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  • Customer Experience Management

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  • For Customer Experience Professionals

    Report

    Report Chinese Banks Must Embrace Customer Experience To Achieve Sustainable Growth

    Traditional Banks Need To Up Their CX Game To Stay Relevant In An Increasingly Competitive Market
    March 20, 2017 | Riccardo Pasto

    To achieve sustainable business growth in an increasingly competitive market, Chinese banks can no longer rely on commoditized products and services. Innovative banks that create value for their...

  • For Customer Experience Professionals

    Report

    Report Harness The Power Of Emergent Behavior To Design Great Employee Experiences

    March 20, 2017 | Samuel Stern

    Disengaged employees cost US firms hundreds of billions of dollars in lost productivity. That's just one reason why CX professionals should use their design and observation skills to enhance the...

  • For CIO Professionals

    Report

    Report Make Omnichannel A Cornerstone Of Your Telecom Digital Transformation

    Most Telcos Underestimate The Significance Of The Omnichannel Opportunity For Their Digital Transformation
    March 17, 2017 | Dan Bieler

    Offering customers seamless omnichannel experiences is critical for telcos' digital transformation efforts. Today, customers expect to use a variety of digital touchpoints. Omnichannel affects...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Case Study: Lloyds Banking Group Transforms Through 10 Customer Journeys

    Embrace Digital Business Transformation That Delivers Customer Value And A New Operating Model

    In 2014, Lloyds Banking Group, one of the UK's leading financial services firms, embarked on a three-year digital business transformation with a £502 million budget. The transformation has gone...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Vendor Landscape: Mobile Messaging Platforms

    March 16, 2017 | Julie A. Ask, Michael Facemire

    The features and functions of mobile apps are overkill for most mobile moments. By contrast, messaging rightsizes customer engagement through a combination of notifications and conversations in the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The ROI Of Digital Business Transformation

    Business Case: The Digital Business Transformation Playbook
    March 15, 2017 | Michelle Beeson

    Digital business transformation isn't cheap. Firms are investing millions of dollars to transform their customer experiences and business operations to win, serve, and retain their increasingly...

  • For Customer Experience Professionals

    Report

    Report How Companies Improved Their CX Index Scores, 2016

    March 14, 2017 | Harley Manning, Dylan Czarnecki

    Forrester interviewed customer experience (CX) professionals at brands that showed the biggest year-over-year improvement in Forrester's Customer Experience Index (CX Index™) from 2015 to 2016. We...

  • For B2C Marketing Professionals

    Report

    Report Vendor Landscape: Social Marketing Technology

    Tools And Technology: The Social Marketing Playbook

    B2C marketers struggle with today's web of social media marketing technologies. The complexity of options, along with use cases that don't always line up to technology capabilities, adds to the...

  • For B2C Marketing Professionals

    Report

    Report Plan Customer-Centric Enterprise Marketing Technology Requirements

    Assessment: The Enterprise Marketing Technology Playbook
    March 9, 2017 | Joe Stanhope, Rusty Warner

    Delivering contextual customer experiences requires a significant investment in enterprise marketing technologies. B2C marketing professionals tasked with defining enterprise marketing technology...

  • For Security & Risk Professionals

    Report

    Report Improve Physical Security And Customer Experience

    S&R Pros Must Develop Five Essential Capabilities In 2017
    March 9, 2017 | Merritt Maxim

    Every customer interaction plays a vital role in shaping that customer's confidence in your brand. While many businesses have heavily invested in optimizing the digital customer experience (CX),...

  • For CIO Professionals

    Report

    Report Customer-Obsessed Leaders Prioritize Customer Value Leveraging A BT Strategy

    Benchmarks: The Business Technology Agenda Playbook
    March 9, 2017 | Bobby Cameron

    Tech management's prime role today: creating and executing a business technology (BT) strategy that, in combination with a customer-obsessed operating model, helps the firm deliver in the age of...

