customer experience

For B2C marketers, first-party data is a lot like “Zoolander’s” Hansel: “so hot right now.” Facing massive headwinds amid data deprecation, marketers want to capture zero- and first-party data from customers and build direct relationships. In Forrester’s Q1 B2C Marketing CMO Pulse Survey, 2022, a whopping 76% of B2C marketing respondents said that they are […]

Recently Forrester released the US Customer Experience Index Rankings for 2022 and one prominent message was the fall of CX quality across industries (see Figure 1). However, it also revealed a bright spot - the emotional quality of customer experiences remains consistent.  According to the Average US CX Index, 60% of customers expressed they had emotionally positive experiences compared with 62% in 2021 and 60% in 2020. 

There’s more to ensuring that technology enables business value than meets the eye. There is no single value proposition to communicating the value of technology to stakeholders. Each stakeholder perceives value differently. Value is in the eye of the beholder. You Think You “Deliver” Value To Business Stakeholders … But You Don’t Value for stakeholders […]

Discover how to connect the dots of CX value to business goals and get stakeholders excited about its power and potential.

Paris was the center of innovation and technology last week. The 2022 edition of VivaTech in Paris was a great success with more than 90,000 in-person visitors and 300,000 digital connections. It has become the largest technology and innovation event in Europe with CEOs, C-leaders, VCs, and startups attending from all over the world. If […]

Customers share their experiences in multiple ways. Are you capturing it?

The Forrester Financial Well-Being Tech Tide™ report presents an analysis of the maturity and business value of the 18 technology categories that support financial well-being. Financial services executives should read this report to shape their firm’s investment approach to these technologies.

Forrester’s Customer Experience Benchmark Survey, Canada Consumers, 2022, reveals that CX quality in Canada has slipped in 2022 following several years of stability.

At Augmented World Expo 2022, amid the existential debate about the metaverse, there was an increased focus on ensuring its UX is humane, and communal.

Forrester's 2022 Customer Experience Benchmark Study reveals CX quality in the US has fallen back to early-2020 levels, reversing gains made in 2021.

A recent survey of B2B organizations shed light on what they have been willing to do in response to the war and what has driven those decisions.

What is your ambition for your customer experience team for the next decade? Pick your CX team archetype. Learn more in this post.

On Global Accessibility Awareness Day this year, learn what’s changed in digital accessibility over the past four years. Read more.

Journey-centricity is not something you overlay on your current operating model. You cannot preserve the status quo; it will disrupt your business. It requires a bold vision to use journeys to incorporate products and services in customers’ lives, to adopt a shared journey language that aligns people, process, and technology across touchpoints, channels, and silos. […]

Whether you refer to digital transformation, customer experience transformation, or sustainable transformation, the most important success factor is often the same, whatever the industry. It is all about the role leaders play in evolving the culture of their organisation. As my colleague Katy Tynan sums it up, this is more about leadership change than about […]

Our society is coping with unprecedented challenges. Your customers, employees, and partners are all facing growing uncertainties and concerns. Geopolitical tension, income inequality and job insecurity, social unrest, and misinformation and disinformation, you name it! In these challenging times, established societal institutions have often failed to unify and guide their communities. Trust has become more […]

More and more enterprises are opting for industry CRM solutions over its horizontal counterpart. These new solutions offer a vehicle for closer, more intentional relationships with the vendor's partners. This blog explores the top four benefits, as heard from the CRM vendors we spoke with.

To drive inclusive finance, financial services firms need to offer suitable, accessible, fair, and equitable (SAFE) financial products and services.

Read why you should eschew “new normal” thinking when it comes to consumer behavior. We’re in a deeply unsettled, volatile moment—and change is here to stay.