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  • Forum CX Europe 2019

    Change The Game: Leading Radical CX Innovation
    November 14, 2019 | Joana van den Brink-Quintanilha

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Forum CX SF 2019

    The Rise of XD: Master the New Art (and Science) of Experience Design
    October 17, 2019 | San Francisco | Andrew Hogan

    Just what we need: another abbreviation. But this one is for real. Experience design — or XD — is rapidly emerging as the discipline to rule them all. If exceptional CX is the goal, XD...

  • Forum CX Singapore 2019

    Change The Game: Driving Radical CX Innovation
    August 28, 2019 | Singapore | Frederic Giron

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Webinar So You Want To Hire A Loyalty Provider? Best Practices For Vendor Selection

    Thursday, July 18, 2019, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Emily Collins

    Companies across industries are increasing their investments in loyalty marketing, but the landscape of providers is vast and often confusing. Based on the findings from our recent loyalty services...

  • Webinar Chart Your Course To Marketing Measurement Maturity

    Tuesday, July 9, 2019, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Tina Moffett, Jim Nail

    Marketing measurement and optimization is an indispensable discipline for B2C marketing leaders because it helps tame the flood of marketing and customer data, providing insights that fuel business...

  • Webinar Make The Most Of Your VoC Technology Investments

    Tuesday, July 2, 2019, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Faith Adams

    Customer experience (CX) pros continue to invest in technologies to propel their voice of the customer (VoC) efforts forward — but the market has become quite crowded, making it cloudy for...

  • Webinar The US Customer Experience Index, 2019

    Small Gains Emerge Amidst Widespread Stagnation
    Wednesday, June 26, 2019, 1:00 p.m.-2:00 p.m. Eastern time (18:00-19:00 GMT) | Michelle Yaiser, Rick Parrish

    During this webinar, we delve into the latest results from Forrester’s US Customer Experience Index™. We discuss trends in CX quality at the brand and industry level, the role that...

  • Webinar B2B And B2B2C Firms: Support Revenue, Customer Experience, And Efficiency With Analytics And Insights

    Tuesday, June 25, 2019, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Allison Snow

    B2B and B2B2C companies have focused their analytics programs on either customer insights (CI) and revenue or cost optimization and operations. This made sense in years past, when firms could focus...

  • 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...

  • Forum CX NYC 2019

    Change The Game: Leading Radical CX Innovation
    June 11, 2019 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Report The Future Of Enterprise Marketing Technology

    Vision: The Enterprise Marketing Technology Playbook
    June 6, 2019 | Joe Stanhope, Rusty Warner

    Enterprise B2C marketers have invested heavily in marketing technology (martech) to deliver contextually relevant customer engagement. But to stay ahead of the curve, firms need to rethink their...

  • Report Make Privacy A Competitive Differentiator

    Executive Overview: The Customer Trust And Privacy Playbook
    June 6, 2019 | Fatemeh Khatibloo

    Consumers are increasingly aware of the value of their personal data. As a result, companies can no longer afford to dismiss customer concerns about the use of that data — failure to respect...

  • Report The Forrester Wave™: Customer Analytics Service Providers, Q2 2019

    The 12 Providers That Matter Most And How They Stack Up
    May 30, 2019 | Brandon Purcell

    In our 33-criterion evaluation of customer analytics service providers, we identified the 12 most significant ones — Allant Group, Clarity Insights, CSS Corp, EXL Service, Fractal Analytics,...

  • Webinar Come Together (Right Now) To Deliver The Next Best Experience

    May 29, 2019 | Brandon Purcell

    The next analytical paradigm has arrived: introducing the next best experience (NBX). The NBX is the fourth iteration of the “next best” saga — preceded by next best product,...

  • Forum Digital Transformation & Innovation India 2019

    Master Tech-Driven Transformation
    May 28, 2019 | Mumbai | Amit Bhatia, Frederic Giron, Leslie Joseph

    The lure of digital transformation Much of the allure of digital transformation was in its promise of leading market disruption and innovation. If you added a few emerging technologies here,...

  • Report Now Tech: Digital Intelligence Technologies, Q2 2019

    Forrester's Overview Of 42 Digital Intelligence Technology Providers
    May 22, 2019 | James McCormick

    You can use digital intelligence technology to centralize your view of customer engagement data, understand engagement, and automate continuous improvement processes. But to access these benefits,...

  • Webinar Use The Four-Step GKAD Framework To Select The KPIs That Matter Most And Drive More Actions From Data And Insights

    May 21, 2019 | Cinny Little

    Firms continue to play a data-to-insights game of “telephone.” In the data-to-insights version, insights tumble into a gap between data-to-insights pros and stakeholders with...

  • Report The Forrester Wave™: Digital Voice-Of-The-Customer Specialist Platforms, Q2 2019

    The Five Providers That Matter Most And How They Stack Up
    May 20, 2019 | Faith Adams

    In our 26-criterion evaluation of digital voice-of-the-customer (VoC) specialists, we identified the five most significant ones — ForeSee (a Verint company), iperceptions, OpinionLab (a Verint...

  • Report Use The Goal-KPI-Action-Data (GKAD) Framework To Align, Measure, And Act

    Beginner Level: Process Practices For Insights-Driven Businesses
    May 17, 2019 | Cinny Little

    Firms must transform into insights-driven businesses. These businesses use data for insights that are always actionable, and they make insights-to-action a team sport. They accomplish this by...

  • Report Now Tech: Digital Experience Agencies, Q2 2019

    Forrester's Overview Of 42 Digital Experience Agencies
    May 14, 2019 | Ted Schadler

    Digital experience agencies are essential partners for building differentiated customer, marketing, commerce, and product experiences. But to find the best partner for your project or program, you...

  • Report The Four Essential Steps To Transform Into An Insights-Driven Business

    The Strategy Report In The Insights-Driven Business Playbook
    May 14, 2019 | Cinny Little

    Being insights driven is not just new terminology for big data; it's an operational transformation that firms must pivot to now or risk losing out to competitors old and new. But enterprise-level...

  • Report The State Of The Digital Store

    Landscape: The Digital Store Playbook

    The face of retail continues to change. In-store digital testing and learning is well underway, and digital business leaders have the technical know-how and an increasingly cross-functional view to...

  • Forum CX Sydney 2019

    Change the Game: Driving Radical CX Innovation
    May 9, 2019 | Sydney | Michael Barnes, Riccardo Pasto, James Staten

    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....

  • Report The Australia Superannuation Customer Experience Index, 2019

    How Australian Superannuation Firms Earn (But Mostly Lose) Loyalty With The Quality Of Their Experience

    How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? For the first time, we reveal the complete rankings of seven...

  • Report The Psychology Of Points

    Landscape: The Customer Loyalty Playbook
    May 8, 2019 | Emily Collins, Anjali Lai

    Brands across industries pump millions of dollars into loyalty programs that offer the same mix of points, discounts, and material benefits. But do they capture the hearts and wallets of empowered...

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