Customer Experience Strategy

Your brand is on the hook to respond to a social justice movement sweeping the world. This is how you get started responding.

For over a decade, Forrester has conducted an annual review of banks’ mobile apps. My colleague Gina Bhawalkar and I recently published our most recent research, in which we evaluated and scored the mobile banking experiences on more than a dozen banking brands’ apps across the US and Canada. In the US, we looked at […]

The approach that Florida Blue is taking to CX is working - and other insurers can learn from it. Learn how Florida Blue achieved a 5.8-point improvement in this year's CX Index.

Anastasia Zdoroviak is senior manager of customer experience (CX) at food delivery technology company DoorDash. We spoke about how the CX team identifies and designs for different user types to orchestrate a seamless customer experience.

In my research, I found that customer obsession was the good idea that everyone agreed with, but no one knows how to do. Let's change that. Read our new, complimentary eBook to get an actionable framework for a customer obsession strategy.

Forrester's latest research finds future of banking will be invisible, connected, insights-driven, and purposeful. Analysts Jacob Morgan and Alyson Clarke break it all down.

A CX prioritization process ensures that resources are used with maximum efficiency and efficacy. Discover how to quickly set up a CX prioritization process.

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 […]

On Wednesday, July 15, we’re inviting executives from all companies — large and small, B2B, and B2C — to participate in our inaugural CX Reality Day and test out the real experiences that their brand delivers to customers.

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.

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 […]

Thirteen percent of UK adults have seen their income (hours and/or wages) reduced due to COVID-19. This is impacting their ability to spend and meet financial commitments: Around half have reduced spending to the minimum, and 10% have missed a bill or loan payment.

To encourage customers to come back and usher in economic recovery, companies must plan to redesign their physical-location experiences to address customer fears of COVID-19 and their desire to maintain social distancing.

Building a successful CX business case requires a strong foundation. Get three best practices here for successfully building your CX business case.

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 […]

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.

Companies are refreshing metrics across application security, content management, customer relationship management, DevOps, loyalty, networking, vulnerability risk management, etc. But what does this look like for infrastructure and operations (I&O) teams? Many metrics that IT uses date back at least 20 years. Common metrics include mean time to repair (MTTR), customer satisfaction, tickets by status, […]

During a crisis, humanity prevails through unity, empathy, responsibility, and leadership. Read our five strategic recommendations for airline executives to focus on during the coronavirus pandemic.