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  • Report The ROI Of EX

    Apply Forrester's Total Economic Impact™ (TEI) Model To Determine The Costs And Benefits Of Employee Experience Improvement
    September 3, 2019 | Samuel Stern, Andrew Hewitt, Adam Schlegel

    EX is becoming ever more important due to an increasingly educated workforce, incredibly low unemployment rates, pervasive AI/automation, and workplaces beset by multiple transformation...

  • Report Elevate Your Design Practice To Differentiate Experiences

    Intermediate Level: Design Practices For CX Transformation
    December 14, 2018 | Jennifer Wise

    Getting experience design right is essential to CX transformation — it means performing specific activities required for defining and refining experiences based on your vision and research-based...

  • Report Remove Barriers And Add Enablers For A Customer-Centric Culture

    Intermediate Level: Culture Practices For CX Transformation
    November 30, 2018 | Samuel Stern

    Once customer experience (CX) transformation leaders have established solid culture practices, they should move on to advancing their culture transformation by making customer-centric behavior...

  • Report Three Culture Practices For Long-Term Customer Centricity

    Advanced Level: Culture Practices For CX Transformation
    November 30, 2018 | Samuel Stern

    Very few companies have truly customer-obsessed cultures that can create and sustain a competitive advantage in the marketplace. Those that do got there by innovating. These culture leaders realign...

  • 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 Why Paying Employees For Delivering Good CX Is A Bad Idea

    How CX Pros Can Make Every Employee Accountable For CX Delivery Without Resorting To Monetary Incentives

    Firms should hold employees accountable for delivering better experiences. Many companies do so by linking CX performance to variable pay. Unfortunately, that is a mistake. We identified five myths...

  • Report How To Build A Customer Success Program

    The Five Things You Need To Effectively Deliver Customer Success
    May 16, 2018 | TJ Keitt

    Many business-to-business (B2B) leaders believe customer success management (CSM) will help them manage the customer experience (CX). But how do you build a CSM organization to do this? This report...

  • Report Mind The Gap When Organizing To Support Contact Center Applications

    Organization: The Contact Centers For Customer Service Playbook
    April 18, 2018 | Art Schoeller

    Contact center applications require high reliability and scale that exceed typical requirements for enterprise applications. Configuring them drives not only the customer experience but the agent...

  • Report Case Study: Prudential Put Customers First And Revitalized Its Business Performance

    Scale Customer Experience Quick Wins To A Total Business Makeover
    January 26, 2018 | Tom Mouhsian

    Creating a vision for customer centricity as a strategic company objective is easy; executing a wide-ranging transformation program to enable customer centricity is much harder. Prudential is at an...

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