Thanks to the rise of empowered consumers, products and experiences that once seemed improbable, such as (literally) instant delivery,…
Customer experience (CX) is finally gaining the attention it deserves, with 84% of companies seeing CX as a higher priority than they did two years…
In last week’s episode of Forrester’s What It Means podcast, Senior Analyst Tom Champion explains why rebuilding trust with customers is not about brand…
July 27th marked Amazon’s first e-commerce official foray into the 640 million people strong region. It launched its Prime Now app in Singapore with…
The advertising headwinds have been gathering. The $7.4B lost to bad ads. The chronic underperformance. Major firms pulling millions from media budgets. Consumers…
This morning, Adobe announced that it will end support for the Flash Player at the end of 2020. Over the past 20 years, digital…
CX as a profession is putting a lot of effort into reducing effort (pun intended). With good reason: too many companies make it so hard…
I’ve spent the past few weeks traveling around Europe, and during my trip, I became keenly aware of how much I rely on my phone…
If you’ve ever bought a car from an auto dealership, this story might ring true for you. After weeks of test driving, researching, and debating…
