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  • Customer Experience Ecosystem

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  • For eBusiness & Channel Strategy Professionals

    Report

    Report AI Will Revolutionize Digital Experiences

    AI Will Help Brands Win, Serve, And Retain Customers Across A Connected Experience Ecosystem
    September 11, 2017 | Julie A. Ask

    A host of technologies that broadly fall under the umbrella of artificial intelligence (AI) are revolutionizing how digital business professionals can design and deliver digital experiences. As AI...

  • For Customer Experience Professionals

    Report

    Report Four Tech Giants Dominate Your Customer Experience

    Capitalize On The Influence Of Amazon, Apple, Facebook, And Google On Your Customers
    July 26, 2017 | TJ Keitt

    Alphabet's Google, Amazon, Apple, and Facebook set your customers' expectations for customer experience (CX) because they hold a prominent place in people's lives. CX professionals need to...

  • For B2C Marketing Professionals

    Report

    Report Elevate Loyalty Strategies With Digital Ecosystems

    Empowered Consumers In Asia Pacific Demand Versatile, Digital, And Localized Loyalty Programs
    July 17, 2017 | Xiaofeng Wang

    Empowered consumers have more options than ever before, and customers of firms in Asia Pacific are particularly fickle. As a result, brands' standalone loyalty programs have been losing the charm...

  • 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 eBusiness & Channel Strategy Professionals

    Report

    Report The Digital Business Imperative

    February 15, 2017 | Ted Schadler, Nigel Fenwick

    Customers' power in the marketplace continues to ramp up, so eBusiness leaders still need to transform digital customer experiences, including marketing, sales, and channels. The ability to align...

  • For Customer Experience Professionals

    Report

    Report How Emerging Technology Is Changing CX

    Continuous Improvement: The Digital Customer Experience Improvement Playbook
    January 24, 2017 | Kelly Price, Tony Costa

    New technologies offer opportunities to connect with customers by designing more appealing experiences. But if those experiences aren't rooted in customer centricity, they won't win hearts and...

  • For Customer Experience Professionals

    Report

    Report Getting To Yes: Five Strategies To Earn Cooperation From CX Ecosystem Stakeholders

    Performance Management: The Customer Experience Ecosystem Playbook
    January 18, 2017 | Rick Parrish

    With customer experience (CX) competition intensifying, businesses must look beyond mere cosmetic CX makeovers. To solve the root causes of CX problems and create truly differentiated experiences,...

  • For Customer Experience Professionals

    Report

    Report Drive Differentiation With Your Ecosystem

    Executive Overview: The Customer Experience Ecosystem Playbook
    January 13, 2017 | Rick Parrish, Dylan Czarnecki

    To deliver truly standout experiences, companies must align a complex interdependent ecosystem of customers, employees, partners, and operating environments. Forrester calls this the "customer...

  • For Customer Experience Professionals

    Report

    Report Reinvent Customer Experience

    Road Map: The Customer Experience Ecosystem Playbook
    December 20, 2016 | Rick Parrish

    A whopping 70% of customer experience (CX) pros say that their firm's goal is to be a CX leader in their industry or across all industries. Despite that, only 1% of companies succeed in delivering...

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Ecosystem Redefined

    Vision: The Customer Experience Ecosystem Playbook
    November 29, 2016 | Rick Parrish, Dylan Czarnecki

    Customer experience (CX) competition is intensifying, and fundamental flaws in ambitious companies' CX ecosystems are thwarting their efforts to differentiate. To help CX professionals better...

  • For Customer Experience Professionals

    Report

    Report Where Customer Experience Management Technology Can And Can't Help You Govern CX

    Tools And Technology: The Customer Experience Ecosystem Playbook
    November 11, 2016 | TJ Keitt

    Customer experience (CX) professionals are bombarded with technology that will supposedly let them manage their customers' experience. But do these solutions actually support the customer...

  • For Customer Experience Professionals

    Report

    Report How Companies Master Their Customer Experience Ecosystems

    Benchmarks: The Customer Experience Ecosystem Playbook
    May 11, 2016 | TJ Keitt

    The key to an excellent customer experience (CX) is a well-coordinated customer experience ecosystem. However, the complexity of this network of employees, partners, and customers makes...

  • For Customer Experience Professionals

    Report

    Report How To Spur Collaboration Across Your Customer Experience Ecosystem

    April 11, 2016 | TJ Keitt

    Customer experience (CX) ecosystems thrive on information-fueled collaborations. But the volume of data and the number of people involved in these interactions create barriers to effective...

