Search Results

• Forum CX Singapore

  Supercharge Your CX Practice In One Day

  September 3, 2020 | Singapore | Frederic Giron

  CX Singapore 2020 is a one-day intensive event that will arm you with the tools and inspiration necessary to take your customer experience practice to the next level. Join us on September 3, 2020...

• Forum CX North America

  Cutting-edge, interactive CX programming

  June 16, 2020 | New York City | Andrew Hogan

  Join 50 Forrester analysts and 1,500 CX industry leaders at CX North America for three days of innovative customer experience thought, tech, and strategy.

• Forum CX North America

  Cutting-edge, interactive CX programming

  June 16, 2020 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

  Join 50 Forrester analysts and 1,500 CX industry leaders at CX North America for three days of innovative customer experience thought, tech, and strategy.

• Webinar Move At The Speed Of The Customer With AI-Enabled Consumer Intelligence Solutions

  Tuesday, June 9, 2020, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Cinny Little

  Customer insights and market research professionals must keep up with fast-moving customers. That requires understanding people's attitudes and emotions as well as their behavior — what...

• Forum CX Sydney

  The Time Is Now: Lead With Experience

  April 30, 2020 | Virtual Event | Michael Barnes

  CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

• Report The Forrester Wave™: Healthcare CRM Providers, Q1 2020

  The Seven Providers That Matter Most And How They Stack Up

  March 12, 2020 | Arielle Trzcinski, Kate Leggett

  In our 31-criterion evaluation of healthcare CRM providers, we identified the seven most significant ones — Creatio, Healthgrades, Microsoft, Pegasystems, Salesforce, SugarCRM, and Welltok — and...

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  Webinar The Best Of Times And The Worst Of Times For Customer Segmentation

  March 2, 2020 | Brandon Purcell

  Customer segmentation has long been a cornerstone of marketing campaigns, giving enterprises a way to partition their customer bases and plan interactions with them. However, in light of growing...

• Report Now Tech: Voice-Of-The-Customer (VoC) Vendors, Q1 2020

  Forrester's Overview Of 36 VoC Providers

  February 3, 2020 | Faith Adams

  You can use voice-of-the-customer (VoC) tools to collect and analyze customer feedback, socialize feedback, inform customer experience (CX) improvements, and track the results of these improvements...

• Report Use Personalization To Drive Loyalty And Customer Obsession

  January 28, 2020 | Emily Collins

  The personalization imperative for loyalty is clear: Companies that can't meet customer expectations for relevance and value risk losing their customers to brands that can deliver. But it's hard to...

• Report Social Technographics® Reveals Who Your Social Audience Is — And How To Approach Them

  Landscape: The Social Marketing Playbook

  December 11, 2019 | Jessica Liu

  The question for B2C marketers is no longer whether your customers use social media, but how you can best use social media to interact with those customers. But how well do you know your customers...

• Report The Best Of Times And The Worst Of Times For Segmentation

  Overthrow Traditional Customer Segmentation In The Personalization Revolution

  December 10, 2019 | Brandon Purcell

  Customer segmentation has long been a cornerstone of marketing campaigns, giving enterprises a way to partition their customer bases and plan interactions with them. However, in light of growing...

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  Webinar The Forrester New Wave™: Market And Competitive Intelligence Platforms, Q4 2019

  November 19, 2019 | Cinny Little

  Market and competitive intelligence (M&CI) is a fundamental strategic business competency, and it’s front of mind. In 2019, 57% of data and analytics technology decision makers report...

• Report Forrester's 2019 Consumer Privacy Segmentation: Europe

  Understand Consumer Privacy Preferences And Behaviors To Improve Engagement, Trust, And Experience

  November 13, 2019 | Enza Iannopollo

  In this report, we explain how privacy professionals can apply Forrester's Consumer Privacy Segmentation to understand how privacy perspectives vary by geography across Europe. Armed with this...

• Report Customer-Centered Messaging Helps Boost B2B Revenues By Motivating Buyer Action

  October 24, 2019 | Laura Ramos

  B2B marketers struggle to make their messages customer-centric and relevant. Forrester believes firms must talk more about issues that buyers face, why their current solutions fail to deliver...

• Report The Forrester New Wave™: Market And Competitive Intelligence Platforms, Q4 2019

  The 12 Providers That Matter Most And How They Stack Up

  October 22, 2019 | Cinny Little

  In Forrester's evaluation of the emerging market for market and competitive intelligence (M&CI) platforms, we identified the 12 most significant providers in the category — Bertin IT, Cipher,...

• Report Improve Your Future Fitness Fast

  Boost Your Curiosity, Agility, And Risk For Rapid Fitness Gains

  October 16, 2019 | James L. McQuivey

  Forrester Future Fit is a simple tool for determining whether you get a high, medium, or low score for your fitness for adapting to the future. Behind the overall score lie nine attributes that...

• Report Be Future Ready: Invest In Noncollege-Educated Workers

  Make Everyone Fit For The Future Of Work

  September 30, 2019 | James L. McQuivey

  Technology is changing the way we work; for some, it threatens their ability to work at all. There are 104.8 million workers in sectors that will lose more jobs than they will gain in the future...

• Report Understand Your Customers To Build Trust: Forrester's 2019 Consumer Privacy Segmentation

  Landscape: The Customer Trust And Privacy Playbook

  September 20, 2019 | Fatemeh Khatibloo, Stephanie Liu

  As the privacy landscape evolves, consumers are more aware than ever that companies collect and use their personal data for marketing and advertising purposes. B2C marketers must understand their...

• Report Marketers Versus Customers: Opposing Forces Erupt

  Reevaluate Your Fundamental Marketing Assumptions To Regain Customers' Faith

  September 18, 2019 | Melissa Parrish

  Marketers set out to be customer obsessed with the best intentions. They build customer profiles and personalize interactions — but inadvertently create creepy and even harmful experiences. CMOs...

• Report Live Your Values To Grow Your Business

  Values-Based Consumers And Employees Seed A New Disruption

  August 29, 2019 | Anjali Lai, Rick Parrish, Samuel Stern

  The debate about company values is center stage. Certain moments in history trigger an eruption of passionate voices that rail against companies that appear to violate consumer values: Today, we're...

• Report Australian Consumers' Digital Coming Of Age Is Here

  August 19, 2019 | Zhi-Ying Barry

  Something remarkable is happening with Australian online adults: Their behaviors and expectations are evolving at an unprecedented rate, and they're embracing innovation faster than ever before....

• Report High-Impact Research: The Ingredients For An Effective UX And Design Research Practice

  July 17, 2019 | Kelly Price

  To get beyond stagnating customer experience (CX) quality, companies need to modernize how they do customer research — using it to guide better tactical and strategic decisions across the firm. But...

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  Webinar Use The Four-Step GKAD Framework To Select The KPIs That Matter Most And Drive More Actions From Data And Insights

  May 21, 2019 | Cinny Little

  Firms continue to play a data-to-insights game of “telephone.” In the data-to-insights version, insights tumble into a gap between data-to-insights pros and stakeholders with...

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  Webinar Are You Fit For The Future? You Can't Shape The Future With Tools You Don't Have

  April 23, 2019 | James L. McQuivey

  The future is coming, full of AI, robotics, and machine intelligence. Some are readier than others to partner with intelligent machines and shape our shared future, and they will have such a...

• Report Introducing Forrester Future Fit

  Are You Fit Enough To Share In A World Of Intelligent Technologies?

  April 1, 2019 | James L. McQuivey

  The future is coming, full of AI, robotics, and machine intelligence. Some people are readier than others to enter the bold new world of intelligent technologies that are shaping our shared future,...