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  • Ryan Hart

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  • 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 Three Ways To Evolve CX Prioritization

    Innovate Your Prioritization Practices For CX Transformation
    April 9, 2018 | Ryan Hart

    Companies with well-established, high-functioning prioritization competencies have a wide-open opportunity for innovation and experimentation. Customer experience (CX) professionals can focus their...

  • 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 Power Prioritization Decisions With A Dynamic Tool

    Optimize Your Prioritization Practices For CX Transformation
    March 15, 2018 | Ryan Hart, Dylan Czarnecki

    Once organizations have established a prioritization framework for understanding and assessing CX initiatives based on customer impact, business impact, and feasibility of implementation, they're...

  • Report Prioritize Your CX Efforts By Three Categories

    Establish Prioritization Practices For CX Transformation
    March 15, 2018 | Ryan Hart, Dylan Czarnecki

    For a customer experience (CX) transformation to take hold and drive sustainable gains, CX pros need to proactively prioritize and manage multiple projects. That's a challenge given multiple...

  • Report Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response

    CX quality has largely stalled. Why? Survey data shows that people interact with brands more, which means they have more experiences and form more perceptions. But the data also shows that trust in...

  • Report Executive Q&A: Reboot The Team With An Empathy Map

    The What, Why, And How Of Empathy Maps
    August 30, 2017 | Ryan Hart

    Customer experience (CX) leaders need to seed and nurture an empathetic culture to support successful and sustainable CX transformations. Empathy maps serve as an effective, quick way to...

  • Report The Six Key Steps To Instituting Good Experience Design

    Establish Your Design Practices For CX Transformation

    CX transformation requires experience design competency — you need to be able to define and refine experiences based on your vision and on research-based customer understanding. To get started, go...

  • Report Lead With A Scaled Design Thinking Mindset

    Embrace Design For Customer Obsession
    May 8, 2017 | Ryan Hart

    Some of the most admired, innovative, and valuable companies in the world have embraced the practice of design — not simply to differentiate their products in the market, but also to improve the...

  • Report Customers Need A Reason To Remember You

    Use Strategically Placed Signature Moments To Create Memories
    April 20, 2017 | Ryan Hart

    Customer experience (CX) pros must understand that customers won't remember their experiences with the brand unless it evokes a memorable emotion or two. The irony is that the more friction-free...

  • Report Five Things CX Pros Should Know About Service Design

    January 18, 2017 | Ryan Hart

    At its core, the practice of service design borrows from the human-centered and iterative elements of design thinking and applies them across a service journey of sequential interactions. Customer...

  • Report Case Study: Shimano Marries The Physical And Digital In An Interactive Experiential Space

    November 21, 2016 | Ryan Hart

    Great "bits and mortar" experiences aren't just for B2C firms; more B2B firms are fusing physical and digital into attractive, interactive experiences that boost engagement, product education, and...

  • Report The Australia Customer Experience Index, 2016

    A Benchmark Of How Well Brands In Australia Use The Customer Experience To Create And Sustain Customer Loyalty
    October 31, 2016 | Tom Champion, Ryan Hart

    The 2016 Customer Experience Index (CX Index™) data for Australia is in — and what it reveals is disappointing. This year, Forrester's CX Index took a deeper look at fewer brands in the Australian...

  • 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: The Demise Of The Chinese Group Tour

    Metro China's Travelers Are Going Independent — Are You Ready For Them?
    October 13, 2016 | Riccardo Pasto, Ryan Hart

    Over the past 15 years, China's outbound tourism has changed dramatically and grown to become the largest in the world. Chinese travelers are now younger, more confident, and have higher...

  • Report The China Customer Experience Index, 2016

    A Benchmark Of How Well Brands In China Use The Customer Experience To Create And Sustain Customer Loyalty
    August 31, 2016 | Riccardo Pasto, Ryan Hart

    The 2016 Customer Experience Index (CX Index™) data for China is in, and what it reveals is surprising. The most comprehensive CX survey of its kind in China, this year Forrester's CX Index...

  • Report Brief: US And UK Banks Need To Show Customers That They're Valued

    Banks Need To Emotionally Connect With Customers To Exceed Expectations And Drive Loyalty
    July 19, 2016 | Ryan Hart

    Forrester's CX Index data shows that while most US and UK banks do a fairly good job of meeting their customers' basic needs and expectations, only a few do a standout job at exceeding those...

  • Report The Dawn Of Anticipatory CX

    Anticipation Is The Missing Link In Staying Ahead Of Rising Expectations
    July 12, 2016 | Ryan Hart, James L. McQuivey

    Welcome to the dawn of anticipatory CX. Customer expectations are rising faster than companies can evolve their value propositions, creating unprecedented urgency among business leaders. Customer...