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  • Report The Canada Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    July 15, 2019 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 161 brands across 14 industries in the Canada Customer Experience...

  • Report Case Study: The CX Transformation That Revitalized HP's Printer Business

    How A New CX Implementation Process Led To Successful Product Launches And Millions In Savings
    July 12, 2019 | Angelina Gennis

    The Hewlett-Packard split resulted in HP Inc. (HP) owning the computer and printer business during a time when the printer market was becoming increasingly commoditized with pockets of decline. A...

  • Report Forrester Infographic: State Of CX In India

    Lessons Learned From Forrester’s CX Index™ Data
    July 11, 2019 | Amit Bhatia

    Since 2015, Forrester has been measuring the customer experience (CX) in India using our proprietary Customer Experience Index (CX Index) methodology. This infographic presents some key insights on...

  • Report Value For Customers: The Four Dimensions That Matter

    An Introduction To Forrester's Value-For-Customer Framework

    Firms that create value for customers get business value in return. But most customer experience (CX) professionals work in organizations that fail to deliver value to customers because they think...

  • Report How To Transition Your Voice-Of-The-Customer Vendor

    Take Control Of Your VoC Program To Drive Change And Action
    June 20, 2019 | Faith Adams

    CX pros often feel trapped by their voice-of-the-customer (VoC) vendor — even when the vendor falls short on meeting basic expectations. That's because the complexity associated with switching...

  • Report Demystifying Financial KPIs For Airline CX Professionals

    June 18, 2019 | Tom Mouhsian

    Customer experience (CX) professionals in the airline sector must connect CX outcomes to core financial metrics in order to establish the material impact of initiatives aiming to drive CX quality....

  • Report The US Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    June 11, 2019 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 260 brands across 16 industries in the US Customer Experience...

  • Report Introducing Forrester's Values-Based Experience Framework

    June 11, 2019 | Rick Parrish

    Brands' moral, social, and political values are now a core issue for most consumers. Unfortunately, companies lack a systematic approach to bringing their own values to life in the experiences they...

  • Report Case Study: The CX Transformation Success Secrets Of Crowe

    How One B2B Firm Uses Exceptional Client Experience To Fuel Business Growth
    May 22, 2019 | Samuel Stern, Angelina Gennis

    Many companies try to transform their customer experience (CX), but few succeed. B2B public accounting, consulting, and technology firm Crowe has defied the odds and successfully transformed its...

  • Report Stop Saying "Yes" To Every CX Project

    Embrace Prioritization As The Backbone Of CX Strategy
    April 24, 2019 | Ryan Hart

    Most customer experience (CX) teams are trying to do too much with too little. Without a structured approach to assess, prioritize, and sometimes push back on proposed work, CX pros find themselves...

  • Report Digital CX Trends, 2019

    Digital CX And Human-Centered Experience Design Align — At Last

    Digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, customer experience (CX) pros and their companies can no longer take a...

  • Report The Hierarchy Of Moments: How To Deliver Your Brand Promise In Moments

    Watch This Video To Learn About Forrester's Hierarchy Of Moments Framework
    April 4, 2019 | Kelly Price

    Designing great customer experiences and building great digital experiences requires understanding the moments that matter to your customers — but achieving that understanding is easier said than...

  • Report The Extended Reality Opportunity Today: Your Employees

    Consumers Aren't Ready For Augmented, Virtual, Or Mixed Reality Yet — But Your Workforce Is
    April 4, 2019 | Jennifer Wise, Samuel Stern

    The hype keeps growing about extended reality (XR) — virtual, augmented, and mixed reality (VR, AR, and MR). But the legions playing AR-enabled Pokémon Go that seemed to herald the zombie...

  • Report Who Leads Employee Experience? A Snapshot Of EX Executives And Their Reporting Structures

    The Roles, Titles, Teams, And Responsibilities Behind EX Transformation
    April 2, 2019 | Samuel Stern, Rebecca McAdams

    Who owns employee experience (EX), what are their key initiatives, and who are their key collaborators? These are questions we hear frequently from our clients, so we set out to find the answers....

  • Report At A Glance: Master Digital Voice Experiences

    A Digital Voice Experience Series Report
    March 27, 2019 | Jennifer Wise

    Digital voice interfaces are hot: New voice-activated devices are hitting the market, customers are buying them, and brands are rushing to create voice experiences for customers to use. Yet many of...

  • Report The Digital Voice Experience Knowledge Gap

    A Digital Voice Experience Series Report
    March 27, 2019 | Jennifer Wise

    Digital voice experiences are proliferating — but also disappointing customers. That's because it's no easy task to create a voice-based experience — people already have strong expectations for how...

  • Report Digital Voice Experiences

    A Digital Voice Experience Series Report
    March 27, 2019 | Jennifer Wise

    Voice-based digital experiences are all the rage, with consumers using remotes, cars, speakers, and even microwaves that listen and/or talk. Companies wanting to leverage this new touchpoint are...

  • Report How To Design Digital Voice Experiences

    A Digital Voice Experience Series Report
    March 27, 2019 | Jennifer Wise

    Companies are rushing to launch digital voice experiences to keep up with the growth in customers' adoption of talking appliances and competitors' pilots. But their hopes to launch a killer Alexa...

  • Report The UK Retail Customer Experience Index, 2018

    How UK Retail Brands Earn Loyalty With The Quality Of Their Experience
    March 12, 2019 | Michelle Beeson, Alex Causey

    How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 14 UK multichannel retailers and four UK digital...

  • Report The France Retail Customer Experience Index, 2018

    How French Retail Brands Earn Loyalty With The Quality Of Their Experience
    March 11, 2019 | Michelle Beeson, Alex Causey

    How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 15 French multichannel retailers and four French digital...

  • Report The Five Essential Steps To Plan Your CX Transformation

    The Strategy Report In The CX Transformation Playbook
    February 19, 2019 | Harley Manning

    Customer experience (CX) transformations are huge, complex, and expensive. That's why, as a CX transformation leader, you need to craft a plan detailing why and how you want to transform your...

  • Report How To Build A VoC Program In Healthcare

    February 15, 2019 | Faith Adams, Arielle Trzcinski

    Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. To drive success, healthcare organizations (HCOs) must be...

  • Report What's New In Service Design And What It Means For CX Pros

    Highlights From The 2018 Global Service Design Conference With Forrester's Analysis
    February 13, 2019 | Karine Cardona-Smits

    What's the latest in service design, and what does it mean for customer experience (CX) professionals? Forrester attended the 2018 Service Design Global Conference in October to investigate, and we...

  • Report The India Digital Retailers Customer Experience Index, 2018

    How Indian Digital Retail Brands Earn Loyalty With The Quality Of Their Experience
    January 24, 2019 | Amit Bhatia

    How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven digital retailers that we analyzed as part of...

  • 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...

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