customer experience strategy

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.

The Falsehood Of Digital As The North Star Ever since “digital” swept across the world and became a word that’s almost synonymous with innovation, companies large and small have been in a race to digitize . . . everything! Driven in part by the (correct) assumption that customers themselves are increasingly digital, and bolstered by […]

Customers aren't impressed by banking experiences. Learn why.

By thinking like retailers, banks are leaving money on the table.

In academia, we called it “publish or perish.” In marketing, we called it #StayRelevant. And in business, it’s the “burning platform.” It’s the idea that people’s behavior is changing and competitors are taking the leap while you stay “safe” on a crumbling cliff. Sounds dire, but that’s the picture you need to paint as a […]

Investments in education have a multiplier effect: Employees are more likely to stay with a company that invests in their career development, while employers gain a more engaged workforce.

The most populous Australian state is rolling out a unique CX improvement plan. The goal? Match or exceed the customer experience in the private sector.

Do you know how to measure your events' ROI?

Customers’ perceptions arise when they assign meaning to stimuli — like the color of a button in an app. The meaning that customers assign depends largely on their context. Learn what this means for CX pros.

Three tips to ensure that innovation efforts deliver business value. Get the full picture at CX SF 2019.

Brand plays a significant role in whether a customer buys your product. It’s part of your firm’s financial value. Learn how to calculate the value of a brand.

Singapore is recognized as one of the world’s most innovative hubs and as an innovation powerhouse in Asia: The 2018 Global Innovation Index ranks Singapore as the fifth most innovative market out of 126 global economies analyzed, and Singapore’s recently launched S$1 billion innovation fund establishes innovation as a key lever to economic growth and […]

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 […]

As leaders in the FS sector increasingly embrace customer-centric strategies, they will have to credibly connect the customer story to the money story. Otherwise, the legitimacy of often-heard CX slogans and promises can be easily challenged.

Firms Are Failing To Differentiate With CX Today, customer expectations are outpacing brands’ ability to adapt and differentiate with customer experience (CX). Take Australia, for example. Forrester’s Customer Experience Index (CX Index™) data shows how CX quality in Australia languished, and yet again, no brand managed to make it into the excellent category. On average, […]

“Build a better mousetrap, and the world will beat a path to your door.” While Ralph Waldo Emerson may not have said these exact words, the principles remain as true as ever today. Going Beyond Improving Today’s Customer Experience If you’ve been following my blog, you may remember a post from 2016, where I introduced […]

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 […]

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, […]

The Journey From Energy To Experience In the summer of 2017, I, along with my Forrester colleagues, wrote up the results of our year-long endeavor to build an analytically sophisticated, data-driven framework for emotion-led branding. In my report entitled “Emotions Fuel Your Brand Energy,” I outlined three components of a brand’s “energy” and its ability […]