customer experience maturity

How advanced is your customer experience practice? Explore ways to forward your firms’ customer experience maturity.

Insights

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.
Read More
BLOG

How To Become Self-Aware Of Your B2B eCommerce Digital Maturity

Joe Cicman August 28, 2019
Nearly half of businesses are digital beginners. The other half are eating their lunch. Find out where you stand and what you need to do to defend yourself. The B2B C-suite is demanding that you accelerate your digital transformation. This means that you face more pressure to show progress and benchmark your maturity. My newly […]
Read More

The Future of CX

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

BLOG

The Canada Customer Experience Index, 2019: Canada’s Best Year Yet

Rick Parrish July 15, 2019
Despite the improvement in Canadian CX quality, not a single brand has managed to rise to the top of our rankings and continue to move upward — the mark of a true CX leader.
Read More
BLOG

How To Build A VoC Program In Healthcare

Arielle Trzcinski February 19, 2019
There is a customer experience (CX) imperative taking over in healthcare. To drive success, healthcare organizations (HCOs) must be able to understand how good — or bad — experiences are and where to focus improvement efforts. Watch the video below to understand the role voice of the customer (VoC) programs play to effectively drive CX improvements. […]
Read More
BLOG

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 […]
Read More
BLOG

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, […]
Read More
BLOG

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% […]
Read More
BLOG

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 […]
Read More
BLOG

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 […]
Read More
BLOG

Power CX Prioritization Decision Making With A Rigorous Model

Ryan Hart March 16, 2018
Rik Reppe, advisory partner at PwC’s The Difference, summarizes the crux of most CX practices today by saying, “[As a CX pro] you may have 1,000 projects you could do, 100 projects you should do, and 10 projects you can do.” So which ones do you do – and more importantly, which ones do you say no to? For a customer experience (CX) […]
Read More
BLOG

CXEurope 2017: Introducing the Values Based Customer

Henry Peyret October 18, 2017
More than 5 years ago Forrester introduced the Age of Customer as a new 15 to 20 years era which saw the increasing customer empowerment in front of brands and companies. For companies, the first step in this era turned into improving the customer experience and the customer journey through an omnichannel strategy,  identifying the […]
Read More
BLOG

Make The Case That CX Transformation Is Both Important And Urgent

Maxie Schmidt August 17, 2017
Customer experience (CX) is finally gaining the attention it deserves, with 84% of companies seeing CX as a higher priority than they did two years ago. But there’s a disconnect when it comes to executing CX transformation, and the underlying issue is a lack of executive buy-in. In this on-demand webinar, the two of us […]
Read More

Findings From The US CX Index™ 2019

Read key insights about the state of US customer experience.

BLOG

2016: CX Leaders Will Adopt Agile, Insight-Led Innovation To Fuel Customer Obsession

Deanna Laufer November 11, 2015
In 2015, customer experience (CX) rose to the No. 1 priority for business and technology leaders. In 2016, it will be among the top 10 critical success factors determining who will win and who will fail in the age of the customer. And for good reason: Better customer experience correlates with stronger revenue growth. But […]
Read More
BLOG

Australian And New Zealand Firms Say CX Is A Top Priority — But Do They Really Mean It?

Tom McCann August 11, 2015
Lots of things are critical to delivering a great customer experience (CX). For instance, do you really understand your customers or simply do a great job of segmenting them? Do you actively encourage employees to provide feedback and recommendations on CX issues? And do you consistently get back to them on actions taken as a […]
Read More
BLOG

We Have Metrics — Now What?

Daniel Brousseau May 13, 2015
Convergences are cool when they happen, and for the past two months, I’ve been experiencing one around customer experience measurement. Today, I was on the phone with a massive government agency talking about the way it measures customer experience and why it’s not working. Next week, I’ll have another discussion with a major communications company […]
Read More
BLOG

First-Year CX: Some Keys To Success — A Q&A With TSIC

Qaalfa Dibeehi April 1, 2015
In 2014, TeliaSonera International Carrier (TSIC) engaged Forrester Consulting to help assess its activities around customer experience and build a road map for its burgeoning customer experience program. TSIC is an international provider of telecommunication services with headquarters in Stockholm and offices in 14 other countries. It has grown from being the largest IP network […]
Read More
BLOG

Help Us Benchmark The State Of CX Maturity In 2014 (And Get A Free Copy Of The Results)

Megan Burns October 1, 2014
In 2007, I wrote a report about how to measure customer experience (CX) across an entire enterprise. At the time, I could find just three companies — three! — that were actually measuring CX this way. Everyone else I talked to said that their companies had no CX measurement or that they measured CX in a […]
Read More
BLOG

CX And The Power Of Shared Experience

Forrester June 30, 2014
One of the things we spend a lot of our time doing with our clients is delivering workshops with their key stakeholders. These workshops take many forms, but our most effective (and popular) are the customer journey mapping workshop and the customer experience maturity assessment workshop. These workshops are great: a killer combination of research-based […]
Read More
BLOG

Introduction

Forrester December 24, 2013
My name is Craig Menzies, and I am what Forrester calls a "boomerang." Forrester has a long tradition of welcoming back former employees who have gone off and done something a bit different for a while. In my case, I left Forrester at the end of 2008 in London and rejoined in August 2013 here […]
Read More
BLOG

Q&A With Kathleen Cattrall and Aaron Frazier Of VCA Animal Hospitals

Samuel Stern December 13, 2013
Earlier this year, I spoke with Kathleen Cattrall, interim chief experience officer at VCA Animal Hospitals about the company’s customer experience transformation efforts. VCA is a publicly traded company (fittingly, its NASDAQ ticker symbol is WOOF) that owns and operates more than 600 pet hospitals in the US and Canada. Its work to create more […]
Read More