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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...

  • Webinar The US Banking Customer Experience Index, 2019

    Thursday, October 3, 2019, 1:00 p.m.-2:00 p.m. Eastern time (18:00-19:00 GMT) | Alyson Clarke, Michelle Yaiser

    During this webinar, we delve into the latest results from Forrester’s US Banking Customer Experience Index. We discuss what drives a great customer experience for banking, the role that...

  • 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 The India Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    September 19, 2019 | Amit Bhatia

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 39 brands across six industries in the India Customer...

  • Webinar Use AI To Focus B2B Insights On The Human Imperative

    September 19, 2019 | Allison Snow

    B2B insights pros struggle to understand their customers and prospects and therefore to build experiences that engage, influence, and persuade them. Learn how AI tech can help you overcome these...

  • Report The US Health Insurers Customer Experience Index, 2019

    How US Health Insurers Earn Loyalty With The Quality Of Their Experience
    September 17, 2019 | Faith Adams

    How well do leading health insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 17 health insurance brands that were...

  • Webinar Turbocharge Value From Data And Insights With A Center Of Excellence: Five Critical Enablers

    September 17, 2019 | Cinny Little

    About half of organizations are failing to apply the majority of their data analytics work to driving business outcomes. And that’s true for use cases across the spectrum — from...

  • Report Evolve Retail Metrics To Measure Omnichannel Performance Effectively

    Use Metrics That Spark Action And Shine A Light On Long-Term Business Health
    September 16, 2019 | Michelle Beeson, Brandon Purcell

    Metrics are a crucial guide for the entire organization about your company's omnichannel progress and what it means to your customer. Most retailer performance dashboards include touchpoint-focused...

  • Report How To Build A Moments-Based Marketing Ecosystem

    Road Map: The Enterprise Marketing Technology Playbook
    September 13, 2019 | Rusty Warner

    The age of the customer demands customer obsession for successful competitive differentiation. Firms must build a moments-based marketing ecosystem to orchestrate continuous engagement with...

  • Report Marketing Insights Are The Engine For Customer Obsession

    Intermediate Level: Insights Practices For Marketing Innovation
    September 13, 2019 | Mary Pilecki

    Many marketing organizations have established an insights practice to leverage marketing and customer data for insights that will help their decision making. Once "insights" has become a common...

  • Report Build A Data Privacy Organization That Balances Marketing Innovation And Customer Expectations

    Organization: The Customer Trust And Privacy Playbook

    How companies handle and protect consumer data privacy is more than a compliance issue: It's a competitive differentiator. As a result, firms need to develop a cohesive privacy strategy and...

  • Report Improving CX Through Business Discipline Drives Growth

    The Vision Report In The CX Transformation Playbook
    September 11, 2019 | Harley Manning, Rick Parrish

    As power shifts from businesses to customers, more firms respond by transforming their customer experience (CX) in an effort to retain or gain market share. That's a rational response because CX...

  • Report The US Multichannel Retailers Customer Experience Index, 2019

    How US Multichannel Retail Brands Earn Loyalty With The Quality Of Their Experience
    September 10, 2019 | Fiona Swerdlow, Michelle Yaiser

    How well do leading multichannel retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 42 multichannel retail brands that were...

  • Report The US Digital Retailers Customer Experience Index, 2019

    How US Digital Retail Brands Earn Loyalty With The Quality Of Their Experience
    September 9, 2019 | Fiona Swerdlow, Michelle Yaiser

    How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 11 digital retail brands that were analyzed...

  • Report Gauge Your Customer Analytics Maturity

    Assessment: The Customer Analytics Playbook
    September 6, 2019 | Brandon Purcell, Emily Miller

    Customer analytics powers customer obsession by helping insights-driven businesses understand their customers and drive growth. While advanced statistical techniques form the backbone of customer...

  • Report Gauge Your CRM Maturity

    Assessment: The CRM Playbook
    August 30, 2019 | Kate Leggett

    An explosion of channels, new technologies like artificial intelligence, and demanding consumers challenge organizations to reshape the way that they target, acquire, retain, understand, and...

  • Report How To Choose The Right CX Beacon Metric

    Use Our 13-Criterion Tool To Determine Whether NPS, Satisfaction, Or Another KPI Should Be Your Organization's Top-Level CX Metric
    August 29, 2019 | Maxie Schmidt-Subramanian

    Firms need a customer experience (CX) beacon metric to measure the overall success of their CX efforts, rally employees behind CX as a priority, and build a CX measurement architecture. But CX...

  • 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...

  • Webinar The Cost Of Losing Creativity

    The ROI Of Investing In An Agency For Creating And Differentiating Your Brand
    August 28, 2019 | Jay Pattisall

    Marketers and agencies have overinvested in technology to increase lifetime customer value. But now that their go-to strategy — improving customer experience (CX) — has stalled,...

  • Report The Singapore Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    August 27, 2019 | Tom Mouhsian, Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of the 16 brands in three industries and the government sector in the...

  • Report The ROI Of CX Transformation

    The Business Case Report In The CX Transformation Playbook
    August 15, 2019 | Maxie Schmidt-Subramanian

    Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX leaders need to invest in areas like...

  • Report CX NYC 2019 Day One Highlights: Your Guide To Radical CX Innovation

    What Customers Really Want, Tackling Values-Based CX Head On, And How To Transform Yourself Into An Effective Change Agent
    August 15, 2019 | Harley Manning

    Customer expectations continue to rise faster than companies are making customer experience (CX) improvements. At this year's CX NYC Forum, analysts and practitioners shared new ways for CX pros to...

  • Report B2B Insights Deep Dive: Use AI To Activate Emotion

    A Pragmatic Guide To Using AI To Influence Choices Along B2B Customer Journeys
    August 8, 2019 | Allison Snow, Emily Miller

    Artificial intelligence is a hot topic: Techniques are more sophisticated than ever before, and enterprise opportunities abound. Techniques of the past have fallen short of enabling firms to get to...

  • Report B2B Insights Deep Dive: Use AI To Drive Engagement

    A Pragmatic Guide To Using AI To Nurture Two-Way Conversations With B2B Audiences
    August 8, 2019 | Allison Snow, Emily Miller

    Artificial intelligence is a hot topic: Techniques are more sophisticated than ever before, and enterprise opportunities abound. Techniques of the past have fallen short of enabling firms to get to...

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