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  • Report The US Multichannel Retailers Customer Experience Index, 2019

    How US Multichannel Retail Brands Earn Loyalty With The Quality Of Their Experience
    September 10, 2019 | Fiona Swerdlow, Michelle Yaiser

    How well do leading multichannel retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 42 multichannel retail brands that were...

  • Report The US Digital Retailers Customer Experience Index, 2019

    How US Digital Retail Brands Earn Loyalty With The Quality Of Their Experience
    September 9, 2019 | Fiona Swerdlow, Michelle Yaiser

    How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 11 digital retail brands that were analyzed...

  • Report Gauge Your Customer Analytics Maturity

    Assessment: The Customer Analytics Playbook
    September 6, 2019 | Brandon Purcell, Emily Miller

    Customer analytics powers customer obsession by helping insights-driven businesses understand their customers and drive growth. While advanced statistical techniques form the backbone of customer...

  • Report Gauge Your CRM Maturity

    Assessment: The CRM Playbook
    August 30, 2019 | Kate Leggett

    An explosion of channels, new technologies like artificial intelligence, and demanding consumers challenge organizations to reshape the way that they target, acquire, retain, understand, and...

  • Report How To Choose The Right CX Beacon Metric

    Use Our 13-Criterion Tool To Determine Whether NPS, Satisfaction, Or Another KPI Should Be Your Organization's Top-Level CX Metric
    August 29, 2019 | Maxie Schmidt-Subramanian

    Firms need a customer experience (CX) beacon metric to measure the overall success of their CX efforts, rally employees behind CX as a priority, and build a CX measurement architecture. But CX...

  • 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...

  • Webinar The Cost Of Losing Creativity

    The ROI Of Investing In An Agency For Creating And Differentiating Your Brand
    August 28, 2019 | Jay Pattisall

    Marketers and agencies have overinvested in technology to increase lifetime customer value. But now that their go-to strategy — improving customer experience (CX) — has stalled,...

  • Report The Singapore Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    August 27, 2019 | Tom Mouhsian, Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of the 16 brands in three industries and the government sector in the...

  • Report The ROI Of CX Transformation

    The Business Case Report In The CX Transformation Playbook
    August 15, 2019 | Maxie Schmidt-Subramanian

    Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX leaders need to invest in areas like...

  • Report CX NYC 2019 Day One Highlights: Your Guide To Radical CX Innovation

    What Customers Really Want, Tackling Values-Based CX Head On, And How To Transform Yourself Into An Effective Change Agent
    August 15, 2019 | Harley Manning

    Customer expectations continue to rise faster than companies are making customer experience (CX) improvements. At this year's CX NYC Forum, analysts and practitioners shared new ways for CX pros to...

  • Report B2B Insights Deep Dive: Use AI To Activate Emotion

    A Pragmatic Guide To Using AI To Influence Choices Along B2B Customer Journeys
    August 8, 2019 | Allison Snow, Emily Miller

    Artificial intelligence is a hot topic: Techniques are more sophisticated than ever before, and enterprise opportunities abound. Techniques of the past have fallen short of enabling firms to get to...

  • Report B2B Insights Deep Dive: Use AI To Drive Engagement

    A Pragmatic Guide To Using AI To Nurture Two-Way Conversations With B2B Audiences
    August 8, 2019 | Allison Snow, Emily Miller

    Artificial intelligence is a hot topic: Techniques are more sophisticated than ever before, and enterprise opportunities abound. Techniques of the past have fallen short of enabling firms to get to...

  • Report B2B Insights Deep Dive: Use AI To Demonstrate Empathy

    A Pragmatic Guide To Using AI To Understand Context In B2B Customer Journeys
    August 8, 2019 | Allison Snow, Emily Miller

    Artificial intelligence is a hot topic: Techniques are more sophisticated than ever before, and enterprise opportunities abound. Techniques of the past have fallen short of enabling enable firms to...

  • Report At A Glance: Use AI To Focus B2B Insights On The Human Imperative

    Boost Buyer Experiences With Empathy, Engagement, And Emotion
    August 8, 2019 | Allison Snow, Emily Miller

    Artificial intelligence is a hot topic: Techniques are more sophisticated than ever, and enterprise opportunities abound. Techniques of the past have fallen short of enabling firms to get to know...

  • Webinar The Canada Customer Experience Index, 2019

    Modest Gains Amid Stagnation Give Canadian CX Its Best Year Yet
    August 6, 2019 | Michelle Yaiser, Rick Parrish

    During this webinar, we delve into the latest results from Forrester’s Canada Customer Experience Index. We discuss trends in CX quality at the brand and industry level, the role that emotion...

  • Webinar So You Want To Hire A Loyalty Provider? Best Practices For Vendor Selection

    July 25, 2019 | Emily Collins

    Companies across industries are increasing their investments in loyalty marketing, but the landscape of providers is vast and often confusing. Based on the findings from our recent loyalty services...

  • Report Keys To Implementing A B2B Customer Experience Program

    Lessons Learned From The B2B Track Session At CX NYC
    July 24, 2019 | TJ Keitt, Judy Weader

    Customer experience (CX) professionals at B2B companies have expressed a desire to learn more about how to create or improve upon their programs. This report shares highlights from the speakers at...

  • Report Advance Your Approach To Customer Loyalty

    Assessment: The Customer Loyalty Playbook
    July 23, 2019 | Emily Collins

    If you are serious about earning and maintaining customer loyalty, you can't treat it as a tactic or a discrete program anymore. Customer loyalty requires strategic alignment, deliberate planning,...

  • Report Research Overview: Text Analytics Technology

    A Guide To General-Purpose And Domain-Specific Platforms For Text Analytics
    July 18, 2019 | Boris Evelson

    To become an insights-driven business, organizations must strive to turn all data at their disposal into actionable insights. This is especially challenging when both structured and unstructured...

  • Report Now Tech: Location Intelligence Technologies, Q3 2019

    Forrester's Overview Of 34 Location Intelligence Technology Providers
    July 18, 2019 | James McCormick, Emily Miller

    You can use location intelligence technology to make sense of big spatial and customer location data; democratize advanced spatial insights; and scale intelligent business decisions, actions, and...

  • Report The Canada Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    July 15, 2019 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 161 brands across 14 industries in the Canada Customer Experience...

  • Report Forrester Infographic: State Of CX In India

    Lessons Learned From Forrester’s CX Index™ Data
    July 11, 2019 | Amit Bhatia

    Since 2015, Forrester has been measuring the customer experience (CX) in India using our proprietary Customer Experience Index (CX Index) methodology. This infographic presents some key insights on...

  • Webinar Chart Your Course To Marketing Measurement Maturity

    July 9, 2019 | Tina Moffett, Jim Nail

    Marketing measurement and optimization is an indispensable discipline for B2C marketing leaders because it helps tame the flood of marketing and customer data, providing insights that fuel business...

  • Report Insights-Driven Cities Deliver Effective Governance

    People, Process, Data, And Technology Improve Service Delivery And Citizen Experience

    The decade-old "smart city" moniker is yielding its hold. Hail the rise of the "insights-driven city," in which city leaders use data insights to understand the needs of citizens, optimize...

  • Webinar Make The Most Of Your VoC Technology Investments

    July 2, 2019 | Faith Adams

    Customer experience (CX) pros continue to invest in technologies to propel their voice of the customer (VoC) efforts forward — but the market has become quite crowded, making it cloudy for...

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