Age of the Customer

Insights

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Take A Chance On Your Holiday Podcasts

Collin Colburn 8 hours ago
Marketers are itching to get close to consumers in time for a holiday spending surge. This season, we think marketers should take the opportunity to be bold (at work) with their podcasting efforts. We know lots of retailers and brands – from Sephora to Blue Apron to Shopify – have their own podcasts. And even […]
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Adobe MAX 2020 Takeaways: Creative Systems, AI+Design, And Accessibility

Andrew Hogan 10 hours ago
This year’s Adobe MAX Creativity Conference keynote hit consistent themes that Adobe has focused on for years, such as creativity for all, accelerating creation, enabling collaboration, and elevating skills. That’s not an indictment; it’s a sign the company has a clear strategy for its creativity offerings and is sticking to it. Adobe Creative Cloud has posted impressive results during the pandemic, […]
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Competing For Today’s Values-Based Consumers

Understand what drives today’s values-based consumer and how brands can clearly and authentically deliver their values messaging.

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Supporting Healthcare With IoT: Philips

Julie Ask 13 hours ago
My colleagues Alessia Stewart, Paul-Julien Giraud, and I embarked on a journey two months ago to understand how connected devices can support the delivery of healthcare. We thought connected devices would be helpful in informing diagnoses, monitoring, ensuring compliance of treatment plans, and running clinical trials. We’re building a body of research, but we’ve decided to share a few things along the way. The Philips […]
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Predictions 2021: Wealth Management Firms Embrace Digital To Thrive

Vijay Raghavan 18 hours ago
The events of 2020 exposed both weaknesses and opportunities for wealth management firms. In 2021, forward-thinking firms will not only meet these challenges, but will move beyond them.
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Predictions 2021: Banks Will Need To Get To Know Their Customers (Again)

Oliwia Berdak 18 hours ago
The COVID-19 crisis has upended banks' understanding of their customers. In 2021, banking executives will need to pivot accordingly.
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Predictions 2021: It’s All About Empathy, Digital, And Virtualizing Customer Care

Ian Jacobs 19 hours ago
The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic. Learn how customer service will evolve in 2021.
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Predictions 2021: Customer Insights Practices Continue To Evolve

Gene Leganza 2 days ago
Firms have gotten better at acting on customer insights. So, what will customer insights leaders do in 2021 to ensure that this improved understanding moves the needle on CX? Something new and different. Learn why in our customer insights predictions for 2021.
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Predictions 2021: Retailers, Brand Manufacturers, And Mall Operators

Sucharita Kodali 2 days ago
In the wake of the pandemic's deluge of disruption, retailers, brand manufacturers, and ecosystem players such as mall operators are entirely rethinking their businesses, heralding much change ahead. Read what we predict for retail in 2021.
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Blog

改善客户体验的五个步骤 – 第四篇

TJ Keitt 2 days ago
公司依靠员工提供高质量的客户体验(CX);员工依赖于公司所提供的工具和制定的流程帮助他们更有效地为客户服务。但这实践起来非常有挑战,因为公司需要进行组织、管理和技术上的一系列变革。这篇报告分析了CX专业人士如何制定相应的一套流程,赋能员工,帮助他们提供符合公司预期的客户体验。该篇为报告系列的第四篇最后一篇,点击“阅读更多”了解具体内容。
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Predictions 2021: Cloud Computing Powers Pandemic Recovery

Dave Bartoletti 3 days ago
Get a deep-dive on Forrester's prediction that cloud computing will help companies around the world accelerate pandemic recovery in 2021.
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Europe Predictions 2021: Protecting Personal Data Remains A Priority In The EU

Enza Iannopollo 3 days ago
After an unpredictable 2020, next year will still be a year of uncertainty and change. Despite this uncertainty, Europe will maintain a clear commitment to data protection. As communities, consumers, and businesses leave the pandemic behind, they will embrace a new normal. In Europe, three trends related to data protection will emerge: Regulatory activity will […]
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Predictions 2021: Divided Consumers Will Wrestle With Escalating Individual, Community, And Global Tensions

Anjali Lai 6 days ago
Escalating tensions will influence consumer behavior in 2021 as we move beyond crisis mode and see the new patterns forged from the current crisis. Read our consumer predictions for 2021.
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The Promise (And Perils) Of Customer-Focused Government Technology Transformation

Dan Bieler 6 days ago
Technology transformation is a fundamental lever to change the working of government overall.
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Predictions 2021: Winning CIOs Get Future Fit

Matthew Guarini 7 days ago
In 2021, we predict CIOs will act more locally when it comes to tech selection and develop better employee experiences. Learn more in our 2021 CIO predictions.
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Predictions 2021: Technology And Customer Obsession Help Firms Emerge From Crisis Mode

Sharyn Leaver 7 days ago
It has never been more important for organizations to anticipate change, strengthen resilience, and become truly customer obsessed. Heading into 2021, technology — both new and existing — will help firms achieve these aims and emerge from the crisis on sound footing.
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Predictions 2021: Strong CMOs Will Own Their Companies’ Regrowth

Shar VanBoskirk 7 days ago
In 2021, we expect to see an obvious separation of CMOs who are leaders -- those who recognize that 2020 launched a new chapter for the way commerce works, from CMOs who are outdated -- those content to run promotions, sales support or media buying teams.  Companies without a CMO leader won't survive. 
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Europe Predictions 2021: Marketers Must Craft Experiences To Retain Contradictory Customers

Thomas Husson 7 days ago
Every autumn, Forrester looks ahead to predict the major consumer, business, and technology trends that will shape the marketing landscape for the following year. 2020 has been a year of unprecedented political, social, economic, and healthcare disruption — and 2021 shows no signs of any of these trends slowing down. How, then, should European consumer […]
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The Future of CX

The spotlight will shine on CX as brands wrestle with disruption. Is your firm ready?

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Europe Predictions 2021: Disruption And Opportunity For Technology Leaders

Martin Gill 7 days ago
Every autumn at Forrester, we look ahead to predict how we think the world will unfold in the coming year. It’s that time again now. The art of prediction isn’t new, and as Europeans, we’ve excelled in it for centuries. Millenia even. Kings and queens, chieftains and war leaders would consult the wise, hoping for […]
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Europe Predictions 2021: Digital Leaders Widen The Customer Experience Maturity Gap

Joana de Quintanilha 7 days ago
In 2020, for the first time in more than five years, we saw two financial services companies achieve an “Excellent” score in our Customer Experience Index (CX Index™), which measures how successfully a company delivers customer experiences that create and sustain loyalty. But even as these digital leaders begin to pull away, the mainstream banks […]
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Europe Predictions 2021: Manufacturers Will Accelerate Their Digital Transformations

Pascal Matzke 7 days ago
In 2021, European manufacturers will leverage emerging technology to accelerate the digital transformation efforts.
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