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  • David Truog

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  • Blog CX SF 2019: Step Up To The High-Stakes Future Of Experience Design

    July 8, 2019 | David Truog

    If you’re a customer experience (CX) professional, you know that experience quality drives growth — Forrester’s data proves it — and that CX is customers’ perceptions of their interactions with...

  • Blog Join Us At CX Europe 2018 For Insights Into Customer Understanding And Other Key CX Priorities

    November 1, 2018 | David Truog

    Forrester’s customer experience Forums are in their 10th year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the...

  • Report Why And How To Lead A CX Transformation

    The Executive Overview Of The CX Transformation Playbook
    October 29, 2018 | David Truog

    A laser-like focus on CX is the best path to business success. Forrester has proven this by analyzing major brands' financial results and showing that they correlate with how customers perceive...

  • Report Demystifying The Language Of CX And UX

    Essential Definitions For Your Execs To Avoid Making Misguided Strategic Decisions About CX And UX
    October 2, 2018 | David Truog

    CX and UX pros can't go it alone — you need your colleagues to be onboard, to deliver the right experiences to your customers. The foundation for this is a shared understanding of what you're...

  • Blog Join Us At CX SF 2018 For Insight Into Seamless Experience

    August 15, 2018 | David Truog

    You know that people’s experiences with your company, your products, and your services make all the difference in whether they decide to stay with you or switch to a competitor. It’s...

  • Blog CX Europe 2017: Breakaway Customer Experience

    October 23, 2017 | David Truog

    As a CX professional, you’ve surely designed and delivered some experiences you’re proud of, but does your company do it reliably, time and time again? Next month at Forrester’s CX Europe Forum in...

  • Report CXNYC 2017: The Breakaway CX Opportunity

    The Brightest Highlights From Forrester's 2017 Customer Experience Forum In New York
    October 12, 2017 | David Truog

    After each of the Forum events that Forrester produces for customer experience (CX) professionals every year around the world, we ask attendees which sessions and themes were the most valuable....

  • Report The Perspective Problem In The Customer Life Cycle

    Your Company Undermines Profits By Misprioritizing Life Cycle Phases — Help It Stop
    August 28, 2017 | David Truog

    The classic customer life-cycle diagram is useful but gives equal weight to every phase — which does not reflect reality. And many companies ignore whether any phase is more important than any...

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