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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Forum CXDC 2016

    Forum For Government Leaders #FORRCXDC
    September 12, 2016 | Washington, DC

    The federal government and public sector are focused on customers like never before. However, federal leaders will face the same culture, technology, and implementation hurdles that have plagued...

  • Webinar Introducing The New Retail Segmentation: Making Sense Of Emerging Patterns Of Multitouchpoint Shopping

    May 1, 2014 | Michelle Beeson

    This Webinar introduces Forrester's new global retail segmentation framework for understanding the touchpoints retail shoppers use around the globe. The segmentation identifies increasingly...

  • Webinar The Customer Experience Review, Q2 2009

    June 11, 2009 | Harley Manning, Adele Sage

    This teleconference serves as a guide for Customer Experience professionals seeking an overview of recent Forrester research for their role. Attendees also get a sneak peak at upcoming reports...

  • Webinar Do US Insurers Spend IT Budget On The Right Multichannel Customer Experience Initiatives?

    June 4, 2009 | Ellen Carney, Chad Mitchell

    US property and casualty (P&C) insurance carriers named online and commerce as one of their key business initiatives in 2008. The need to deliver great customer experiences was also one of the...

  • Webinar Build Brand With Your Site's Visual Design

    May 28, 2009 | Ron Rogowski

    A Web site's visual design is an important component of reinforcing a brand's image. But the right visual design can do more than reinforce a brand; it can help build brand equity by providing...

  • Webinar Developing A Multichannel Insurance Distribution Strategy

    May 21, 2009 | Chad Mitchell, Benjamin Ensor

    Consumers increasingly use the Web as the primary channel to shop, apply, and purchase auto insurance across North America and Europe. Traditional agent-based insurers are losing market share to...

  • Webinar How To Get The Most From Design Personas

    January 22, 2009 | Vidya L. Drego

    Spending for personas continues to increase, but companies don't use them regularly. Our research uncovered three drivers of persona success: 1) a design process that explicitly incorporates...

  • Webinar Why Enterprise Feedback Management (EFM) Is Finally Taking Off, And What It Means For Market Researchers

    December 18, 2008 | Brad Bortner

    For several years, prognosticators have been claiming that the centralization of all customer-facing information gathering into a system that is fully integrated into CRM systems was the next big...

  • Webinar The Customer Experience Review, Q4, 2008

    December 17, 2008 | Harley Manning, Moira Dorsey

    This teleconference serves as a guide for Customer Experience professionals seeking an overview of recent Forrester research for their role. Attendees also get a sneak peak at upcoming reports...

  • Webinar Voice Of The Customer Best Practices

    December 9, 2008 | Bruce D. Temkin

    A cornerstone to great customer experience is tailoring your activities to the needs and desires of target customers. But how do you know what they need and desire? By developing repeatable...

  • Webinar Customer Experience Trends To Watch

    November 18, 2008 | Megan Burns

    As consumer expectations change, technology advances, and companies pay more attention to customer experience, the standards for a great customer experience are only going to get higher. This...

  • Webinar Best And Worst Of Phone Self-Service Design, 2008

    November 13, 2008 | Adele Sage

    Forrester applied its IVR Review methodology to the phone self-service experiences at 16 firms — four each of the largest airlines, banks, department stores, and MP3 player manufacturers....

  • Webinar Best And Worst Of UK Site Design, 2008

    October 1, 2008 | Marta Baigorri

    How good is the overall customer experience offered by top firms' Web site today? To find out, Forrester applied its Web Site Review methodology to the site experiences of 12 firms across four...

  • Webinar How To Get Funding For Web Customer Experience Projects

    May 14, 2008 | Megan Burns

    Interest in online customer experience is booming. But despite the increased attention, Web customer experience efforts at many firms remain under-funded. In a recent survey of customer experience...

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