customer experience

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Join Us At CX Europe 2018 For Insights Into Customer Understanding And Other Key CX Priorities

David Truog November 1, 2018
Forrester’s customer experience Forums are in their 10th year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the world and have become yearly destinations for CX pros far and wide. CX Europe 2018 is just 12 days from now — Tuesday and Wednesday, […]
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Turn Voice And Language Innovation Into A Conversational Strategy

Thomas Husson October 25, 2018
To shift from brand monologues to two-way dialogues, many brands are embracing live chat and piloting marketing initiatives on new conversational interfaces such as chatbots and voice-based assistants. However, conversational marketing is not new: It is simply based on listening to your customers, incorporating feedback into your marketing strategy, and communicating back to them in […]
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Fighting GAFA Boo-Hoos

Oliwia Berdak October 24, 2018
In the spirit of Halloween, I’m going to write about the bogeyman of almost every industry out there: GAFA. In the last few years, I have answered many versions of the same question: what will Google (insert Apple/Facebook/Amazon) do to us (insert financial services/healthcare/retail/media)? This fear is grounded in some reality. All four firms are […]
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This I Tell You, Brother; You Can't Have One Without The Other: Brand And CX Together At Long Last

Dipanjan Chatterjee October 24, 2018
“Love and marriage, love and marriage They go together like a horse and carriage This I tell you, brother You can’t have one without the other” – Frank Sinatra The New Yorker once wrote of Sinatra that “he sounds the way you would sound if you could speak the things you feel.” In my line […]
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Can Robots Grow Up To Be More Human?

Vijay Raghavan October 18, 2018
Context And Timing Is Critical For Robots And Humans To Work Well Together
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Digital Myth No. 4 — Your Company Needs A Digital Strategy

Nigel Fenwick October 17, 2018
When your CEO asks you for your digital strategy, you could go away and huddle up with your team for a month and produce some voluminous document full of TLAs, only to have it sit on the shelf for the next two years. Instead, simply give your CEO a copy of your business strategy. After […]
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Marketers — Get Your Heads Out Of The Clouds!

Rusty Warner October 16, 2018
It’s frustrating when a customer exhibits purchase intent but doesn’t buy because of friction in the customer journey. It’s worse when a store manager or contact center agent is unaware of a digital promotion. Nearly 40% of CMOs say that a lack of consistent customer experience (CX) prevents greater online sales revenue. Empowered customers now […]
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Your Experience Design Provider Builds Its Own Products And Invests In Startups? Good!

Andrew Hogan October 11, 2018
About half of the 51 XD providers we surveyed recently — agencies and consultancies such as Astro Studios and Work & Co that provide experience design (XD) services — are also: Developing their own products. Founding startups and maintaining equity stakes in them. Investing in startups with either money or their talent in the form of […]
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One To One — Digital Marketing Conference In Biarritz

Thomas Husson October 10, 2018
I am very excited to have been invited for the third time to give the opening keynote speech at One to One, a great marketing conference taking place on October 10–12 in Biarritz in the southwest of France. To summarize my talk in a few points, I have shared some global marketing trends and how […]
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Join Me In London Next Month To Discuss The Ethics Of AI

Brandon Purcell October 10, 2018
In about a month, I will have the honor of presenting my research on “The Ethics Of AI: How To Avoid Harmful Bias And Discrimination” to attendees at CX Europe 2018. The event will take place in London on November 13 and 14 and will feature several of my esteemed analyst colleagues, as well as […]
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Best Practices For Effective Employee Engagement Surveys: Advice From Your Peers

Adele Sage October 2, 2018
Employee engagement surveys help employee experience (EX) and customer experience (CX) pros keep a pulse on how employees feel about the company and leadership, their jobs and career paths, tools and training, and their roles in delivering a great customer experience. Recently, we hosted a discussion where we brought together EX and CX leaders to […]
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The Platform Economy — What CIOs Need To Know

Matthew Guarini October 1, 2018
Nary a day goes by without someone talking about their efforts to build a platform. We cannot argue: Platforms can contribute massive value to customers, the ecosystem, and the company that creates the platform. More so, as a consumer, I rely on platforms for so much of my working life that I often don’t even […]
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How To Get Your Customers To Do Your Selling For You (Previewing Our B2B Forum)

Laura Ramos September 29, 2018
“Say, Tom, let me whitewash a little.” “No — no — I reckon it wouldn’t hardly do, Ben. You see, Aunt Polly’s awful particular about this fence . . . it’s got to be done very careful; I reckon there ain’t one boy in a thousand, maybe two thousand, that can do it the way it’s got […]
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In XD Providers' Emerging Technology Work, Machine Learning And Chatbots Mature Fastest

Andrew Hogan September 26, 2018
Experience design (XD) providers we surveyed told us that among emerging technologies, clients most often ask them about machine learning, chatbots, the internet of things (IoT), and augmented reality (AR). Providers also reported that chatbot-related terms “intelligent agents” and “voice interfaces” drew significant interest, as well. However, the providers’ revenue is coming more from machine […]
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Money For Nothin' And Stocks For Free

Vijay Raghavan September 25, 2018
JPMorgan enters the retail investing price war.
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Nine AI Marketing Use Cases That Have The Potential To Deliver Business Value

Xiaofeng Wang September 25, 2018
The use of artificial intelligence (AI) in specific marketing applications such as programmatic real-time bidding is now commonplace. Although marketing has yet to adopt it more broadly, new use cases are gathering momentum. My latest report, “Leverage AI To Improve Marketing Efficiency,” covers the nine AI marketing use cases that have the potential to deliver […]
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How To Use Emotion To Deliver Your Brand Promise

Thomas Husson September 24, 2018
In a recent workshop with the marketing team of a large European brand, we discussed the importance for marketers to deliver their brand promise. About 45% of marketers now report to be in charge of the customer experience. Whether they officially own CX or simply orchestrate CX talent and resources does not matter. In that […]
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Disruptive Innovation: Enterprise Success Stories

James Staten September 24, 2018
As I’ve reported, the degree of tech-driven market disruption has never been a higher priority for every company, across every industry, than it is today. Thanks to rapidly evolving emerging technologies such as AI/ML, IoT, and blockchain, as well as the megacloud vendors who offer priced-per-hour access to tech innovation chains, everyone now has the ability to craft new […]
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Adobe Changes Its Marketing Cloud Trajectory With Marketo Acquisition

Lori Wizdo September 21, 2018
I am still catching my breath. Adobe has agreed to acquire Marketo for $4.75 billion. The deal is the biggest in Adobe’s history and a massive encore to the acquisition of Magento for a mere $1.7 billion in May. On the one hand, I find myself proud to be a B2B marketer — to think that […]
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Customer Experience Index Reveals Brands Lack Human Connection

Victor Milligan September 5, 2018
Forrester’s 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers. This is not a question of delighting customers as an endgame or some fluffy sense of emotional attachment; this is a crass and clear story of financial risk. Taking a step […]
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