real-time CX
It’s no longer enough to measure customer sentiment retrospectively. At a time of stagnating CX performance, prioritizing real-time CX — capturing in-the-moment feedback and using it to continuously improve — is key to brand differentiation.
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Invisible Experiences: Anticipate Customer Needs With Real-Time Interaction Management
Imagine having a butler who anticipates and serves your needs. Just as Alfred faithfully supports Batman, your personal assistant earns your trust through silent understanding. Now think of this relationship in terms of your experiences with brands. Do those experiences feel invisible and immersive? In Gotham City, Alfred ensures that Batman’s utility belt is always […]
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Three Last-Minute Tips To Make Retail Customer Service Merry And Bright
During the holiday retail crunch and last-minute scramble, read Forrester’s tips to ensure a merry customer service retail season.
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Planning Guides 2024: Customer Experience
Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
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AI And B2B Marketing: Three Opportunities And Challenges To Ponder
In the most promising areas of AI impact in B2B marketing, prudence, too, is advised as marketers explore use cases.
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Concentrix Acquiring Webhelp: Setting The Stage For A Two-Horse Race In Contact Center Outsourcing
Yesterday, Concentrix announced that it is entering into negotiations to acquire Webhelp for $4.8 billion, with the transaction expected to close by end of year. This is, of course, quite the acquisition! Webhelp is a well-established player in the contact center outsourcing space (especially in EMEA) and will provide Concentrix with the global coverage they’ve […]
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Companies Have Agnosia About Experiences
We found that agnosia quite nicely describes what is happening with companies’ efforts around experience. Their inability to identify you as the same individual after having repeatedly interacted with them as a customer and user and employee over a period of time, might cause you to question your sanity when interacting with them.
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B2B Content: Experimentation Means Bold Bets And Cold Sweats
Optimizing the customer experience — a top priority for B2B organizations — requires dramatic improvements to the content engine. To build for the future, organizations will make bold bets, experimenting with AI to deliver contextual, personalized experiences.
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Each week, the CX Cast brings you the latest news and cutting-edge tactics making waves in customer experience.
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Consumer Personalization And Dating Have Much In Common
Maintaining positive brand-consumer relationships and personalizing consumer experiences takes work. In the end, you could be rewarded with long-term loyalty or you may be left with little to show for your efforts. In many ways, it’s like dating. Cultivating relationships requires time and patience along the journey: Pre-purchase (courting). People are wary when dates and […]
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CX Leaders Are Overly Optimistic About Their 2023 Budgets
In this challenging economic climate, CX leaders must invest to maximize the ROI of their CX programs. Those who don’t will find their budgets slashed — especially if economic troubles persist.
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Emotional Quality Of Experiences: The 2022 CX Index Bright Spot
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.
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Assess Your Company’s DX Strategy With Forrester’s Emerging Technology Survey
Assess your company’s DX strategy with Forrester’s Emerging Technology Survey. And see what we learned from execs in our last iteration of this research.
Blog
ACI ASQ Surveys + FeedbackNow = A Quest To Improve Real-Time Customer Experience
Collecting solicited feedback at the exact time passengers live the experience is the only way to truly assess the quality of that experience as it moves through all touchpoints of their journey. ACI and FeedbackNow are committed to enabling this so CX leaders can improve the passenger experience.
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Airport Data Validates Need For Real-Time Customer Obsession
Airports and travel companies need to know that the desire to travel may never return to 100%; capturing the market that remains will depend on going above and beyond to provide health safety comfort. Learn how real-time feedback can help.
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Real-Time, Contactless Feedback During The Pandemic
FeedbackNow by Forrester has launched new contactless feedback solutions so companies can measure and adjust their customer experiences in real-time throughout the pandemic.
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Virtual Event Momentum Will Move Strategy And Tech Forward Rapidly
B2B marketers are turning to virtual event solutions as an alternative to physical conferences and meetings during the coronavirus pandemic. Successful marketers start with strategy and define the customer experience they want their online events to deliver. Technology supports this but is ineffective without a solid strategy and set of customer experience goals.
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Executives Really Must Walk In Their Customers’ Shoes
Back when I was a customer experience (CX) practitioner, I regularly found myself reminding stakeholders up and down the organization that, just because they may have never experienced something, it did not mean that it wasn’t happening to our customers. It would be followed up with me encouraging them to adopt an outside-in perspective and […]
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Want To Be A CX Leader? Work With Your CIO To Deliver End-To-End, Real-Time CX
To achieve superior customer experiences, CX leaders and CIOs must collaborate. Learn why.