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FORRESTERNOW

As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Forum CX Sydney

    The Time Is Now: Lead With Experience
    April 30, 2020 | Virtual Event | Michael Barnes

    CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

  • Report Video: How To Find Your Value-For-Customer Sweet Spot

    Use This Exercise To Find The Differentiating Blend Of Value Dimensions That Matches Your Target Customers' Needs
    March 30, 2020 | Maxie Schmidt-Subramanian, Shar VanBoskirk, Su Doyle

    Even if you think about "value for customer" the right way, you must still find the sweet spot in which you uniquely help your most important target customers create value. To help you do that,...

  • Report The State Of CX Management Maturity, 2018

    The Benchmark Report In The CX Transformation Playbook
    December 31, 2018 | Rick Parrish

    Organizations that want to provide great customer experience (CX) reliably must master CX management because even a track record of high-quality CX is no guarantee it will continue. Mature CX...