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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 How To Increase Your Firm's Appetite For Customer Understanding

    Lay The Groundwork For A Modern Research Practice
    April 1, 2019 | Kelly Price

    Customer experience (CX) pros know that customer understanding is crucial for creating successful experiences but often lack the buy-in they need from their colleagues to do the research required....

  • Report The Winning Way To Plan Customer Research

    Use Forrester's Customer Research Canvas To Drive The Why, What, How, And Who Of Your Research Efforts
    February 12, 2019 | Kelly Price, Gina Bhawalkar

    Although companies increasingly recognize that if they want to improve CX significantly, they can't skip customer research, Forrester consistently hears from CX pros who struggle to conduct the...

  • Report Differentiate By Developing A Research Portfolio And Collaboration System

    Intermediate Level: Research Practices For CX Transformation
    November 28, 2018 | Kelly Price

    Getting customer research right is essential to customer experience (CX) transformation — it means performing specific activities required for understanding your customers in depth and...

  • Report Boost Research Speed, Scale, And Experimentation For Breakaway CX

    Advanced Level: Research Practices For CX Transformation
    October 30, 2018 | Kelly Price

    Getting customer research right is essential to CX transformation — it means performing specific activities required for understanding your customers in depth and communicating that understanding...

  • Report The Six Key Steps To Instituting Good Customer Research

    Beginner Level: Research Practices For CX Transformation
    October 29, 2018 | Kelly Price

    Getting customer research right is essential to CX transformation — it means performing specific activities required for understanding your customers in depth and communicating that understanding...

  • Report Modernize Your Customer Research

    Technologies And Techniques For Faster, Better Customer-Centric Decision Making
    October 2, 2018 | Kelly Price

    Customer experience (CX) pros know how critical research is for great experience design, but colleagues in other functions often believe research takes too much time. So they view it as a hindrance...