12 results in Reports
 
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  • Report Five Key Trends To Benchmark DevOps Progress

    Benchmarks: The Continuous Deployment Playbook
    January 31, 2019 | Charles Betz, Will McKeon-White

    To succeed in the digital age, infrastructure and operations (I&O) professionals must keep abreast of market trends and benchmark across many facets of their business and technology practices. This...

  • Report Elevate And Scale Your CX Measurement Program

    Intermediate Level: Measurement Practices For CX Transformation
    November 28, 2018 | Amit Bhatia, Maxie Schmidt-Subramanian

    Once organizations have established a minimum viable program for measuring customer experience (CX), they are ready to move on to the next phase — advancing the measurement program to the...

  • Report Power Prioritization Decisions With A Dynamic Tool

    Intermediate Level: Prioritization Practices For CX Transformation
    November 28, 2018 | Ryan Hart

    Once customer experience (CX) pros and their organizations have established a beginner-level prioritization framework for understanding and assessing CX initiatives based on customer impact,...

  • 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 Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    August 21, 2018 | Ian Jacobs, Kate Leggett

    Customer service leaders can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer...

  • Report The ROI Of Customer Loyalty

    Business Case: The Customer Loyalty Playbook
    July 5, 2018 | Emily Collins, Reggie Lau

    Loyalty programs help companies identify and collect rich data about their best customers in order to reward, recognize, and retain them. This report helps B2C marketing professionals make the case...

  • Report The Top 10 CX Measurement Questions Answered

    June 6, 2018 | Maxie Schmidt-Subramanian

    To measure customer experience (CX), CX pros need a framework that tells them not only how good their customers' experiences are but also how to improve them and what benefits to expect from doing...

  • Report Answers To Common Questions About Forrester's Customer Experience Index

    Frequently Asked Questions About The CX Index Methodology, Business Impact Simulator, And Benchmark Study
    April 19, 2018 | Rick Parrish, Roxana Strohmenger

    Companies need a way to measure changes in the quality of their customer experience (CX), understand how it compares to competitors' CX, and prioritize improvements that will grow revenue....

  • Report Develop Cloud Metrics Using The Balanced Scorecard

    Performance Management: The Cloud Computing Playbook
    February 14, 2018 | Lauren E. Nelson, Sophia I. Vargas

    Crafting and measuring the right metrics for your cloud strategy is essential for success. But measuring cloud computing in business terms is probably unnatural for your technology team. Leading...

  • Report The Seven Top Questions About Journey Analytics

    Journey Analytics Improves Interactions And Predicts Future Behavior
    September 14, 2017 | Joana van den Brink-Quintanilha

    Journey analytics is a hot topic because it can help firms move the needle on customer obsession. But misconceptions about what journey analytics is and how it's done get in the way. Forrester...

  • Report 2017 European Mobile Banking Benchmark

    BBVA Comes Top In Our Review Of European Mobile Banking Services
    May 16, 2017 | Aurelie L'Hostis

    Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations but also anticipate their future needs and improve their...

  • Report 2017 Tech Budget Benchmarks

    Use Our Benchmarks To Transform Your Tech Budget, Not Just Defend It
    March 28, 2017 | Andrew Bartels

    CIOs feel ambivalent about tech budget benchmarks. They need them to respond to CEO and CFO questions about tech spending levels, but they also know the top-line metrics don't really say much. This...