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  • For Customer Experience Professionals

    Report

    Report Case Study: Prudential Put Customers First And Revitalized Its Business Performance

    Scale Customer Experience Quick Wins To A Total Business Makeover
    January 26, 2018 | Tom Mouhsian

    Creating a vision for customer centricity as a strategic company objective is easy; executing a wide-ranging transformation program to enable customer centricity is much harder. Prudential is at an...

  • For Infrastructure & Operations Professionals

    Report

    Report Quick Take: Innovate Around The Death Of Net Neutrality

    With Internet Providers Free To Build Slow And Fast Lanes, Design Around Cost And Bandwidth Uncertainty

    The US Federal Communications Commission (FCC) has repealed the 2015 regulations requiring equal treatment for all internet traffic, commonly known as net neutrality. If they choose, carriers can...

  • For Application Development & Delivery Professionals

    Report

    Report Assess Your Digital Experience Delivery Maturity

    Assessment: The Digital Experience Delivery Playbook
    October 26, 2017 | Danielle Jessee, Mark Grannan

    How should application development and delivery (AD&D) pros assess their maturity in delivering digital customer experience initiatives? This report asks questions such as: Do you have the right...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Your Strategic Plan Is The Lynchpin For Omnichannel Success

    Strategic Plan: The Omnichannel Commerce Playbook
    February 22, 2017 | Brendan Witcher, Claudia Tajima

    Organizations today must have a comprehensive strategic plan that aligns their internal teams with a single vision for omnichannel excellence. However, because omnichannel commerce continues to...

  • For Customer Experience Professionals

    Report

    Report The CX Transformation Imperative

    It's Not Whether To Transform CX; It's When And How
    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 Executive Q&A: Top 10 Customer Experience Strategy Questions Answered

    September 2, 2016 | Deanna Laufer

    Most firms aspire to be the customer experience (CX) leader in their industry or even a leader across all industries. To achieve this weighty goal, they'll need (among other things) a shared...

  • For Customer Experience Professionals

    Report

    Report Brief: Should All Customer Experiences Be Awesome?

    Customer Experiences Don't Need To Be Incredible All Of The Time; Invest Wisely
    August 8, 2016 | Amit Bhatia

    As digital experiences become commonplace, customers have elevated expectations of customer experience (CX) across industries. To meet and exceed such expectations, companies aspire to become the...

  • For Customer Experience Professionals

    Report

    Report Brief: Why You Must Sharpen Your CX Vision

    August 1, 2016 | Deanna Laufer

    In 2016, Forrester updated its customer experience (CX) management maturity model for CX professionals, removing strategy from its set of competencies. But having a clear CX vision — an...

  • 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 Customer Experience Strategy Best Practices

    December 9, 2015 | Deanna Laufer

    Customer experience (CX) strategies that lack critical details lead to inconsistent execution and wasted effort. To improve, firms need a strategy that clearly 1) defines the intended experience;...

  • For Customer Experience Professionals

    Report

    Report Predictions 2016: The Spotlight On CX Helps And Hurts

    November 11, 2015 | Deanna Laufer, Rick Parrish

    Customer experience (CX) has become the top priority for business and technology leaders for good reason — few things drive customers' loyalty more than CX. With competition intensifying and...

  • For CIO Professionals

    Report

    Report Brief: Accelerate The CIO's BT Agenda With Five New Capabilities

    August 21, 2015 | Bobby Cameron

    Your tech management organization will undergo significant change as it retools to improve business collaboration and accelerate digital responses to customer and competitor actions. Accelerating...

  • For Customer Experience Professionals

    Report

    Report Brief: Ten Tactics To Get CX Funding Now

    August 20, 2015 | Deanna Laufer

    Good news for customer experience (CX) professionals: More than two-thirds of business and technology leaders say that improving CX is a top priority in 2015. So why are so many CX projects still...

  • For Customer Experience Professionals

    Report

    Report The Revenue Impact Of Customer Experience, 2015

    Many customer experience (CX) pros find it hard to draw a clear connection between improving customer experience and increasing their firm's revenue. That's why Forrester developed...

