Charts & Figures
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Strengths And Weaknesses Of Investing Websites
December 12, 2019
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Forrester Investing Wave™: US Websites, Q4 2019
December 12, 2019
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Search Results
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Report The Forrester Investing Wave™: US Websites, Q4 2019
Firms Must Optimize Their Site's Functionality And Experience Design To Help Investors Access Information
The website is the dominant digital touchpoint for US investors, so digital leaders at investment firms must elevate their web experiences to win, serve, and retain their customers. To see how...
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Report The Journey Measurement Framework Applied In B2C And B2B
A Journey Measurement Series Report
To build a journey measurement framework, customer experience (CX) pros must define in-journey signals and end-of-journey success metrics. This report provides two illustrations of these — for a...
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Report The EX Transformation Workhorse: Employee Journey Mapping
Roadmap: The Employee Experience Playbook
November 1, 2019 | Joana van den Brink-Quintanilha, Samuel SternYour understanding of the employee experience (EX) at your firm will remain hazy as long as you rely on annual snapshots of employee engagement. Why? Because insights from these surveys are stale...
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Report Every Business Should Master Customer Success Management To Boost Customer Loyalty
Customer Success Management Ensures Customers Get Value
October 17, 2019 | TJ KeittBecause customer success management (CSM) was first developed at B2B software-as-a-service (SaaS) companies, many customer experience (CX) pros believe it only applies to a subset of businesses....
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Forum CX Singapore 2019
Change The Game: Driving Radical CX Innovation
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...
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Report The Journey Measurement Framework: Assess And Predict Journey Performance
A Journey Measurement Series Report
Most customer experience (CX) pros struggle to assess whether journeys are successful for the customer and the company. The solution: Evolve from traditional measurement to journey measurement....
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Report The Definitive Guide To Forrester's Journey Mapping Research
A Guide To Our 25 Leading Journey Mapping Reports
Forrester has written more than 50 reports for customer experience (CX) pros on customer journey maps, which are fundamental tools for understanding and improving CX. Whether you are familiarizing...
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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 GennisThe 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...
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Playbook The Digital Customer Experience Improvement Playbook For 2019
Improve Digital Customer Experiences
The boundary between digital and physical keeps getting blurrier, and emerging tech like virtual reality and AI-powered chatbots is going mainstream. This is raising the bar for customer experience...
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Forum CX NYC 2019
Change The Game: Leading Radical CX Innovation
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...
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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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Report How To Build A VoC Program In Healthcare
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...
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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-SmitsWhat'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...
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Report Service Design Improves CX By Bridging Silos
Companies With Fragmented CX Efforts Can Do Better By Learning The Service Design Approach
January 11, 2019 | Karine Cardona-SmitsBrands are investing in customer experience (CX) but still struggle to meet expectations. Why? It's often because of missteps in the way they adopt UX practices and innovate. CX and UX...
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Report Now Tech: Journey Management, Q4 2018
Forrester's Overview Of 23 Journey Management Providers
November 14, 2018 | Joana van den Brink-Quintanilha, Alex CauseyYou can use journey management tools to digitize journey maps at scale, take a data-driven approach to creating a common vision for key journeys, and automate and scale journeys by orchestrating...
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Report Demystifying The Language Of CX And UX
Essential Definitions For Your Execs To Avoid Making Misguided Strategic Decisions About CX And UX
October 2, 2018 | David TruogCX and UX pros can't go it alone — you need your colleagues to be onboard, to deliver the right experiences to your customers. The foundation for this is a shared understanding of what you're...
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Report Supercharge Your Journey Mapping
Combine Divergent And Convergent Approaches For Great CX
October 2, 2018 | Joana van den Brink-QuintanilhaSome companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like...
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Report The Forrester Automotive Wave™: European Websites, Q3 2018
European Auto Brands' Sites Don't Meet Customers' Evolving Expectations
August 29, 2018 | Brendan Miller, Alex CauseyMore than half of European consumers spend 10 hours or more researching a new car, and nearly three-quarters consider three or more brands before they purchase or lease a vehicle. To gauge how...
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Webinar Transform Marketing With Customer Journey Analytics
July 12, 2018 | Tina MoffettThis webinar shares how marketers can use journey analytics to understand and optimize their customers' paths to purchase. Key takeaways: Learn how marketing strategies can better acknowledge...
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Report Q&A: The Top 10 Questions At Journey Mapping Workshops
What Attendees At Forrester Customer Journey Mapping Workshops Most Want To Know
Customer journey mapping continues to be a highly popular tool among customer experience (CX) pros. That's because journey maps help them see through their customers' eyes by visually illustrating...
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Report The Forrester Automotive Wave™: US Websites, Q2 2018
The Playing Field Is Wide Open For Carmakers To Break Away
June 18, 2018 | Brendan Miller, Andrew HoganUS new auto sales surpassed 17 million vehicles in 2017 — one of the best years on record for the auto industry. Can it do better? Over 90% of US auto shoppers used manufacturers' websites to guide...
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Report Bring Brand To Life With Customer Journeys
Your Brand Promise Is Empty Unless Brand-Infused Customer Journeys Make It A Reality
June 5, 2018 | Joana van den Brink-QuintanilhaTo differentiate, companies must create resonance between brand and customer experience (CX) at every step of customers' journeys — but often don't. The result: brand promises that remain...
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Report Case Study: ScottishPower Adapts To Customer Needs With RTIM
April 5, 2018 | Rusty Warner, Arleen ChienThis case study details how B2C marketers need to prioritize improved customer experiences when making enterprise marketing technology (EMT) investments. ScottishPower (SP) overhauled its EMT...
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Report CIOs Should Add IoT Context To Customer Experience Systems
Use Journey Analytics Platforms To Integrate IoT Data For CX Pros
March 15, 2018 | Frank E. GillettCustomer expectations for high-quality touches are expanding beyond the mobile and web realms. Internet-of-things (IoT) technology offers new capabilities to sense and control physical products and...
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Report CX Europe 2017: Designing Breakaway Customer Experiences
The Brightest Highlights From Forrester's CX Europe 2017 Forum In London
March 12, 2018 | Joana van den Brink-Quintanilha, Alex CauseyAfter each of the Forum events that Forrester produces for customer experience (CX) professionals around the world, we ask attendees which sessions and themes were the most valuable. This report...
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