484 results in Reports
Sort by:
Refine
  • Drive revenue with great customer experience

Search Results

  • For Customer Experience Professionals

    Report

    Report European Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 17 Mobile Banking Apps
    July 24, 2017 | Alex Causey, Andrew Hogan

    For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are European mobile banking apps...

  • For Customer Experience Professionals

    Report

    Report The CX Fusion Imperative

    Deliver Experiences That Holistically Fuse The Human, Digital, Physical, And Virtual Realms
    July 19, 2017 | Allegra Burnette, Julie A. Ask

    Designed experiences are fusing human, digital, physical, and virtual elements more and more — interconnecting people, places, and objects with data; letting customers move across channels; and...

  • For Customer Experience Professionals

    Report

    Report How To Run A Co-Creation Journey Mapping Workshop

    Discover CX Improvements By Understanding Customer Behaviors And Emotions
    July 13, 2017 | Riccardo Pasto

    Firms struggle to produce complete, actionable customer insights because they don't invest in qualitative research on their customers. With co-creation journey mapping, customer experience (CX)...

  • For Customer Experience Professionals

    Report

    Report Use Co-Creation Journey Mapping To Improve Your Customer Research

    Engage Customers In Storytelling And Visualization Activities To Understand Their Behaviors And Emotions
    July 10, 2017 | Riccardo Pasto

    Research-based customer understanding is the foundation of a great customer experience (CX). Performing research directly with customers is essential to truly understanding their needs,...

  • For Customer Experience Professionals

    Report

    Report The Seven Steps Of Highly Effective Journey Mapping

    Transform To Customer Centricity By Doing Journey Mapping Right

    Journey maps are wildly popular, and for good reason: Done right, they can transform the customer experience (CX) your company delivers and even alter its culture. But producing journey maps won't...

  • For Customer Experience Professionals

    Report

    Report The Top Five Challenges For Mapping B2B Customer Journeys

    June 21, 2017 | Tony Costa, TJ Keitt

    Customer journey mapping is a popular tool among B2B CX professionals. But the complexity of business relationships can make it difficult for CX pros to properly set up and execute journey mapping...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Quick Take: Amazon Buying Whole Foods Raises A Red Flag For All Retailers

    Playing Defense Will Just Prolong Your Demise
    June 20, 2017 | Brendan Miller, Brendan Witcher

    On June 16, 2017, Amazon announced that it's buying Whole Foods for $42 a share, in a deal valued at $13.7 billion. In this report, we analyze why Amazon is significantly upping its game from...

  • For Customer Experience Professionals

    Report

    Report Why And How To Lead A CX Transformation

    The Executive Overview Of The CX Transformation Playbook
    June 19, 2017 | David Truog

    A laser-like focus on customer experience (CX) is the best path to business success. Forrester has proven this by analyzing major brands' financial results and showing that they correlate with how...

  • For Customer Experience Professionals

    Report

    Report Four Myths About Consumer Emotion That Are Leading You Astray

    A Consumer Technographics® Report
    June 19, 2017 | Anjali Lai

    Companies that struggle to resonate with customer emotions often lack an understanding of how those emotions work; they're trapped in the belief that technology is functional, not emotional. We can...

  • For Customer Experience Professionals

    Report

    Report The Six Key Steps To Instituting Good Customer Research

    Establish Your Research Practices For CX Transformation
    June 19, 2017 | Kelly Price

    CX transformation requires that you understand your customers in depth and communicate that understanding to employees and partners. To do this, you need to establish a robust research competency....

  • For Customer Experience Professionals

    Report

    Report Differentiate By Developing A Research Portfolio And Collaboration System

    Optimize Your Research Practices For CX Transformation
    June 19, 2017 | Kelly Price

    Has your organization established a solid, rigorous customer research competency? If so, you're ready, as a customer experience (CX) transformation leader, to advance to optimizing — by applying...

  • For Customer Experience Professionals

    Report

    Report Boost Research Speed, Scale, And Experimentation For Breakaway CX

    Innovate Your Research Practices For CX Transformation
    June 19, 2017 | Kelly Price

    Have you optimized your organization's research competency? If you have, you are consistently applying best practices and strong discipline to understanding your customers in depth and...

