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  • Kelly Price

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  • For Customer Experience Professionals

    Report

    Report Digital Customer Experience Trends, 2017

    Landscape: The Digital Customer Experience Improvement Playbook
    February 7, 2017 | Allegra Burnette, Tony Costa

    In 2016's edition of this report about digital customer experience (CX) trends, Forrester identified the rise of conversational interfaces and concierge services. In this year's report, we examine...

  • For Customer Experience Professionals

    Report

    Report How Emerging Technology Is Changing CX

    Continuous Improvement: The Digital Customer Experience Improvement Playbook
    January 24, 2017 | Kelly Price, Tony Costa

    New technologies offer opportunities to connect with customers by designing more appealing experiences. But if those experiences aren't rooted in customer centricity, they won't win hearts and...

  • For Customer Experience Professionals

    Report

    Report Designing For Emotion

    Tap Into The Full Scope Of Emotion To Go Beyond Delight
    January 24, 2017 | Allegra Burnette, Kelly Price

    Emotion is the key driver of customer experience (CX) quality, but few companies recognize how much it matters. And even companies that do and try to design for emotion rarely tap its full...

  • For Customer Experience Professionals

    Report

    Report Improve Digital Customer Experiences

    Executive Overview: The Digital Customer Experience Improvement Playbook
    January 10, 2017 | Deanna Laufer, Allegra Burnette

    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...

  • For Customer Experience Professionals

    Report

    Report Build Real Customer Understanding

    How To Avoid Research Pitfalls And Achieve Insight Instead
    December 27, 2016 | Kelly Price

    Customer experience (CX) professionals know that the first step on the path to delivering good experiences is doing research to understand their customers. Yet many fail to recognize that it's easy...

  • 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

    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 Case Study: Etsy Invests In Customer Understanding To Steer Growth

    June 21, 2016 | Allegra Burnette, Kelly Price

    Customer understanding is the bedrock of great customer experience (CX). However, many firms struggle to build customer research programs that produce the aligned and actionable insights to drive...