadful customer experience (CX). But now a confluence of digital disruption, consumer hyperadoption, and rising customer expectations...

  • Report Brief: Lessons From Speakers At Forrester's CXNYC 2016 Forum For CX Professionals

    Leaders Share The Foundations Of Superior Customer Experience
    August 16, 2016 | Harley Manning, Dylan Czarnecki

    At Forrester's CXNYC 2016 Forum, mainstage presenters shared how they create and maintain customer obsession at their companies. Their firms represent diverse industries from financial services and...

  • Report Customer Experience Drives Revenue Growth, 2016

    Comparing The Revenue Performance Of CX Leaders And Laggards
    June 21, 2016 | Harley Manning, Dylan Czarnecki

    It's the age of the customer, and transforming the customer experience (CX) is one of five critical market imperatives that companies need to shift toward customer obsession. But how can customer...

Content Type