Customer Engagement

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.

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 […]

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 […]

One major trend we see is an amped-up focus on retention — keeping customers and ensuring they achieve value.

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, […]

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: […]

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.

The days of technology buyers treating their tech providers as "vendors" are gone. Learn the mutual benefits of treating your technology providers as partners.

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.

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%.

More customers are using self-service as a first point of contact during the pandemic. Learn how companies are working to improve the experience.

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 […]

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.

Results from the our Consumer Technographics® COVID-19 Survey show how UK consumers have adjusted their spending habits and digital behaviors during the pandemic.

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.