customer experience

Analyst Abhijit Sunil explores an aspect of tech vendor evaluation you may not be considering.

AI, Privacy, And Transparency Dominate The Marketing Discussion At CES 2020 Rather than trolling the floor of the more than 4,400 exhibits at this year’s Consumer Electronics Show (CES) looking for the technology of the future, Jay Pattisall tried something different: listening to the conversations of marketers and agency executives for hot issues. Artificial intelligence […]

By ignoring CX, you leave big money on the table. Discover why CX drives business results and how to calculate just how much your firm stands to gain.

VP James Staten provides three ways CIOs can improve CX with disruptive innovation.

The ways B2B buyers and sellers transact are changing dramatically. Learn about the shifts ahead in 2020 and beyond.

Excellence in digital experience is fast becoming a nonnegotiable expectation that customers have of a brand. The thing about expectations is that once they rise, they become par for the course. Payments apps are no exception! We recently analyzed eight apps from Indian payments providers. We found that with the next-to-zero cost of switching in […]

Thanks for checking out the last FORRward perspective for 2019. We’ll be back in 2020 with more fresh ideas and thoughtful commentary. Wishing everyone a wonderful holiday! Healthcare CIOs Are Pushing US Congress To Block Patient Data Sharing Across Mobile Apps The College of Healthcare Information Management Executives (CHIME), representing more than 3,200 CIOs and […]

It's not about machines taking over. Rather, it’s about using intelligent technology to augment humans' capacity to create and execute ideas.

Product Security Takes Center Stage As Attackers’ Livestream Ring Devices Harass Users The astronomical success of Ring’s opt-in surveillance products took a dark turn over the last week when attackers began reusing credentials to gain access to the devices and harass families. The devices themselves were not compromised; instead, attackers reused passwords from accounts without […]

Prioritizing CX projects can be relatively easy — if the CX team sets up its measurement program to populate a simple but effective prioritization model.

Strong customer-facing experiences are fruitless until you tie them to back-end operations. Learn how new digital operations platforms (DOPs) will bring enterprise experiences to levels ERP never could.

No organization purposefully recruits bad employees. But a bad employee experience can turn any worker into poor performer. Learn more.

Embracing gender evolution; hyperscale cloud emerging tech partnerships; healthcare innovation award winners.

Almost all CX professionals make the same exact mistake when asking for money. Discover what it is and how to avoid it by using a one sentence business case.

Fifteen developments we expect to see in the coming year — along with five that won't come to pass.

VP and Principal Analyst Thomas Husson shares five predictions expected to impact CMOs and B2C/B2B marketers in Europe in 2020.

Only a tiny fraction of websites get accessibility right. Learn how to ensure your online experience doesn't freeze out would-be shoppers.

LVMH Acquires Tiffany & Co.: Why It’s A Prudent Match LVMH (Moët Hennessy – Louis Vuitton SE) is acquiring Tiffany & Co. for approximately €14.7 billion (or $16.2 billion). For LVMH, this will strengthen its presence in the US market and position in the jewelry category. For Tiffany & Co., it presents an opportunity to […]

Learn a simple method for achieving financial results with CX.