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

Video

Invest In The Right Technologies To Develop Your Financial Well-Being Program

Aurelie L'Hostis 2 days ago

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Video

The Future Is Here: Google Moves Forward With Its Banking Marketplace

Alyson Clarke 3 days ago

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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

Forrester Can Help You Craft Your Customer Obsession Strategy

Shar VanBoskirk 4 days ago
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.
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Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins 5 days ago
The Clock Keeps Ticking On Microsoft’s Pursuit To Purchase TikTok In The US Late last year, we predicted that companies like Facebook or Meredith Corporation would court TikTok for acquisition but that its Chinese parent company, ByteDance, would ultimately hold out for an IPO. Now, it looks like we were half right. Increasing scrutiny from lawmakers over data privacy concerns and […]
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Blog

In 2019, Southwest Had A CX Disaster; In 2020, Its Customers Forgave The Airline — Here’s Why

Harley Manning 5 days ago
I predicted that Southwest would recover in the CX Index due to the CX equity it has built with its customers. As it turned out, Southwest not only recovered, it set a new high score for the industry and passed JetBlue to take the top spot among airlines.
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Video

The Future Of Banking: Invisible, Connected, Insights-Driven, And Purposeful

Alyson Clarke July 30, 2020

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Blog

Straight From The Source: Collecting Zero-Party Data From Customers

Stephanie Liu July 30, 2020
Marketers are building out experiences to ask customers about volunteer zero-party data that they can’t infer, buy, or collect elsewhere.
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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.

Podcast

The Future Of Empowered Customers

What It Means July 30, 2020
What’s not changing: the five key dimensions of customer empowerment. What is changing: empowered customers’ desires. Dive deep into the shifting sands of consumer sentiment on this episode of What It Means, featuring Senior Analyst Anjali Lai.
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Blog

Connect Brand And CX To Create Value: Join My Keynote At Summit Asia Pacific

Dipanjan Chatterjee July 29, 2020
A poor promise will starve a great experience, and a poor experience will break a great promise. The Power Of Marketing Marketing has always been a substantial and thriving component of brand-building. For example, annual global advertising spend has grown from about $400 billion in 2019 to just shy of $600 billion in 2019 (equivalent […]
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Blog

The Future Of Banking Has Arrived

Jacob Morgan July 29, 2020
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.
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Blog

Why CX Prioritization Matters And How To Get Started

Judy Weader July 28, 2020
A CX prioritization process ensures that resources are used with maximum efficiency and efficacy. Discover how to quickly set up a CX prioritization process.
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Blog

SAP To Spin Off Qualtrics — What Should CX Technology Buyers Expect?

Faith Adams July 28, 2020
SAP just announced its intent to spin off Qualtrics — the $8 billion dollar purchase it made less than two years ago. This move goes against much of what was said when the acquisition took place, when it was stated that the two companies were bringing together two powerful systems, one operational and one experiential. […]
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Embrace Customer Obsession To Achieve Mission Success

How to accelerate the digital future through exceptional government customer experience.

Blog

Brands Built Up Much CX Equity Pre-Pandemic; Here’s How They Can Use It Wisely

TJ Keitt July 28, 2020
According to the US CX Index 2020, leading brands built up a reservoir of CX equity before the pandemic. Here's how they can best capitalize on CX equity.
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Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins July 27, 2020
Even If You’re Reopening Your Offices, You Need To Plan For A Remote-Work Future This week, Google extended its remote-work plans for all 200,000 full-time and contract employees through summer 2021. Alphabet Chief Executive Officer Sundar Pichai said in a company memo, “I hope this will offer the flexibility you need to balance work with taking care of yourselves […]
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Video

Contact Centers During COVID-19

Vasupradha Srinivasan July 27, 2020

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Blog

The Customer Feedback Frenzy Continues As Microsoft And Salesforce Up Their Game

Faith Adams July 22, 2020
New offerings from both companies let organizations collect survey feedback easily and cost-effectively. While this is timely, as many companies are trying to reduce spend, voice-of-the-customer programs need to go further.
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Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins July 20, 2020
The EU-US Privacy Shield Was Just Invalidated: What To Do Now This week, the Court of Justice of the European Union handed down its ruling in the case popularly known as “Schrems II.” Why should you care about an obscure EU case? Because the ruling invalidated the EU-US Privacy Shield, the mechanism by which American companies could […]
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Webinar

Use Data To Drive CX Project Prioritization

Discover an insights-driven approach to determine which CX projects will have the greatest impact and how to use your resources with maximum efficiency.

Research Collection

HCOs: Optimize Self-Triage Now To Better Serve Patients And Members And Get The Greatest ROI

Arielle Trzcinski July 20, 2020
COVID-19 has fueled a boom in digital self-triage tools. Healthcare organizations need to broaden their use cases.
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Blog

Burberry’s Strong Sense Of Ethics And Legacy Of Digital Investments Set It Up For Future Success

Martin Gill July 16, 2020
Four lessons retailers can learn from Burberry's approach to the pandemic.
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Video

The Future Of Banking: Sneak Peek Into Our Upcoming Research

Alyson Clarke July 16, 2020

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