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  • Customer Experience

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  • Report How To Build A Customer Success Program

    The Five Things You Need To Effectively Deliver Customer Success
    May 16, 2018 | TJ Keitt

    Many business-to-business (B2B) leaders believe customer success management (CSM) will help them manage the customer experience (CX). But how do you build a CSM organization to do this? This report...

  • Report Four Questions CX Pros Should Ask — But Usually Don't — When Evaluating VoC Vendors

    Questions To Help Guide Your Vendor Selection Process
    May 11, 2018 | Faith Adams

    CX pros use voice of the customer (VoC) platforms to listen to their customers, interpret the data, guide action, and monitor ongoing progress. But a crowded marketplace with fuzzy boundaries...

  • Report Case Study: HaiDiLao Cooks The Competition With Memorable Customer Service

    Build Emotional Engagement With Authentic Human Interactions
    May 7, 2018 | Riccardo Pasto

    HaiDiLao has steadily grown its business from being a little-known restaurant brand in China to becoming the dominant chain of hot-pot restaurants across Asia. This report details some of the...

  • Report Root Your CX Vision In Your Brand

    Brands Must Keep Their Promises With CX
    April 26, 2018 | Ryan Hart, Dipanjan Chatterjee

    Forrester predicted in 2018 that brands that own their values will break away from those that merely borrow them. This means that companies that deliver authentic brand-anchored experiences will...

  • Report Answers To Common Questions About Forrester's Customer Experience Index

    Frequently Asked Questions About The CX Index Methodology, Business Impact Simulator, And Benchmark Study
    April 19, 2018 | Rick Parrish, Roxana Strohmenger

    Companies need a way to measure changes in the quality of their customer experience (CX), understand how it compares to competitors' CX, and prioritize improvements that will grow revenue....

  • Report Digital CX Trends, 2018

    Landscape: The Digital Customer Experience Improvement Playbook

    In our 2017 edition of this digital CX trends report, Forrester identified how technology was advancing user interfaces by adding AI enablers and how innovation labs and employee tools that support...

  • Report Adobe's Challenge To Marketers Will Require That They Join Forces With CX Pros

    Adobe Summit 2018 Charts The Right Path — But One That Will Need Deeper Customer Centricity For Success
    April 10, 2018 | Gina Bhawalkar

    Forrester attended Adobe's 2018 Summit for digital marketers to understand the vendor's vision and product enhancements and how they align with the customer goals for which CX and UX pros advocate....

  • Report Three Ways To Evolve CX Prioritization

    Innovate Your Prioritization Practices For CX Transformation
    April 9, 2018 | Ryan Hart

    Companies with well-established, high-functioning prioritization competencies have a wide-open opportunity for innovation and experimentation. Customer experience (CX) professionals can focus their...

  • Report Now Tech: Customer Experience Consulting Practices, Q2 2018

    Forrester's Overview Of 39 Customer Experience Consultancies
    April 3, 2018 | TJ Keitt

    You can use customer experience (CX) consultancies to help transform how your business builds, deploys, supports, and justifies new client interactions. But to access these benefits, you'll first...

  • Report How Top Performers Improved Their CX Scores And Achieved Strong Revenue Growth

    To Defy Trends, Learn Six Lessons From Leading Australian Firms
    March 29, 2018 | Tom Champion

    What CX initiatives achieve notable change for customers and result in strong financial growth? To find out, Forrester interviewed customer experience (CX) professionals at brands that had the...

  • Report The France Retail Customer Experience Index, 2017

    How French Retailers And Brands Earn Loyalty With The Quality Of Their Experience
    March 28, 2018 | 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 21 retail brands — both traditional retailers (store and...

  • Report Virtual Reality In 2018: Not A Customer Reality

    Our Top Five Takeaways For CX Pros About VR At Mobile World Congress
    March 27, 2018 | Jennifer Wise

    Forrester tested the virtual reality (VR) experiences at this year's Mobile World Congress (MWC) in Barcelona to examine what the advances in these technologies mean for customer experience (CX)...

  • Report The France Banking Customer Experience Index, 2017

    How French Bank Brands Earn Loyalty With The Quality Of Their Experience
    March 22, 2018 | Aurelie L'Hostis, Alex Causey

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

  • Report The UK Banking Customer Experience Index, 2017

    How UK Bank Brands Earn Loyalty With The Quality Of Their Experience
    March 22, 2018 | Aurelie L'Hostis, Alex Causey

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

  • Report Avoid These 14 CX Misconceptions

    March 19, 2018 | Rick Parrish, Kelly Price, Ryan Hart

    To provide a great customer experience (CX) reliably and efficiently, companies must master all six competencies of CX management (CXM). However, misconceptions can cause even the most experienced...

  • Report Power Prioritization Decisions With A Dynamic Tool

    Optimize Your Prioritization Practices For CX Transformation
    March 15, 2018 | Ryan Hart, Dylan Czarnecki

    Once organizations have established a prioritization framework for understanding and assessing CX initiatives based on customer impact, business impact, and feasibility of implementation, they're...

  • Report Boost CX Quality By Using IoT In Customer Journeys

    Journey Analytics Platforms Will Integrate IoT For CX Pros
    March 15, 2018 | Frank E. Gillett

    Customer 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...

  • Report Prioritize Your CX Efforts By Three Categories

    Establish Prioritization Practices For CX Transformation
    March 15, 2018 | Ryan Hart, Dylan Czarnecki

    For a customer experience (CX) transformation to take hold and drive sustainable gains, CX pros need to proactively prioritize and manage multiple projects. That's a challenge given multiple...

  • Report How To Put Customers Front And Center For Behind-The-Scenes Employees

    Three Methods To Connect Behind-The-Scenes Employees To Their Customer Impact
    March 14, 2018 | Samuel Stern

    Firms need all employees to contribute to great experience delivery. But for behind-the-scenes employees who lack direct contact with customers, such as the corporate legal team and IT managers,...

  • Report CX Europe 2017: Designing Breakaway Customer Experiences

    The Brightest Highlights From Forrester's CX Europe 2017 Forum In London

    After 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...

  • Report CX Quality Can Affect Stock Performance

    A Stock Portfolio Of CX Leaders Beat A Portfolio Of CX Laggards
    February 22, 2018 | Dylan Czarnecki, Rick Parrish

    Forrester has proven that customer experience (CX) leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. But does good CX also...

  • Report The UK Traditional Retailers Customer Experience Index, 2017

    How UK Traditional Retailer Brands Earn Loyalty With The Quality Of Their Experience
    February 14, 2018 | Michelle Beeson

    How well do leading traditional retailers (stores and digital) earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 16 traditional retail...

  • Report Clear Communication Is Vital For Government CX Success

    Improving How You Communicate Creates A Better Customer Experience — And Improves CX Metrics
    February 14, 2018 | Faith Adams, Rick Parrish

    How well federal agencies communicate with their customers has a surprisingly large impact on the overall customer experience they deliver. This outsized influence can be a game-changer for your...

  • Report Customers Prefer Hybrid Digital/Physical Experiences

    New Insights From Forrester's Customer Experience Index
    February 9, 2018 | Rick Parrish

    Conventional wisdom states that customers prefer digital experiences. As a result, companies race to create entirely digital experiences to entice customers away from physical channels like call...

  • Report How To Drive Action With Your Voice Of The Customer Program

    February 2, 2018 | Faith Adams

    Voice of the customer (VoC) programs are still not taken seriously. This is because they struggle to drive action and prove value. To change this, VoC teams must leverage stakeholders across the...

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