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

Blog

In A Crisis, Customer-Obsessed Government Can Save Lives

Sam Higgins 2 days ago
As governments worldwide contend with the COVID-19 pandemic and a global recession, a commitment to "customer experience" has never been so important.
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Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins 5 days ago
NIST Commits To Renaming Racially Suggestive Technology Terms From Aunt Jemima and Uncle Ben’s to Lady Antebellum and the Dixie Chicks, we’ve seen a wave of rebranding sparked by ongoing anti-racism protests. Now, it’s moving beyond consumer-facing brands and groups. The National Institute of Standards and Technology (NIST) — the nonregulatory agency that publishes standards for federal activities — announced last week that it plans to remove terms […]
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Embrace Customer Obsession To Achieve Mission Success

How to accelerate the digital future through exceptional government customer experience.

Blog

Like Night And Day: Twitter’s And Apple’s Contrasting Moves On Accessibility This Week

Gina Bhawalkar June 25, 2020
The two companies' recent actions highlight the difference between placing accessibility front and center versus treating it as an afterthought.
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Blog

De la Crise à la Résilience

Thomas Husson June 25, 2020
Je suis toujours circonspect quand on utilise le terme « résilience » car je l’associe comme beaucoup aux travaux du neuropsychiatre Boris Cyrulnik. J’ai donc relu son interview aux Echos où il anticipe un changement profond de nos modes de vie et de nos habitudes : « après une catastrophe, la vie reprend, mais pas comme avant – ce […]
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Blog

Announcing The First Forrester Wave™ Covering Adobe Implementation Services

Xiaofeng Wang June 25, 2020
My colleague Ted Schadler and I are excited to announce that “The Forrester Wave™: Adobe Implementation Services, Q2 2020” is now live. Following up the previously published Now Tech report, it’s the first time Forrester has evaluated Adobe services providers’ capabilities globally. In our 24-criterion evaluation of Adobe implementation service providers, we identified the 12 most significant ones globally — Accenture, Adobe, Cognizant, Deloitte Digital, […]
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Blog

Apple Takes An Inspiring Stand On UX, Privacy, And Diversity At WWDC 2020

Karine Cardona-Smits June 24, 2020
Apple revealed major announcements for the new iOS 14 system during its Worldwide Developers Conference (WWDC) 2020. What is coming to the iPhone demonstrates a deep understanding of our behavior and use of our devices in mobility. It also makes a clear statement on privacy and diversity principles. UX Is All About Use In Context […]
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Blog

The COVID-19 Crisis Sets The Direction For Europe’s Job Market

Dan Bieler June 24, 2020
The COVID-19 crisis is accelerating many trends that have been lingering for some time, including workspace virtualization, remote working, faster decision making, and automation. In this sense, the pandemic is also transforming Europe’s job market.
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Webinar

Use Data To Drive CX Project Prioritization

Discover an insights-driven approach to determine which CX projects will have the greatest impact and how to use your resources with maximum efficiency.

Blog

Does CX Matter To The Enterprise Cloud? Absolutely!

Dave Bartoletti June 23, 2020
Customer experience is just as important for internal customers as external. Learn more about the value of CX in your IT planning.
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Blog

Go Beyond Surveys In CX: Learn From Two Practitioners’ Experiences

Maxie Schmidt June 23, 2020
At Forrester’s CX North America event, I delivered a session about going beyond surveys to measure customer experience (CX). To help convince attendees it’s possible, I asked two wonderful guest speakers to highlight their organization’s efforts to move beyond surveys in CX. Read their stories.
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Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins June 22, 2020
“Digital Therapy” Reaches A Milestone: The FDA Just Approved A Prescription Video Game This week marked a major win for digital therapeutics as the US Food and Drug Administration approved the marketing of the first game-based digital therapeutic device. “The EndeavorRx device offers a non-drug option for improving symptoms associated with ADHD in children and […]
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Blog

Beneficiary Experience: The Big Retention Opportunity Missed By Financial Services Firms

Ellen Carney June 22, 2020
Many financial services firms are missing out on a big opportunity to win, serve, and retain customers: the beneficiary experience.
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Blog

The Future Of B2C Buying In Europe: May You Live In Interesting Times

Martin Gill June 17, 2020
The pandemic has accelerated European brands' digital transformation and put company values in sharper focus. In our upcoming webinar series, learn how business leaders should respond.
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Webinar

CX Metrics For Alignment & Change Management

Inspiring behavior change is one of the toughest and most critical parts of a CX professional’s job. Discover the metrics that drive customer-centric culture and executive alignment.

Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins June 15, 2020
A Flash-Point Week For Facial Recognition Last week, IBM, Amazon, and Microsoft came out and made some big announcements on how they intend to halt or ban the use of facial recognition technology for law enforcement. At a time when privacy and civil rights dominate the zeitgeist, these values-based decisions will force much-needed dialogue on the ethics of facial recognition […]
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Blog

The Pandemic Accelerates Retailers’ Need For Digital Operations

Michelle Beeson June 15, 2020
As lockdowns ease, retail stores traffic and sales will only increase gradually based on consumer comfort levels, bringing preexisting strategic objectives into sharper focus and accelerate the need to execute on them.
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Blog

Key Takeaways From Forrester’s Customer Service Executive Roundtable On Turning Challenges Into Opportunities

Ian Jacobs June 12, 2020
Twenty-two customer service executives shared their victories and challenges during the coronavirus pandemic. Read key takeaways from this conversation about customer service during COVID-19.
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Blog

UK Consumers Keep Calm And Carry On

Michelle Beeson June 11, 2020
Results from the our Consumer Technographics® COVID-19 Survey show how UK consumers have adjusted their spending habits and digital behaviors during the pandemic.
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Podcast

Customer Journey Mapping In A Crisis

What It Means June 11, 2020
Since the outbreak of the coronavirus pandemic, firms have struggled to keep on top of customers’ fast-changing needs. To succeed, look no further than the journey map. We’re joined by VP, Principal Analyst Joana Quintanilha on this week’s What It Means to discuss how journey mapping can help firms right now.
Listen Now

Revitalize CX Measurement & Prioritization

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

Blog

Your Business Success Depends On Delighting The Right Type Of Customer: Enter The Devotees

TJ Keitt June 10, 2020
Customer experience (CX) professionals must show their executives that good CX is critical to business success, especially in this down economy. Many metrics help CX pros track the quality of those experiences, including customer satisfaction, advocacy, and effort. But these metrics alone don’t tell business leaders whether investments in CX deliver improved business performance. After […]
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Blog

Smart Audio: What Tech Innovations In Sound Will Fuel New Experiences?

Frank Gillett June 9, 2020
Audio experiences are getting an upgrade. We’re used to great audio for music, videos, and calls. Now, many of us talk to virtual assistants on our smartphone and increasingly on smart speakers (clients, see “Forrester Infographic: The State Of Voice Assistants, 2019“). Tech companies are using improved microphones, computing, and artificial intelligence to create conversational […]
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Blog

Toward Convergence — Brand And Experience Themes At CX North America

Dipanjan Chatterjee June 7, 2020
My research theme for CX North America 2020 — the convergence of experience The peripatetic nature of analyst life, especially for someone not moored to a corporate office, means that I rarely get to see most of the folks I work with, which is why, every year, I look forward to the summer days of […]
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