The interests of financial services firms no longer align with those of the customers they serve, Senior Analyst Aurélie L’Hostis argues. In this week’s What It Means episode, she explains why a strategic focus on consumers’ financial well-being is key to driving loyalty and future growth.
Customer experience is a key driver of loyalty, satisfaction, and revenue. Mastering it is a complex and ever-changing proposition. Forrester’s insights aid organizations to succeed with customer experience.
2020 was an emotional rollercoaster. A global pandemic, economic upheaval, social unrest, and a contentious election have all left consumers reeling. Marketers know that emotion is the biggest driver of purchase decisions and naturally attempt to tap into these turbulent consumer emotions. But those attempts can fall flat (see: this mash-up of pandemic advertisements that […]
In 2021, things are already heating up more for customer experience (CX) leaders. In just a few days, we’ve already seen two acquisitions — and we know of more on the horizon. Unified data analytics technology vendor Topbox — known for helping organizations connect disparate data sources to create a more unified, cross-channel view — […]