customer experience

When it comes to your customer engagement strategy, digital experience (DX) and customer relationship management (CRM) teams are often viewed as different breeds with different priorities. DX initiatives have an outside-in view in supporting a customer’s digital journey. DX technologies include marketing, commerce, and content management technologies that are purchased by the CMO, CDO, or […]

L’expérience client est la priorité stratégique des dirigeants marketing. C’est moins vrai en France (45% des décideurs) qu’en moyenne dans les autres pays (61%). Les derniers résultats (Septembre 2021) de notre baromètre de l’expérience client (CX Index) montrent que -dans l’ensemble- la perception de la qualité de l’expérience client est inférieure en France par rapport […]

It's time to meet your customers where they are. Use these five criteria to enhance the efficacy of your mobile messaging practices.

Are you creating inclusive experiences for your customers? Many companies aren’t. For example, here’s a sampling of what we heard when we evaluated typical approaches to collecting personal information from consumers: “There is no open box to identify yourself. Ticking ‘other’ is alienating; therefore, if I didn’t identify as male or female, I wouldn’t feel […]

To help financial services firms understand where French consumers stand on the financial well-being spectrum, Forrester surveyed 2,592 French online adults in 2020.

A number of businesses, including Novartis, Electronic Arts, and Desigual, have started the shift to modular content. When do you start?

As consumers are are less restricted by channels, organisations must follow suit and create a hybrid customer experience.

Companies that prioritise frictionless experiences above all else risk alienating customers and miss out on opportunities. Read this post to learn more.

In many ways, virtual events are more convenient than in-person events, but they demand a different approach as a delegate.

In my past 30 years in the contact center industry at organizations such as 8×8, Genesys, IBM, and RingCentral, I’ve watched the same movie over and over and over again … too many contact centers are laboring under the tyranny of being a cost center with schizophrenic goals of making customers happy while “doing more […]

Ever watched “50 First Dates“? It’s the one where Adam Sandler woos Drew Barrymore, but there’s a catch: Each date is a “first date” because she can’t remember anything from their previous encounters — all thanks to her short-term memory loss. So, he’s forced to impress her all over again, every single day. A version […]

The strong connection between customers and money — and how the first leads to the second — would make CX pros and CFOs realize the value of collaboration.

Globally, we’re seeing a proliferation of brands that are investing in loyalty — whether for the first time or to revamp their existing strategy and programs. In fact, 83% of the brands we surveyed for our new Forrester Wave™ evaluation on loyalty service providers are increasing their investment in loyalty by 5% or more this […]

CX professionals must use customer journey maps as a change management tool to guide employees to deliver customer-centric experiences across products and channels. Read our latest blog to learn more.

Technology is central to nearly every aspect of our lives — even more so in the post-COVID world we’re all stumbling towards. For individuals, it’s the key to maintaining connections with family and friends. For employees, it’s the basis for communication, collaboration, and productivity. For many organizations, it’s currently the only way to engage with […]

To help financial services firms understand where UK consumers stand on the financial well-being spectrum, Forrester surveyed 2,519 online adults in 2020.

Forrester’s Financial Well-Being Segmentation helps firms better assess their customers’ level of financial resilience and attitude toward their financial situation.

I speak often with clients about the role of technology in insurance. Of the many innovations we discuss, connected insurance may be the most polarizing. Connected insurance (CI) is nascent across most insurance lines. But evolving consumer preferences and increasing competition from digital-first startups require forward-thinking insurers to harness emerging technology and invest in CI […]

Get an inside look at the findings from Forrester’s The State Of Customer Obsession 2021 survey, which show the importance of an empowered and appreciated workforce for B2B organizations.