  • For Customer Experience Professionals

    Report

    Report Elevate Your Design Practice To Differentiate Experiences

    Optimize Your Design Practices For CX Transformation
    June 19, 2017 | Jennifer Wise

    As you lead your organization's journey to customer experience (CX) transformation, you're ready to optimize once you've established a solid and rigorous design competency. That means adopting best...

  • For Customer Experience Professionals

    Report

    Report Experiment With New Approaches At The Leading Edge Of Design

    Innovate Your Design Practices For CX Transformation
    June 19, 2017 | Andrew Hogan

    Have you optimized your organization's design competency? If you have, your design practice is now consistently applying best practices and strong discipline to defining and refining experiences...

  • For Customer Experience Professionals

    Report

    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...

  • For Customer Experience Professionals

    Report

    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...

  • For Customer Experience Professionals

    Report

    Report Global Customer Experience Trends, 2017

    Insights From Forrester's Customer Experience Index™
    June 13, 2017 | Rick Parrish, Dylan Czarnecki

    How good are customer experiences globally? In this report, we use Forrester's Customer Experience Index (CX Index™) data from 2015 and 2016 to reveal CX trends around the world. We dive deep into...

  • For Customer Experience Professionals

    Report

    Report How To Build Customer Trust Faster

    Why And How To Use The Customer Experience To Earn Customer Trust
    June 12, 2017 | Tom Champion

    Customer trust is still on the decline even as security budgets and compliance requirements continue to increase. Security and compliance are critical, but leaders are not taking a customer-centric...

  • For Security & Risk Professionals

    Report

    Report A Secure Blockchain Will Transform Security And Risk Management

    Secure Payments, Cryptocurrencies, Anti-Money Laundering, Identity Verification Demand New, Distributed, And Tamper-Evident Transaction Databases
    June 9, 2017 | Andras Cser, Martha Bennett

    Secure blockchains will become the foundation for verifiable transactions — both business and operational — running the gamut from payments, financial transfers, and shipment tracking to identity...

  • For CIO Professionals

    Report

    Report Case Study: Telefónica Digitizes Its Operations In Service Of The Customer

    Simplified And Automated Operations Drive Employee Engagement And Better Customer Experience
    June 7, 2017 | Dan Bieler, Frederic Giron

    This case study covers the transformation of Telefónica's operations as a driver of improved customer experiences. It shows how the CIO's focus on simplification and automation, including a "zero...

  • For Customer Experience Professionals

    Report

    Report Case Study: A Large Retailer Jump-Starts Its CX Transformation By Focusing On Ease

    Big Bazaar Improved Convenience Throughout The Shopping Journey
    May 26, 2017 | Amit Bhatia

    In 2016, Big Bazaar, a major India-based retailer, saw its scores in Forrester's annual Customer Experience Index (CX Index™) rise by the largest year-on-year margin of any brand in the country....

  • For Customer Experience Professionals

    Report

    Report Rethink Customer Service To Build Emotional Engagement

    Strategies For Building Customer Loyalty With Empathy And Human Interactions
    May 22, 2017 | Riccardo Pasto

    Service organizations aiming only to appeal to the rational side of customers' needs will have an increasingly difficult time maintaining loyalty. Companies with a reputation for great service...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 European Mobile Banking Benchmark

    BBVA Comes Top In Our Review Of European Mobile Banking Services
    May 16, 2017 | Aurelie L'Hostis

    Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations but also anticipate their future needs and improve their...

  • For Customer Experience Professionals

    Report

    Report Seven Ways To Scale Customer Journey Mapping Capabilities

    May 10, 2017 | Tony Costa

    Interest in customer journey mapping has exploded over the last couple years, and Forrester continues to see large numbers of CX pros adopt it as a way of solving a range of CX challenges. As...

  • For Customer Experience Professionals

    Report

    Report CX Teams: What They Do, Where They Report, How Big They Are, And How Much They Spend

    May 8, 2017 | Samuel Stern

    In May and June of 2016, Forrester fielded a survey to customer experience (CX) professionals across the globe and received hundreds of completed responses detailing what CX professionals are...

Content categories

Refine your results

Date Range

Primary Role

Methodology

Industry

Topics

Region

Vendor

Analyst