  • For Customer Experience Professionals

    Report

    Report How B2B Companies Make The Case For Customer Experience

    Build A Burning Platform To Spark Action
    June 24, 2015 | Deanna Laufer, Maxie Schmidt-Subramanian

    Customer experience (CX) professionals at business-to-business (B2B) companies face B2B-specific challenges that make it hard to justify investing in CX. Obstacles range from a lack of sufficient...

  • For Customer Experience Professionals

    Report

    Report Brief: McKinsey Enters The Design Race With The Acquisition Of Lunar

    May 21, 2015 | Leah Buley, Allegra Burnette, Tony Costa

    On May 14, 2015, design firm Lunar Engineering announced that management consulting firm McKinsey will acquire it for an undisclosed sum. McKinsey joins a growing list of diverse firms such as...

  • For Customer Experience Professionals

    Report

    Report How To Measure The Customer Impact Of CX Projects — And Get Them Funded

    A Four-Step Process To Better Govern CX Improvement Projects
    May 13, 2015 | Samuel Stern

    A rigorous governance process to determine the customer impact of all customer experience (CX) projects and initiatives helps CX professionals win funding and deliver on the promised improvements...

  • For Customer Experience Professionals

    Report

    Report Adopt The Right Governance Model For Your Journey Mapping Efforts

    Master the art of journey mapping and you have a powerful customer experience (CX) change management tool. Part of the art is following a well-defined journey mapping process, and part is adopting...

  • For CIO Professionals

    Report

    Report Case Study: Agile Budgeting And Methodology Expand Beyond BT And Deliver

    Blue Cross Blue Shield Of Nebraska Transforms Technology And Corporate Planning And Delivery
    April 28, 2015 | Chip Gliedman

    Blue Cross Blue Shield of Nebraska (BCBSNE), a 75-year-old health insurance company serving 700,000 people, ran a traditional IT organization with traditional IT governance and processes. However,...

  • For Security & Risk Professionals

    Report

    Report RSAC Innovation Sandbox Finalists Spur Ingenuity In Security

    CISOs Should Look To Finalists For Future Direction And Investment
    April 20, 2015 | Jennie Duong, Tyler Shields, Rick Holland

    The 2015 RSA Conference (RSAC) Innovation Sandbox marks the 10-year anniversary of its conception in North America. This contest has encouraged startups to demonstrate and share their security...

  • For CMO Professionals

    Report

    Report Revamp Strategic Planning From The Outside In

    Three Keys To Driving Customer-Obsessed Business Strategy
    April 13, 2015 | Sheryl Pattek, Nigel Fenwick

    Fail to help your firm adapt to increasingly powerful customers, and you risk more than near-term disruption — you risk your company's long-term viability. Today's strategic planning must change to...

  • For Infrastructure & Operations Professionals

    Report

    Report Brief: HP's Acquisition Of Aruba Networks Reignites Its War With Cisco

    Networking Is The Path To HP's Growth If The Company Doesn't Repeat Past Mistakes
    March 25, 2015 | Andre Kindness

    In 2009, Mark Hurd, a former CEO of HP, responded to Cisco CEO John Chambers' release of Cisco's UCS line with the acquisition of 3Com. While many expected an all-out war, the few early battles...

  • For CIO Professionals

    Report

    Report Brief: Making Sense Of The Digital Services Tsunami

    CIOs Must Navigate A Landscape Of Digital Relabeling
    January 29, 2015 | Frederic Giron, Liz Herbert, John McCarthy

    At recent customer and analyst events, traditional consulting and systems integration providers — including Accenture, Capgemini, Cognizant, Deloitte Digital, Fujitsu, Infosys, NIIT Technologies,...

  • For Customer Experience Professionals

    Report

    Report Brief: Capital One Gets It Right With Adaptive Path Acquisition

    November 21, 2014 | Leah Buley

    Firms that aspire to become customer experience (CX) leaders should pay close attention to the unfolding CX case study at Capital One. Following a busy two years of innovation efforts, Capital One...

  • For Infrastructure & Operations Professionals

    Report

    Report Understand The Cloud Service Provider Market Landscape

    May 19, 2014 | James Staten

    With cloud computing services now formal members of the technology management portfolio, the challenge shifts from understanding cloud to selecting the right partners. Most hosting companies,...