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Driving engagement and action in voice-of-the-customer (VoC) programs is hard. Because of this — and despite investments in people and technology — VoC programs don’t deliver the value that they can today. In this webinar, CX pros will learn how tapping into more sources and innovative feedback collection methods helps firms put the real VoC front and center and get on a path to improved engagement and action.
Key takeaways:
CX pros who struggle to drive engagement and action with their VoC programs will learn that they are not alone and that:
Target audience level: intermediate and advanced
Vendors mentioned: Qualtrics, LivingLens, Medallia, SMG, Topbox, Twitter, and Voxpopme.
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In this report, you will learn how collecting customer feedback in the form of speech, images, and video supplements CX metrics and helps make the data real by adding valuable context that taps into customer emotion.
Your company has a big year in store for 2025. Are you wondering how you’ll pull off everything you promised to help the business do this year? This session will introduce structure as a lever you can pull to help you accomplish critical initiatives.Key takeaways: Learn the common factors that make different org models successfully align CX, digital, and marketing functions.Determine what structure best suits your business using Forrester’s framework.Inform your strategy with real-world examples.Target audience level: intermediate
Forrester's latest research looks deeply at how mobile banking (and banking experiences more broadly) will evolve over the next three years. Using survey data from tens of thousands of banking customers across 10 countries, we identify 10 new must-have capabilities and 10 emerging differentiators. This session outlines our latest "What's Next In Mobile Banking" research, including data, examples, insights, and best practices. We also discuss how digital banking leaders and their teams can prioritize which initiatives will have the most impact on their customers' experiences and their own business outcomes.Key takeaways: Hear which mobile banking features customers most value.Learn about the 10 offerings that are becoming table stakes in digital banking.Identify emerging capabilities that will differentiate banking brands for specific audiences.Understand how "systems of exploration" can guide your organization's efforts to experiment and innovate in digital banking.Target audience level: all levels
Gearing up to deliver great experiences? Start with why your organization is investing in Customer Experience (CX). Whether the objective is revenue, growth, profitability, retention, innovation, or brand value, organizations need a unique set of capabilities to determine what customers need, design and test solutions, and deliver for customers.Key takeaways:Explore B2B CX success stories.Learn how to match CX capabilities to your mission.Learn what skills to own, upskill, borrow, and outsource.Target audience level: beginner and intermediate
Cross-channel marketing hubs (CCMHs) are the nerve center of the B2C marketing technology (martech) ecosystem. CCMHs typically include data management and analytics to enable customer understanding; planning, collaboration, content management, and measurement tools to optimize brand strategy; and automation workflows, channel integration, and personalization to orchestrate cross-channel experience delivery.An effective CCMH solution can position marketing as an indispensable component of an organization’s customer-obsessed growth engine. Think of your CCMH as much more than a campaign management platform. Instead, leverage it for channel-agnostic moments-based marketing that engages your customers with compelling, contextually relevant experiences.Key takeaways:Understand the current CCMH landscape.Learn about different CCMH solutions.Discover which CCMH solutions are right for you.Hear best practices from leading firms.Target audience level: all levels
