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.

Insights

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FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins 1 day ago
Ensuring Employee Mental Health Is Crucial For COVID-19 Economic Recovery The mental health impact of COVID-19 is coming to light, and it’s not reassuring. In a survey conducted by SAP, Qualtrics, and Mind Share Partners, over 40% of respondents said their mental health has declined since the outbreak of COVID-19. Returning to work is not likely to fix the issue. The workplace is […]
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Values, Ethics, And Algorithms, Oh My!

Brandon Purcell 1 day ago
At CX North America, you'll learn how to interpret and implement ethical AI principles across your organization to protect your customers, business, and brand.
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Revitalize CX Measurement & Prioritization

A guide to prioritizing CX projects with the greatest business impact and demonstrating their contributions in a cost-sensitive environment.

Video

Le futur du travail commence maintenant

Thomas Husson 2 days ago

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Les conséquences de la crise du Covid-19 sur le bien-être financier des consommateurs français

Aurelie L'Hostis 2 days ago
Déjà bien avant que l’épidémie de coronavirus ne frappe, les recherches menées par Forrester révélaient qu’un grand nombre de consommateurs français s’inquiétaient de l’état de leurs finances personnelles et considéraient la gestion de ces dernières comme une tâche difficile. De fait, un an avant la crise, un quart des consommateurs français interrogés déclaraient se sentir […]
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Are We All Technophiles Now? How Consumer Tech Attitudes Are Changing During COVID-19

Anjali Lai 6 days ago

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Gli Effetti Del COVID-19 Sul Benessere Finanziario In Italia

Aurelie L'Hostis 6 days ago
This blog post was translated by Corrado Loreto. Una nostra recente ricerca ha dimostrato che, ancor prima della pandemia di Covid-19, i consumatori italiani stavano affrontando molteplici difficoltà finanziarie ed erano preoccupati per la loro generale situazione finanziaria. Per capire come la pandemia sta influenzando le finanze e i comportamenti dei consumatori, abbiamo intervistato 1.137 […]
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B2B Leaders Will Find CX North America Literally And Virtually Stimulating

Caroline Robertson May 20, 2020
Learn how we'll help firms master B2B customer experience at the CX North America live virtual experience on June 16-18, 2020.
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Brand + CX: Marketing's New Imperative

The rules of marketing have changed. Learn how to capture opportunity and drive growth.

Blog

The Effect Of COVID-19 On UK Consumers’ Financial Well-Being

Aurelie L'Hostis May 19, 2020
Thirteen percent of UK adults have seen their income (hours and/or wages) reduced due to COVID-19. This is impacting their ability to spend and meet financial commitments: Around half have reduced spending to the minimum, and 10% have missed a bill or loan payment.
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How UK Employees Feel About COVID-19 Now: A PandemicEX Update

Martin Gill May 19, 2020
As the UK begins to face a staged return to work, business leaders must capitalize on the trust their employees have placed in them, take the lead on helping their employees through the crisis, and create a sense of security.
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FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins May 18, 2020
Firms Poised To Survive The Pandemic Aren’t Laying Off CX Pros — They’re Doubling Down To cut costs, companies are laying off employees in customer experience (CX), customer success, and customer support. That’s a big mistake for three reasons. First, we have proof that improving CX increases revenue, lowers cost, and mitigates risk. Second, firms with a strong CX function have the customer understanding needed to weather the pandemic. Insights about needs and […]
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The Effect Of COVID-19 On Canadians’ Financial Well-Being

Peter Wannemacher May 18, 2020
Even before the COVID-19 outbreak, our research showed that Canadian consumers were facing multiple financial challenges and were worried about their financial situation. To see how the pandemic was impacting consumer finances and behaviors, we surveyed 1,119 Canadian online adults in April 10–15, 2020 and found that Canadians: Are already feeling the impact of COVID-19 […]
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The Effect Of COVID-19 On US Consumers’ Financial Well-Being

Peter Wannemacher May 18, 2020
Even before the COVID-19 outbreak, our research showed that US consumers were facing multiple financial challenges and were worried about their financial situation. To see how the pandemic was impacting consumer finances and behaviors, we surveyed 1,122 US online adults in April 10–15, 2020 and found that US consumers: Are already feeling the impact of […]
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Competing For Today’s Values-Based Consumers

Understand what drives today’s values-based consumer and how brands can clearly and authentically deliver their values messaging.

Blog

The Future Of Financial Brands: Less Financial, More Brand

Dipanjan Chatterjee May 15, 2020
The crisis in financial services is not just that most banks don’t get relevance and relationship right. It’s that most of the leading consumer brands eyeing the financial space do.
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Redesign Your Physical Location To Successfully Welcome Customers Back

Jennifer Wise May 12, 2020
To encourage customers to come back and usher in economic recovery, companies must plan to redesign their physical-location experiences to address customer fears of COVID-19 and their desire to maintain social distancing.
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FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins May 11, 2020
COVID-19 Accelerates Momentum For Sales Engagement B2B sellers face the most challenging selling environment of their lifetimes. Business leaders who already invested in sales digital transformation and technologies are reaping the rewards for their prescient decisions. Sales engagement (SE) solutions — originally designed to help sales development reps manage and automate multichannel touchpoints — now deliver significant productivity gains and more to entire revenue teams. The COVID-19 pandemic is accelerating existing […]
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Sortir du confinement pour entrer dans la crise

Thomas Husson May 11, 2020
Bien qu’il y ait déjà plus de 12 millions de chômeurs partiels, de nombreux français ne semblent pas encore réaliser l’ampleur de la récession économique qui s’installe. Ils vont sortir progressivement du confinement pour entrer dans la crise, qui s’aggravera si la confiance n’est pas au rendez-vous ou si le déconfinement est trop progressif. Une […]
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Take These Three Steps To Build Your CX Improvement Business Case

Judy Weader May 7, 2020
Building a successful CX business case requires a strong foundation. Get three best practices here for successfully building your CX business case.
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Capture The ROI Of CX

With this step-by-step guide and ROI calculator, learn how to build a compelling financial case for CX and measure results.

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Dive Into Moments-Based Marketing At CX North America

Joe Stanhope May 5, 2020
To bring moments-based engagement to life, marketers will need a new approach to recognize and act on moments and new planning techniques to establish balance between moments and campaigns. To pull it off, they’ll need the data and technologies that can turn signals into insights and to identify the moments that matter and deliver interactions precisely at the right time.
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COVID-19 Accelerates Digital Adoption For European Consumers And Businesses

Martin Gill May 5, 2020
Six things B2C marketing leaders in Europe should build into their pandemic response strategies.
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Do You Know Your New Customer Journeys?

Angelina Gennis May 4, 2020
New customer journeys are emerging as digital adoption accelerates during COVID-19. These are journeys you’ll want to map, because a journey map is often the first opportunity to view the end-to-end customer experience and understand the wants, needs, and pain points of your customers as they navigate that journey.
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