Search Results
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Report Three Ways To Evolve CX Prioritization
Advanced Level: Prioritization Practices For CX Transformation
November 13, 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 Case Study: JD.com Delivers Superior CX With Digital Supply Chain And In-House Logistics
How China's Largest Retailer Wins By Infusing Operations With Emerging Tech
JD.com, the largest retailer in China, sees investments in logistics and supply chain as key enablers of sustainable customer experience (CX) differentiation in a highly competitive market. This...
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Report Four Steps To Add Social Media To Your Marketing Strategy
Strategic Plan: The Social Marketing Playbook
When pursuing social marketing, many marketers prioritize channel decisions (e.g., "Where should my brand be on social media?") over understanding if and how they can help their consumers while...
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Report Build A Case To Show Social's Value To Marketing And The Entire Enterprise
Business Case: The Social Marketing Playbook
November 9, 2018 | Jessica LiuWhen marketers disregard crafting a strong business case for their social investments, they eventually struggle to prove social marketing's value. Creating a business case enables marketers to gain...
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Report The Metropolitan Indian Consumer Tech Stack
Our 2018 Indian Benchmark Data Overview Shows The Four Forces Of Adoption
Humans were born to embrace today's technologies. In 2018, Forrester has surveyed 110,460 online adults in 20 countries to see how people embrace technology, why they use it, and what that will...
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Report Predictions 2019: B2C Marketing
Consumer Power Pushes Marketers To Better Data And Experiences, But Not Without A Few Fumbles
Almost halfway through the age of the customer, consumers are making their increasing power felt when dealing with brands. With customer preference and privacy taking center stage in 2018, B2C...
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Report Predictions 2019: Healthcare
CX Measurement Frameworks, Virtual Care, And AI Come To The Fore
2019 will be marked by many changes in the healthcare industry. Threats to US healthcare reform loom in midterm elections, ongoing legislation battles, and Supreme Court appointments. Consolidation...
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Report Predictions 2019: Retail
Global Economics, Regulators, And Brand Strategies Will Shape The Year Ahead For Retailers And Brands
Digital business professionals, get ready now for a tumultuous 2019. The key: Put digital at the heart of your business strategy to navigate everything from global economic factors to the growth of...
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Report Predictions 2019: CMO
Branding Brings Oomph To Differentiate CX
Marketing needs a boost of energy, but it won't come from purely provocative ads or some cool new technology. In the age of the customer, the best source of energy for a brand is the customer. As...
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Report Predictions 2019: Employee Experience
The Spotlight Shines Bright As Executives Scramble To Improve EX
Low unemployment and high quit rates are intensifying the already bright spotlight on employee experience (EX). But while companies, EX professionals, and executives are anxious to improve employee...
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Report Predictions 2019: Customer Experience
Customer Experience Comes Under Fire
Customers expect their experiences to keep getting better. Trouble is, they haven't — or at least not enough to keep up with those rising expectations. This has been going on for the last three...
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Report Steer Your Customers' Insurance Journeys With Benchmarks
Benchmarks: The Digital Insurance Strategy Playbook
November 2, 2018 | Ellen CarneyDigital touchpoints must constantly evolve to reflect how consumers and small businesses research, buy, and use insurance. Digital insurance strategy leaders need to deploy digital services that...
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Report How US Online Consumers Research And Buy Credit Cards, 2018
Online Capabilities Are Crucial To The Purchase Journey
November 1, 2018 | Alyson ClarkeCredit cards remain the top-selling financial product in the US. Digital touchpoints play a key role for prospects during the purchase journey, making the actions of digital teams crucial to...
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Report Focus On Process, Technology, And Collaboration To Enhance Employee Enablement
Intermediate Level: The CX Transformation Playbook
Most companies have started down the path of creating employee experiences that enable good customer experience (CX) delivery. Few, though, have moved beyond small troubleshooting efforts to more...
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Report Marketers: Rate Your Customer Privacy Proficiency
Assessment: The Customer Trust And Privacy Playbook
October 31, 2018 | Fatemeh KhatiblooFor better or worse, many modern marketing tactics represent an enormous privacy and security risk to your organization. That means B2C marketers need to develop privacy awareness, build privacy...
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Report Your New CX Mandate: Be The Engine Of Growth
Lessons Learned At Forrester's CX Singapore 2018 Summit
October 31, 2018 | Frederic GironEase and effectiveness are now table stakes for customer experiences (CX). Companies must design experiences that evoke positive emotions to deepen customer loyalty and differentiate their brand....
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Report The Six Key Steps To Instituting Good Experience Design
Beginner Level: Design Practices For CX Transformation
Getting experience design right is essential to customer experience (CX) transformation — it means performing specific activities required for defining and refining experiences based on your vision...
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Report Boost Research Speed, Scale, And Experimentation For Breakaway CX
Advanced Level: Research Practices For CX Transformation
October 30, 2018 | Kelly PriceGetting customer research right is essential to CX transformation — it means performing specific activities required for understanding your customers in depth and communicating that understanding...
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Report Experiment With New Approaches At The Leading Edge Of Design
Advanced Level: Design Practices For CX Transformation
October 30, 2018 | Andrew HoganGetting experience design right is essential to CX transformation — it means performing specific activities required for defining and refining experiences based on your vision and research-based...
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Report The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018
The Nine Providers That Matter Most And How They Stack Up
October 30, 2018 | Faith AdamsIn our 40-criteria evaluation of customer feedback management (CFM) providers, we identified the nine most significant ones — Clarabridge, Confirmit, InMoment, MaritzCX, Medallia, NICE Satmetrix,...
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Report Gauge Your CX Management Maturity
The Assessment Report In The CX Transformation Playbook
October 29, 2018 | Rick ParrishCustomer experience (CX) transformations don't happen by accident. They require a methodical approach that ensures thousands of people can work together to consistently produce the right...
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Report Why And How To Lead A CX Transformation
The Executive Overview Of The CX Transformation Playbook
October 29, 2018 | David TruogA laser-like focus on 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 customers perceive...
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Report The Six Key Steps To Instituting Good Customer Research
Beginner Level: Research Practices For CX Transformation
October 29, 2018 | Kelly PriceGetting customer research right is essential to CX transformation — it means performing specific activities required for understanding your customers in depth and communicating that understanding...
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Report Empowered Customers Inspire Email Innovation
Your Best Subscribers Will Help You Do More With Email
October 26, 2018 | Shar VanBoskirkForrester routinely studies its consumer data to understand attitudes toward email marketing. This time, we applied Forrester's Empowered Customer Segmentation to our analysis to learn how the most...
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Report For B2C Marketers, Customer Data Platforms Overpromise And Underdeliver
Simplicity Isn't Enough To Solve Complex Marketing Challenges
Enterprise B2C marketers face the convoluted task of wrangling myriad customer data to deliver customer-centric, contextually relevant engagement. Amid this challenge, customer data platforms...