Charts & Figures
View all 2,794 Charts & Figures
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Now Tech Midsize Vendors: Customer Engagement Marketing, Q1 2019
February 22, 2019
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Now Tech Small Vendors: Customer Engagement Marketing, Q1 2019
February 22, 2019
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Search Results
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Forum CX Europe 2019
Change The Game: Leading Radical CX Innovation
November 14, 2019 | Joana van den Brink-QuintanilhaFirst, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...
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Forum CX SF 2019
The Rise of XD: Master the New Art (and Science) of Experience Design
Just what we need: another abbreviation. But this one is for real. Experience design — or XD — is rapidly emerging as the discipline to rule them all. If exceptional CX is the goal, XD...
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Forum CX Singapore 2019
Change The Game: Driving Radical CX Innovation
First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...
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Forum CX NYC 2019
Change The Game: Leading Radical CX Innovation
First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...
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Workshop Elevate Customer Experiences Through Experience Design
A Workshop for Customer Experience Professionals Collocated with CX NYC 2019
Customer experience is the new battle ground to win, serve, and retain your customers. Creating great customer experiences is more than knowing design thinking or the key user experience...
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Workshop Smarter Design: Data, AI and The Future of CX Design
A Summit Collocated with CX NYC 2019
AI and machine learning are powerful tools that can undercover new insights from reams of unstructured data, discern patterns and inferences invisible to the human eye, and drive rapid, iterative...
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Workshop Journey Map Like A Pro
A Workshop for Customer Experience Professionals Collocated with CX NYC 2019
Despite making customer experience a strategic priority, Forrester's research shows that many companies still fail to deliver a great customer experience across all customer touchpoints. A common...
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Forum Digital Transformation & Innovation Europe 2019
Master Tech-Driven Transformation
The lure of digital transformation Much of the allure of digital transformation was in its promise of leading market disruption and innovation. If you added a few emerging technologies here,...
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Forum Digital Transformation & Innovation 2019
Master Tech-Driven Transformation
The lure of digital transformation Much of the allure of digital transformation was in its promise of leading market disruption and innovation. If you added a few emerging technologies here,...
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Workshop Winning in the Age of Amazon
A Summit Collocated with Digital Transformation 2019
According to Forrester's most recent State Of The US Retail Shopper, 70% of US online adults chose Amazon first when shopping online. Amazon's unprecedented dominance of the retail landscape is the...
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Workshop Take Journey Mapping To The Next Level
A Workshop for Customer Experience Professionals Collocated with CX Sydney 2019
Despite journey mapping's popularity, Forrester continues to hear from frustrated CX leaders who are struggling to get started or fail to build momentum after less-than-stellar first efforts. What...
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Forum Consumer Marketing 2019
Beyond The Direct-To-Consumer Revolution
Direct-to-consumer (DTC) brands have captured consumers’ admiration and loyalty … but most have an unsustainable economic model. Traditional brands are optimized to deliver financial...
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Workshop Elevate Customer Experiences Through Experience Design
A Workshop For Customer Experience Professionals Collocated with Consumer Marketing 2019
Customer experience is the new battle ground to win, serve, and retain your customers. Creating great customer experiences is more than knowing design thinking or the key user experience...
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Webinar Customer Engagement Marketing: How To Turn Loyal Customers Into Advocates
Thursday, March 21, 2019, 1:00 p.m.-2:00 p.m. Eastern time (17:00-18:00 GMT) | Laura Ramos, Matthew CamusoCustomer stories and word of mouth are among the most powerful tools available to B2B marketers. From recognizable company logos to in-depth case studies, customers provide crucial evidence that...
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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 PriceResearch 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...
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Webinar How To Measure Social Marketing Programs
Wednesday, February 27, 2019, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Jessica LiuB2C marketers want to count something — anything — to quantify the value of their social marketing programs. But 52% of marketers Forrester surveyed state that they have...
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Report Now Tech: B2B Customer Engagement Marketing, Q1 2019
Forrester's Overview Of 22 B2B Customer Engagement Marketing Providers
You can use customer engagement marketing (CEM) to identify and engage passionate customers, turn them into advocates, and use post-sale customer experience (CX) to outdistance the competition. But...
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Report Forrester's Top Customer Experience Research Findings Of 2018
February 22, 2019 | Rick ParrishForrester's customer experience (CX) research team published more than 100 reports in 2018. In this review, we pull our most important CX findings — across a range of topics — out of those reports...
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Report Use Emotion To Beat Customer Service Stagnation
DBS Bank, Disney, Humana, And Progressive Casualty Insurance Show You How
February 21, 2019 | Ian JacobsCustomer experience (CX) fatigue is a reality — and it's impeding improvements in customer service. While the customer service world has focused on improving the effectiveness and ease of CX, firms...
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Report Create A Customer Engagement Network To Accelerate Your Digital Business
Build A Customer-Centric Networking Infrastructure, Not A Technology-Focused Platform
February 20, 2019 | Andre KindnessAs infrastructure and operations (I&O) leaders move to support digital initiatives, they'll come to the difficult realization that their current network infrastructure can't adequately support...
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Report The Five Essential Steps To Plan Your CX Transformation
The Strategy Report In The CX Transformation Playbook
February 19, 2019 | Harley ManningCustomer experience (CX) transformations are huge, complex, and expensive. That's why, as a CX transformation leader, you need to craft a plan detailing why and how you want to transform your...
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Report How To Build A VoC Program In Healthcare
Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. To drive success, healthcare organizations (HCOs) must be...
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Report How US Customers Research And Buy Life Insurance
Meet Prospects At The Point Of Need With Easy Ways To Research And Apply
Life insurance isn't consumers' top priority — until life events prompt them to buy it. Digital teams need to have the right resources in place for when that moment hits. This report explains why...
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Report Harness Marketing's Most Powerful Tool: Emotion
New Techniques Reveal Consumers' Real Decision Process
February 14, 2019 | Jim NailEmotions are essential to marketing, experience, and loyalty but have long seemed beyond rigorous definition and quantification. But market research firms are translating recent neuroscience and...
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Report Introducing Forrester's Employee Experience Index
Landscape: The Employee Experience Playbook
The debate about the importance of employee experience (EX) is moving into a new phase. It's no longer a question of whether EX is important. Now the debate is about which EX elements matter most....