customer experience management

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Innovation, Data, And UX Archeology At UX STRAT Europe 2019

Karine Cardona-Smits 2 days ago
I am back from two days at UX STRAT 2019 — a conference that gathers an international community of design leaders and experience makers. This single-track conference offers presentations about the latest trends at the intersection of business strategy, user experience (UX), product, and service design. The three big takeaways for me this year are […]
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Two Big Answers Emerged From The US CX Index For 2019

Harley Manning June 11, 2019
The journeys of Whole Foods and Southwest Airlines exemplify lessons brands can learn from 2019’s CX Index results.
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Findings From The US CX Index™ 2019

Read key insights about the state of US customer experience.

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FORRward: A Weekly Read For Tech And Marketing Execs

Matthew Guarini May 14, 2019
Having A Digital Ad Strategy Doesn’t Mean You’re Ready For This $100 Billion Market This week, the IAB announced that US digital ad spend topped $100 billion for the first time last year. We’re not surprised — our forecast predicts that by 2023, CMOs will spend nearly $150 billion on various digital marketing channels in […]
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The Inclusive Design Imperative: Win And Retain More Customers

Gina Bhawalkar April 23, 2019
Inclusive design is good for business. I lay out the reasons why in my latest report, “The Inclusive Design Imperative: Win And Retain More Customers,” and explain how you can establish the foundation for it to take hold. Once you raise awareness of inclusive design and spark the desire in employees to do better, it’s […]
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Enable Marketing’s CX Ambitions With Real-Time Interaction Management

Rusty Warner February 27, 2019
One of our 2019 B2C marketing predictions is that enterprise marketing technology will meld with customer experience (CX) investments to deliver the relevancy and consistency that consumers crave from brands. Real-time interaction management (RTIM) provides critical capabilities that enable marketers to realize their CX ambitions. Forrester defines RTIM as: Enterprise marketing technology that delivers contextually […]
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Forrester’s Top Customer Experience Research Findings Of 2018

Rick Parrish February 25, 2019
Forrester’s customer experience (CX) research team published more than 100 reports in 2018. I just released a report that pulls together our most important CX findings from those publications and highlights them in one place. The report is called “Forrester’s Top Customer Experience Research Findings Of 2018.” The key discoveries that I feature in my […]
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How To Build A Modern Customer Service Agent Workspace

Kate Leggett February 12, 2019
Automation and AI increasingly handle routine tasks. Customer service agents already focus on escalations and exceptions. They need a powerful workspace to empower them to understand their customer, their journey, and their context. They also need to be armed with the right knowledge and data to help solve hard problems. They need to be focused on […]
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CX Certification

Advance your CX program. Learn cutting-edge skills.

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Learn The Key Players Making Virtual Visits A Reality In Healthcare

Arielle Trzcinski February 5, 2019
Virtual Care Alleviates Key Pain Points In The Care Journey Don’t you miss summer? That time of year when there isn’t a flu epidemic or polar vortex sweeping across the country. Unfortunately, we are in the “darkest hour” of seasonality, when you and your family feel the need to wear a HAZMAT suit to avoid […]
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Align Martech Investments With Your Digital Transformation Strategy

Rusty Warner January 29, 2019
Customers demand that marketing coordinate with sales, service, and commerce to deliver better experiences. That’s why enterprise marketing technology (martech) is melding with customer experience (CX) to deliver consistency and relevance (see Forrester’s “Predictions 2019: B2C Marketing” report). Martech is a direct line to consumer touchpoints, and marketers should embrace and leverage it to drive […]
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2018 Marked 20 Years Of Customer Experience Research At Forrester!

Harley Manning November 26, 2018
I didn’t want to leave 2018 without noting a milestone for all of us here at Forrester who cover customer experience. It was 20 years ago, all the way back in September of 1998, when we inaugurated our customer experience research by publishing our first report about CX. That report, “Why Most Websites Fail,” introduced […]
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Will CX Pros Still Have A Job In 2025?

