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  • 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 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 A Guide To Forrester's Text Analytics Technology Research

    Understand The Landscape Of 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 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...

  • Report GDPR-Like Regulations Are Going Global — Is Your Customer Service Organization Ready?

    How Customer Data Moves Through Your Contact Center Will Determine Your Compliance Path
    June 25, 2019 | Art Schoeller

    Just over a year after the EU General Data Protection Regulation (GDPR) took effect, we're starting to see the consequences for firms that don't meet compliance standards — and this is only the...

  • Report How To Transition Your Voice-Of-The-Customer Vendor

    Take Control Of Your VoC Program To Drive Change And Action
    June 20, 2019 | Faith Adams

    CX pros often feel trapped by their voice-of-the-customer (VoC) vendor — even when the vendor falls short on meeting basic expectations. That's because the complexity associated with switching...

  • Report The US Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    June 11, 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 260 brands across 16 industries in the US Customer Experience...

  • Report The Future Of Enterprise Marketing Technology

    Vision: The Enterprise Marketing Technology Playbook
    June 6, 2019 | Joe Stanhope, Rusty Warner

    Enterprise B2C marketers have invested heavily in marketing technology (martech) to deliver contextually relevant customer engagement. But to stay ahead of the curve, firms need to rethink their...

  • Report Make Privacy A Competitive Differentiator

    Executive Overview: The Customer Trust And Privacy Playbook
    June 6, 2019 | Fatemeh Khatibloo

    Consumers are increasingly aware of the value of their personal data. As a result, companies can no longer afford to dismiss customer concerns about the use of that data — failure to respect...

  • Report The Forrester Wave™: Digital Voice-Of-The-Customer Specialist Platforms, Q2 2019

    The Five Providers That Matter Most And How They Stack Up
    May 20, 2019 | Faith Adams

    In our 26-criterion evaluation of digital voice-of-the-customer (VoC) specialists, we identified the five most significant ones — ForeSee (a Verint company), iperceptions, OpinionLab (a Verint...

  • Report Use The Goal-KPI-Action-Data (GKAD) Framework To Align, Measure, And Act

    Beginner Level: Process Practices For Insights-Driven Businesses
    May 17, 2019 | Cinny Little

    Firms must transform into insights-driven businesses. These businesses use data for insights that are always actionable, and they make insights-to-action a team sport. They accomplish this by...

  • Report Now Tech: Digital Experience Agencies, Q2 2019

    Forrester's Overview Of 42 Digital Experience Agencies
    May 14, 2019 | Ted Schadler

    Digital experience agencies are essential partners for building differentiated customer, marketing, commerce, and product experiences. But to find the best partner for your project or program, you...

  • Report The Four Essential Steps To Transform Into An Insights-Driven Business

    The Strategy Report In The Insights-Driven Business Playbook
    May 14, 2019 | Cinny Little

    Being insights driven is not just new terminology for big data; it's an operational transformation that firms must pivot to now or risk losing out to competitors old and new. But enterprise-level...

  • Report The Australia Superannuation Customer Experience Index, 2019

    How Australian Superannuation Firms Earn (But Mostly Lose) Loyalty With The Quality Of Their Experience

    How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? For the first time, we reveal the complete rankings of seven...

  • Report The Psychology Of Points

    Landscape: The Customer Loyalty Playbook
    May 8, 2019 | Emily Collins, Anjali Lai

    Brands across industries pump millions of dollars into loyalty programs that offer the same mix of points, discounts, and material benefits. But do they capture the hearts and wallets of empowered...

  • Report Desperate For Differentiation: Creativity Galvanizes The Total Brand Experience

    Infuse Your Brand's Essence Into Every Interaction
    May 1, 2019 | Jay Pattisall, Ted Schadler

    "When everyone is super, no one will be." Little did The Incredibles villain Syndrome know that he was predicting the challenge of experience creation. Sure, your coffee app and online retail store...

  • Report Intelligent Agents Can't Answer Commercial Voice Searches

    Alexa, Siri, Google Assistant, And Cortana Fail Our Marketing Tests
    April 24, 2019 | Collin Colburn, Arleen Chien

    The notion of voice search completely upending B2C marketers' current search marketing strategies is premature. To understand today's commercial opportunities for brands across Amazon Alexa,...

  • Report The Australia Banking Customer Experience Index, 2018

    How Australian Banks Earn (And Lose) Loyalty With The Quality Of Their Experience
    April 11, 2019 | Riccardo Pasto, Zhi-Ying Barry

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of eight banks that we analyzed as part of the Australia...

  • Report The Forrester Wave™: Loyalty Technology Platforms, Q2 2019

    Tools And Technology: The Customer Loyalty Playbook
    April 9, 2019 | Emily Collins

    In our 28-criterion evaluation of loyalty technology platforms, we identified the 13 most significant ones — Aimia, Annex Cloud, Brierley+Partners, Cheetah Digital, Clutch, Collinson, Comarch,...

  • Report The Australian Government's Customer Experience Affects Mission Outcomes

    Insights From Forrester's Customer Experience Index
    March 29, 2019 | Riccardo Pasto, William Willsea

    Like most global citizens, Australians rate their government's customer experience (CX) as poor. In this report, we measure the impact of the government's CX on its mission performance with our...

  • Report Research Round-Up: Artificial Intelligence For Marketers

    March 28, 2019 | Brigitte Majewski, Stephanie Liu

    Marketing technology (martech) and advertising technology (adtech) vendors offer a plethora of promises on how artificial intelligence (AI) can automate marketing processes. But the road to AI is...

  • Report The Digital Voice Experience Knowledge Gap

    A Digital Voice Experience Series Report
    March 27, 2019 | Jennifer Wise

    Digital voice experiences are proliferating — but also disappointing customers. That's because it's no easy task to create a voice-based experience — people already have strong expectations for how...

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