customer experience

Academics to consultants are prognosticating on the future of work, picking winners and losers, often to the detriment of employees. Forrester’s data shows that job losses will reach 29% by 2030, and the creation of equivalent jobs will total only 13%. Job losses and gains dominate the headlines. Humanity remains at the center. The future-of-work […]

Forrester's US CX Index 2019 results reveal that the overall quality of the US customer experience rose by an anemic 0.4 points, to 70.2.

On June 6, JPMorgan Chase announced it would be closing its digital-only bank Finn, a little under a year after it was launched. Digital banking is a tough business, and we’ve seen far more examples of failures than successes over the past two decades. The closure of Finn does bring up some important lessons for […]

Before an organization undertakes any transformation, restructuring, or automation initiative, it needs to ask: What do our employees need to become so that they can thrive in an environment with more chaos and uncertainty? That’s because any change initiative creates fear, uncertainty, and doubt amidst your employees. Will I lose my job? Will I still […]

On this episode of What It Means, Principal Analyst Rick Parrish lays out the case for why brands must craft a thoughtful values strategy — and why shouting values from the rooftops may not be right for your brand.

Apple is leveraging its engineering chops to deliver better CX. Most notably, they’re using privacy as a differentiator. Learn more.

Customers have come to expect easy, effective, and contextually relevant mobile banking experiences. Bolting a shiny new user interface on top of a patchwork of legacy systems won’t cut it anymore.

Early last week, Ajit Pai, the chairman of the US Federal Communications Commission (FCC), announced his approval of the merger of T-Mobile and Sprint. This will result in a third megacarrier in the US mobile wireless market, which is a good move for consumers like you and me. I am glad this deal will now […]

Have you experienced or heard of anything similar to these anecdotes? “Tesla can’t figure out how to manage its glass inventory and replacements” or “I was abroad and had to give Uber my credit card number again!” or “My banking mobile app is not approving my online train ticket that was purchased on the web […]

Healthcare organizations have much to gain from superior CX, including reduced costs and happier members. Read a seven-point plan for a successful HCO CX program.

Even Big Digital Companies Need Little Humans . . . Lots Of Them Amazon offered $10,000 of startup capital and up to three months of pay to qualifying employees who quit . . . and go start a local last-mile delivery business. The eCommerce giant had previously invested in local delivery companies, seeding the creation […]

Consumers seek out brands that share their values. At CX NYC, we’ll debut a values-based experience framework to help CX pros strategically approach this emerging area of differentiation. Get a sneak peek by reading our Q&A with Principal Analyst Rick Parrish.

With the right approach, it’s possible to fulfill the promise given to customers while protecting the insurer’s bottom-line performance.

Mobile apps have become the touchpoint of choice for millions of people to manage their finances. To find out how effectively banks are meeting customers’ expectations, Forrester regularly reviews the mobile apps of leading banking brands around the world.

Success in the communications services sector is indeed a capricious piece of cheese. As new technologies mature, the distinction between technology, media, and telecommunications industries blur. Navigating this space to sustain growth and competitive edge is no easy task for the CxO.

When marketers fail to understand the complexity and nuance of how customers’ core characteristics evolve, people lose trust in them. As they look elsewhere, customers have found a more nimble set of businesses to meet their needs: direct-to-consumer (DTC) brands.

I focus a lot of my research on marketing innovation and have been working on mobile (first as a marketing guy at a telco in 1998, then as an analyst) for more than 20 years. However, it is still fascinating to me to see how many marketers wrongly think their company has fixed mobile basics […]

A Better Mousetrap Is Always Around The Corner The world saw cracks in the armor of Google this week when Alphabet’s earnings reported below analyst estimates. It looks like Amazon and others have found weaknesses in the search-based advertising model — golden geese are mortal, after all. So if Google is vulnerable to disruption, we all […]

On April 18th, T-Mobile officially launched its T-Mobile MONEY checking account, after a soft launch late last year. This is not the first time we’ve seen a telecommunications firm enter the banking space – it’s already been happening for years in Europe and Asia, with large telcos such as Orange and KDDI. And this isn’t T-mobile’s first foray into banking either. So should banks be worried? Watch below to learn more.