Charts & Figures
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Customer Service Activities Span The Customer Life Cycle
January 22, 2019
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The Six Pitfalls Of Customer Service And How To Avoid Them
January 22, 2019
Search Results
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Forum CX Sydney 2019
Change the Game: Driving Radical CX Innovation
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....
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Workshop Take Journey Mapping To The Next Level
A Workshop for Customer Experience Professionals Collocated with CX Sydney 2019
Despite journey mapping's popularity, Forrester continues to hear from frustrated CX leaders who are struggling to get started or fail to build momentum after less-than-stellar first efforts. What...
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Blog CX Pros, Add Rigor To How You Prioritize And Drive Business Results
April 19, 2019 | Riccardo Pastohttps://go.forrester.com/wp-content/uploads/2019/04/1488578169071-zmy00q.mp4 Firms Are Failing To Differentiate With CX Today, customer expectations are outpacing brands’ ability to adapt and...
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Report The Australia Banking Customer Experience Index, 2018
How Australian Banks Earn (And Lose) Loyalty With The Quality Of Their Experience
How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of eight banks that we analyzed as part of the Australia...
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Report The Australian Government's Customer Experience Affects Mission Outcomes
Insights From Forrester's Customer Experience Index
Like most global citizens, Australians rate their government's customer experience (CX) as poor. In this report, we measure the impact of the government's CX on its mission performance with our...
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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 PastoInformed 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...
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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 PastoYou 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...
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Report The Australia Customer Experience Index, 2018
How Brands Build Loyalty With The Quality Of Their Experience
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...
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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
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...
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Report The Forrester Banking Wave™: China Mobile Apps, Q2 2018
China Merchants Bank Leads With Robust, Easy-To-Use Features
June 28, 2018 | Riccardo PastoMobile 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...
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Blog Customer Experience Trends In China, 2018
June 8, 2018 | Riccardo PastoWhat 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...
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Report Customer Experience Trends In China, 2018
What China Reveals About The Future Of Customer Experiences
June 5, 2018 | Riccardo PastoChina 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...
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Report Case Study: HaiDiLao Cooks The Competition With Memorable Customer Service
Build Emotional Engagement With Authentic Human Interactions
May 7, 2018 | Riccardo PastoHaiDiLao 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...
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Blog HaiDiLao Cooks The Competition With Memorable Customer Service
May 7, 2018 | Riccardo PastoHow 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...
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Report The State Of CX Management In China, 2017
Build Stronger Management Capabilities To Improve Customer Experience
September 18, 2017 | Riccardo PastoChinese 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...
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Report How To Run A Co-Creation Journey Mapping Workshop
Discover CX Improvements By Understanding Customer Behaviors And Emotions
July 13, 2017 | Riccardo PastoFirms 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)...
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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 PastoResearch-based customer understanding is the foundation of a great customer experience (CX). Performing research directly with customers is essential to truly understanding their needs,...
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Report 2017 China Mobile Banking Benchmark
China Merchants Bank Tops Our Review Of Chinese Banks
June 1, 2017 | Eryan Zhou, Riccardo PastoDigital 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...
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Report Rethink Customer Service To Build Emotional Engagement
Strategies For Building Customer Loyalty With Empathy And Human Interactions
May 22, 2017 | Riccardo PastoService 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...