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  • Strategy Planning & Governance
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  • Report Prioritize Your CX Efforts By Three Categories

    Establish Prioritization Practices For CX Transformation
    March 15, 2018 | Ryan Hart, Dylan Czarnecki

    For a customer experience (CX) transformation to take hold and drive sustainable gains, CX pros need to proactively prioritize and manage multiple projects. That's a challenge given multiple...

  • Report Your Strategic Plan Is The Lynchpin For Omnichannel Success

    Strategic Plan: The Omnichannel Commerce Playbook
    March 9, 2018 | 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...

  • 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...

  • 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
    December 14, 2017 | Sophia I. Vargas, Susan Bidel, Andre Kindness

    The US Federal Communications Commission (FCC) has repealed the 2015 regulations requiring equal treatment for all internet traffic, commonly known as net neutrality.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

  • 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...

  • 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...

  • 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...

  • 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...

  • 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...

  • 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...