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  • Report The Future Of CX Measurement

    Advanced Level: Measurement Practices For CX Transformation
    December 3, 2018 | Maxie Schmidt-Subramanian

    Three trends are disrupting how companies measure customer experience (CX). These trends make it imperative for companies to innovate — or face the certainty that even their advanced CX measurement...

  • Report Three Culture Practices For Long-Term Customer Centricity

    Advanced Level: Culture Practices For CX Transformation
    November 30, 2018 | Samuel Stern

    Very few companies have truly customer-obsessed cultures that can create and sustain a competitive advantage in the marketplace. Those that do got there by innovating. These culture leaders realign...

  • Report Guide Your Customers To Better Experiences With Behavioral Science

    Align Better Futures For Both The Customer And The Organization
    November 27, 2018 | Ryan Hart, Samuel Stern

    Through a combination of tactical quick wins and strategic transformations, customer experience (CX) professionals can apply the concepts of behavioral science to improve experiences. In this way,...

  • Report Three Ways To Evolve CX Prioritization

    Advanced Level: Prioritization Practices For CX Transformation
    November 13, 2018 | Ryan Hart

    Companies with well-established, high-functioning prioritization competencies have a wide-open opportunity for innovation and experimentation. Customer experience (CX) professionals can focus their...

  • Report Predictions 2019: New Tech

    Where VC Funding And Innovation Will Go In 2019
    November 6, 2018 | Carlton A. Doty

    CXOs in large and midsize enterprises must constantly monitor emerging technology markets to uncover innovation opportunities. Top of mind for most are some usual suspects like machine learning,...

  • Report Don't Let Government Derail Your Customer Experience Innovation

    Six Ways That CX Pros Can Drive The Conversation On Government Relations And Customer Experience
    October 2, 2018 | TJ Keitt, Rick Parrish, Enza Iannopollo

    In the race to create great customer experience (CX), companies are pushing the envelope on data collection, employment practices, product classifications, and more. Many of these innovations...

  • 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 The Singapore Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    August 29, 2018 | Tom Mouhsian, Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In our inaugural Singapore Customer Experience Index (CX Index) report, we reveal the complete rankings...

  • Report Consumers Want Convenience, Not Conversations

    Conversational Interfaces Struggle To Deliver Contextual Convenience

    Consumers want convenience and choice — not conversational interfaces. However, fear of being left behind still impels digital business leaders to build them. And even more than half of those that...

  • 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 IoT Transforms A 200-Year-Old Industry

    Lessons From The Railway Industry
    January 31, 2018 | Paul Miller

    Around the world, trains continue to grow in popularity. They're relatively green and relatively affordable. As passenger and freight numbers continue to rise, train operators must make more...

  • Report Case Study: Airports Authority Of India Achieves Continuous Operations Despite Natural Calamity

    The Comprehensive Planning, Recovery Automation, And Frequent Testing Of AAI And NIIT Technologies Delivers Results
    January 26, 2018 | Naveen Chhabra

    Infrastructure and operations (I&O) professionals get the importance of developing a comprehensive disaster recovery (DR) plan, testing it frequently, and automating it as much as possible. But...

  • Report Continuous Value Delivery Is The Foundation Of Success In A Customer-Obsessed World

    Getting Closer To The Customer Will Fundamentally Change The Tech Team As We Know It
    January 23, 2018 | Tim Sheedy

    CIOs globally are looking for ways in which they can deliver value to their digitally savvy customers, partners, and employees. Many are focusing on the continuous value delivery model. This is a...

  • Report Developing Tomorrow's Digital Experiences

    Vision: The Mobile App Development Playbook
    December 22, 2017 | Julie A. Ask, Michael Facemire

    Digital channels are more amorphous and fragmented than ever. However, they share a common core: mobile. Mobile will emerge as the central choreographer in this broader, connected ecosystem....

  • Report MSC Cruises Seeks To Transform The Guest Experience With Emerging Tech

    To Create The Cruise Ship Of The Future, MSC Is Blending Physical And Digital Experiences

    MSC Cruises is investing €9 billion in building a fleet of new ships equipped with advanced new customer-facing technology and has just launched the first of them: MSC Meraviglia. We spoke with...

  • Report Q&A: Four Best Practices For Social Marketing Success

    Learn From The Hospitality Industry To Deliver Social Media Wins
    September 5, 2017 | Erna Alfred Liousas

    Each update to social media forces marketers to question priorities as they struggle with the conundrum "To adopt or not to adopt?" This report combines marketers' top social marketing questions...

  • Report The Canada Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    August 28, 2017 | 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 192 brands across 18 industries in the Canada CX Index...

  • Report The US Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    August 1, 2017 | 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 314 brands across 21 industries in the US CX Index. We...

  • Report Our Favorite Mobile Websites, And How They Did It

    Five Case Studies Show How To Reinvent Your Mobile Website
    July 21, 2017 | Danielle Jessee, Ted Schadler

    Few customers and even fewer prospects will use your app — but they will visit your website on their phones. Alas, when they arrive, their experience pales in comparison to your app — and even your...

  • Report Cross-Border Services Will Help Cross-Border eCommerce Reach $627 Billion By 2022

    ForecastView Document
    June 23, 2017 | Michael O'Grady

    Cross-border shopping will make up 20% of eCommerce in 2022, with sales of $627 billion. Asia Pacific, driven by China, will become the largest eCommerce cross-border region for both imports and...

  • Report Best Practices For Minimizing Business Travel Risk

    Detailed Guides For Preventing Cybertheft, Espionage, And Physical Harm

    Determined adversaries will stop at nothing to infiltrate your firm for its sensitive data, and employees who travel for business or take their devices on the road often become a vulnerability that...

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