78 results in Everything
 
Sort by:
Refine
  • Customer Understanding

Search Results

  • Webinar Modernize Customer Research To Up-Level Your Customer Experiences

    Wednesday, March 6, 2019, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Kelly Price

    Research is a requisite for creating great customer experiences, but many firms struggle to effectively integrate meaningful insights into the way they make decisions. This webinar outlines...

  • Report The Winning Way To Plan Customer Research

    Use Forrester's Customer Research Canvas To Drive The Why, What, How, And Who Of Your Research Efforts
    February 12, 2019 | Kelly Price, Gina Bhawalkar

    Although companies increasingly recognize that if they want to improve CX significantly, they can't skip customer research, Forrester consistently hears from CX pros who struggle to conduct the...

  • Report Service Design Improves CX By Bridging Silos

    Companies With Fragmented CX Efforts Can Do Better By Learning The Service Design Approach
    January 11, 2019 | Karine Cardona-Smits

    Brands are investing in customer experience (CX) but still struggle to meet expectations. Why? It's often because of missteps in the way they adopt UX practices and innovate. CX and UX...

  • Report Case Study: How Salesforce Built A Highly Effective Customer Success Organization

    Salesforce's Customer Success Group Is A Manifestation Of The Tech Giant's Values
    January 4, 2019 | TJ Keitt

    From Salesforce's inception, its co-CEO Marc Benioff has focused the business on making its clients successful. To fulfill this mission, the tech giant built the Customer Success Group (CSG), an...

  • Report How To Build The Right Portfolio Of Customer Success Services

    Customer Success Management Requires More Than Just A Handful Of Dedicated Success Managers
    January 4, 2019 | TJ Keitt

    Customer success management (CSM) keeps clients of B2B businesses on the path to renewal. Customer success managers are the clients' guides in this process, but they are merely one component in the...

  • Playbook The CX Transformation Playbook

    Why And How To Lead A CX Transformation

    A laser-like focus on customer experience (CX) is the best path to business success. Forrester has proven this by analyzing major brands' financial results and showing that they correlate with how...

  • Report Guide Your Customers To Better Experiences With Behavioral Science

    Align Better Futures For Both The Customer And The Organization
    November 27, 2018 | Ryan Hart, Samuel Stern

    Through a combination of tactical quick wins and strategic transformations, customer experience (CX) professionals can apply the concepts of behavioral science to improve experiences. In this way,...

  • Report Continually Optimize Experiences To Differentiate And Compete For Customers

    Processes: The Digital Intelligence Playbook
    November 15, 2018 | James McCormick

    Competing for empowered customers and keeping up with their shifting digital expectations means that firms must always be evolving their digital experiences. This is only achievable through a...

  • Report Predictions 2019: Employee Experience

    The Spotlight Shines Bright As Executives Scramble To Improve EX

    Low unemployment and high quit rates are intensifying the already bright spotlight on employee experience (EX). But while companies, EX professionals, and executives are anxious to improve employee...

  • Report Now Tech: B2B Analytics And Measurement Providers, Q4 2018

    Forrester's Overview Of 29 B2B Analytics And Measurement Providers
    October 18, 2018 | Allison Snow

    You can use B2B analytics and measurement solutions to gain insights, help grow the business, manage performance, and monitor customer health. But to access these benefits, you'll first have to...

  • Report Modernize Your Customer Research

    Technologies And Techniques For Faster, Better Customer-Centric Decision Making
    October 2, 2018 | Kelly Price

    Customer experience (CX) pros know how critical research is for great experience design, but colleagues in other functions often believe research takes too much time. So they view it as a hindrance...

  • Report Case Study: How Emirates NBD Made Every Day CX Day

    Your Blueprint For Turning The Annual CX Day Celebration Into A Culture Change Catalyst
    October 2, 2018 | Samuel Stern

    At its best, CX Day is a celebration of both a firm's customers and its commitment to serving them. But CX Day is just one day. The real challenge is transforming that day's excitement and...

  • Report Demystifying The Language Of CX And UX

    Essential Definitions For Your Execs To Avoid Making Misguided Strategic Decisions About CX And UX
    October 2, 2018 | David Truog

    CX and UX pros can't go it alone — you need your colleagues to be onboard, to deliver the right experiences to your customers. The foundation for this is a shared understanding of what you're...

  • Report Real Conversational Interfaces

    Most Chatbots And Voice Interfaces That Claim To Be Conversational Are Not
    October 2, 2018 | Jennifer Wise, Andrew Hogan, Allegra Burnette

    Interfaces that let people use natural language — from chatbots based on typing and reading to voice interfaces based on speaking and listening — are wildly popular but wildly immature: They're...

  • Report A Customer Success Management Program Is Good For You And Your Clients

    How Customer Success Management Supports Both The Buyer's And Seller's Goals
    September 20, 2018 | TJ Keitt

    Increasingly, customer experience (CX) professionals at B2B companies have shown interest in helping their businesses build customer success management (CSM) programs. However, skeptical business...

  • Report The Top Four Takeaways From SF Design Week 2018

    September 18, 2018 | Andrew Hogan, Gina Bhawalkar, Kelly Price

    The 2018 SF Design Week (in July) provided a window into what top designers are working on and thinking about through 197 presentations, panels, and other activities from Airbnb, Chase, Facebook,...

  • Report Hardwire Customer Experience To Financial Performance

    CX Pros In Financial Services Must Connect Metrics To Money
    August 30, 2018 | Tom Mouhsian

    Senior business leaders in the financial services industry measure success with metrics like return on equity, net income, and risk-adjusted allowances but don't know how customer experience (CX)...

  • Report Now Tech: Identity Resolution, Q3 2018

    Forrester's Overview Of 24 Identity Resolution Providers
    August 21, 2018 | Joe Stanhope, Susan Bidel

    B2C marketers leverage identity resolution to improve customer data management, better target and personalize customer interactions, and gain efficiencies through measurement. But to access these...

  • Report Case Study: ScottishPower Adapts To Customer Needs With RTIM

    April 5, 2018 | Rusty Warner, Arleen Chien

    This case study details how B2C marketers need to prioritize improved customer experiences when making enterprise marketing technology (EMT) investments. ScottishPower (SP) overhauled its EMT...

  • Report How To Run A Co-Creation Journey Mapping Workshop

    Discover CX Improvements By Understanding Customer Behaviors And Emotions
    July 13, 2017 | Riccardo Pasto

    Firms struggle to produce complete, actionable customer insights because they don't invest in qualitative research on their customers. With co-creation journey mapping, customer experience (CX)...