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
Quick Resource Guide To Help Organizations Scale Healthcare Support During COVID-19
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
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
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
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!
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
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
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?
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
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?
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?
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
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?
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?
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
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
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
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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Video
Customers Don’t Think Bank Experiences Are Improving
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
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
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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