customer experience management

Customer experience management is a key competency for firms, enabling them to provide quality, end-to-end experiences for today’s channel-agnostic customers. Discover how to manage customer experience across the enterprise.

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InMoment Addresses Head On What Continues To Plague CX Programs

Faith Adams 2 days ago
This morning, customer feedback management (CFM) vendor InMoment announced an array of new product and service offerings focused on improving experiences, not just measuring and reporting on them. The vendor is calling this Experience Improvement (XI). This is an aggressive move by InMoment: Customer experience (CX) technology buyers struggle to find differentiation among technology vendors […]
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Evolve Your CRM From Departmental CRM To Unified CRM

Kate Leggett September 9, 2020
CRM is widely used by companies both big and small. Gone are the days when it was purchased as a monolithic on-premises application. Today, it’s almost exclusively deployed in the cloud. As CRM moved to the cloud, business leaders in charge of sales, service, and marketing drove the purchase. Sales leaders only cared about how […]
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Revitalize CX Measurement & Prioritization

A guide to prioritizing CX projects with the greatest business impact and demonstrating their contributions in a cost-sensitive environment.

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Why CX Prioritization Matters And How To Get Started

Judy Weader July 28, 2020
A CX prioritization process ensures that resources are used with maximum efficiency and efficacy. Discover how to quickly set up a CX prioritization process.
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SAP To Spin Off Qualtrics — What Should CX Technology Buyers Expect?

Faith Adams July 28, 2020
SAP just announced its intent to spin off Qualtrics — the $8 billion dollar purchase it made less than two years ago. This move goes against much of what was said when the acquisition took place, when it was stated that the two companies were bringing together two powerful systems, one operational and one experiential. […]
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The Customer Feedback Frenzy Continues As Microsoft And Salesforce Up Their Game

Faith Adams July 22, 2020
New offerings from both companies let organizations collect survey feedback easily and cost-effectively. While this is timely, as many companies are trying to reduce spend, voice-of-the-customer programs need to go further.
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Executives Really Must Walk In Their Customers’ Shoes

Faith Adams July 15, 2020
Back when I was a customer experience (CX) practitioner, I regularly found myself reminding stakeholders up and down the organization that, just because they may have never experienced something, it did not mean that it wasn’t happening to our customers. It would be followed up with me encouraging them to adopt an outside-in perspective and […]
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CX Reality Day: What Will You Discover?

Melissa Parrish July 13, 2020
This Wednesday, July 15th, we’re inviting executives from all companies — large and small, B2B, and B2C — to participate in our inaugural CX Reality Day.
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Brand + CX: Marketing's New Imperative

The rules of marketing have changed. Learn how to capture opportunity and drive growth.

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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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Your Business Success Depends On Delighting The Right Type Of Customer: Enter The Devotees

TJ Keitt June 10, 2020
Customer experience (CX) professionals must show their executives that good CX is critical to business success, especially in this down economy. Many metrics help CX pros track the quality of those experiences, including customer satisfaction, advocacy, and effort. But these metrics alone don’t tell business leaders whether investments in CX deliver improved business performance. After […]
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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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Values, Ethics, And Algorithms, Oh My!

Brandon Purcell May 26, 2020
At CX North America, you'll learn how to interpret and implement ethical AI principles across your organization to protect your customers, business, and brand.
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Manage Through The Pandemic’s Next Stage With Technologies In Four Categories

Stephen Powers May 21, 2020
As firms continue to deal with the changes caused by the COVID-19 pandemic, they will need to expand their tech strategy beyond enabling remote workers.
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Webinar: How To Prove The ROI Of CX

Learn more about the ROI of CX and CX measurement 

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B2B Leaders Will Find CX North America Literally And Virtually Stimulating

Caroline Robertson May 20, 2020
Learn how we'll help firms master B2B customer experience at the CX North America live virtual experience on June 16-18, 2020.
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Take These Three Steps To Build Your CX Improvement Business Case

Judy Weader May 7, 2020
Building a successful CX business case requires a strong foundation. Get three best practices here for successfully building your CX business case.
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Apple Posts Strong Financial Performance In Difficult Circumstances, Led By Growth In Services Revenue

Julie Ask May 4, 2020
Apple did well with its Q1 2020 earnings given the circumstances and that nearly 15% of its revenue comes from China, on which it depends for both supply and demand for its products. Apple generates about 85% of its revenue from product sales and less than 15% from services. iPhones generate the bulk of this […]
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Steps Companies Are Taking Now To Help Their Customers Through The Crisis

Judy Weader April 21, 2020
The COVID-19 pandemic is straining economies and individuals alike. Companies must take advantage of this opportunity to think creatively about how they operate. Forrester looked at how more than 20 companies changed their policies and procedures in response to COVID-19. Three key themes emerged as firms: Reduced sources of stress. Financial services firms, including Bank […]
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5G In Financial Services

Dan Bieler April 20, 2020
5G will let financial services firms step up their offerings for customers. But it will also increase competition in the sector. Is your tech strategy up to the challenge?
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Capture The ROI Of CX

With this step-by-step guide and ROI calculator, learn how to build a compelling financial case for CX and measure results.

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The Coronavirus Crisis Puts Telcos Back On The Map As Strategic Providers

Dan Bieler April 20, 2020
The coronavirus crisis offers telcos an opportunity to reposition themselves. Over the medium and longer term, the stronger telcos will benefit from the crisis.
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Go Beyond Surveys To Measure CX

Maxie Schmidt April 15, 2020
Getting decent survey response rates is hard and getting harder for CX professionals. That means you need to start mining other data that can give you a sense of the quality of the experiences your customers are having.
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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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