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  • Secure customers, protect the brand
  • Customer Experience Management

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  • Webinar Manage Collective Bargaining In the Age Of The Customer

    Tuesday, December 3, 2019, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Renee Murphy, Salvatore Schiano

    Social media has created customer groups that coalesce around a brand. In effect, a union. In the age of the customer, they collectively can and will change your corporate policy. Are you ready for...

  • Report Forrester's 2019 Consumer Privacy Segmentation: Europe

    Understand Consumer Privacy Preferences And Behaviors To Improve Engagement, Trust, And Experience
    November 13, 2019 | Enza Iannopollo

    In this report, we explain how privacy professionals can apply Forrester's Consumer Privacy Segmentation to understand how privacy perspectives vary by geography across Europe. Armed with this...

  • Report New Corporate Values Require A New Kind Of Commitment

    Use Forrester's Assessment To Evaluate The Depth And Authenticity Of Commitment

    In response to the rise of values-based consumers, more companies are moving beyond milquetoast corporate values to embrace moral, social, or even political values. With customers paying closer...

  • Report Refine Customer Communication For Strong Customer Authentication Success

    Best Practices For Communicating Upcoming Changes To Customer Authentication For Online Payments And Banking In Europe

    The European Union's Strong Customer Authentication (SCA) requirements will change how Europeans make online payments and use online banking. In theory, these changes will apply from September 14,...

  • 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...

  • 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 Marketers: Rate Your Customer Privacy Proficiency

    Assessment: The Customer Trust And Privacy Playbook
    May 31, 2019 | Fatemeh Khatibloo

    For better or worse, many modern marketing tactics represent an enormous privacy and security risk to your organization. That means B2C marketers need to develop privacy awareness, build privacy...

  • Report Real-Time Is The Next Evolution In CX Success

    Build Real-Time Capabilities That Allow Your Business To Move At The Customer's Speed
    December 17, 2018 | Bobby Cameron

    Companies striving to be customer-obsessed are running into customer experience (CX) roadblocks. Customer Experience Index (CX Index™) scores are not improving; instead, Forrester finds them to be...

  • Report Top Research For CIOs: Customer Experience

    Help Your Firm Realize The Value Of Superior CX
    December 11, 2018 | Matthew Guarini

    In the age of the customer, the ability to deliver a quality experience to your customers is a key differentiator. Position yourself to be the company that customers love, trust, and come back to,...

  • Report The State Of Risk Management 2018

    Benchmarks: The Governance, Risk, And Compliance Playbook
    November 30, 2018 | Christopher McClean, Trevor Lyness

    Executives must take big bets on new technologies, business models, and emerging markets to stay ahead of the fast pace of competition. With so much at stake and so many public examples of...

  • Report Stop Bad Bots From Killing Customer Experience

    Strengthen Engagement And Budget By Securing Web Traffic
    September 6, 2018 | Amy DeMartine, Joseph Blankenship, Susan Bidel

    Automated internet traffic is on the rise, largely due to software programs called bots. Although some bots facilitate data sharing and customer engagement, many are tools that malicious attackers...

  • Report Brands Forget The Rules Of Modern Marketing When Crisis Hits

    Manage Risk And Reputation With A Customer-Obsessed Approach
    August 23, 2018 | Emily Collins, Jim Nail

    Bad news: Your brand crisis is inevitable. And your traditional crisis management protocol will only make it worse with its cold, corporate, "control and communicate" ways, entirely at odds with...