customer engagement

In a noisy world, it’s a challenge to build and maintain customer engagement. Learn how to optimize experiences for better engagement.

Insights

Blog

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

Kate Leggett June 29, 2020
Customers expect more from customer service organizations. They expect you to value their time, to make engagement easy, and to deliver answers and resolutions in a highly personal manner and in the context of their actions and journeys. Your customers use self-service as a first point of contact with a company and turn to digital […]
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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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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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Blog

Smart Audio: What Tech Innovations In Sound Will Fuel New Experiences?

Frank Gillett June 9, 2020
Audio experiences are getting an upgrade. We’re used to great audio for music, videos, and calls. Now, many of us talk to virtual assistants on our smartphone and increasingly on smart speakers (clients, see “Forrester Infographic: The State Of Voice Assistants, 2019“). Tech companies are using improved microphones, computing, and artificial intelligence to create conversational […]
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Blog

Virtual Care Is A Requirement — Not A “Nice-To-Have”

Arielle Trzcinski June 3, 2020
While the pandemic accelerated virtual care adoption, the reasons for seeking it have shifted. Learn more from our recent survey of healthcare organizations.
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Blog

Starting Research On Ambient Technologies And Experiences

Frank Gillett May 28, 2020
New research at Forrester will look into how ambient technologies that extend into our physical context could impact customer and employee experiences.
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Video

Self-Triage Solutions Hold The Keys To The Healthcare Digital Front Door

Arielle Trzcinski May 28, 2020

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Blog

Les conséquences de la crise du Covid-19 sur le bien-être financier des consommateurs français

Aurelie L'Hostis May 26, 2020
Déjà bien avant que l’épidémie de coronavirus ne frappe, les recherches menées par Forrester révélaient qu’un grand nombre de consommateurs français s’inquiétaient de l’état de leurs finances personnelles et considéraient la gestion de ces dernières comme une tâche difficile. De fait, un an avant la crise, un quart des consommateurs français interrogés déclaraient se sentir […]
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Blog

Gli Effetti Del COVID-19 Sul Benessere Finanziario In Italia

Aurelie L'Hostis May 21, 2020
This blog post was translated by Corrado Loreto. Una nostra recente ricerca ha dimostrato che, ancor prima della pandemia di Covid-19, i consumatori italiani stavano affrontando molteplici difficoltà finanziarie ed erano preoccupati per la loro generale situazione finanziaria. Per capire come la pandemia sta influenzando le finanze e i comportamenti dei consumatori, abbiamo intervistato 1.137 […]
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Blog

The Effect Of COVID-19 On UK Consumers’ Financial Well-Being

Aurelie L'Hostis May 19, 2020
Thirteen percent of UK adults have seen their income (hours and/or wages) reduced due to COVID-19. This is impacting their ability to spend and meet financial commitments: Around half have reduced spending to the minimum, and 10% have missed a bill or loan payment.
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The Future of CX

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

Blog

The Effect Of COVID-19 On Canadians’ Financial Well-Being

Peter Wannemacher May 18, 2020
Even before the COVID-19 outbreak, our research showed that Canadian consumers were facing multiple financial challenges and were worried about their financial situation. To see how the pandemic was impacting consumer finances and behaviors, we surveyed 1,119 Canadian online adults in April 10–15, 2020 and found that Canadians: Are already feeling the impact of COVID-19 […]
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Blog

The Effect Of COVID-19 On US Consumers’ Financial Well-Being

Peter Wannemacher May 18, 2020
Even before the COVID-19 outbreak, our research showed that US consumers were facing multiple financial challenges and were worried about their financial situation. To see how the pandemic was impacting consumer finances and behaviors, we surveyed 1,122 US online adults in April 10–15, 2020 and found that US consumers: Are already feeling the impact of […]
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Blog

Plan For The Work-At-Home Contact Center You Want, Not The One You Were Forced To Build During This Pandemic

Ian Jacobs April 21, 2020
To help brands navigate the historic customer service challenges posed by the current pandemic and subsequent need for mass mobilization of a remote workforce, Forrester has created a four pillar framework for a building a successful work from home contact center.
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Blog

If You Want To Deliver A Great Customer Experience, Start By Attracting The Right Customers

Harley Manning April 13, 2020
Focus on attracting customers who will find the experience your firm offers extremely compelling. Otherwise, marketers will shovel prospects in through the front door while customer experience (CX) professionals watch dissatisfied, one-and-done customers flow out through the back door, never to return.
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Blog

Work-At-Home: Just The First Step In Contact Centers’ Response To COVID-19

Ian Jacobs April 9, 2020
Learn why now is the right time for brands to move to a work-at-home model for contact center agents.
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CX Certification

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Blog

Quick Resource Guide To Help Organizations Scale Healthcare Support During COVID-19

Arielle Trzcinski April 3, 2020
Forrester has curated a list of companies that are delivering virtual care services and support for health insurers, healthcare providers, employers, and consumers during the COVID-19 pandemic. While some vendors initially offered temporary discounts or free services, many have discontinued these practices. From self-triage to virtual care, these services allow healthcare organizations (HCOs) to screen […]
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Blog

Future Of Retail 2020: Retail CMOs Must Create Value To Spark Joy In Customers

Fiona Swerdlow March 9, 2020
To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series. To understand the customer predictions for the year, I spoke with Anjali Lai, a Forrester expert on CMO-targeted consumer behavior and decision-making research
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Blog

Retailers And Brands: Clean, Plan, Monitor, Cross-Train, Reassure — Then Repeat

Scott Compton March 6, 2020
The spread of the coronavirus (COVID-19) is impacting everything from global stock market vacillations and travel to retail traffic and buying patterns. To help retailers manage, we’ve rounded up some of the best advice we are hearing about the retail customer experience and managing business operations.
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