customer experience measurement

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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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Modern (B2B) Love: Deepen Customer Relationships With Post-Sale Engagement Marketing

Laura Ramos February 22, 2019
Ah yes, anyone suffering from a chocolate hangover? Or an excess of corny romanticism? Let’s face it, we all love “love” — but with Valentine’s Day a week behind us, the last thing you probably want right now is more advice on relationships. Before you toss aside some of that abundant advice about personal relationships, […]
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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. […]
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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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Predictions 2019: Customer Experience Comes Under Fire

Harley Manning November 5, 2018
Let’s face it: 2018 was not a fabulous year for customer experience. On average, CX quality was flat, with Customer Experience Index (CX Index™) scores showing little movement for the third year in a row. And what little movement that did happen was toward the middle of our scale, where 62% of brands bunched up in […]
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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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With Design Shifting From “Who Cares?” To “Supersize It!” — How Should Your Design Org Respond?

Gina Bhawalkar October 19, 2018
It’s a great time to be an experience design professional — what we call an XD pro. I remember my early years as a user experience practitioner: 25% of my time was spent practicing my craft (the exciting part!) and 75% evangelizing my discipline and explaining why a human-centered design approach benefits both customers and […]
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Five Ways To Plan For B2B Journey Mapping Success

Su Doyle August 14, 2018
Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and marketing leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys.” The most common question we receive from executives is, “How do I ensure the journey mapping process is actionable and aligned […]
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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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Making Journey Maps Useful: CX Measurement Edition

Maxie Schmidt July 27, 2018
Of course you should use journey maps to define CX metrics — it’s the only way to define outside-in CX metrics that: Capture important pain or peak points. Measure the right CX drivers. Align operational metrics with customers’ expectations (e.g., how you measure delivery times). But why are only 39% of CX pros using journey maps […]
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PODCAST

CX: Catering To A Creature Of Habit (Live)

What It Means July 5, 2018
Senior Analyst TJ Keitt explains the importance of habits in customer experience design and how brands should use them to develop a loyal customer following.
Listen Now
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There Are No Clear CX Leaders Among US Brands — For The Third Year In A Row

Rick Parrish June 19, 2018
Forrester’s 2018 Customer Experience Index (CX Index) for US brands reveals a worsening CX leadership gap: Not a single brand has risen to the top of our rankings and continued to move upward, and the overall quality of US customer experience is stagnating. The report is based on Forrester’s CX Index™ methodology, which measures how […]
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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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Customer Experience Q&A: Etsy’s Abby Covert, Information Architect

Harley Manning May 30, 2018
If you care about CX, you have to admire Etsy. It was the top digital retailer in Forrester’s Customer Experience Index™ in 2017. It excels at differentiating itself with a unique set of products and a distinctive online store, where buyers routinely upload pictures of their purchases alongside gushing reviews. Unsurprisingly, Etsy is also one […]
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Customer Experience Q&A: Etsy’s Abby Covert, Information Architect

Harley Manning May 30, 2018
If you care about CX, you have to admire Etsy. It was the top digital retailer in Forrester’s Customer Experience Index™ in 2017. It excels at differentiating itself with a unique set of products and a distinctive online store, where buyers routinely upload pictures of their purchases alongside gushing reviews. Unsurprisingly, Etsy is also one […]
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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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Avoid These Top CX Misconceptions

Rick Parrish March 19, 2018
To provide great CX reliably and efficiently, companies must master the six competencies of customer experience management (CXM): research, prioritization, design, enablement, measurement, and culture. Unfortunately, common misconceptions can cause even the most experienced CX professionals to stumble along the path to CXM maturity. In our new report, Avoid These 14 CX Misconceptions, my colleagues […]
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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) […]
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The Recent NPS Debate – What You Should Really Know

Maxie Schmidt January 19, 2018
Many clients have asked me about my thoughts on the recent blog post by Jared Spool who says Net Promoter Score (NPS*) is a harmful metric. I then usually mention that he is making good points but that there is another post by Aga Szóstek who says the believe in a silver bullet is the truly […]
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CEO Conviction In CX – Why You Overestimate It And How To Get It …CX Europe 2017

Maxie Schmidt October 18, 2017
Seems like it’s good news when only 5% of CX pros say lack of support by the CEO is among their top 3 challenges. A successful CX transformation needs a CEO who leads by example and rallies the organization around CX. When committed CEOs leave, CX efforts die. But is this really good news? No. […]
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