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Customer Experience Q&A: Etsy’s Abby Covert, Information Architect

Harley Manning May 30, 2018

If you care about CX, you have to admire Etsy. It was the top digital retailer in Forrester’s Customer Experience Index™ in 2017. It excels at differentiating itself with a unique set of products and a distinctive online store, where buyers routinely upload pictures of their purchases alongside gushing reviews. Unsurprisingly, Etsy is also one […]

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Customer Experience Q&A: Etsy’s Abby Covert, Information Architect

Harley Manning May 30, 2018

If you care about CX, you have to admire Etsy. It was the top digital retailer in Forrester’s Customer Experience Index™ in 2017. It excels at differentiating itself with a unique set of products and a distinctive online store, where buyers routinely upload pictures of their purchases alongside gushing reviews. Unsurprisingly, Etsy is also one […]

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VivaTech 2018

Thomas Husson May 22, 2018

From Thursday to Saturday, more than 70,000 visitors will attend the third edition of VivaTech in Paris, one of the largest digital and tech conferences in Europe. The aim is to celebrate innovation and to help startups and businesses grow. The lineup of speakers is pretty impressive, starting with Mark Zuckerberg, who will join a […]

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CX For Gov IT: Driving Federal IT Performance Using CX Principles

Matthew Guarini May 18, 2018

The reality is that most Federal IT leaders are under increased scrutiny to deliver increased value and productivity from technology investments at the lowest cost. Simply performing a top-to-bottom technology rationalization effort will no longer make their organization instantly lean and Agile. Let’s level-set the conversation: Most Federal agencies are struggling to create value — namely […]

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Countdown To Forrester’s 10th Annual CXNYC Forum June 19–20

Harley Manning May 18, 2018

Back in 2009, Forrester launched its first customer experience forum. We picked New York as the location because for years we’d put on a financial services event there, and we knew that our attendees from the banking, brokerage, and insurance industries all had CX on their minds. We didn’t know how well the new event […]

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HaiDiLao Cooks The Competition With Memorable Customer Service

Riccardo Pasto May 7, 2018

How do you differentiate your brand in highly competitive markets, especially when competitors promptly copy anything that works? Learn from HaiDiLao, China’s most popular chain of hot-pot restaurants. HaiDiLao evokes positive emotions from customers with memorably crafted human interactions. The company empowers its staff to personalize experience delivery as customers or scenarios demand. Let me […]

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Three Takeaways On eCommerce From My Trip To China

Lily Varon April 30, 2018

I recently spent two weeks in China to attend an event hosted by eCommerce company JD.com for analysts and retail thought leaders. Here are my takeaways on the state of eCommerce in the world’s largest eCommerce market: Customers in China seek novelty and individuality. Nearly 60% of metropolitan Chinese consumers are Progressive Pioneers — the most demanding, […]

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What Brought Me Back To Forrester: Our Market-Leading Engagement Around Emerging Technologies

James Staten April 30, 2018

It is such a pleasure to be back at Forrester, especially now when our firm is actively embracing and helping you, our customers, leverage new technologies to innovate and differentiate your business. After three years leading technology strategy and market development for Microsoft Azure and Equinix, what brought me back were three things: The value […]

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2018 Retail Best Practices Extended: Mobile Web

Michelle Beeson April 30, 2018

Consumers can choose between a variety of touchpoints, but when it comes to mobile, only loyal customers will download your app — everyone else will be left with the mobile browser. Mobile is becoming a dominant digital touchpoint for retail, influencing online sales and purchase decisions in-store. Retailers will broaden their reach and increase the likelihood […]

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Creating The CX-Centric Utility

Matthew Guarini April 26, 2018

Outage management is a defining moment for utilities and thus provides a great way to reimagine the relationship between utilities and their customers. Absent an outage, most consumers don’t give a whole lot of thought to their utility company — flip a switch, and the expected happens. The outage — especially prolonged outages — changes everything. No electricity […]

