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The Digital Customer Experience Improvement Playbook For 2020

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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  • Report Collective Bargaining Forces Companies To Manage Reputational Risk

    Risk Managers Must Do More To Protect Their Firm's Reputation
    December 23, 2019 | Renee Murphy, Salvatore Schiano

    One of the biggest sources of reputational risk is the focused impact of employees or customers who negotiate collectively. Through this collective bargaining, customers or employees change how...

  • Report New Corporate Values Require A New Kind Of Commitment

    Use Forrester's Assessment To Evaluate The Depth And Authenticity Of Commitment

    In response to the rise of values-based consumers, more companies are moving beyond milquetoast corporate values to embrace moral, social, or even political values. With customers paying closer...

  • 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 Top Research For CIOs: Customer Experience

    Help Your Firm Realize The Value Of Superior CX
    December 11, 2018 | Matthew Guarini

    In the age of the customer, the ability to deliver a quality experience to your customers is a key differentiator. Position yourself to be the company that customers love, trust, and come back to,...