Charts & Figures
-
-
-
Descriptions And Uses For Common Mapping Tools
October 2, 2018
Search Results
-
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...
-
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...
-
Report Use Customer Journeys To Guide Your Digital Insurance Strategy
Processes: The Digital Insurance Strategy Playbook
Digital insurance teams are keen to digitize the entire customer life cycle. They want to cut costs and offer convenience by enabling customers to get quotes and buy, manage, and renew policies...
-
Report The France Customer Experience Index, 2018
How Brands Build Loyalty With The Quality Of Their Experience
December 21, 2018 | Joana van den Brink-Quintanilha, Alex CauseyHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across four industries in the France CX...
-
Report The UK Customer Experience Index, 2018
How Brands Build Loyalty With The Quality Of Their Experience
December 21, 2018 | Joana van den Brink-Quintanilha, Alex CauseyHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the UK CX Index....
-
Report Now Tech: Journey Management, Q4 2018
Forrester's Overview Of 23 Journey Management Providers
November 14, 2018 | Joana van den Brink-Quintanilha, Alex CauseyYou can use journey management tools to digitize journey maps at scale, take a data-driven approach to creating a common vision for key journeys, and automate and scale journeys by orchestrating...
-
Report The Forrester Wave™: Journey Orchestration Platforms, Q4 2018
The Eight Providers That Matter Most And How They Stack Up
November 14, 2018 | Joana van den Brink-Quintanilha, Alex CauseyForrester evaluated two overlapping but different categories within journey analytics: journey visioning and journey orchestration. In this 28-criteria evaluation of journey orchestration platform...
-
Report The Forrester Wave™: Journey Visioning Platforms, Q4 2018
The 12 Providers That Matter Most And How They Stack Up
November 14, 2018 | Joana van den Brink-Quintanilha, Alex CauseyForrester evaluated two overlapping but different categories within journey analytics: journey visioning and journey orchestration. In this 26-criteria evaluation of journey visioning platform...
-
Blog Join Us At CX Europe 2018 To Find Out How CX Innovators Are Stepping Up To Play A Bigger Game
November 5, 2018 | Joana van den Brink-QuintanilhaCX Europe 2018 is just eight days from now — Tuesday and Wednesday, November 13–14 at the Royal Lancaster next to Hyde Park in London — and this year we are exploring how companies are resetting,...
-
Report Supercharge Your Journey Mapping
Combine Divergent And Convergent Approaches For Great CX
October 2, 2018 | Joana van den Brink-QuintanilhaSome companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like...
-
Blog Join Us At Forrester's Annual CX Europe Forum November 13–14
August 29, 2018 | Joana van den Brink-QuintanilhaBack in 2012, I attended Forrester’s CX Europe event for the first time — at the time, as a Forrester client. This November, six years later, I’m delighted that I’ll be hosting...
-
Report The Forrester Tech Tide™: Experience Design, Q3 2018
Nineteen Technologies Underpin Experience Design
Experience design (XD) is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in XD, companies are evaluating and adopting a range of...
-
Report Q&A: The Top 10 Questions At Journey Mapping Workshops
What Attendees At Forrester Customer Journey Mapping Workshops Most Want To Know
Customer journey mapping continues to be a highly popular tool among customer experience (CX) pros. That's because journey maps help them see through their customers' eyes by visually illustrating...
-
Report Bring Brand To Life With Customer Journeys
Your Brand Promise Is Empty Unless Brand-Infused Customer Journeys Make It A Reality
June 5, 2018 | Joana van den Brink-QuintanilhaTo differentiate, companies must create resonance between brand and customer experience (CX) at every step of customers' journeys — but often don't. The result: brand promises that remain...
-
Report Digital CX Trends, 2018
Landscape: The Digital Customer Experience Improvement Playbook
In our 2017 edition of this digital CX trends report, Forrester identified how technology was advancing user interfaces by adding AI enablers and how innovation labs and employee tools that support...
-
Report CX Europe 2017: Designing Breakaway Customer Experiences
The Brightest Highlights From Forrester's CX Europe 2017 Forum In London
March 12, 2018 | Joana van den Brink-Quintanilha, Alex CauseyAfter each of the Forum events that Forrester produces for customer experience (CX) professionals around the world, we ask attendees which sessions and themes were the most valuable. This report...
-
Report The Germany Customer Experience Index, 2017
How Brands Build Loyalty With The Quality Of Their Experience
November 13, 2017 | Joana van den Brink-Quintanilha, Alex CauseyHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across three industries in the Germany...
-
Report The Customer-Journey-Centric Firm
How Leading Organizations Are Transforming Toward Journey Centricity
November 13, 2017 | Joana van den Brink-QuintanilhaFirms aspire to the benefits of a customer journey focus but struggle to achieve them because of obstacles in four realms: approach, ownership, tools, and culture. Some companies, though, have...
-
Report The France Customer Experience Index, 2017
How Brands Build Loyalty With The Quality Of Their Experience
November 13, 2017 | Joana van den Brink-Quintanilha, Alex CauseyHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across four industries in the France CX...
-
Report The UK Customer Experience Index, 2017
How Brands Build Loyalty With The Quality Of Their Experience
November 13, 2017 | Joana van den Brink-Quintanilha, Alex CauseyHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the UK CX Index....
-
Report Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response
CX quality has largely stalled. Why? Survey data shows that people interact with brands more, which means they have more experiences and form more perceptions. But the data also shows that trust in...
-
Report MSC Cruises Seeks To Transform The Guest Experience With Emerging Tech
To Create The Cruise Ship Of The Future, MSC Is Blending Physical And Digital Experiences
September 29, 2017 | Joana van den Brink-Quintanilha, Alex CauseyMSC Cruises is investing €9 billion in building a fleet of new ships equipped with advanced new customer-facing technology and has just launched the first of them: MSC Meraviglia. We spoke with...
-
Blog New Forrester Waves Assess Customer Journey Analytics Platforms
September 18, 2017 | Joana van den Brink-QuintanilhaWhy is journey analytics such a hot topic? Because it can help firms move the needle on customer obsession. That’s why after months of research — including in-depth briefings, demos, and customer...
-
Report The Forrester Wave™: Customer Journey Analytics Orchestration Platforms, Q3 2017
Kitewheel, Thunderhead, NICE, And Teradata Lead In An Emerging Field Of Vendors
September 14, 2017 | Joana van den Brink-Quintanilha, Alex CauseyIn our 27-criteria evaluation of customer journey analytics orchestration platform providers, we identified the 10 most significant ones — Adobe, ClickFox, ENGAGEcx, Kitewheel, NICE, Pointillist,...
-
Report The Seven Top Questions About Journey Analytics
Journey Analytics Improves Interactions And Predicts Future Behavior
September 14, 2017 | Joana van den Brink-QuintanilhaJourney 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...
- 1
- 2