Search Results
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Report Now Tech: Social Listening Platforms, Q2 2018
Forrester's Overview Of 31 Social Listening Platform Providers
May 24, 2018 | Jessica LiuYou can use social listening platforms to accomplish messaging optimization, market research, and product innovation using social media data. But to access these benefits, you'll first have to...
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Report Best Practices: Building An Agile, Innovation-Focused Digital Ecosystem
How Digital Leaders Partner With Technology Providers To Deliver Digital Experiences, Operations, And Innovation
May 24, 2018 | Duncan JonesTechnology providers are a vital part of every company's digital transformation, but too often, obsolete vendor management processes stifle innovation. This report explains why and how CIOs should...
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Report Why Paying Employees For Delivering Good CX Is A Bad Idea
How CX Pros Can Make Every Employee Accountable For CX Delivery Without Resorting To Monetary Incentives
Firms should hold employees accountable for delivering better experiences. Many companies do so by linking CX performance to variable pay. Unfortunately, that is a mistake. We identified five myths...
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Report The Forrester Wave™: Digital Asset Management For Customer Experience, Q2 2018
The 13 Providers That Matter Most And How They Stack Up
May 23, 2018 | Nick BarberIn our 30-criteria evaluation of digital asset management (DAM) providers, we identified the 13 most significant ones — Adobe, Aprimo, Bynder, Canto, CELUM, Cognizant, MediaBeacon, Northplains,...
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Report How To Build A Customer Success Program
The Five Things You Need To Effectively Deliver Customer Success
May 16, 2018 | TJ KeittMany business-to-business (B2B) leaders believe customer success management (CSM) will help them manage the customer experience (CX). But how do you build a CSM organization to do this? This report...
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Report It's Time For Retail Stores To Open Their Doors To The Digital Org
Organization: The Digital Store Playbook
May 14, 2018 | Brendan WitcherDigital business mastery and serving customers consistently across their shopping journeys are shattering traditional retail silos. Managing P&L statements in channel silos drives companies to...
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Report Four Questions CX Pros Should Ask — But Usually Don't — When Evaluating VoC Vendors
Questions To Help Guide Your Vendor Selection Process
May 11, 2018 | Faith AdamsCX pros use voice of the customer (VoC) platforms to listen to their customers, interpret the data, guide action, and monitor ongoing progress. But a crowded marketplace with fuzzy boundaries...
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Report Customer Service Reboot: The Rise Of The Gig Economy
Basic Queries And Field Service Needs Are Ripe For Freelance Workers To Handle
May 8, 2018 | Ian JacobsContact centers struggle to balance the need to contain costs and to provide differentiating customer service. To achieve both goals, brands would do well to explore nontraditional — or gig economy...
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Report Case Study: HaiDiLao Cooks The Competition With Memorable Customer Service
Build Emotional Engagement With Authentic Human Interactions
May 7, 2018 | Riccardo PastoHaiDiLao has steadily grown its business from being a little-known restaurant brand in China to becoming the dominant chain of hot-pot restaurants across Asia. This report details some of the...
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Report Four Steps To Establish An Innovative Marketing Function
The Strategy Report In The Marketing Innovation Playbook
May 7, 2018 | Keith JohnstonTrue marketing innovation focuses on evolving from staid, traditional marketing approaches to a new worldview that prioritizes solving customer problems over promoting product. To do this, you must...
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Report Root Your CX Vision In Your Brand
Brands Must Keep Their Promises With CX
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...
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Report The Forrester Wave™: Customer Database And Engagement Agencies, Q2 2018
The Eight Agencies That Matter Most And How They Stack Up
In our 32-criteria evaluation of customer database and engagement agencies, we identified the eight most significant ones — Ansira, Epsilon, Harte Hanks, LiquidHub, Merkle, RRD Marketing Solutions...
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Report Answers To Common Questions About Forrester's Customer Experience Index
Frequently Asked Questions About The CX Index Methodology, Business Impact Simulator, And Benchmark Study
Companies need a way to measure changes in the quality of their customer experience (CX), understand how it compares to competitors' CX, and prioritize improvements that will grow revenue....
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Report Digital CX Trends, 2018
Landscape: The Digital Customer Experience Improvement Playbook
In our 2017 edition of this digital CX trends report, Forrester identified how technology was advancing user interfaces by adding AI enablers and how innovation labs and employee tools that support...
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Report The Forrester Life Insurance Wave™: US Sales Websites, Q2 2018
US Life Insurers Disappoint With Weak Digital Guidance
Digital touchpoints are supplementing and sometimes displacing traditional sales touchpoints like advisors as customers research and then buy life insurance. To see how helpful they are to...
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Report The Future Of Digital Experiences
Vision: The Mobile eBusiness Playbook
Digital channels are more amorphous and fragmented than ever. However, they share a common core: mobile. Mobile will emerge as the central choreographer in this broader, connected ecosystem....
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Report The Future Of The Digital Store
Vision: The Digital Store Playbook
April 13, 2018 | Ananda ChakravartyToday's empowered customers use multiple digital devices to engage with brands and retailers on their own terms while shopping in-store. At the same time, new technologies are transforming retail...
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Report Evaluate Your Approach To Successful B2B Content Marketing
Five Areas Create And Deliver More Customer Value
To attract attention and build a following, B2B marketers must shift their content marketing from being product-focused to building relationships. This report helps marketers identify the...
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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 BhawalkarForrester 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....
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Report Three Ways To Evolve CX Prioritization
Innovate Your Prioritization Practices For CX Transformation
April 9, 2018 | Ryan HartCompanies with well-established, high-functioning prioritization competencies have a wide-open opportunity for innovation and experimentation. Customer experience (CX) professionals can focus their...
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Report Success With Bots And Virtual Assistants Depends On The Human Element
Use These AI-Powered Solutions To Optimize Engagement With Early-Stage Buyers
April 9, 2018 | Steven CaseyChatbots and virtual assistants (VAs) may be built on artificial intelligence (AI) and deliver digital experiences through virtual personas — but the success B2B marketers realize from them will...
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Report Deliver The Right Rich Media Every Time
April 6, 2018 | Mark GrannanConsumers have an appetite for rich media, and the amount of content out there is exploding in an attempt to satisfy them. Unfortunately, the bandwidth available to your creative team is static and...
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Report Find And Fix The Gaps In Your Modern Software Delivery
Assessment: The Modern Application Delivery Playbook
Customer-obsessed organizations increasingly expect application leaders to speed and scale software delivery. Many leaders know they need to improve, but they struggle with what to do and where to...
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Report The Consumer Tech Stack
Our 2018 US Benchmark Data Overview Reveals The Four Forces Of Adoption
Humans were born to embrace the technologies we track. Coming into 2018, Forrester surveyed 110,460 online adults in 20 countries to see how much people of every type embrace technology, why they...
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Report Modernize Your Martech Stack For Moments
Evolve Your Marketing Strategy And Technology To Serve Customers In Their Defining Moments
The world is changing, along with consumers' expectations of experiences and communication from brands. The paradigm for customer engagement is shifting from large, monolithic experiences that...