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  • Harley Manning

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  • 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 Customer Experience Professionals

    Report

    Report Customer Experience Drives Revenue Growth In Europe, 2016

    The Correlation Between CX And Revenue Growth In Three Industries
    January 4, 2017 | Harley Manning, Dylan Czarnecki

    In the US, superior customer experience (CX) drives superior revenue growth when customers are free to switch their business and competitors offer differentiated CX. Does that relationship hold...

  • For Customer Experience Professionals

    Report

    Report The CX Transformation Imperative

    Strategic Plan: The Customer Experience Ecosystem Playbook
    September 14, 2016 | Harley Manning

    A handful of famous brands have thrived despite their dreadful customer experience (CX). But now a confluence of digital disruption, consumer hyperadoption, and rising customer expectations...

  • For Customer Experience Professionals

    Report

    Report Brief: Lessons From Speakers At Forrester's CXNYC 2016 Forum For CX Professionals

    Leaders Share The Foundations Of Superior Customer Experience
    August 16, 2016 | Harley Manning, Dylan Czarnecki

    At Forrester's CXNYC 2016 Forum, mainstage presenters shared how they create and maintain customer obsession at their companies. Their firms represent diverse industries from financial services and...

  • For Customer Experience Professionals

    Report

    Report Customer Experience Drives Revenue Growth, 2016

    Business Case: The Customer Experience Ecosystem Playbook
    June 21, 2016 | Harley Manning, Dylan Czarnecki

    It's the age of the customer, and transforming the customer experience (CX) is one of five critical market imperatives that companies need to shift toward customer obsession. But how can customer...

  • For Customer Experience Professionals

    Report

    Report How To Achieve CX Management Maturity

    Executive Overview: The Customer Experience Maturity Playbook
    March 14, 2016 | Harley Manning

    Eighty-four percent of brands in Forrester's US Customer Experience Index (CX Index™) got "OK" scores or worse from their customers in 2015. This is a clear sign that their current approach to...

  • For Customer Experience Professionals

    Report

    Report Brief: CX Drives Revenue Growth In The US Auto Insurance Industry

    The Relationship Between Superior Customer Experience And Revenue Growth
    February 10, 2016 | Harley Manning

    In the US, superior customer experience (CX) drives superior revenue growth when customers can switch their business and competitors offer differentiated CX. Does that relationship also hold true...

  • For Customer Experience Professionals

    Report

    Report Does Customer Experience Really Drive Business Success?

    Business Case: The Customer Experience Ecosystem Playbook
    July 15, 2015 | Harley Manning

    It's the age of the customer, when technology and economic forces have changed the world to such a great extent that an obsession with winning, serving, and retaining customers is the only possible...

  • For Customer Experience Professionals

    Report

    Report Predictions 2015: The Race From Good To Great Customer Experience Heats Up

    November 7, 2014 | Michael E. Gazala, Harley Manning

    In a world where the only source of competitive advantage is an obsession with attracting, understanding, and serving today's empowered customers, 2015 will be a new, more competitive era for...

  • For Customer Experience Professionals

    Report

    Report The State Of Customer Experience Management In Australia, 2014

    August 14, 2014 | Craig Menzies, Michael Barnes

    The only way to compete effectively in the age of the customer is to become truly customer obsessed. To help firms achieve this goal, this report sheds light on the current state of customer...

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Index, France 2014

    How good is the experience at leading French companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 38...

  • For Customer Experience Professionals

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    Report The Customer Experience Index, UK 2014

    March 21, 2014 | Jonathan Browne, Harley Manning

    How good is the experience at leading UK companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 28 UK brands...

  • For Customer Experience Professionals

    Report

    Report Predictions 2014: Customer Experience

    January 14, 2014 | Harley Manning, John Dalton

    Customer experience (CX) made big news in 2013, with firms investing big bucks in boosting their CX efforts and cringe-inducing failures making international headlines. In 2014, expect two dominant...

  • For Customer Experience Professionals

    Report

    Report Customer Experience Maturity Assessment

    June 18, 2012 | Harley Manning

    Forrester's customer experience maturity framework outlines the 40 essential practices companies must perform in order to design, implement, and manage customer experience in a disciplined way....

  • For Customer Experience Professionals

    Report

    Report People Who Transform An Experience-Driven Organization

    May 4, 2012 | Harley Manning

    This stakeholder map is designed to help customer experience professionals plan and coordinate activities across roles and functions as well as clarify the responsibilities of participants in the...

  • For Customer Experience Professionals

    Report

    Report What's The Right Customer Experience Strategy?

    September 28, 2010 | Harley Manning, Paul Hagen

    Most companies lack a customer experience strategy. As a result, their leaders struggle with decisions about funding and prioritizing projects meant to improve customer experience at the enterprise...

  • For Customer Experience Professionals

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    Report Best Practices For Launching Site Redesigns

    June 23, 2010 | Harley Manning

    When companies redesign sites, users' aversion to change results in problems like spikes in call center traffic and social media backlash. That's because changes in site design force users to learn...

  • For Customer Experience Professionals

    Report

    Report Web Site User Experience 2010: US Banks

    Forrester Applies Its Web Site User Experience Review Methodology To Six Top US Banks
    April 30, 2010 | Harley Manning

    Forrester evaluated the user experience at the public-facing Web sites of the six leading US banks by assets: Bank of America, Chase, Citibank, PNC Financial Services, US Bank, and Wells Fargo....

  • For Customer Experience Professionals

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    Report Undo Functionality Best Practices

    April 15, 2010 | Harley Manning

    Today's leading sites offer a number of best practices for letting users reverse completed actions and previous selections, jump between steps, and understand which steps are final. Customer...

  • For Customer Experience Professionals

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    Report UK Site Search Best Practices: Creating A User-Centered Search Experience

    March 26, 2010 | Harley Manning

    Users only need two things for a positive site search experience: relevant results and an easy-to-use interface. Fortunately, today's leading sites help users get what they need by implementing...

  • For Customer Experience Professionals

    Report

    Report Top Customer Experience Takeaways From The Web 2.0 Expo, 2009

    January 25, 2010 | Harley Manning

    Forrester recently attended the Web 2.0 Expo in New York, where presenters discussed techniques to improve customer experience. Among speakers' top recommendations for customer experience...

  • For Customer Experience Professionals

    Report

    Report How To Survive The Browser Wars

    Top Considerations When Designing For Cross-Browser Interoperability
    September 17, 2009 | Harley Manning

    The browser wars have turned hot! How can companies deliver a high-quality Web experience in a world of proliferating platforms — without breaking the bank? The answer lies in best practices...

  • For Customer Experience Professionals

    Report

    Report Web Site Brand Reviews: What, Why, And When

    A Testing Method To Make Your Brand Stand Out In Your Web Experience
    June 22, 2009 | Harley Manning

    During these uncertain economic times, it's even more important that brand attributes relate to key user goals and are always in front of your customers, giving them the desire and confidence to...

  • For Customer Experience Professionals

    Report

    Report TV Network Sites Make It Hard For Users To Find Content And Purchase DVDs Of Shows

    Forrester Evaluated The Top Four US TV Network Sites
    June 16, 2009 | Harley Manning

    Forrester applied its Web Site Review methodology to the site experiences at the top four US TV network Web sites: ABC, CBS, FOX, and NBC. Our evaluation looked at how well each site supported a...

  • For Customer Experience Professionals

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    Report Top 10 Web Design Fixes For Improving Business Results

    May 26, 2009 | Harley Manning

    The overwhelming majority of today's Web sites suffer from design flaws. These problems hurt the business by making it hard for customers to achieve goals like buying products, opening an account,...