Drive revenue with CX
What Chief Customer Officers Talk About Over Dinner
For a CX transformation effort to go beyond the small and tactical, organizations need an executive in charge of leading the effort. Although these senior…
Latest Posts By Harley
Drive revenue with CX
Financial services
Retail
Human + Machine: Forrester’s CXSF Forum, 10/19 – 10/20
Forrester’s CX team is putting the final touches on Human + Machine, our customer experience forum in San Francisco for 2017. This year…
October 3, 2017
Drive revenue with CX
Customer Experience Q&A with Scott Jones, VP, Global User Experience Design, Expedia Worldwide
In its early days, the online travel industry focused on speed, ease-of-use, and cost-effectiveness. That was a great start but it didn't go far enough:…
October 5, 2016
Drive revenue with CX
The US Customer Experience Index for 2016, Part 1: The Bar for CX Quality Inched Up
It’s time for one of Forrester’s big annual events: The publication of this year’s Customer Experience Index report for US brands. The report is…
July 18, 2016
Drive revenue with CX
Customer Experience Drives Revenue Growth, 2016
In 2015, we explored whether customer experience really matters to business success or whether CX is just the latest hype. Our conclusion: superior CX drives…
June 21, 2016
Drive revenue with CX
Don’t Let Volatile Markets Scare You Away From Customer Experience Investments
If you like horror shows, forget The Walking Dead and check out global markets: In 2016, US stocks got off to their worst start…
March 8, 2016
Drive revenue with CX
Customer-obsessed marketing
Better Customer Experience Correlates With Higher Revenue Growth In Most Industries
Does customer experience really matter to business success — or is CX just the latest flavor of hype? Recently, Forrester completed a six-month research effort…
July 15, 2015
Drive revenue with CX
Book Mini-Review: “Customer Experience: What, How, And Why Now”
Over the weekend, I read the manuscript for Don Peppers' upcoming book, Customer Experience: What, How, and Why Now. Because Don is a talented writer, and…
July 13, 2015
Drive revenue with CX
When Was The Tipping Point For CX? It Looks Like It Started “Tipping” In 2010!
Last week, I stumbled across "The Behavioral Economics Guide, 2015" (which you can find here). I’m kind of a Daniel Kahneman/Dan Ariely junkie so…
July 7, 2015
Drive revenue with CX
US Cab Companies: To Beat uberX, Improve Your CX
About two years ago I stopped taking cabs from my home in the suburbs of Boston to Boston’s Logan airport. I wasn’t drawn away by…