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.

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Insights

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Get Ready For Planning Season: Is Your CX Beacon Metric Still The Best Choice?

Maxie Schmidt-Subramanian 2 days ago
Read recommendations for how to select the a CX beacon metric that will work for your organization, including evaluation questions.
Blog

Key Takeaways From Health Insurers’ Q2 Earnings Calls: What We Can Learn About The Future Of Healthcare

Natalie Schibell August 2, 2022
Health insurers' recent earning calls reveal where the healthcare industry is headed. Learn health insurers' top trends and priorities.
Blog

Bread, Milk, Eggs … Health Equity — The Fifth Aim Is A Staple For All Americans

Kyle Rybarczyk August 2, 2022
The Triple/Quadruple Aim has long been recognized as a framework to optimize the US healthcare system. This daunting ambition was given hope with the proposal of accomplishing three goals equally in 2008 and the addition of a fourth in 2014. Theoretically, achieving these goals would alleviate the burden experienced by the healthcare ecosystem and increase […]
Blog

Customer Service Unplugged — Or Why Empathy Matters

Max Ball July 29, 2022
When you strip a song down to its base, you end up with a simple acoustic version, free of overproduction or electronic distractions. The most striking example of this for me is Eric Clapton’s version of “Layla” from MTV Unplugged. When you strip a contact center down to its base, you end up with one-on-one […]
Blog

These Five Universal Truths About CX Have Lasted 22 Years And Counting

Harley Manning July 25, 2022
Explore these time-tested principles, and let them guide your CX decision making.
Blog

“You’re Dead To Me,” Said The Patient To Their Patient Portal

Natalie Schibell July 19, 2022
Read this blog to understand what precision nudging is and how it will help improve patient communication, engagement, and outcomes.
Blog

In-Car Subscriptions Must Align To Mobility Moments If They Are To Succeed

Paul Miller July 14, 2022
Instead of offering monthly or annual subscriptions to in-car features, align them to customer mobility moments in ways that address customer pain.

Get Stakeholders Excited About CX

Turn CX into a standout priority. Learn how in this complimentary webinar.

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Exercise Executive Empathy To Get Stakeholders Excited About CX

Su Doyle July 8, 2022
How can CX leaders gain funding? Develop executive empathy: Determine stakeholder priorities, connect CX to these existing priorities, and communicate the value of CX.
Blog

Metaverse-Like Experiences: Is Novelty Enough? A Look At ESPN’s Fifty/50 World

Julie Ask July 8, 2022
ESPN Edge built the interactive, 3D environment Fifty/50 World to celebrate 50 years of Title IX. Learn what a Gen X consumer — and a sophisticated 13-year-old user of online 3D immersive gaming and entertainment platforms — thought of the experience.
Blog

Assessing The US Youth Smartwatch Market: Is There Room For An Independent Brand?

Julie Ask July 8, 2022
Children's smartwatch brand Xplora plans to move into the US market - one of many recent additions to a crowded market. This blog explores important lessons that brands should consider when developing a smartwatch and entering a crowded market.
Blog

Announcing The Forrester Wave™: Global Adobe Services Partners, Q3 2022

Xiaofeng Wang July 7, 2022
I’m pleased to announce our recently published The Forrester Wave™: Global Adobe Services Partners, Q3 2022. In our 23-criterion evaluation of global Adobe services partners, we identified the 10 most significant ones — Accenture, Capgemini, Cognizant, Deloitte, dentsu, IBM, Infosys, Publicis Groupe, Tata Consultancy Services (TCS), and WPP — and researched, analyzed, and scored them […]
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Firms Struggle To Embed Sustainability In Customer Journeys

Thomas Husson July 5, 2022
Many CX pros miss the sustainability opportunity. Read examples of companies embedding sustainability at different customer journey stages.

Drive Engagement With Your Digital Experiences

A five-step breakdown of how to get customers to embrace new digital experiences.

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B2B Firms: Adopt A Bespoke Approach When Collecting Feedback From Large, Complex Clients

Maxie Schmidt-Subramanian June 28, 2022
B2B firms work hard to build relationships with their clients. Yet the way they collect feedback and measure CX can undermine that work.
Blog

Picking An Agency To Maximize The Value Of Your First-Party Data

Stephanie Liu June 27, 2022
For B2C marketers, first-party data is a lot like “Zoolander’s” Hansel: “so hot right now.” Facing massive headwinds amid data deprecation, marketers want to capture zero- and first-party data from customers and build direct relationships. In Forrester’s Q1 B2C Marketing CMO Pulse Survey, 2022, a whopping 76% of B2C marketing respondents said that they are […]
Blog

Emotional Quality Of Experiences: The 2022 CX Index Bright Spot

Linda Ivy-Rosser June 27, 2022
Recently Forrester released the US Customer Experience Index Rankings for 2022 and one prominent message was the fall of CX quality across industries (see Figure 1). However, it also revealed a bright spot - the emotional quality of customer experiences remains consistent.  According to the Average US CX Index, 60% of customers expressed they had emotionally positive experiences compared with 62% in 2021 and 60% in 2020. 
Blog

Value Is In The Eye Of The Beholder — When It Comes To Tech’s Business Value

Phil Brunkard June 24, 2022
There’s more to ensuring that technology enables business value than meets the eye. There is no single value proposition to communicating the value of technology to stakeholders. Each stakeholder perceives value differently. Value is in the eye of the beholder. You Think You “Deliver” Value To Business Stakeholders … But You Don’t Value for stakeholders […]
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Get Stakeholders Excited About CX

Discover how to connect the dots of CX value to business goals and get stakeholders excited about its power and potential.
Blog

VivaTech 2022: From The Metaverse Hype To Green Tech Solutions

Thomas Husson June 20, 2022
Paris was the center of innovation and technology last week. The 2022 edition of VivaTech in Paris was a great success with more than 90,000 in-person visitors and 300,000 digital connections. It has become the largest technology and innovation event in Europe with CEOs, C-leaders, VCs, and startups attending from all over the world. If […]
Blog

You Are Missing Out On Customer Feedback, And It’s On You

Karine Cardona-Smits June 13, 2022
Customers share their experiences in multiple ways. Are you capturing it?
Blog

Invest In The Right Technologies To Improve Your Customers’ Financial Well-Being

Aurelie L'Hostis June 10, 2022
The Forrester Financial Well-Being Tech Tide™ report presents an analysis of the maturity and business value of the 18 technology categories that support financial well-being. Financial services executives should read this report to shape their firm’s investment approach to these technologies.
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