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  • Report Every Business Should Master Customer Success Management To Boost Customer Loyalty

    Customer Success Management Ensures Customers Get Value
    October 17, 2019 | TJ Keitt

    Because customer success management (CSM) was first developed at B2B software-as-a-service (SaaS) companies, many customer experience (CX) pros believe it only applies to a subset of businesses....

  • Forum CX Singapore 2019

    Change The Game: Driving Radical CX Innovation
    August 28, 2019 | Singapore | Frederic Giron

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Forum CX NYC 2019

    Change The Game: Leading Radical CX Innovation
    June 11, 2019 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Report Create Employee Personas To Power EX Strategy

    May 9, 2019 | Angelina Gennis

    A well-designed employee experience (EX) makes employees feel more connected to the overall organization, motivating them to invest their time and talent in doing great work. EX professionals...

  • Forum CX Sydney 2019

    Change the Game: Driving Radical CX Innovation
    May 9, 2019 | Sydney | Michael Barnes, Riccardo Pasto, James Staten

    Good news. CX leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and more focused on business impact....

  • Report How Developers Deploy Test Automation To Enable Continuous Software Delivery

    OFTA Providers' Reference Customers Illuminate The Future Of Test Automation
    September 7, 2018 | Diego Lo Giudice

    An increasing number of enterprises are adopting omnichannel functional test automation (OFTA) tools to speed up software delivery. Application development and delivery (AD&D) teams appreciate...

  • Report The Customer Journey Atlas In Six Steps

    How To Organize And Prioritize Your Journey Mapping Efforts For Success
    August 8, 2018 | Kelly Price

    Journey mapping is one of the most popular and powerful tools for improving customers' experiences: 88% of customer experience (CX) pros report that their firms do it. Yet many firms still struggle...

  • Report The Forrester Wave™: Omnichannel Functional Test Automation Tools, Q3 2018

    The 15 Providers That Matter Most And How They Stack Up
    July 26, 2018 | Diego Lo Giudice

    In our 26-criteria evaluation of omnichannel functional test automation (OFTA) providers, we identified the 15 most significant ones — Conformiq, Eggplant, Experitest, IBM, Micro Focus Silk, Micro...

  • Report Now Tech: Omnichannel Functional Test Automation Tools, Q1 2018

    Forrester's Overview Of 21 Omnichannel Functional Test Automation Providers For Continuous Testing
    March 22, 2018 | Diego Lo Giudice

    Application development and delivery (AD&D) teams use omnichannel functional test automation (OFTA) tools to improve quality, reduce testing cycle time, and deliver business value faster. But to...

  • Report CIOs: Use CX Principles To Improve Your IT Brand

    Improved EX Will Give IT The Business Support It Needs To Excel
    March 9, 2018 | Matthew Guarini, Nate Meneer

    IT teams are always looking for ways to improve. Traditional efforts like service management and process design can help improve the way IT delivers services, but these initiatives alone are not...