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.
Discover how Forrester supports customer experience leaders.
Insights
Blog
Update Your Understanding Of Emotion (Hint: It’s Not Just Feelings)
2020 was an emotional rollercoaster. A global pandemic, economic upheaval, social unrest, and a contentious election have all left consumers reeling. Marketers know that emotion is the biggest driver of purchase decisions and naturally attempt to tap into these turbulent consumer emotions. But those attempts can fall flat (see: this mash-up of pandemic advertisements that […]
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Blog
CX Leaders: Vendor Consolidation Continues With Two Smart Acquisitions
In 2021, things are already heating up more for customer experience (CX) leaders. In just a few days, we’ve already seen two acquisitions — and we know of more on the horizon. Unified data analytics technology vendor Topbox — known for helping organizations connect disparate data sources to create a more unified, cross-channel view — […]
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European Banking Brands: Improve Your Mobile Banking Experience
5 best practices and actionable tips to implement in your journey.
Blog
Consumers Ride A Rising Tide Of Consumer Energy Into 2021
Consumer energy is rising again. The latest pulse reveals that, over the course of the past three months, overall consumer energy has moved from 39 up to 43, and consumer energy has grown along every key emotional dimension.
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Blog
The Future Of Documents: Content Creation Is Ripe For Its Own Digital Disruption
I remember the first time I saw a Google Doc. It was sometime in 2008, and people interested in collaboration and “Enterprise 2.0” on Twitter were circulating a link to a list of like-minded tech professionals. I clicked on the link, and my jaw dropped. The document looked like it was alive. There were about […]
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Blog
Five Ways To Ensure Deep Collaboration Between Marketing And CX
CX and marketing can master the new normal by reinventing their relationship with each other. Learn five proven strategies for creating deep and sustained collaboration between CX and marketing.
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Blog
New Research: State Of Design Teams — We Need Your Help!
To give you insights on the state of experience design (XD)/user experience (UX) teams, my colleagues and I, who cover design and UX, run an annual survey. In our most recent one, 61% of respondents reported that their design team impacts strategic decisions, for example. And I’m excited to share that our 2020 State Of […]
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Podcast
CX Predictions 2021: Design For Consumer Trust
Consumer trust has always been important. But for 2021, consumer trust is underlined and bolded — nothing is more important for a brand’s survival. On this episode of What It Means with Vice President and Research Director David Truog, discover how CX pros will helm their firm’s journey into the brave new world of post-pandemic customer expectations.
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Predictions 2021 Online Event
Dive deep into the dynamics that will generate obstacles and opportunities in 2021.
Blog
Announcing The Forrester Wave™: Insights-Driven Business Process Outsourcing, Q4 2020
Buyer demand for greater value from insights and technology such as RPA, data science, machine learning, and advanced analytics are forcing both classical BPO and omnichannel BPO vendors to retool themselves into insights-driven BPO's.
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Blog
Get Your Design System Right: Approach It Like A Product
A design system continually evolves — it’s not a project a design team can complete and move on from. In fact, a design system requires an ongoing time and resources investment just like a customer-facing digital product.
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Blog
Service New South Wales Is The Clear CX Leader In Australia’s Public Sector
Our Australia government Customer Experience Index (CX Index™) 2020 results are in! The CX Index tests 30 drivers of CX and 27 emotions to reveal the factors that make a government experience easy, effective, and emotionally engaging. These indicators explain each government organization’s overall CX Index score and impact on mission performance. This year, we […]
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Blog
Distinguish Hot From Hype In Wealth Management Tech Investments In 2021
We’ve seen technology shift the wealth management landscape for years. The global pandemic accelerated that shift as clients seek new ways to access their accounts, communicate with account managers, and manage their investments. To identify “The Top Wealth Management Technology Investments In 2021,” we interviewed more than 80 companies to determine which technology initiatives they […]
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Blog
Trust In The Age Of The Customer
We all know that consumer trust is important, but it’s extremely challenging for companies to know when they have it, when they violate it, and how to cultivate it. Discover the components needed to grow consumer trust.
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Predictions 2021 Hub
Explore our blog posts, videos, guides, and other resources to understand the dynamics that will shape 2021.
Blog
Get Ready For The Subscription Business
Subscriptions link the value propositions of customer usage to outcomes. To achieve this business model, traditional product companies need to reinvent innovation cycles, product development approaches, sales and marketing tactics, and customer support functions. There are many obstacles to this transformation — but it’s doable. Three main observations when defining your strategy for driving subscription […]
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Blog
Rating The Top 10 Digital Business Transformation Firms
Every year, more firms reach out to me to explain how they’re delivering their own brand of “digital transformation” to clients. When last I checked, I’m tracking over 170 vendors. Needless to say, some of these firms are much more adept at delivering effective transformation services than others. The simple truth is, almost every vendor […]
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Blog
European Customer Experience Index, 2020: How Banks And Insurers Can Connect CX With Business Impact
Learn how leaders in the European banking and insurance industries can credibly connect the customer story to the money story.
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Blog
2021 B2C Marketing Priorities In Europe
How should European B2C marketing leaders prepare for 2021? Read our concise recommendations for B2C marketing success in the coming year.
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Research Collection
Insurance Leaders: Review Your Marketing And CX Budgets In The Wake Of COVID-19
Business leaders at insurance firms with influence on marketing and CX budgets review their spending in the wake of the COVID-19 pandemic. Read our advice on how.
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The Future Of B2C Business Models
Disrupters like Spotify have changed the way B2C businesses make money. Discover how your firm can thrive as digital innovation reshapes customer expectations.
Research Collection
Wealth Management Leaders: Review Your Marketing And CX Budgets In The Wake Of COVID-19
Consider Spending Changes In Five Categories Post-COVID-19 Wealth management leaders know that the business effects of the COVID-19 pandemic will be with us for years. However, the consequences of the pandemic are not identical for all companies. Different industries, including wealth management, face disparate consumer trends, resource availability, and revenue potential during the pandemic and […]
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Blog
Europe’s Digital Renaissance Starts Now
Europe has lost the battle for the digital consumer. But European firms now have a global opportunity. How can CMOs and business leaders seize it?
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Blog
Empathy Is The Best Gift You Can Give Your Loyal Customers This Holiday Season
Loyalty marketers need to communicate with and get to know their new members in quick, digestible, innovative ways this holiday season. Empathy is key.
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