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  • Samuel Stern

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  • For Customer Experience Professionals

    Report

    Report Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response

    CX quality has largely stalled. Why? Survey data shows that people interact with brands more, which means they have more experiences and form more perceptions. But the data also shows that trust in...

  • For Customer Experience Professionals

    Report

    Report Five Steps To Enable Customer Experience Delivery

    Establish Enablement Practices For CX Transformation
    October 26, 2017 | TJ Keitt, Samuel Stern

    Companies depend on their employees to deliver high-quality customer experience (CX). And employees depend on companies to provide tools and design processes that enable them to effectively serve...

  • For Customer Experience Professionals

    Report

    Report Advance Customer Experience Enablement Practices

    Focus On Process, Technology, And Collaboration To Advance Employee Enablement
    October 26, 2017 | TJ Keitt, Samuel Stern

    Most companies have started down the path of creating employee experiences that enable good customer experience (CX) delivery. Few, though, have moved beyond small troubleshooting efforts to more...

  • For Customer Experience Professionals

    Report

    Report Five Key Steps For Making Your Culture More Customer-Centric

    Establish Your Culture Practices For CX Transformation
    June 19, 2017 | Samuel Stern

    CX transformation requires creating a system of shared values and behaviors that focus employees on delivering great customer experiences. To do this, customer experience leaders need to establish...

  • For Customer Experience Professionals

    Report

    Report Remove Barriers And Add Enablers For A Customer-Centric Culture

    Advance Your Culture Practices For CX Transformation
    June 19, 2017 | Samuel Stern

    Once customer experience (CX) transformation leaders have established solid culture practices, they should move on to advancing their culture transformation by making customer-centric behavior...

  • For Customer Experience Professionals

    Report

    Report Three Culture Practices For Long-Term Customer Centricity

    Innovate Your Culture Practices For CX Transformation
    June 19, 2017 | Samuel Stern

    Very few companies have truly customer-obsessed cultures that can create and sustain a competitive advantage in the marketplace. Those that do got there by innovating. These culture leaders realign...

  • For Customer Experience Professionals

    Report

    Report CX Teams: What They Do, Where They Report, How Big They Are, And How Much They Spend

    May 8, 2017 | Samuel Stern

    In May and June of 2016, Forrester fielded a survey to customer experience (CX) professionals across the globe and received hundreds of completed responses detailing what CX professionals are...

  • 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 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 Customer Experience Professionals

    Report

    Report The Truth About Customer-Centric Org Structures: They're The Icing, Not The Cake

    Organization: The Customer Experience Ecosystem Playbook
    January 20, 2017 | Samuel Stern

    Our research into companies that deliver superior customer experience (CX) showed that operating under a customer-centric organizational structure does not predict success. Instead, CX pros manage...

  • For Infrastructure & Operations Professionals

    Report

    Report Use Customer Experience Insights To Unshackle Employee Potential

    Continuous Improvement: The Workforce Enablement Playbook
    January 5, 2017 | David K. Johnson, Samuel Stern

    The companies in Forrester's Customer Experience Index (CX Index™) with high ratings are better than others are at creating effective, easy interactions that customers feel good about afterward....

  • For Customer Experience Professionals

    Report

    Report Leading Indicators Of An Effective Culture Transformation

    How Companies Track The Progress Of Their Culture Change Efforts
    December 5, 2016 | Samuel Stern

    Transforming a company's culture to become customer-centric can be a Herculean task. But when customer experience (CX) leaders confront skeptics who believe that the benefits of culture change are...

  • For Customer Experience Professionals

    Report

    Report Vendor Landscape: Picking The Right Consultant To Support Your Culture Transformation

    Assessing The Culture And Customer Experience Transformation Experts
    November 22, 2016 | Samuel Stern

    Companies that want their cultures to become customer-centric typically need help making the change. This report looks into service providers that can help customer experience (CX) professionals...

  • For Customer Experience Professionals

    Report

    Report Predictions 2017: The CX Quality Split

    Landscape: The Customer Experience Ecosystem Playbook
    October 31, 2016 | David Truog, Allegra Burnette, Tony Costa

    The Customer Experience Index (CX Index™) leaders of 2015 barely improved in 2016, even as brands that had lagged behind caught up significantly. Does this herald a leveling out in 2017, with...

