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  • Customer Experience Strategy

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The Digital Customer Experience Improvement Playbook For 2019

Improve Digital Customer Experiences

The boundary between digital and physical keeps getting blurrier, and emerging tech like virtual reality and AI-powered chatbots is going mainstream. This is raising the bar for customer experience...

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  • Forum CX Europe 2019

    Change The Game: Leading Radical CX Innovation
    November 14, 2019 | Joana van den Brink-Quintanilha

    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...

  • Forum CX SF 2019

    The Rise of XD: Master the New Art (and Science) of Experience Design
    October 17, 2019 | San Francisco | Andrew Hogan

    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...

  • Forum CX Singapore 2019

    Change The Game: Driving Radical CX Innovation
    August 28, 2019 | Singapore | Frederic Giron

    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...

  • Webinar The Canada Customer Experience Index, 2019

    Modest Gains Amid Stagnation Give Canadian CX Its Best Year Yet
    August 6, 2019 | Michelle Yaiser, Rick Parrish

    During this webinar, we delve into the latest results from Forrester’s Canada Customer Experience Index. We discuss trends in CX quality at the brand and industry level, the role that emotion...

  • Forum CX NYC 2019

    Change The Game: Leading Radical CX Innovation
    June 11, 2019 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

    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 The Forrester Wave™: CX Consulting Practices: Experience Strategy And Business Transformation, Q2 2019

    The Nine Providers That Matter Most And How They Stack Up
    May 28, 2019 | TJ Keitt

    In our 30-criterion evaluation of experience strategy and business transformation providers, we identified the nine most significant ones — Accenture, Bain & Company, EY, KPMG, McKinsey & Company,...

  • Forum CX Sydney 2019

    Change the Game: Driving Radical CX Innovation
    May 9, 2019 | Sydney | Michael Barnes, Riccardo Pasto, James Staten

    Good news. CX leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and more focused on business impact....

  • Webinar How To Leverage The Journey Mapping Canvas For Journey Mapping Success

    April 3, 2018 | Kelly Price

    Firms have widely adopted journey mapping, hoping that the tool will guide them down the path toward customer centricity. But despite its popularity, many firms still struggle to create and...