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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...

  • 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...

  • Workshop Smarter Design: Data, AI and The Future of CX Design

    A Summit Collocated with CX NYC 2019
    June 10, 2019 | New York City | Brandon Purcell

    AI and machine learning are powerful tools that can undercover new insights from reams of unstructured data, discern patterns and inferences invisible to the human eye, and drive rapid, iterative...

  • Workshop Elevate Customer Experiences Through Experience Design

    A Workshop for Customer Experience Professionals Collocated with CX NYC 2019
    June 10, 2019 | New York City | Andrew Hogan

    Customer experience is the new battle ground to win, serve, and retain your customers. Creating great customer experiences is more than knowing design thinking or the key user experience...

  • Workshop Journey Map Like A Pro

    A Workshop for Customer Experience Professionals Collocated with CX NYC 2019
    June 10, 2019 | New York City | TJ Keitt

    Despite making customer experience a strategic priority, Forrester's research shows that many companies still fail to deliver a great customer experience across all customer touchpoints. A common...

  • Workshop Winning in the Age of Amazon

    A Summit Collocated with Digital Transformation 2019
    May 13, 2019 | Chicago, IL | Brendan Witcher

    According to Forrester's most recent State Of The US Retail Shopper, 70% of US online adults chose Amazon first when shopping online. Amazon's unprecedented dominance of the retail landscape is the...

  • Workshop Take Journey Mapping To The Next Level

    A Workshop for Customer Experience Professionals Collocated with CX Sydney 2019
    May 8, 2019 | Sydney, Australia | Riccardo Pasto

    Despite journey mapping's popularity, Forrester continues to hear from frustrated CX leaders who are struggling to get started or fail to build momentum after less-than-stellar first efforts. What...

  • Report The Forrester Wave™: B2B Customer Analytics, Q1 2019

    The Six Providers That Matter Most And How They Stack Up
    March 11, 2019 | Allison Snow

    In our 35-criterion evaluation of B2B customer analytics providers, we identified the six most significant ones — 6sense; CaliberMind; Datorama, a Salesforce company; Lattice Engines; Mintigo; and...

  • Report How US Customers Research And Buy Life Insurance

    Meet Prospects At The Point Of Need With Easy Ways To Research And Apply
    February 14, 2019 | Benjamin Ensor, August Du Pont

    Life insurance isn't consumers' top priority — until life events prompt them to buy it. Digital teams need to have the right resources in place for when that moment hits. This report explains why...

  • Report The Untapped Opportunity For B2B Insights

    Firms Must Balance Growth And Efficiency With Four Insights Types
    February 4, 2019 | Allison Snow

    B2B and B2B2C companies have focused their analytics programs on either customer insights (CI) and revenue or cost optimization and operations. This made sense in years past, when firms could focus...

  • Report How Analytics Drives Customer Life-Cycle Management

    Vision: The Customer Analytics Playbook
    February 1, 2019 | Brandon Purcell

    With the growing importance of customer insights (CI) in organizations, the role of analytics to extract insight and embed it back into organizational processes is at the forefront of business...

  • Webinar Predictions 2019: B2B Marketing And Sales

    January 16, 2019 | Laura Ramos, Lori Wizdo, Steven Casey

    As B2B marketers increasingly lead the entire buying experience, they must establish a foundation of insights and pivot from campaign to engagement design that encompasses both digital and human...

  • Report Beyond The Map With Location Intelligence

    Stop Staring At Maps: Use Modern Location Data And Technologies To Act At The Speed Of Customer Obsession
    January 10, 2019 | James McCormick, Emily Miller

    The opportunity to analyze your business and customers' location information has shifted up a gear from the niche and static map-based use cases of the past. Firms now have access to unprecedented...

  • Report How To Build The Right Portfolio Of Customer Success Services

    Customer Success Management Requires More Than Just A Handful Of Dedicated Success Managers
    January 4, 2019 | TJ Keitt

    Customer success management (CSM) keeps clients of B2B businesses on the path to renewal. Customer success managers are the clients' guides in this process, but they are merely one component in the...

  • Webinar The Forrester New Wave™: Influencer Marketing Solutions, Q4 2018

    December 11, 2018 | Ryan Skinner

    Many marketing organizations are in the throes of maturing from experimenting with influencers to committing to an influencer strategy, often to the tune of six- and seven-figure annual budgets....

  • Report Applying The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018

    How To Identify The Right CFM Vendor For Your Business
    December 3, 2018 | Faith Adams

    In October 2018, we published the Forrester Wave™ on customer feedback management (CFM) platforms. We used 40 criteria to evaluate nine vendors. In this report, we compile additional insights...

  • Report Now Tech: Voice-Of-The-Customer Vendors In Asia Pacific, Q4 2018

    Forrester's Overview Of 21 Voice-Of-The-Customer Providers In Asia Pacific
    November 26, 2018 | Amit Bhatia, Faith Adams

    Customer experience (CX) professionals use voice-of-the-customer (VoC) tools to collect and analyze customer feedback, improve CX, and track the results of these improvements. But to access these...

  • Report Customer Experience Demands Outcome-Oriented Data Governance

    Processes: The Data Management Playbook
    November 16, 2018 | Michele Goetz

    Data governance programs often start with a burst of enthusiasm and then fade away. This creates peaks and valleys in an organization's ability to know its customers and engage relevantly with...

  • Report Continually Optimize Experiences To Differentiate And Compete For Customers

    Processes: The Digital Intelligence Playbook
    November 15, 2018 | James McCormick

    Competing for empowered customers and keeping up with their shifting digital expectations means that firms must always be evolving their digital experiences. This is only achievable through a...

  • Report The Metropolitan Indian Consumer Tech Stack

    Our 2018 Indian Benchmark Data Overview Shows The Four Forces Of Adoption
    November 9, 2018 | James L. McQuivey, Reineke Reitsma

    Humans were born to embrace today's technologies. In 2018, Forrester has surveyed 110,460 online adults in 20 countries to see how people embrace technology, why they use it, and what that will...

  • Report How US Online Consumers Research And Buy Credit Cards, 2018

    Online Capabilities Are Crucial To The Purchase Journey
    November 1, 2018 | Alyson Clarke

    Credit cards remain the top-selling financial product in the US. Digital touchpoints play a key role for prospects during the purchase journey, making the actions of digital teams crucial to...

  • Report The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018

    The Nine Providers That Matter Most And How They Stack Up
    October 30, 2018 | Faith Adams

    In our 40-criteria evaluation of customer feedback management (CFM) providers, we identified the nine most significant ones — Clarabridge, Confirmit, InMoment, MaritzCX, Medallia, NICE Satmetrix,...

  • Report Now Tech: B2B Analytics And Measurement Providers, Q4 2018

    Forrester's Overview Of 29 B2B Analytics And Measurement Providers
    October 18, 2018 | Allison Snow

    You can use B2B analytics and measurement solutions to gain insights, help grow the business, manage performance, and monitor customer health. But to access these benefits, you'll first have to...

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