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Poor Websites Are Costing American And Canadian Life Insurers New Customers

Ellen Carney April 18, 2018

It’s good times for Canadian and US life insurance companies.  Job and some slight wage growth has spurred an increase in life insurance sales, both through the employer as well as individual life insurance sales.  At the same time,  90+ million Millennials are moving into the life stages of home ownership, parenthood, and marriage that […]

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Apple's Brand Playbook Unlocked

Dipanjan Chatterjee April 9, 2018

Do you want to be like Apple? In 2010, Apple ranked as the 17th most valuable brand in the world. Just three years later, it had garnered the top spot and has remained there. Since 2010, Apple’s brand value has increased at a compound annual growth rate of 36%, while the entire “brandscape” has grown […]

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Amazon Flirts With Banks And Their Customers: Here’s What You Should Do

Peter Wannemacher April 3, 2018

Like a football team captain at a junior high dance, Amazon just sauntered up to a big group of people and started dropping hints about its sweet moves on the dance floor . . . Okay, that’s not exactly what’s happening here, but it sure felt like that to many bank executives who heard the […]

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How Can CX Tools Elevate Your Brand? Find Out At Forrester’s Consumer Marking Forum

Jennifer Wise March 27, 2018

Marketers work hard to define their brand promise and build their customer engagement strategy to showcase it. But we know that, in the end, all the hard work only pays off if the customer receives, and remembers, the brand as intended across all touch points. If your ad campaigns promises care-free travel, but the customer’s […]

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Forrester’s CX Sydney Forum 2018: Are You Ready To Be Your Firm’s Engine Of Growth?

Michael Barnes March 26, 2018

Believe it or not, it’s that time again: Less than seven weeks until our next CX Forum in Sydney, on May 10. Are you and your team ready? Deep customer understanding — even customer obsession — is now the defining posture of many CX leaders and teams. Successful brands regularly leverage this understanding to deliver […]

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The Insurance Industry Is A Prime Target For AI Technologies And Solutions

Gordon Barnett March 21, 2018

In their quest to become digital insurers, insurance carriers have a revolutionary opportunity to improve their businesses with new and emerging artificial intelligence (AI) technologies. It is certainly a balancing act to find that perfect peanut butter-and-jelly combination of operational efficiency and customer engagement, however I believe many insurance carriers to be up to the […]

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CIOs: Use CX Principles To Improve Your IT Brand

Matthew Guarini March 21, 2018

Customer-obsessed businesses recognize how customer experience (CX) strategy can help meet rising client expectations in the Age of the Customer. But few have realized the potential for CX to improve the experience of their “internal” customers: employees. CIOs have the power to drive considerable improvements in employee experience by implementing CX strategy within their tech […]

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Avoid These Top CX Misconceptions

Rick Parrish March 19, 2018

To provide great CX reliably and efficiently, companies must master the six competencies of customer experience management (CXM): research, prioritization, design, enablement, measurement, and culture. Unfortunately, common misconceptions can cause even the most experienced CX professionals to stumble along the path to CXM maturity. In our new report, Avoid These 14 CX Misconceptions, my colleagues […]

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Salesforce Nicely Rounds Out Its B2B CRM With CloudCraze

Kate Leggett March 14, 2018

On March 12, Salesforce announced its intent to acquire CloudCraze, a B2B eCommerce application. This savvy and long-anticipated move nicely rounds out its broad CRM portfolio and supports B2B customers through their engagement journey. This eCommerce application is a fundamentally different one than Salesforce’s  B2C eCommerce acquisition of Demandware. This is because B2C engagement is […]

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Drive Great Customer Experience With Three Workforce Investments

Ananda Chakravarty March 6, 2018

  Retailers recognize and are investing in the link between great associate experiences and great customer experiences. They are enhancing the employee’s ability to engage customers better by providing training and education, implementing technologies to make the associate’s job easier, and some retailers like Walmart are even increasing associate wages. Retailers understand that by creating […]

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