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  • Forum CX Europe 2019

    Change The Game: Leading Radical CX Innovation
    November 14, 2019 | Joana van den Brink-Quintanilha

    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...

  • Webinar How US Companies Improved Their CX Index Scores, 2019

    Wednesday, November 13, 2019, 1:00 p.m.-2:00 p.m. Eastern time (18:00-19:00 GMT) | Rick Parrish, William Willsea

    Forrester’s 2019 US Customer Experience Index (CX Index™) revealed that only 14% of US brands managed to improve CX quality. This webinar explains what many of those brands did to...

  • Report How To Protect Your Future Healthcare Revenue Streams

    A Revenue Cycle Strategy Guide For Healthcare Providers
    October 8, 2019 | Jeff Becker

    Value-based care (VBC) has reached its tipping point. Forrester anticipates that in 2019, more than 50% of US healthcare services will be paid for under VBC models. Managing the transition from...

  • Report The US Health Insurers Customer Experience Index, 2019

    How US Health Insurers Earn Loyalty With The Quality Of Their Experience
    September 17, 2019 | Faith Adams

    How well do leading health insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 17 health insurance brands that were...

  • Forum Security & Risk 2019

    A New Hope
    September 12, 2019 | Washington, D.C. | Laura Koetzle, Stephanie Balaouras, Heidi Shey

    Privacy is the new competitive advantage. Your customers increasingly gravitate to brands they trust. How do you weave trust into the core of your brand promise and value proposition? How can you...

  • Forum CX Singapore 2019

    Change The Game: Driving Radical CX Innovation
    August 28, 2019 | Singapore | Frederic Giron

    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 US Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    June 11, 2019 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 260 brands across 16 industries in the US Customer Experience...

  • 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...

  • Forum Digital Transformation & Innovation Europe 2019

    Master Tech-Driven Transformation
    June 4, 2019 | London | Pascal Matzke

    The lure of digital transformation Much of the allure of digital transformation was in its promise of leading market disruption and innovation. If you added a few emerging technologies here,...

  • Report Build A Connected Health Experience With Smart Home Devices

    A Guide To Successful Deployment And Adoption Using IoT At Home

    US healthcare spending is at a critical level. Approximately 90% of the nation's $3.3 trillion in annual healthcare expenditures is for chronic and mental health conditions, not routine care....

  • Forum Digital Transformation & Innovation India 2019

    Master Tech-Driven Transformation
    May 28, 2019 | Mumbai | Amit Bhatia, Frederic Giron, Leslie Joseph

    The lure of digital transformation Much of the allure of digital transformation was in its promise of leading market disruption and innovation. If you added a few emerging technologies here,...

  • Forum Digital Transformation & Innovation 2019

    Master Tech-Driven Transformation
    May 14, 2019 | Chicago | Liz Herbert, Matthew Guarini, Brian Hopkins

    The lure of digital transformation Much of the allure of digital transformation was in its promise of leading market disruption and innovation. If you added a few emerging technologies here,...

  • Forum CX Sydney 2019

    Change the Game: Driving Radical CX Innovation
    May 9, 2019 | Sydney | Michael Barnes, Riccardo Pasto, James Staten

    Good news. CX leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and more focused on business impact....

  • Report How To Achieve The Healthcare Quadruple Aim With Artificial Intelligence

    Strategies For Success Today And Beyond

    When healthcare organizations (HCOs) deploy AI effectively, it enables them to achieve the Quadruple Aim. HCOs still face challenges executing on their AI strategies; however, many have seen early...

  • Forum Consumer Marketing 2019

    Beyond The Direct-To-Consumer Revolution
    April 2, 2019 | New York City | Jim Nail, Anjali Lai, Melissa Parrish

    Direct-to-consumer (DTC) brands have captured consumers’ admiration and loyalty … but most have an unsustainable economic model. Traditional brands are optimized to deliver financial...

  • Report How To Build A Healthcare IoT Platform

    Leverage An Adoption Road Map To Build Out A Successful Strategy
    March 22, 2019 | Jeff Becker

    Consumers are increasingly capturing personal health data, and the race is on to engage with them around it — putting it to use to improve their healthcare experience. This report looks at the...

  • Report The Top Trends For Healthcare Providers In 2019

    2019 marks a year of transition for healthcare delivery as a bevy of market forces will catalyze change. Providers are under threat from new entrants and disruptors, being pushed to take on more...

  • Report The Top Trends For Healthcare Insurers In 2019

    February 27, 2019 | Jeff Becker, Arielle Trzcinski

    In 2019, market consolidation and disruptive new entrants will force health plans to expand their core competencies if they hope to attract new members, reduce medical costs, and drive growth....

  • Report The Forrester Wave™: Healthcare Analytics, Q4 2018

    The 11 Providers That Matter Most And How They Stack Up
    November 26, 2018 | Arielle Trzcinski

    In our 33-criterion evaluation of healthcare analytics providers, we identified the 11 most significant ones — Arcadia.io, Cognizant, Health Catalyst, IBM, MedeAnalytics, NTT DATA, Optum, Philips,...

  • Report How Customer Experience Drives Business Growth, 2018

    The Revenue And Business Growth Impact Of Investing In CX For 18 Industries

    Many customer experience (CX) pros find it hard to show the business impact of improving CX. That's why Forrester built industry-specific models that demonstrate how CX improvements drive growth...

  • Report Seven Ways To Optimize Healthcare CX

    How Healthcare CX Pros Can Deliver Exceptional Healthcare CX
    August 21, 2018 | Faith Adams

    When it comes to customer experience (CX) performance, healthcare organizations continue to lag. This struggle can be attributed to the industry's complex ecosystem and a lack of actionable...

  • Report The US Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    June 19, 2018 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 287 brands across 19 industries in the US Customer...

  • Report The US Health Insurers Customer Experience Index, 2018

    How US Health Insurers Earn Loyalty With The Quality Of Their Experience
    June 19, 2018 | Faith Adams, William Willsea

    How well do leading health insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 17 health insurance brands that were...

  • Report The Amazon Effect Is Primed To Disrupt Healthcare

    Digital Will Disrupt Bricks-And-Mortar Healthcare
    April 11, 2018 | Kate McCarthy, Alex Kramer

    Healthcare has lagged other industries in digital transformation and customer obsession for far too long. But Amazon has declared its intent to enter the space, and healthcare leaders must act....

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