Rebecca Wilson November 18, 2018
There we were . . . a round table of CX leaders from across Southeast Asia, senior executives with years of experience running large, successful teams and chipping away at the journey to turn our organizations into customer-obsessed enterprises. We shared our recent wins and successes and learned from each other how to go faster, […]
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Join Us At CX Europe 2018 For Insights Into Customer Understanding And Other Key CX Priorities

David Truog November 1, 2018
Forrester’s customer experience Forums are in their 10th year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the world and have become yearly destinations for CX pros far and wide. CX Europe 2018 is just 12 days from now — Tuesday and Wednesday, […]
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Marketers — Get Your Heads Out Of The Clouds!

Rusty Warner October 16, 2018
It’s frustrating when a customer exhibits purchase intent but doesn’t buy because of friction in the customer journey. It’s worse when a store manager or contact center agent is unaware of a digital promotion. Nearly 40% of CMOs say that a lack of consistent customer experience (CX) prevents greater online sales revenue. Empowered customers now […]
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How To Get Your Customers To Do Your Selling For You (Previewing Our B2B Forum)

Laura Ramos September 29, 2018
“Say, Tom, let me whitewash a little.” “No — no — I reckon it wouldn’t hardly do, Ben. You see, Aunt Polly’s awful particular about this fence . . . it’s got to be done very careful; I reckon there ain’t one boy in a thousand, maybe two thousand, that can do it the way it’s got […]
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The AI Revolution In CX Measurement

Maxie Schmidt August 3, 2018
This is part 4 of my blog series on the future of CX measurement (read part 1, part 2, and part 3). Let’s face it, most CX measurement programs could use a revolution — AI or otherwise. Because CX measurement programs are: Crumbling. CX measurement relies too much on surveys. But transactional surveys capture only between 2% and 7.5% […]
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Banking CX Is Stagnating

Alyson Clarke June 19, 2018
Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. Based on a survey of more than 110,000 US adult customers in 2018, Forrester’s Customer Experience Index (CX Index™) methodology measures how well a brand’s customer experience strengthens the loyalty of its customers so that […]
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Avoid Bad HiPPO Directives With Insights and Prioritization

Ryan Hart June 5, 2018
CX professionals often fall victim to the top-down HiPPO approach to prioritization; HiPPO being an acronym for the “highest-paid person’s opinion” — when priorities are set by the CEO or other senior management based on gut and experience rather than actual underlying data. Case in point, Hilton Hotels’ digital team often received “suggestions” from executives around […]
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Collaborate To Tackle Your Challenges

Learn and co-create with a council of your peers.

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The US Federal Government Still Ranks Near The Bottom Of Forrester’s Customer Experience Index

Rick Parrish May 31, 2018
The White House requires federal agencies to “provide a modern, streamlined, and responsive customer experience across government, comparable to leading private sector organizations.” Unfortunately, results from Forrester’s 2018 US Federal Customer Experience Index (CX Index™) show that federal CX remains weak and uneven. The 15 US federal agencies and programs that we rated in this […]
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Countdown To Forrester’s 10th Annual CXNYC Forum June 19–20

Harley Manning May 18, 2018
Back in 2009, Forrester launched its first customer experience forum. We picked New York as the location because for years we’d put on a financial services event there, and we knew that our attendees from the banking, brokerage, and insurance industries all had CX on their minds. We didn’t know how well the new event […]
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HaiDiLao Cooks The Competition With Memorable Customer Service

Riccardo Pasto May 7, 2018
How do you differentiate your brand in highly competitive markets, especially when competitors promptly copy anything that works? Learn from HaiDiLao, China’s most popular chain of hot-pot restaurants. HaiDiLao evokes positive emotions from customers with memorably crafted human interactions. The company empowers its staff to personalize experience delivery as customers or scenarios demand. Let me […]
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