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FORRESTERNOW

Forrester First Insight

As the coronavirus dominates the global headlines, businesses should take the opportunity to develop business continuity plans specifically for pandemics—focusing on customer, employee, and partner needs. Read more »

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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 The Customer Journey Atlas In Six Steps

    How To Organize And Prioritize Your Journey Mapping Efforts For Success
    August 8, 2018 | Kelly Price

    Journey mapping is one of the most popular and powerful tools for improving customers' experiences: 88% of customer experience (CX) pros report that their firms do it. Yet many firms still struggle...