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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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  • Report Data-Fueled Products: How To Thrive On The Design And Data Science Collision

    August 9, 2019 | Andrew Hogan

    Companies are starting to combine data science and design to create data-fueled products based on pattern-finding algorithms. But it's not going well: Many companies are hurting their customers and...

  • Report Keys To Implementing A B2B Customer Experience Program

    Lessons Learned From The B2B Track Session At CX NYC
    July 24, 2019 | TJ Keitt, Judy Weader

    Customer experience (CX) professionals at B2B companies have expressed a desire to learn more about how to create or improve upon their programs. This report shares highlights from the speakers at...

  • Report Stop Saying "Yes" To Every CX Project

    Embrace Prioritization As The Backbone Of CX Strategy
    April 24, 2019 | Ryan Hart

    Most customer experience (CX) teams are trying to do too much with too little. Without a structured approach to assess, prioritize, and sometimes push back on proposed work, CX pros find themselves...

  • Report How To Build An Effective Customer Success Planning Framework

    A Guide To Creating A Plan To Ensure Positive B2B Customer Experiences
    April 22, 2019 | TJ Keitt

    Customer success management (CSM) ensures that a business and its clients both get value from their relationship. It does this by guiding clients down a path to reach their desired business...

  • Report What's New In Service Design And What It Means For CX Pros

    Highlights From The 2018 Global Service Design Conference With Forrester's Analysis
    February 13, 2019 | Karine Cardona-Smits

    What's the latest in service design, and what does it mean for customer experience (CX) professionals? Forrester attended the 2018 Service Design Global Conference in October to investigate, and we...

  • Report Adobe's Challenge To Marketers Will Require That They Join Forces With CX Pros

    Adobe Summit 2018 Charts The Right Path — But One That Will Need Deeper Customer Centricity For Success
    April 10, 2018 | Gina Bhawalkar

    Forrester attended Adobe's 2018 Summit for digital marketers to understand the vendor's vision and product enhancements and how they align with the customer goals for which CX and UX pros advocate....

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