Search Results
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Report Now Tech: B2B Customer Engagement Marketing, Q1 2019
Forrester's Overview Of 22 B2B Customer Engagement Marketing Providers
You can use customer engagement marketing (CEM) to identify and engage passionate customers, turn them into advocates, and use post-sale customer experience (CX) to outdistance the competition. But...
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Report Forrester's Top Customer Experience Research Findings Of 2018
February 22, 2019 | Rick ParrishForrester's customer experience (CX) research team published more than 100 reports in 2018. In this review, we pull our most important CX findings — across a range of topics — out of those reports...
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Report Use Emotion To Beat Customer Service Stagnation
DBS Bank, Disney, Humana, And Progressive Casualty Insurance Show You How
February 21, 2019 | Ian JacobsCustomer experience (CX) fatigue is a reality — and it's impeding improvements in customer service. While the customer service world has focused on improving the effectiveness and ease of CX, firms...
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Report Create A Customer Engagement Network To Accelerate Your Digital Business
Build A Customer-Centric Networking Infrastructure, Not A Technology-Focused Platform
February 20, 2019 | Andre KindnessAs infrastructure and operations (I&O) leaders move to support digital initiatives, they'll come to the difficult realization that their current network infrastructure can't adequately support...
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Report The Five Essential Steps To Plan Your CX Transformation
The Strategy Report In The CX Transformation Playbook
February 19, 2019 | Harley ManningCustomer 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...
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Report How To Build A VoC Program In Healthcare
Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. To drive success, healthcare organizations (HCOs) must be...
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Report How US Customers Research And Buy Life Insurance
Meet Prospects At The Point Of Need With Easy Ways To Research And Apply
Life insurance isn't consumers' top priority — until life events prompt them to buy it. Digital teams need to have the right resources in place for when that moment hits. This report explains why...
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Report Harness Marketing's Most Powerful Tool: Emotion
New Techniques Reveal Consumers' Real Decision Process
February 14, 2019 | Jim NailEmotions are essential to marketing, experience, and loyalty but have long seemed beyond rigorous definition and quantification. But market research firms are translating recent neuroscience and...
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Report Introducing Forrester's Employee Experience Index
Landscape: The Employee Experience Playbook
The debate about the importance of employee experience (EX) is moving into a new phase. It's no longer a question of whether EX is important. Now the debate is about which EX elements matter most....
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Report What's New In Service Design And What It Means For CX Pros
Highlights From The 2018 Global Service Design Conference With Forrester's Analysis
February 13, 2019 | Karine Cardona-SmitsWhat's the latest in service design, and what does it mean for customer experience (CX) professionals? Forrester attended the 2018 Service Design Global Conference in October to investigate, and we...
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Report The Winning Way To Plan Customer Research
Use Forrester's Customer Research Canvas To Drive The Why, What, How, And Who Of Your Research Efforts
Although companies increasingly recognize that if they want to improve CX significantly, they can't skip customer research, Forrester consistently hears from CX pros who struggle to conduct the...
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Report Use Customer Journeys To Guide Your Digital Insurance Strategy
Processes: The Digital Insurance Strategy Playbook
Digital insurance teams are keen to digitize the entire customer life cycle. They want to cut costs and offer convenience by enabling customers to get quotes and buy, manage, and renew policies...
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Report The Untapped Opportunity For B2B Insights
Firms Must Balance Growth And Efficiency With Four Insights Types
February 4, 2019 | Allison SnowB2B and B2B2C companies have focused their analytics programs on either customer insights (CI) and revenue or cost optimization and operations. This made sense in years past, when firms could focus...
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Report How Analytics Drives Customer Life-Cycle Management
Vision: The Customer Analytics Playbook
February 1, 2019 | Brandon PurcellWith the growing importance of customer insights (CI) in organizations, the role of analytics to extract insight and embed it back into organizational processes is at the forefront of business...
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Report Generate Brand Energy With Digital Experiences: Engage, Excite, And Entangle Your Customer
Processes: The Brand Experience Playbook
January 30, 2019 | Dipanjan ChatterjeeIn today's consumer environment, brand experiences are overwhelmingly digital — we touch, type, poke, and command our way through interactions. To create and sustain an emotion-driven brand, CMOs...
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Report Reset Your Technology Foundation For Customer Engagement
Beginner Level: Technology Practices For IT Transformation
Companies establishing their technology priorities for the age of the customer face an uphill battle against legacy systems and outdated technologies. This report outlines the technologies that...
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Report While Getting Started With Digital, Invest In Technology For Customer Engagement
Establish Your Technology Practices For Digital Business
Companies establishing themselves as digital businesses have a giant leap to make: They must stop treating technology as a cost center, and start treating it as a source of revenue, agility, and...
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Report The India Digital Retailers Customer Experience Index, 2018
How Indian Digital Retail Brands Earn Loyalty With The Quality Of Their Experience
January 24, 2019 | Amit BhatiaHow well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven digital retailers that we analyzed as part of...
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Report The CMO's Guide To CES 2019: Five Big Brand Ideas
January 23, 2019 | Dipanjan ChatterjeeCES, the world's largest tech show, is about much more than technology. For CMOs, CES is rich with innovation ideas, new brand experiences, and conversations about the future of marketing. If you...
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Report Gillette's Close Shave
A Consumer Energy Index Analysis
January 22, 2019 | Anjali LaiBrands are jumping into the messy arena of polarizing issues with greater fervor, and Gillette just raised the stakes. Within 72 hours of launch, its "We Believe" TV spot shot past 13 million views...
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Report New Retail Is Transforming Commerce
Get Ready For The Future Of Retail That Alibaba, JD, And Tencent Are Shaping
January 22, 2019 | Xiaofeng WangAlibaba's New Retail vision is now reality, and it's reshaping the retail landscape in China and beyond. JD.com, Tencent, and traditional retailers like Starbucks and Walmart are all jumping on the...
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Report Customer Service Pitfalls: Six Missteps And How To Avoid Them
Best Practices For Using Customer Service To Gain Competitive Differentiation
January 22, 2019 | Riccardo PastoInformed customer experience (CX) professionals leverage customer service to deliver memorable experiences across the three dimensions of CX quality: effectiveness, ease, and emotion. Why do so few...
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Report Now Tech: Experience Design Services In China, Q1 2019
Forrester's Overview Of 27 Experience Design Service Providers In Greater China
January 18, 2019 | Riccardo PastoYou can use experience design (XD) to shape customer-centric initiatives and business strategies, blur the boundaries between digital and physical, and attract and engage customers in Greater...
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Report Facebook: The Myth Of The Monopoly
A Consumer Energy Index Analysis
January 18, 2019 | Anjali Lai2018 was a challenge for Facebook, Inc.: Between the Cambridge Analytica scandal in Q1 and a security bug in Q4, the headlines revealed that its largest partners had access to users' personal data...
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Report Help Digital Banking Customers With Budgeting And Saving
Digital Feature Fix: Help Customers Stay On Top Of Their Finances With Effective Budgeting And Savings Tools
January 18, 2019 | Aurelie L'HostisA common pitfall on banks' websites and mobile apps is a lack of budgeting and savings tools to help customers improve how they manage their finances. This brief explains why budgeting and savings...