Forrester

Search Results

• Report Customer Service Pitfalls: Six Missteps And How To Avoid Them

  Best Practices For Using Customer Service To Gain Competitive Differentiation

  January 22, 2019 | Riccardo Pasto

  Informed customer experience (CX) professionals leverage customer service to deliver memorable experiences across the three dimensions of CX quality: effectiveness, ease, and emotion. Why do so few...

• Report Now Tech: Experience Design Services In China, Q1 2019

  Forrester's Overview Of 27 Experience Design Service Providers In Greater China

  January 18, 2019 | Riccardo Pasto

  You can use experience design (XD) to shape customer-centric initiatives and business strategies, blur the boundaries between digital and physical, and attract and engage customers in Greater...

• Report The Australia Customer Experience Index, 2018

  How Brands Build Loyalty With The Quality Of Their Experience

  December 26, 2018 | Riccardo Pasto, 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 36 brands across six industries in the Australia Customer...

• Report Case Study: JD.com Delivers Superior CX With Digital Supply Chain And In-House Logistics

  How China's Largest Retailer Wins By Infusing Operations With Emerging Tech

  November 12, 2018 | Riccardo Pasto, Danny Mu

  JD.com, the largest retailer in China, sees investments in logistics and supply chain as key enablers of sustainable customer experience (CX) differentiation in a highly competitive market. This...

• Report The Forrester Banking Wave™: China Mobile Apps, Q2 2018

  China Merchants Bank Leads With Robust, Easy-To-Use Features

  June 28, 2018 | Riccardo Pasto

  Mobile apps are the primary way that consumers in metro China pay bills, transfer funds, and manage their finances, so Chinese banks have to design, build, and deliver mobile experiences that both...

• Blog Customer Experience Trends In China, 2018

  June 8, 2018 | Riccardo Pasto

  What CX trends will affect customer loyalty and help you build competitive advantage? Look at what China reveals about the future of customer experiences. Until only a few years ago, most CX pros...

• Report Customer Experience Trends In China, 2018

  What China Reveals About The Future Of Customer Experiences

  June 5, 2018 | Riccardo Pasto

  China has jumped to the forefront of customer experience (CX) innovation globally. In particular, leading tech firms are pushing the frontiers of digital to capitalize on the mobile-first behaviors...

• Report Case Study: HaiDiLao Cooks The Competition With Memorable Customer Service

  Build Emotional Engagement With Authentic Human Interactions

  May 7, 2018 | Riccardo Pasto

  HaiDiLao has steadily grown its business from being a little-known restaurant brand in China to becoming the dominant chain of hot-pot restaurants across Asia. This report details some of the...

• Blog HaiDiLao Cooks The Competition With Memorable Customer Service

  May 7, 2018 | Riccardo Pasto

  How do you differentiate your brand in highly competitive markets, especially when competitors promptly copy anything that works? Learn from HaiDiLao, China’s most popular chain of hot-pot...

• Report The State Of CX Management In China, 2017

  Build Stronger Management Capabilities To Improve Customer Experience

  September 18, 2017 | Riccardo Pasto

  Chinese firms are investing more effort and resources in customer experience (CX) as a differentiator and source of market strength. This report examines the findings from our 2017 CX management...

• Report How To Run A Co-Creation Journey Mapping Workshop

  Discover CX Improvements By Understanding Customer Behaviors And Emotions

  July 13, 2017 | Riccardo Pasto

  Firms struggle to produce complete, actionable customer insights because they don't invest in qualitative research on their customers. With co-creation journey mapping, customer experience (CX)...

• Report Use Co-Creation Journey Mapping To Improve Your Customer Research

  Engage Customers In Storytelling And Visualization Activities To Understand Their Behaviors And Emotions

  July 10, 2017 | Riccardo Pasto

  Research-based customer understanding is the foundation of a great customer experience (CX). Performing research directly with customers is essential to truly understanding their needs,...

• Report 2017 China Mobile Banking Benchmark

  China Merchants Bank Tops Our Review Of Chinese Banks

  June 1, 2017 | Eryan Zhou, Riccardo Pasto

  Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations, but also anticipate their future needs and improve their...

• Report Rethink Customer Service To Build Emotional Engagement

  Strategies For Building Customer Loyalty With Empathy And Human Interactions

  May 22, 2017 | Riccardo Pasto

  Service organizations aiming only to appeal to the rational side of customers' needs will have an increasingly difficult time maintaining loyalty. Companies with a reputation for great service...

• Report Chinese Banks Must Embrace Customer Experience To Achieve Sustainable Growth

  Traditional Banks Need To Up Their CX Game To Stay Relevant In An Increasingly Competitive Market

  March 20, 2017 | Riccardo Pasto

  To achieve sustainable business growth in an increasingly competitive market, Chinese banks can no longer rely on commoditized products and services. Innovative banks that create value for their...