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Emphasize Emotion In Your Holiday Customer Service

Ian Jacobs 6 days ago

This blog post is part of Forrester’s Holiday 2018 retail series. As the holidays approach and the post-holiday return rush quickly follows, a few things will occur simultaneously: Hundreds of millions of customers will make purchases, total holiday retail sales will push the $720 billion mark, and millions more will send odd, ill-fitting, or unwanted gifts […]

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Healthcare In 2019: Five Bold Predictions

Arielle Trzcinski November 28, 2018

The healthcare industry is experiencing some much-needed transformation and disruption. Looking ahead to next year, we made five bold predictions. Watch the video below to learn what is in store for the future of healthcare. Check out the full report here, and join our webinar on December 3 for a more in-depth understanding of our predictions. Click here to […]

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Evaluating Digital Experience Agencies In Asia Pacific — Providers Have Deep But Diverse Capabilities

Michael Barnes November 28, 2018

Firms across Asia Pacific are actively leveraging digital experience (DX) agencies to design, build, and manage digital customer experiences (CX). But to fully access these benefits, you need to carefully select from a diverse set of providers that vary by size, functionality, geography, and industry focus. Your options include agencies, consultancies, and tech providers that […]

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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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Tier It Up: A Winning Strategy For Customer Success Management Programs

Judy Weader November 21, 2018

When my B2B clients on Forrester’s Customer Experience (CX) Council first start considering a customer success management (CSM) program to boost their retention and enrichment, I often hear that initial flash of concern: How do I scale the same CSM practices across my entire book of business? The answer is that the most successful CSM programs use tiered structures that balance people […]

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Will CX Pros Still Have A Job In 2025?

Rebecca Wilson November 18, 2018

There we were . . . a round table of CX leaders from across Southeast Asia, senior executives with years of experience running large, successful teams and chipping away at the journey to turn our organizations into customer-obsessed enterprises. We shared our recent wins and successes and learned from each other how to go faster, […]

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Predictions 2019: Transformation Goes Pragmatic

Carrie Johnson November 8, 2018

Our Predictions 2019 guide, “Transformation Goes Pragmatic,” is live. What do we mean by pragmatism? A sense of realism, practical steps, a desire for tangible outcomes. It’s a good description for what we are seeing in a market that carried ambitious strategies into 2018 but ran afoul of internal headwinds. Don’t get me wrong, the […]

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Predictions 2019: B2B Marketing And Sales — Mission Possible

Caroline Robertson November 8, 2018

Many attendees of our B2B Marketing 2018 Forum remarked how the energy was high and the focus was driven — the marketing and sales leaders who joined us in Austin were on a mission to overdeliver on business expectations for their practice and figure out how to manage the conflicting priorities that 31% of respondents to […]

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Predictions 2019: This Is The Year To Invest In Humans, As Backlash Against Chatbots And AI Begins

Tom Kaneshige November 8, 2018

For some time, the burning question has been: Will robots replace humans? While the proliferation of robotic process automation (RPA) has reduced headcount in the back office, it’s a different story for customer service and sales. In a Forrester survey, 46% of companies said sales and marketing are leading the investment in and adoption of […]

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Predictions 2019: In Healthcare, CX Measurement Frameworks, Virtual Care, And AI Come To The Fore

Arielle Trzcinski November 7, 2018

The US population is growing and aging. The volume of patients and the prevalence of chronic conditions are rising. Payers and providers alike are feeling the strain of healthcare’s antiquated system and the damaging effects it has on quality of care and revenue. As a result, the US healthcare market is going through a much-needed […]

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‘Tis The Season – Your Customers Might Need A Little Nudge

Aurelie L'Hostis November 6, 2018

On November 5, in line with tradition, a huge array of sparkling displays took place across the UK to celebrate Guy Fawkes night (“Remember, remember, the fifth of November . . . ”). As days get shorter, Bonfire Night is also a friendly reminder that it’s that wonderful time of the year (again) when we […]

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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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The Forrester Retail Wave™: European Mobile Apps, Q4 2018 — European Retailers Are Raising The Bar For Mobile App Experiences

Michelle Beeson November 5, 2018

My colleague Alex Causey and I have now finished “The Forrester Retail Wave™: European Mobile Apps, Q4 2018,” the second Retail Wave we’ve done. This year, we evaluated the functionality and usability of six European retailers’ mobile apps. For retailers with a pan-European presence, we selected one European market in which to evaluate the retailer’s app […]

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To Thrive In Retail, Obsess About Your Customers And Invest In Your Associates

Michelle Beeson November 2, 2018

Forrester’s Customer Experience Index (CX Index™) research shows that, year on year, retail performance is still not reaching levels of “excellence.” Instead, retailer performance clusters around the “OK” level. There are of course bright sparks, with retailers such as John Lewis outperforming peers, but even those standouts are only reaching “good.” So what is holding […]

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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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Turn Voice And Language Innovation Into A Conversational Strategy

Thomas Husson October 25, 2018

To shift from brand monologues to two-way dialogues, many brands are embracing live chat and piloting marketing initiatives on new conversational interfaces such as chatbots and voice-based assistants. However, conversational marketing is not new: It is simply based on listening to your customers, incorporating feedback into your marketing strategy, and communicating back to them in […]

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Fighting GAFA Boo-Hoos

Oliwia Berdak October 24, 2018

In the spirit of Halloween, I’m going to write about the bogeyman of almost every industry out there: GAFA. In the last few years, I have answered many versions of the same question: what will Google (insert Apple/Facebook/Amazon) do to us (insert financial services/healthcare/retail/media)? This fear is grounded in some reality. All four firms are […]

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This I Tell You, Brother; You Can't Have One Without The Other: Brand And CX Together At Long Last

Dipanjan Chatterjee October 24, 2018

“Love and marriage, love and marriage They go together like a horse and carriage This I tell you, brother You can’t have one without the other” – Frank Sinatra The New Yorker once wrote of Sinatra that “he sounds the way you would sound if you could speak the things you feel.” In my line […]

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Can Robots Grow Up To Be More Human?

Vijay Raghavan October 18, 2018

Context And Timing Is Critical For Robots And Humans To Work Well Together

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Digital Myth No. 4 — Your Company Needs A Digital Strategy

Nigel Fenwick October 17, 2018

When your CEO asks you for your digital strategy, you could go away and huddle up with your team for a month and produce some voluminous document full of TLAs, only to have it sit on the shelf for the next two years. Instead, simply give your CEO a copy of your business strategy. After […]

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