customer experience strategy

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.

Airlines have a major role to play in the global fight against the COVID-19 pandemic because they are part and fabric of this interconnected world, carrying people and cargo.

Read how to adjust your VoC program to deliver the critical customer feedback you need to serve and retain your customers during the COVID-19 pandemic.

The coronavirus (COVID-19) has undoubtedly cast a long shadow over the media, business, and consumer conversation. The story is not only one of gloom and doom — as people take precautions to safeguard against risk and contain threats in this moment, a bigger-picture look at today’s empowered customers reminds us that consumers are more resourceful, […]

To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series. To understand the customer predictions for the year, I spoke with Anjali Lai, a Forrester expert on CMO-targeted consumer behavior and decision-making research

Leaders are using the term “company values” with such force and frequency that it’s hard not to toss it into the infamous camp of marketing buzzwords. Google data shows that “company values” as a search term is twice as popular today as it was in 2015. Talk of company values is not to be dismissed […]

Have questions about CX measurement, business cases, and ROI? Get answers in this Q&A.

Direct-to-consumer competition and pressure to deliver ever more impactful experiences are reshaping the chief marketing role.

Navigating the customer feedback technology and services market is challenging for buyers. Find out what differentiates the vendors with this research.

Tie proposed CX initiatives to what executives care about most. Find guidance for building a business case.

When CX and marketing work together, they accomplish amazing things. Discover why the time is bring these groups together in this Q&A.

A round-up of answers to CX questions asked by audience members during the Predictions 2020 webinar.

Many understaffed customer experience (CX) organizations are spinning their wheels and realizing they can’t meet their goals in a silo. On this week’s What It Means, Analyst Angelina Gennis joins to discuss how CX champions programs can catalyze CX transformation.

Corporate culture matters because it provides the framework for what and why employees and managers prioritize business objectives and how they go about executing them. Transformation depends on this adaptive workforce that drives and defines the organization.