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  • Report Engagement Costs Continue To Rise Even With Digital: Here's How To Fight It

    Five Steps To Reinvent Customer Service In A Post-Digital World
    September 7, 2017 | Kate Leggett

    Customers use a broad spectrum of channels to interact with a company. Often, they shift from one channel to another — or even use more than one simultaneously. As more channels and touchpoints...

  • Report Brief: To Effectively Engage Customers, Target Them On The Right Device

    Work With Your CX Peers To Understand And Enable The Digital Customer Journey In Australia
    January 21, 2016 | Tim Sheedy

    You need to make it easy for customers to interact and transact with your business. To achieve this goal, many companies seek to use a similar look and feel for all of their digital properties. But...

  • Report Brief: Is Your Mobile App Customer-Ready?

    Understand The Mobile App Usage Of Australian Consumers To Drive Greater Mobile Engagement
    December 14, 2015 | Tim Sheedy

    Australians are beginning to expect firms to serve them on their smartphones in their mobile moments, and many Australian firms are making efforts to serve customers in those moments via...

  • Report Brief: Focus On Three New Service Experiences To Thrive In The Age Of The Digital Customer

    Social, Proactive, And Embedded Customer Service Builds Intimacy With The New Breed Of Consumers
    April 16, 2015 | Ian Jacobs

    A new generation of customers doesn't seem to remember details of service processes. They have begun to prefer self-service versus speaking with contact center agents and now look to companies to...

  • Report Contact Centers Must Go Digital Or Die

    Rework Your Contact Center Technology And Staffing Models To Align With Customer Channel Preferences
    April 3, 2015 | Kate Leggett, Art Schoeller

    Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web...

  • Report Brief: Retool For A New Workforce Reality — New Technology For A New Breed Of Agent

    Agent Tools Must Provide Process Guidance And Predictive Data
    December 23, 2014 | Ian Jacobs

    A new generation of contact center agents has begun to vex application development and delivery (AD&D) professionals. The new agents seem reluctant to learn detailed product and service information...

  • Report Unify The Digital Experience Across Touchpoints

    Create A Consistent Experience To Engage Customers
    August 22, 2012 | Stephen Powers, John R. Rymer

    Today's rush to reach customers on their smartphones and tablets is just the beginning of an explosion of software-fueled digital touchpoints. Smartphones, tablets, eReaders, games, smart TV,...

  • Report Empower Customers By Transforming Business Processes

    A Roundtable Discussion With Forrester Analysts
    August 4, 2011 | William Band, Craig Le Clair, Connie Moore

    Customers have more power today than ever before. They have tremendous influence and reach through social media, more options and choices of whom to buy from, and high expectations about customer...

  • Report How To Build The Business Case For Customer Experience Improvement

    The Business Impact Of Customer Experience
    May 24, 2011 | William Band

    Business process professionals supporting customer-facing processes are often challenged to make the business case to their executive leaders that investing to improve the customer experience is a...

  • Report Adding Social Media To Customer Service Initiatives Can Break Down Barriers To Change

    February 11, 2010 | Natalie L. Petouhoff, Ph.D.

    According to Forrester data, 91% of executives say that customer experiences are critical or very important to their businesses, nearly 5,000 consumers prefer better customer experiences over lower...

  • Report Topic Overview: Social CRM Goes Mainstream

    January 5, 2010 | William Band, Natalie L. Petouhoff, Ph.D.

    Forrester's customer relationship management (CRM) research helps business process professionals embrace best practices — from process optimization to technology implementation — to improve...