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This is Part 3 of a 6 Part Series.
User experience (UX) design tools help companies learn how customers interact with products within a broader narrative context. This webinar will provide an introduction to these tools and explain how firms can use them to uncover UX issues, dig deeper into customers’ contextual goals, and define the specific features needed to create the experiences your customers want.
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This report provides an overview of commonly used mapping tools, their definitions, and how they’re used across organizations.
Forrester continues to hear from frustrated customer experience (CX) pros who struggle to get started with journey mapping or fail to build momentum after less-than-stellar first efforts. To get to the root of these problems, Forrester asked CX pros at 24
Customer journey maps are a highly effective tool for understanding customers' needs and improving a firm's customer experience (CX). Despite this, many companies struggle to get value out of their maps because they lack key elements. To help CX pros crea
Personas and customer journey maps are valuable tools that support customer experience (CX) professionals' tactical design decisions and high-level strategic goals of progressing toward experience-based differentiation. This document answers some of the c
Today, user experience (UX) is a robust field combining elements of product design, service design, and innovation. But most customer experience (CX) professionals maintain a narrow view of UX, limiting it to mere usability or user interface design. Custo
Real-time interaction management (RTIM) delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer lifecycle via preferred customer touchpoints. Assembling an effective RTIM ecosystem lays the foundation for enabling more immersive, invisible customer experiences. It's an enterprise challenge involving significant investments in both technology and people. Successful projects deliver long-term ROI.RTIM is more than a single technology platform. Your needs may dictate a centralized next best experience (NBX) decision engine, a customer journey orchestration (CJO) solution, a cross-channel marketing hub (CCMH), a personalization engine (PE), or a combination of these capabilities. This webinar helps you choose the right solution to meet your RTIM needs.Key takeaways: Understand the current RTIM landscape.Learn about different RTIM solutions (NBX, CJO, CCMH, and PE).Discover which RTIM capabilities are right for you.Hear best practices examples from leading firms.Vendors mentioned: Adobe, Dynamic Yield by Mastercard, Engage Hub, Genesys, HCLSoftware, Medallia, Microsoft, MoEngage, Monetate, NGDATA, Pegasystems, Salesforce, and SASTarget audience level: intermediate and advanced
Emily Pfeiffer, Forrester principal analyst, presents the state of the commerce search and product discovery market, including the results of the recent Forrester Wave of this market. With the help of Sucharita Kodali, VP and principal analyst, Emily takes your questions — live!Key takeaways: Learn the state of the newly-converged commerce search market.Know who the major players are and how they’re leveraging their recent acquisitions.Target audience level: all levels
This webinar was originally scheduled for February 15, 2024Effective customer feedback management and customer experience (CX) measurement programs can help you understand your customers’ needs and determine whether your organization creates customer experiences that drive business results. Join us to discuss the results of latest voice-of-the-customer (VoC) and CX measurement survey.Key takeaways:Learn how CX leaders around the world are executing their feedback management and CX measurement programs.Learn what metrics CX leaders and their organizations rely on.See what technology CX leaders are using and how they’re leveraging generative AI.Target audience level: all levels