  • For CIO Professionals

    Report

    Report Unleash Your Digital Predator

    Vision: The CIO Digital Business Transformation Playbook
    March 8, 2017 | Nigel Fenwick, Ted Schadler

    Today's customers — consumers and businesses — expect to integrate your products and services into their digital world. Your employees do, too. CIOs who fail to reshape their business as...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Top Retail Technologies To Watch In 2017

    NRF's Big Show Reveals What Is Hot Versus Hype
    March 8, 2017 | Brendan Witcher

    Retailers must often identify "hot versus hype" in the digital tech landscape. Why? Because investing in tech too far ahead of consumer expectations and behaviors can lead to abandoned programs and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Follow Best Practices To Encourage Digital Money Management Use

    Processes: The Digital Money Management Playbook
    March 7, 2017 | Aurelie L'Hostis, Benjamin Ensor

    Digital money management has not achieved the adoption that many digital banking executives had hoped for. This report looks at how digital business strategy executives can drive the use of digital...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Future Of The Digital Store

    Vision: The Digital Store Playbook
    March 6, 2017 | Fiona Swerdlow

    Today's empowered customers own multiple digital devices that they use to engage with brands and retailers — on their own terms — while shopping in-store. Simultaneously, new technologies are...

  • For B2C Marketing Professionals

    Report

    Report Quick Take: Snap Aims To Capitalize On Social Millennials With IPO

    But Marketers Must Be Strategic With Their Advertising Dollars
    March 2, 2017 | Jessica Liu

    On March 2, 2017, Snap, owner of Snapchat and hardware Spectacles, began trading publicly on the New York Stock Exchange. While the company's optimism for its potential growth makes sense given the...

  • For Application Development & Delivery Professionals

    Report

    Report Enterprise Video's Future Aligns With Customer Obsession

    Your Employees Expect Video, So Use It To Engage Them
    March 2, 2017 | Nick Barber

    Enterprises can meet employees' consumer-level expectations around video and support a customer-obsessed culture at the same time. Enterprise video strategies include a mix of live and on-demand...

  • For Customer Experience Professionals

    Report

    Report Executive Steering Committees: Critical For CX Transformation Success

    Foster Executive Buy-In By Involving Them In CX Decision Making
    March 1, 2017 | Samuel Stern

    CX professionals and their teams need the support of the entire organization to create and deliver great experiences in a sustainable way. The most important group of colleagues to work with is...

  • For Infrastructure & Operations Professionals

    Report

    Report Breakout Vendors: Customer-Engagement-Network Solutions

    Four Innovations That Can Help You Design, Build, And Operate Your Customer Engagement Network (CEN)
    March 1, 2017 | Andre Kindness

    As infrastructure and operations (I&O) leaders move on from building networks that simply connect devices together to building ones that help their businesses win, serve, and retain customers, they...

  • For Infrastructure & Operations Professionals

    Report

    Report Networking Technologies Immerse Fans In NFL Games And The Tour De France

    RFID, Wi-Fi, Cell, And Other Wireless Technologies Create New Emotional Experiences And Connections
    February 24, 2017 | Andre Kindness, Michele Pelino

    The National Football League (NFL) and the Tour de France use networking technologies to change the way fans engage with two popular sports in Europe and North America. Dimension Data, Extreme...

  • For Application Development & Delivery Professionals

    Report

    Report Embrace Continuous Improvement To Power Customer Service Operations

    Continuous Improvement: The Contact Centers For Customer Service Playbook
    February 24, 2017 | Kate Leggett, Art Schoeller

    Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D)...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Open Banking Revolution Is Imminent

    How Open Banking Will Transform The Banking Landscape
    February 23, 2017 | Jacob Morgan

    Open banking is the next logical evolution of digital banking, furthering the ability of a bank to enable customer outcomes through participation in collaborative ecosystems and partnerships....

  • For CIO Professionals

    Report

    Report Building A Customer-Obsessed BT Strategy For Health Insurers

    Healthcare Payers' Digital Role Reaches Far Beyond Web And Mobile
    February 23, 2017 | Bobby Cameron, Kate McCarthy

    Healthcare payers in the age of the customer must contend with a major amount of business whiplash, more so than players in almost any other industry. Today's massive upheaval brings opportunities...

  • For CIO Professionals

    Report

    Report Build Your Digital Transformation Business Case Around The Customer And Revenue Growth

    Business Case: The CIO Digital Business Transformation Playbook
    February 22, 2017 | Dan Bieler

    CIOs' digital transformation investments are ultimately about business survival through disruption. Such investments directly affect customer expectations and go beyond the traditional ROI. The...

  • For B2C Marketing Professionals

    Report

    Report Your Brand Needs Content Governance Now

    Better Content Management Models Make Marketing Content More Accurate, On-Brand, Reusable, And Effective
    February 22, 2017 | Ryan Skinner, Jessica Liu

    Your brand is churning out all kinds of content at a high rate, but inconsistencies in that content are confusing your customers. Content marketers make things worse with their quixotic...

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