Customer Experience Management Maturity, Redefined
Log in to access this webinar.Become a Forrester Client
Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer.
Contact us to learn more.Purchase Webinar
Eighty-six percent of companies want to excel at customer experience. But only 27% of brands in Forrester’s 2015 CX Index benchmark even qualify as “good” in the eyes of their customers. One reason is the haphazard approach that most companies have taken to designing, delivering, and evolving customer interactions. Their old ways don’t cut it in a world where thousands of employees have to serve millions of customers through dozens of channels.
How should companies manage CX in 2016? Forrester’s CX Management Maturity Model answers that question. It spells out the activities, processes, and habits that every company needs to master in order to turn their CX vision into reality on a daily basis.
In this Webinar, the model’s creator, Forrester vice president principal analyst Megan Burns, talks about the six must-have CX management competencies for every firm and shares examples of successful CXM at real companies. Megan explains how to use Forrester’s new CXM Maturity self-assessment tool to get a sense of your company’s current CXM maturity and offers tips on how to build a realistic maturity improvement road map.
- What exactly is “customer experience management maturity”?
- Why did Forrester’s decide to update its CX Management Maturity Model?
- How is the new CXM Maturity Model different from the original version?
- What’s the best way to evaluate how mature my company’s CXM program is?
- What’s the first thing I should do to improve my company’s level of CXM maturity?
- Discover a big picture view of the ideal state your company should be aiming for when it comes to CX management. Understand why these things are essential and what it means to do them in a disciplined way.
- Next steps for attendees can include:
- Taking Forrester’s CXM Maturity Self-Assessment (part of the playbook) and using the results to create a roadmap for improving CXM maturity
- Educating others in their company on the six CXM competencies, why they matter, and how other companies are implementing them
- Clarifying the company’s CX goals to include CX maturity
- Organizing your existing work streams using the six CXM competencies to make them easier to manage and easier to talk about with peers
You'll receive an email with dialing and Webex instructions prior to the Webinar.
See the Webinar FAQs for answers to technical and other Webinar questions.
- UPCOMING WEBINAROctober 12th, 2022
CRM is experiencing a second wave of adoption aimed at transforming engagement and business outcomes across an enterprise. Enterprises use CRM to support customers throughout their end-to-end journeys – from discovery to purchase, onboarding, use, service, and success. As a result, CRM investments for targeted retention, loyalty, and revenue growth become a C-level business imperative and break CRM out of its traditional organizational focus.This elevated importance of CRM drove us to assess CRM vendors via the Forrester Wave™ evaluation. This webinar highlights the findings of two Wave evaluations:The Forrester Wave: CRM Suites, Q3 2022 evaluates the strength of vendor offerings across the breadth of sales, marketing, commerce, customer service, and field service applications.The Forrester Wave: Core CRM Solutions, Q3 2022 evaluates the strength of vendor offerings across the sales, success, and customer service applications that form the heart of CRM.Key takeaways:Trends: Understand key trends affecting the CRM market.Methodology: Learn how Forrester conducted the CRM Wave evaluations.Segmentation: Learn how the CRM market is segmented.Results: Unpack the results of the CRM Wave evaluations.Vendors mentioned: Creatio, Freshworks, HubSpot, Microsoft, Oracle, Pegasystems, Salesforce, SAP, SugarCRM, Zendesk, and ZohoTarget audience level: intermediate and advanced
- UPCOMING WEBINAROctober 18th, 2022
Car-and scooter-sharing services attract more and more urban customers, but still struggle to deliver on experience. This webinar will explain why and present the components that sustain a good mobility experience.Key takeaways:Learn about the game-changing trends in the European mobility space.Understand the components of a good mobility experience. Target audience level: all levels
- ON-DEMAND WEBINARJune 27th, 2022
As the pandemic looms and the healthcare industry continues to grapple with clinician burnout and provider shortages, a high prevalence of chronic disease, and a growing elderly population, the need for digital therapeutics (DTx) is more important than ever before. Healthcare organizations need to leverage evidence-based therapeutic interventions and their technologies to complement the treatment of chronic and behavioral conditions, improve patient outcomes, and mitigate the spiraling healthcare spend.Key takeaways:Learn about the role that DTx plays in a proactive, data-driven, patient-centric future.Learn the strengths, weaknesses, opportunities, and threats emerging in the DTx marketplace.Target level audience: beginner, , , ,
- ON-DEMAND WEBINARJune 20th, 2022
Customer service agents and frontline workers embody a brand and its values to customers. However, there’s an inherent risk, given the growing complexity of service interactions and the supporting technology, that bias creeps into frontline interactions and negatively impacts both customers and brands. We examine how bias is introduced into interactions with customers and outline five steps brands can take to mitigate this risk. Key takeaways: What does bias in customer service entail? Where do brands face the greatest risk for bias in customer service? What steps can brands take to mitigate bias on the front lines? Target audience level: beginner and intermediate
- ON-DEMAND WEBINARApril 19th, 2022
Agility, resilience, and flexibility remain essential to creating a long-term contact center strategy that can anticipate and adapt to change. As a customer service leader, your workforce is at the center of this effort. This webinar helps brands understand the three trends that are shaping the customer service landscape in 2022. Key takeaways: Learn how the top three megatrends shaping customer service in 2022 will impact your business: The continued move towards omnichannel customer service and the ever-expanding power of AI for the contact center. How AI and other forces are changing the agent’s job and the need for empathy for agents and customers. The power of unlocking the “dark data” currently sitting on hard drives in every contact center. Target level audience: all levels, ,