employee engagement

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Predictions 2019: Automation Will Become Central To Business Strategy And Operations

J.P. Gownder November 6, 2018

Automation will be central to the next phase of digital transformation, driving new levels of customer value such as faster delivery of products, higher quality and dependability, deeper personalization, and greater convenience. Last year, Forrester predicted that automation would reach a tipping point — altering the workforce, augmenting employees, and driving new levels of customer value. Since then, […]

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Predictions 2019: Employee Experience Moves To Center Stage

Samuel Stern November 5, 2018

Companies and executives are paying attention to employee experience as never before. There are good reasons for this attention. Chief among them is the historically low unemployment rate, which gives employees options that they are taking advantage of. Employees are quitting their jobs at the fastest rate since 2001.[i] What’s more, companies that care about […]

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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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Mobile In-Store Retail Delivers Service, Efficiency, And Convenience

Ananda Chakravarty June 15, 2018

In-Store Mobile Delivers Service, Efficiency, and Convenience. Customer service through associate-assisted mobile scanning and checkout. Operational efficiency through associate mobility. Customer convenience through self-service mobile checkout.

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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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Augmenting Employee Performance With AI And Other Technologies

J.P. Gownder February 13, 2018

In a major new research report, The Technology-Augmented Employee, I take on a problem that’s vexing CIOs and government leaders alike. In aggregate, US companies face a productivity paradox: Despite billions of dollars invested in technology, growth in employee productivity has slowed since 2004. Even though global technology spending will for the first time pass […]

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#NRF2018's Focus On Customer-Associate Engagement

Ananda Chakravarty January 22, 2018

At the packed NRF Big Show #NRF2018 in New York last week, many retailers looked at vendors touting new tech, including AI, AR/VR, and more, all in the name of improving customer experiences. But most of those same retailers know that, before leaping into that arena, they first need to bring existing systems up to […]

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What Chief Customer Officers Talk About Over Dinner

Harley Manning December 11, 2017

For a CX transformation effort to go beyond the small and tactical, organizations need an executive in charge of leading the effort. Although these senior leaders go by various titles, the most common is still Chief Customer Officer (CCO). That’s why I was immediately interested when Dell’s CCO Karen Quintos, and her Dell Technologies colleague […]

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Four Reasons Retailers Need to Invest In People

Ananda Chakravarty October 30, 2017

Four reasons to invest in store labor Labor was 43% of retail operating expenses based on our last US census data, but retailers haven’t been spending more on employee training [1].  A 2016 training industry report shows only 32% of those surveyed in retail are increasing their training budgets [2].  In addition, retail customers aren’t thrilled […]

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Human + Machine: Forrester’s CXSF Forum, 10/19 - 10/20

Harley Manning October 3, 2017

Forrester’s CX team is putting the final touches on Human + Machine, our customer experience forum in San Francisco for 2017.  This year we shine a spotlight on how AI can improve customer experience. That includes both how companies innovate with AI today, and the most exciting opportunities for tomorrow. We’re starting out with a case […]

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Drive Creativity And CX Innovation With Employee Empathy

Jennifer Wise September 29, 2017

The Case For Customer Empathy… Hubspot’s INBOUND 2017 slogan emphasized “Empathy.” My expectation: it would make the case to the 21,000 people in attendance that customer empathy is critical to their engagement efforts. I was for it — it’s something my research focuses on, and is something we in the CX and UX field try […]

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Enterprise Service Management Drives Engagement

Charles Betz August 2, 2017

Enterprises deliver services poorly, especially to themselves. From onboarding employees to approving contracts, when you need someone else’s help, the results are often dismal. “Send an email to our shared Inbox so we can ignore it” is too often the default. This won’t work in the Age of the Customer. Your employees are full participants in […]

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The Data Digest: Putting The "Work" In Social Network

Anjali Lai June 16, 2016

We’re all guilty of falling prey to the lure of social media and losing hours to it. But there’s little doubt that social networking also encourages collaboration, creativity, and productivity – especially if it’s used for work. When Microsoft made history this week by announcing its $26.2 billion acquisition of LinkedIn, Jeff Weiner argued that […]

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Customer Obsession Is An Employee Engagement Strategy, Too

Samuel Stern February 23, 2016

CX pros: What’s better than delivering experiences that delight customers? Doing so, while helping your colleagues feel more engaged with their work. That’s a nice thought, and few would dispute the importance of engaging employees to deliver better experiences. In fact, most execs have internalized the ideas laid out more than 20 years ago in […]

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Communication Is Key For Any Relationship

Tom McCann October 21, 2015

This is a guest post by Erna Esa, a Research Associate on the Customer Experience team based in Sydney. In the movie Love Actually, the chemistry between an Englishman (played by the very dashing Colin Firth) and a Portuguese housekeeper (Lúcia Moniz) was evident — but not having the tools to communicate in each other’s […]

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The Data Digest: Emotional Connections, Engaged Employees, And Better Business Results In Asia Pacific

Anjali Lai May 1, 2014

When Satya Nadella assumed his role as CEO of Microsoft, he shared a profound statement in a companywide email: “I truly believe that each of us must find meaning in our work. The best work happens when you know that it’s not just work, but something that will improve other people’s lives. This is the opportunity that […]

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Apply Customer Experience Methods And Technology To Workforce Experience Goals

Forrester August 21, 2013

In a recent blog post, I hypothesized that customer experience and workforce experience are two sides of the same coin. For me, it was captured perfectly during a recent research interview with Blair McHaney, Gold’s Gym franchise owner and user of Medallia customer experience management tools. He said, “Your customer experience will be less than […]

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Workforce Experience And Customer Experience: Two Sides Of The Same Coin

Forrester May 21, 2013

In case you haven’t noticed, the world of work is changing — people are more mobile, teams are more virtual, organizational structures are more fluid, work hours are more flexible, and offices have more ping-pong tables, latte machines and bring-your-dog-to-work days. In exchange for the more casual and flexible approach to when, where and how […]

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Lessons From A CIO Forum Conversation On Employee Engagement

TJ Keitt May 7, 2013

Yesterday afternoon, I moderated a panel on the role the IT department can play in the business's employee engagement efforts. Any follower of this blog knows that this is a topic I've talked about a lot lately (see previous posts here and here) because hiring, developing and retaining talented and productive employees is critical in […]

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Engaged Employees Expect IT Leaders To Understand Their Needs

TJ Keitt April 17, 2013

My colleague Simon Yates and I have spent a good bit of time recently discussing the role of IT in creating engaging experiences for employees. We've proposed that IT leaders concern themselves with helping business leaders convert that engagement into productive actions that achieve positive business outcomes, like good customer experiences and employees advocating for […]

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