customer experience

Customer experience is a key driver of loyalty, satisfaction, and revenue. Mastering it is a complex and ever-changing proposition. Forrester’s insights aid organizations to succeed with customer experience.

Insights

Blog

Real-Time, Contactless Feedback During The Pandemic

Steven Peltzman 18 hours ago
FeedbackNow by Forrester has launched new contactless feedback solutions so companies can measure and adjust their customer experiences in real-time throughout the pandemic.
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Blog

Add A New Payment Option To Drive E-Commerce: A Business Case

Sean Owens 6 days ago
Discover some of the common benefit and cost factors that e-commerce merchants can use to build a business case for adding a new payment type.
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Build Your Customer Obsession Strategy

Download a step-by-step guide to defining and building a customer obsession strategy that fuels business growth.

Blog

Consumer Energy Fizzles To A New Low As Consumers Approach Q4

Anjali Lai September 23, 2020
If you’ve been following my blog, you’ll know that we’ve been measuring precisely how the emotional toll of the COVID-19 pandemic is influencing consumer appetite for commercial exchange. We do this by applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands. After a […]
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Blog

Welcome To The Year Of The Customer Marketer

Lisa Nakano September 23, 2020
One major trend we see is an amped-up focus on retention — keeping customers and ensuring they achieve value.
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Blog

InMoment Addresses Head On What Continues To Plague CX Programs

Faith Adams September 22, 2020
This morning, customer feedback management (CFM) vendor InMoment announced an array of new product and service offerings focused on improving experiences, not just measuring and reporting on them. The vendor is calling this Experience Improvement (XI). This is an aggressive move by InMoment: Customer experience (CX) technology buyers struggle to find differentiation among technology vendors […]
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Blog

The Future Of Buying Is Using

David Truog September 21, 2020
The shift toward consumers expecting and rewarding experimentation is motivating companies to focus on product as their engine of growth.
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Blog

Streaming Apps: Stop Warring, Start Wooing

Jim Nail September 16, 2020
Many pundits and news outlets have declared the onset of “streaming wars,” as all the major traditional media companies have launched robust streaming products this year. The success of these battles is tracked in subscriber counts, new content launches, and the content brands that each platform boasts. Valid enough. But Forrester believes there is another […]
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What You Can Do Right Now To Create A Better Customer Experience

Understand how changing B2B buying habits are modifying post-sale expectations and review five actions from high-performing organizations for improved customer engagement.

Blog

Three Consumer Changes Will Define The Future Of How We Buy

Anjali Lai September 15, 2020
The pace of consumer behavior change has clicked into another gear this year as a result of the COVID-19 pandemic. Learn how three of these trends will transform buying for the foreseeable future.
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Blog

Designing For Confidence: Good For Business And Good For People

Andrew Hogan September 15, 2020
The main priority for CX design has changed as a result of the pandemic. Analyst Andrew Hogan explains how.
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Blog

Apple Keynote

Thomas Husson September 14, 2020
Apple’s “Time Flies” keynote will take place tomorrow, September 15, live from Apple Park: https://www.apple.com/apple-events/. I’ve been following Apple keynotes for many years (since at least 2005), and they often generate irrational expectations for disruptive, innovative products. Over the past few years, pundits have regularly questioned Apple’s ability to innovate while continuing to grow the […]
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Blog

Three Tips for Using Design Thinking in Product Management Activities

Sam Somashekar September 11, 2020
Product managers must integrate design thinking into their product commercialization and lifecycle process to foster a customer-focused approach for offerings. Otherwise they risk being too internally focused and out of touch with the market segments they serve. Sam Somashekar shares the top three tips to help integrate design thinking principles into product management activities to ensure commercial success of your products.
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Blog

Banking Software Vendors Won’t Differentiate With Just Functionality For Long

Jost Hoppermann September 11, 2020
A few days ago, Forrester published two Forrester Wave™ reports, one focusing on retail banking, the other on corporate banking. With these Forrester Wave evaluations, we separated off-the-shelf banking back ends for retail and corporate banking for the first time. However, this was not the only first: We also introduced a new banking software category: […]
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Driving Government Acquisition Performance Using CX Principles

Discover how successful government procurement leaders are delivering by driving a shift in mindset and reimagining their organizations to fuel mission success.

Blog

Evolve Your CRM From Departmental CRM To Unified CRM

Kate Leggett September 9, 2020
CRM is widely used by companies both big and small. Gone are the days when it was purchased as a monolithic on-premises application. Today, it’s almost exclusively deployed in the cloud. As CRM moved to the cloud, business leaders in charge of sales, service, and marketing drove the purchase. Sales leaders only cared about how […]
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Blog

The SEO Platform Landscape Is A Cheese Board Of Point Solutions

Collin Colburn September 9, 2020
With advertising budgets cut, SEO strategy is more important now than ever before. Learn three key takeaways from the new Forrester Wave report on SEO platforms.
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Blog

Vast, Fast, And Relentless: The Future Of How People Buy

David Truog September 9, 2020
The way people buy products and services has been evolving rapidly, and the fast and furious pace is only accelerating — sinking some companies while creating immense opportunity for others, new and old. Discover the four forces that will define the next era of consumer buying.
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Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins September 1, 2020
Amazon Launches Halo, Its First Wearable Health Device For The Average (Budget-Conscious) Consumer This week, Amazon launched Halo, a screenless wearable device that can monitor activity, sleep, temperature, BMI, and emotion. At $99.99 (plus a small monthly service fee for advanced features), the Halo Band sits closer to Fitbit’s fitness trackers (ranging from $99.95–$169.95) than the Apple Watch ($400-plus). It focuses on what consumers want most: tracking fitness-related activity, […]
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Podcast

Find Your Firm’s Path To Customer Obsession

What It Means August 27, 2020
Customer obsession means putting the customer at the center of your business leadership, strategy, and operations. Learn how to define and operationalize a successful customer obsession strategy on this episode of What It Means with VP, Principal Analyst Shar VanBoskirk.
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The US CX Index 2020: Why CX Differentiation Leads To Long-Term Success

Dive into the latest results from this year’s US CX Index, explore trends in CX quality at the brand and industry level, and understand the impact of CX-based differentiation.

Video

It’s Time For CMOs To Pay More Attention To Employees

Thomas Husson August 26, 2020

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Blog

Ready Your Brand For Social Justice

Dipanjan Chatterjee August 24, 2020
Your brand is on the hook to respond to a social justice movement sweeping the world. This is how you get started responding.
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Video

The Myth Of A World After: A European Recovery Perspective

Thomas Husson August 24, 2020

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