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  • Customer Experience Management
  • Fatemeh Khatibloo

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  • 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 The Anatomy Of A Preference Center

    Enterprise Preference Management Gives Consumers Control For Better Customer Engagement
    December 20, 2018 | Fatemeh Khatibloo, Stephanie Liu

    B2C marketers focus on personalization as a means of delivering better experiences. Enterprise preference management (EPM) can play a key role in this strategy: In a value exchange, customers share...

  • Report Predictions 2019: B2C Marketing

    Consumer Power Pushes Marketers To Better Data And Experiences, But Not Without A Few Fumbles

    Almost halfway through the age of the customer, consumers are making their increasing power felt when dealing with brands. With customer preference and privacy taking center stage in 2018, B2C...

  • Report The Forrester Wave™: Customer Database And Engagement Agencies, Q2 2018

    The Eight Agencies That Matter Most And How They Stack Up
    April 24, 2018 | Fatemeh Khatibloo, Stephanie Liu

    In our 32-criteria evaluation of customer database and engagement agencies, we identified the eight most significant ones — Ansira, Epsilon, Harte Hanks, LiquidHub, Merkle, RRD Marketing Solutions...