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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Operational AR During A Pandemic

    Adjust Your Approach To Deliver Value Continuously
    August 4, 2020 | Kevin Lucas

    A pandemic shakes up a vendor and its analyst relations (AR), leaving AR people uncertain about where to focus. Their instinct is to protect their existing AR programs, but new vendor priorities...

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

    Organization: The Contact Centers For Customer Service Playbook
    July 7, 2020 | 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...

  • Webinar A Beginner's Guide To Culture Practices For CX Transformation

    June 2, 2020 | Angelina Gennis

    Just starting out on a customer experience (CX) transformation? Follow the five key steps Forrester has seen successful cultures take to become more customer-centric. Key takeaways: Explore how...

  • Report CX Teams In 2019: What They Do, Where They Report, And Their Size And Budget

    February 20, 2020 | Angelina Gennis

    In May and June 2019, Forrester fielded a survey to customer experience (CX) professionals across the globe. We received hundreds of completed responses detailing what CX professionals are...

  • Report Build Executive Buy-In For Your CX Transformation

    Resonate With Executives, Seek Out Champions, And Build Alignment
    January 9, 2020 | Angelina Gennis

    Many customer experience (CX) pros struggle to convince executive leadership to believe in and take action toward becoming a customer-obsessed organization. Competing priorities and disagreement on...

  • Report Customize Your CX Champions Program

    Build A Program To Grow CX Culture And Expand Organizational Impact
    November 26, 2019 | Angelina Gennis

    Customer experience (CX) champions or ambassadors programs are growing in popularity, with surprising diversity in execution. Many are an increasingly valuable aspect of CX teams' efforts and...

  • Report The ROI Of EX

    Business Case: The Employee Experience Playbook
    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...

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