  • For Customer Experience Professionals

    Report

    Report Transforming Customer Experience Requires A Service Provider Ecosystem

    Processes: The Customer Experience Ecosystem Playbook
    March 11, 2016 | TJ Keitt, Liz Herbert

    To lead in customer experience (CX), businesses need to operate in new ways to respond to customers' demands and competitive pressures. New technologies, such as mobile devices and cloud services,...

  • For Customer Experience Professionals

    Report

    Report A Step-By-Step Guide To Mapping Your Customer Experience Ecosystem

    Assessment: The Customer Experience Ecosystem Playbook
    January 29, 2016 | Rick Parrish

    Customer experience (CX) initiatives often falter because companies don't know what the actual CX is and the complex dynamics behind it. To find the underlying causes of problems and plan for...

  • For Customer Experience Professionals

    Report

    Report Brief: IBM's New Tools For CX Ecosystem Management

    The IBM Watson Portfolio Aims To Help CX Professionals Master Their Operating Environment
    December 16, 2015 | TJ Keitt

    In October 2015, IBM held its Insight conference in Las Vegas. Most customer experience (CX) professionals didn't pay attention — but they should have. IBM showed how its emerging data assets and...

  • For Customer Experience Professionals

    Report

    Report How To Move Your Company's Line Of Visibility

    Give Customers Greater Control Of Their Experiences By Exposing — And Hiding — The Right Elements Of Your Ecosystem

    Companies that excel at customer experience make deliberate and intentional decisions about where to place the line of visibility — the conceptual divide in a customer experience ecosystem that...

  • For Customer Experience Professionals

    Report

    Report CX Pros Are Blind To The Line Of Visibility

    Prevent Avoidable Customer Experience Mistakes By Rethinking Your Ecosystem's Line Of Visibility
    March 6, 2015 | Tony Costa, Samuel Stern

    Most companies don't understand all of the complex interdependencies that shape their customer experience outcomes. As a result, many customer experience (CX) pros and the experiences they are...

  • For Customer Experience Professionals

    Report

    Report How To Map Your Customer Experience Ecosystem

    January 5, 2015 | Rick Parrish

    Customer interactions are shaped by a complex set of interdependencies that Forrester calls the customer experience ecosystem. In order to make significant and long-lasting customer experience...

  • For Customer Experience Professionals

    Report

    Report Empower Your Employees To Renovate Your Customer Experience Ecosystem

    Tap Workers' Knowledge Of Ecosystem Constituencies To Create New Value
    November 18, 2014 | TJ Keitt

    Building healthy customer experience (CX) ecosystems is challenging because CX executives often don't view customer experience holistically. Fortunately, there are employees in the workplace that...

  • For Customer Experience Professionals

    Report

    Report Case Study: Health Leads Builds A New Customer Experience Ecosystem

    Health Leads Marries Customer And Resource Databases With Social Technologies To Address Patients' Socioeconomic Issues
    July 2, 2014 | TJ Keitt

    Health Leads is a Massachusetts-based nonprofit that seeks to improve healthcare for low-income communities. To this end, Health Leads deploys 1,000 college student Advocates to help patients in...

  • For Customer Experience Professionals

    Report

    Report Want A Healthy Customer Experience Ecosystem? Free Your Workers

    Why Simplified Access To Information Is Essential For An Adaptive Customer-Centered Enterprise
    May 23, 2014 | TJ Keitt

    A customer experience ecosystem is the product of interactions between a business' employees, partners, and customers. An emerging class of information worker -- employees who use a computer at...

  • For Customer Experience Professionals

    Report

    Report Tools For Mastering The Customer Experience Ecosystem

    April 9, 2013 | Jonathan Browne

    To make meaningful customer experience improvements, organizations need to align their customer experience ecosystems. That requires understanding customers' deep needs, viewing interactions from...

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Ecosystem

    February 28, 2013 | Kerry Bodine

    Even companies that make customer experience a strategic priority struggle to implement major long-lasting improvements. That's because they fail to connect behind-the-scenes activities to customer...

  • For CMO Professionals

    Report

    Report Marketers Need To Embrace The Customer Experience Ecosystem

    July 1, 2011 | Luca S. Paderni

    While marketers spend most of their efforts and resources on top-of-mind channels like the Web or TV, two-thirds of consumers report lackluster interactions with brands, leading to low levels of...