Customer Engagement

In a hypercompetitive climate, customer engagement is a key differentiator. Read our insights to nurture and strengthen customer relationships, improve retention, and demonstrate the business value of the customer engagement function.

Insights

Blog

All Happy Families Are Alike, But All Happy Customers Are Not

Amy Bills November 5, 2020
It might be tempting to assume that all customers who meet certain criteria are willing to advocate, or to advocate in the same way. Customer marketing and customer advocacy practitioners should allow for more nuance.
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Blog

Predictions 2021: Trust, Safety, And Inclusion Will Be At The Core Of Customer Experience

David Truog October 23, 2020
In 2021, the pandemic will affect customer experiences and the CX profession even more than it has in 2020, especially in terms of trust, safety, and inclusion. Get a preview of our customer experience predictions for 2021.
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Align To Win: The Rise Of Revenue Operations

Gain insights into how sales operations, marketing operations, and customer success teams are maximizing revenue and performance.

Blog

Blick voraus: Was europäische Entscheider in 2021 erwarten dürfen

Dan Bieler October 23, 2020
Widersprüche im Kaufverhalten, ordnungspolitische Umwälzungen und mehr grenzüberschreitende Remote-Arbeit werden 2021 prägen Bisher machen die „stürmischen 2020er Jahre“ ihrem Namen alle Ehre – wir erleben eine globale Pandemie und die rasant wachsenden Auswirkungen des Klimawandels.  Und dabei ist das neue Jahrzehnt noch nicht einmal ein Jahr alt!  Aber mit der Volatilität kommen auch Chancen.  Um […]
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Blog

What Were Other Retailers Up To This Prime Day?

Sucharita Kodali October 22, 2020
Since 2015, Amazon has hosted its annual summer sale, Prime Day, an exclusive deal event for its Prime members. In 2019, shoppers purchased more than 175 million items during the event, and its sales surpassed the prior year’s Black Friday and Cyber Monday sales combined. For this year, due to COVID-19, Amazon’s highly anticipated event […]
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Blog

Welcome To The Year Of The Customer Marketer

Lisa Nakano September 23, 2020
One major trend we see is an amped-up focus on retention — keeping customers and ensuring they achieve value.
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Blog

Pandemic Got Your Marketing Plans Down? Pivot To People-Led Planning

Stephanie Liu September 14, 2020
COVID-19 has disrupted school, summer vacations, birthdays, weddings — you name it. It has been equally unforgiving to marketers, whose carefully crafted marketing plans became irrelevant amid store closures, erratic shopping trends, and supply shortages. If there’s one upside to the pandemic, it’s pushing marketers to reevaluate their marketing planning processes. Even the most thorough, […]
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Video

B2C Firms Must Prepare As Consumer Buying Enters A New Era

Sucharita Kodali September 11, 2020

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The SiriusDecisions Customer Advocacy Model

Boost your customer advocacy success in three stages.

Blog

Banking Software Vendors Won’t Differentiate With Just Functionality For Long

Jost Hoppermann September 11, 2020
A few days ago, Forrester published two Forrester Wave™ reports, one focusing on retail banking, the other on corporate banking. With these Forrester Wave evaluations, we separated off-the-shelf banking back ends for retail and corporate banking for the first time. However, this was not the only first: We also introduced a new banking software category: […]
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Blog

Differentiate With Customer Service For Marketing Success In The New Normal

Vasupradha Srinivasan August 19, 2020
Customer service today breaks the barriers of pre- and post-sale engagements. Thanks to digital adoption and omnichannel engagement strategies, customer service activities span the entire customer lifecycle. Customers make no differentiation on whether they are seeking support before or after a purchase journey and expect a consistent experience with every interaction. Consequently, customer service has also established itself as an active channel capable of creating incremental revenue streams for every business.
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Blog

One Hand To Shake Beats One Throat To Choke

Glenn O'Donnell August 7, 2020
The days of technology buyers treating their tech providers as "vendors" are gone. Learn the mutual benefits of treating your technology providers as partners.
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Video

Invest In The Right Technologies To Develop Your Financial Well-Being Program

Aurelie L'Hostis August 6, 2020

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Video

The Future Of Banking: Invisible, Connected, Insights-Driven, And Purposeful

Alyson Clarke July 30, 2020

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The SiriusDecisions Customer Lifecycle Framework

Support the B2B customer lifecycle in a systematic way to drive loyalty, retention, and growth.

Blog

The Future Of Banking Has Arrived

Jacob Morgan July 29, 2020
Forrester's latest research finds future of banking will be invisible, connected, insights-driven, and purposeful. Analysts Jacob Morgan and Alyson Clarke break it all down.
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Video

A Glimpse Into The Future Of Banking

Jacob Morgan July 16, 2020

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Blog

How American Express Boosted Survey Response Rates Up To 3x

Maxie Schmidt July 14, 2020
Do you wonder how to increase survey response rates? I recently had a great conversation with Luis Angel-Lalanne, vice president of customer listening at American Express. Amex recently improved survey response rates by 250-300%.
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Blog

Digital-First Customer Service Solutions Emerge As Their Own Software Category

Kate Leggett June 29, 2020
More customers are using self-service as a first point of contact during the pandemic. Learn how companies are working to improve the experience.
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Blog

Why You Need Consumer Intelligence Solutions Now

Cinny Little June 18, 2020
It’s not enough to just keep up with your customers — you must get out ahead of them. And if you weren’t already focused on that before COVID-19, the requirement for speed and agility is now a given. AI-enabled consumer intelligence technology can help you bust through the key blockers. These solutions use data, both […]
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Build Your Customer Obsession Strategy

Download a step-by-step guide to defining and building a customer obsession strategy that fuels business growth.

Blog

Key Takeaways From Forrester’s Customer Service Executive Roundtable On Turning Challenges Into Opportunities

Ian Jacobs June 12, 2020
Twenty-two customer service executives shared their victories and challenges during the coronavirus pandemic. Read key takeaways from this conversation about customer service during COVID-19.
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Blog

UK Consumers Keep Calm And Carry On

Michelle Beeson June 11, 2020
Results from the our Consumer Technographics® COVID-19 Survey show how UK consumers have adjusted their spending habits and digital behaviors during the pandemic.
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Podcast

Customer Journey Mapping In A Crisis

What It Means June 11, 2020
Since the outbreak of the coronavirus pandemic, firms have struggled to keep on top of customers’ fast-changing needs. To succeed, look no further than the journey map. We’re joined by VP, Principal Analyst Joana Quintanilha on this week’s What It Means to discuss how journey mapping can help firms right now.
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