customer engagement

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

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

Arielle Trzcinski 2 days ago
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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CX North America 2020

Join 50 Forrester analysts and 1,500 CX industry leaders for three days of innovative customer experience thought, tech, and strategy.

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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Blog

Luxury Brands’ Three Best Practices In Coping With COVID-19

Xiaofeng Wang February 26, 2020
Smart, timely, and heartfelt responses to the outbreak have helped leading brands gain customer affinity.
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Blog

Millennials Want Credible Digital Content — So Give It To Them!

Laura Ramos February 19, 2020
Mmmmm . . . Millennials. If you haven’t already heard (about a million times), this generation is taking over the workforce and becoming more responsible for making purchasing decisions on the job. Whether or not you believe the projections that most of the US labor force will be run by Millennials by 2025, many studies […]
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Blog

Top CRM Trends For 2020

Kate Leggett February 11, 2020
Customer experience (CX) is still king in 2020. Modern customer relationship management (CRM) must be used as a foundational technology for customer engagement in order to deliver experiences that keep your customers coming back for more. Here are our top five trends for CRM in 2020: Self-service for end-to-end customer journey support increases. More customers […]
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Blog

The Three Ways Companies Value Customer Success Programs

TJ Keitt February 10, 2020
What kind (or kinds) of value does your company's customer success program deliver to the business at large?
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CX Sydney 2020

Go further, do better, and prove to your executive team why CX investments are money well spent. Join us on April 29-30.

Podcast

Is A Customer Community Right For Your Brand?

What It Means January 30, 2020
Brands such as Glossier, Peloton, and Sephora have shown that community can be a potent marketing tool. But building and maintaining customer communities isn’t as easy as it looks. On this week’s What It Means, Principal Analyst Emily Collins talks about what it takes to make community-building successful.
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Blog

The Three Megatrends For Customer Service In 2020

Kate Leggett January 16, 2020
As AI and automation move deeper into customer service, new areas will be impacted including staffing, processes, and culture.
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Blog

What Makes A Payments App Successful?

Arnav Gupta January 2, 2020
Excellence in digital experience is fast becoming a nonnegotiable expectation that customers have of a brand. The thing about expectations is that once they rise, they become par for the course. Payments apps are no exception! We recently analyzed eight apps from Indian payments providers. We found that with the next-to-zero cost of switching in […]
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Blog

Customer Communities Are Buzzing, But Should Your Brand Invest In One?

Emily Collins December 16, 2019
This year, we’ve seen an uptick in client and industry interest in customer communities. Marketers want to build authentic and lasting relationships with customers who are more and more likely to experiment and less and less likely to trust traditional advertising. The concept of community management isn’t anything new — we’ve been writing about it […]
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Podcast

The Customer In 2020 Searches For Meaning

What It Means December 12, 2019
Join us on a journey to the center of the customer’s hollow universe. Forrester Senior Analyst Anjali Lai and VP and Principal Analyst James McQuivey explore why customers will yearn for brands to provide something more meaningful than the rapid escalation of self-centered benefits.
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The Future of CX

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

Video

Google Makes Moves Into Banking: Should Banks Be Worried?

Alyson Clarke November 14, 2019
Google may offer consumers checking accounts as soon as next year. Principal Analyst Alyson Clarke explains what the move means for banks.
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Blog

How Much Is CX Actually Worth In Profit For Telecoms?

Tom Mouhsian November 5, 2019
We all instinctively believe that great customer experience can bring financial success, but proving this with numbers can be a real challenge. If you are a CX professional working in a telecom, this research is particularly relevant to you.
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Blog

Predictions 2020: AI Shakes Up Customer Service Workforce And Operations

Ian Jacobs October 31, 2019
AI will change how organizations staff, run, and manage their customer service teams. Read Forrester's 2020 customer service predictions to learn more.
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Blog

Consumers Demand Hybrid CX

Tom Mouhsian October 30, 2019
The Falsehood Of Digital As The North Star Ever since “digital” swept across the world and became a word that’s almost synonymous with innovation, companies large and small have been in a race to digitize . . . everything! Driven in part by the (correct) assumption that customers themselves are increasingly digital, and bolstered by […]
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Blog

Predictions 2020: Anxious, Lost Consumers Are Hungry To Connect

James L. McQuivey October 28, 2019
In an era of convenience and hyperpersonalized experiences, consumers still feel unfulfilled. Learn how marketers, tech providers, and consumers themselves will attempt to fill the void.
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CX Certification

Advance your CX program. Learn cutting-edge skills.

Video

Customers Don’t Think Bank Experiences Are Improving

Alyson Clarke October 1, 2019
Customers aren't impressed by banking experiences. Learn why.
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Video

Financial Service Firms Need To Stop Thinking Like Retailers On Personalization

Alyson Clarke September 26, 2019
By thinking like retailers, banks are leaving money on the table.
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Blog

Hardwire CX To Financial Performance In The Financial Services Sector

Tom Mouhsian June 19, 2019
As leaders in the FS sector increasingly embrace customer-centric strategies, they will have to credibly connect the customer story to the money story. Otherwise, the legitimacy of often-heard CX slogans and promises can be easily challenged.
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