  • For Customer Experience Professionals

    Report

    Report Seven Steps To Create And Sustain A Customer-Centric Culture

    CX Pros Must Prepare And Execute Customer-Centric Culture Transformations
    October 6, 2016 | Samuel Stern

    Transforming cultures to be customer-centric is one of the toughest challenges that customer experience (CX) professionals face. That's because changing the culture of an organization requires the...

  • For Customer Experience Professionals

    Report

    Report Why CX? Why Now?

    Use Our Infographic To Get Your Executives To Back You

    Despite growing interest in the discipline, many business leaders still pay only lip service to customer experience (CX), leaving experience improvement either underfunded or on the cutting-room...

  • For Customer Experience Professionals

    Report

    Report Want Great CX? Make Everyone Do Their Part

    How To Make Leaders, Managers, And Other Employees Accountable For Experience Delivery
    September 9, 2016 | Samuel Stern

    Customer experience (CX) professionals must help their colleagues understand how they affect — and ultimately own a piece of — customer experience outcomes. That requires CX teams to ensure that...

  • For Customer Experience Professionals

    Report

    Report Use Customer Journey Mapping To Make Your Culture Customer-Obsessed

    CX Pros' Most Commonly Used Tool Instills Empathy And Discipline

    Journey maps are a lens into how customers engage with brands in pursuit of a goal. When customer experience (CX) pros combine them with ecosystem maps, they can transform the way that both...

  • For Customer Experience Professionals

    Report

    Report Mapping The Employee Journey

    July 27, 2016 | Samuel Stern, Tony Costa

    Journey maps are a powerful tool for diagnosing and fixing interactions. They're valuable for understanding both customer and employee experiences, which is why customer experience (CX) pros along...

  • For Customer Experience Professionals

    Report

    Report CX Governance That Enables Great Experience Delivery

    Coordinate Executive Decision Making, Define CX Processes, And Standardize Elements Of The Experience
    June 21, 2016 | Samuel Stern, Andrew Hogan

    Good CX governance facilitates the creation of great experiences. To get it right, CX pros must consider three levels of CX governance. At the top, executive-level CX steering committees make key...

  • For Customer Experience Professionals

    Report

    Report Acquisitions Are Not An Excuse For Bad Customer Experience

    How CX Pros Can Make The Best Of Their Companies' Next Acquisition Disruption
    June 21, 2016 | Deanna Laufer, Samuel Stern

    Mergers and acquisitions (M&A) are virtually inevitable in the lives of corporations. Even so, they distract attention from other initiatives — including customer experience (CX). CX pros must...

  • For CMO Professionals

    Report

    Report Five Secrets Of Customer-Obsessed Cultures

    How Customer-Obsessed Companies Bring Their Values To Life
    June 6, 2016 | David K. Johnson, Samuel Stern

    For most companies, customer focus is just talk. What separates customer experience (CX) leaders from laggards is not their stated commitment to customers. It's instead their follow-through on that...

  • For CIO Professionals

    Report

    Report Five Secrets Of Customer-Obsessed Cultures

    How Customer-Obsessed Companies Bring Their Values To Life
    June 6, 2016 | Samuel Stern, David K. Johnson

    For most companies, customer focus is just talk. What separates customer experience (CX) leaders from laggards is not their stated commitment to customers. It's instead their follow-through on that...

  • For Customer Experience Professionals

    Report

    Report How To Set Employee Goals That Drive Great CX

    Balance Accountability And Empowerment Across The Organization To Improve Customer Journeys

    Companies must align employee goals with desired customer metrics to deliver better experiences. To get it right, companies must make employees accountable for parts of the experience that they...

  • For Customer Experience Professionals

    Report

    Report The Challenges Holding Back CX Leaders And How To Overcome Them

    Results From Our Survey Of More Than 250 CX Executives And CMOs
    April 25, 2016 | Samuel Stern

    In late 2015, Forrester partnered with recruiting firm Heidrick & Struggles to survey chief marketing officers (CMOs) and customer experience (CX) professionals to better understand their roles,...