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FORRESTERNOW

As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Webinar How To Use Forrester's Moments Index To Prioritize Investments In Your Digital Experience Portfolio

    May 14, 2020 | Julie Ask, Angelina Gennis

    Brands must take a methodical, quantified approach to understand how their customers use, and prefer to use, their services on a host of devices, platforms, and channels. That analysis is the...

  • Forum CX Sydney

    The Time Is Now: Lead With Experience
    April 30, 2020 | Virtual Event | Michael Barnes

    CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

  • Webinar Predictions 2020: Customer Service

    The Year That Automation And AI Reshape Customer Service
    January 21, 2020 | Ian Jacobs, Kate Leggett, Art Schoeller

    Join us to explore the (often unexpected) impacts of AI and automation in 2020 and beyond. From remaking contact center labor models to changes in the way customer service work is done, 2020 will...

  • Report Consumers Want Convenience, Not Conversations

    Conversational Interfaces Struggle To Deliver Contextual Convenience
    August 21, 2019 | Julie Ask, Ian Jacobs

    Consumers want convenience and choice — not conversational interfaces. However, a fear of being left behind still impels digital business leaders to build them. And nearly three-fourths of those...

  • Report CX NYC 2019 Day Two Highlights: Humanizing Radical CX Innovation

    Top Takeaways About Employee Experience, Moments That Matter, And Differentiating With Privacy
    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 The Future Of CX Measurement

    Advanced Level: Measurement Practices For CX Transformation
    December 3, 2018 | Maxie Schmidt-Subramanian

    Three trends are disrupting how companies measure customer experience (CX). These trends make it imperative for companies to innovate — or face the certainty that even their advanced CX measurement...