Drive Revenue With Great Customer Experience

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The US Health Insurance Customer Experience Index, 2017

Kate McCarthy October 4, 2017

Health Insurers’ CX Leaves Room For Improvement, For Customers And Revenue Today, only two things predict whether someone will buy your insurance or your competitor’s: 1) is my doctor covered? and 2) price. (See endnote 1) So why should US health insurers care about how they measure on customer experience? Because customer experience leaders grow […]

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The US Customer Experience Index For 2017: CX Quality Worsened

Rick Parrish September 27, 2017

This year’s Customer Experience Index report for US brands revealed a CX leadership gap — not a single brand has risen to the top of our rankings and continued to move upward. The report is based on Forrester’s CX Index™ methodology, which measures how well a brand’s CX strengthens the loyalty of its customers. We revealed the […]

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Culture Transformation — The Potential And Purpose

What It Means September 14, 2017

Forrester Analyst Sam Stern discusses the linkage between culture change and purpose — and how companies can overcome the challenges of culture transformation. Featuring: Sam Stern, Principal Analyst Show notes: Culture is fuel — it has the potential to harness the full power of human capital to deliver on a purpose and brand promise. Done well, […]

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Make The Case That CX Transformation Is Both Important And Urgent

Maxie Schmidt August 17, 2017

Customer experience (CX) is finally gaining the attention it deserves, with 84% of companies seeing CX as a higher priority than they did two years ago. But there’s a disconnect when it comes to executing CX transformation, and the underlying issue is a lack of executive buy-in. In this on-demand webinar, the two of us […]

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The Decline Of Consumer Trust And What To Do About It

What It Means August 10, 2017

Forrester Senior Analyst Tom Champion discusses the decline of consumer trust and how companies can rebuild brand equity with transparency, integrity, and competency. Featuring: Tom Champion, Senior Analyst Show notes: The consumer climate is rife with cynicism and distrust, especially toward institutions. This natural — but heightened — sense of distrust has spilled over into commercial […]

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The Power Of Defining Moments

What It Means June 29, 2017

Bestselling author and Stanford professor Chip Heath examines how identifying and building “defining moments” is changing the game for experience design and financial performance. Featuring: Chip Heath, Professor of Organizational Behavior, Stanford University Show notes: People act and think differently in corporate settings. As businesspeople, we are wired for control, predictability, and problem solving. But what […]

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Carnival Corporation's Experience Revolution

What It Means June 8, 2017

Carnival Corporation’s Chief Experience and Innovation Officer John Padgett shares how Carnival is using technology to revolutionize the way we travel. Featuring: John Padgett, Chief Experience and Innovation Officer, Carnival Corporation Show notes: Vacations are inherently a personal experience: where people go, the experiences they have, and the memories they make. That very human idea sparked […]

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Rethinking Customer Loyalty

What It Means March 16, 2017

Forrester Analysts Emily Collins and Rick Parrish examine the changing — or eroding — state of customer loyalty, as aged loyalty programs are misfiring against customer priorities and companies struggle for the hearts, minds, and spend of empowered, restless customers. Featuring: Emily Collins, Senior Analyst and Rick Parrish, Principal Analyst   Show notes: Today’s consumers are less loyal […]

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The Economics Of CX

What It Means March 2, 2017

Forrester Principal Analyst Maxie Schmidt-Subramanian reveals the powerful (potential) relationship between customer experience (CX) efforts and financial performance — as well as the challenges many are facing to convert on that opportunity. Featuring: Maxie Schmidt-Subramian, Principal Analyst Show notes: It seems simple enough: deliver great customer experiences and your business will do well. Yet more than […]

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The New Business Of Emotion

What It Means February 24, 2017

James McQuivey, Vice President and Principal Analyst at Forrester, delves into the recent discoveries on how emotion really works and what it means for your brand and customer experience design. Featuring: James McQuivey, VP, Principal Analyst

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A Closer Look at the Monetary Value of Emotion

Victor Milligan September 21, 2016

Human beings are emotional. The chemical reactions that trigger emotions determine our feelings toward a brand and our likelihood to spend. This fundamental, primal relationship is baked into how humans operate; however, it is not yet baked into how most companies operate. Initial CX efforts gave us better insights into customer journeys across digital, physical, […]

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The US Customer Experience Index For 2016, Part 3: Emotion Holds The Key To CX-Fueled Loyalty

Roxana Strohmenger August 5, 2016

Over the past two weeks, my colleagues Harley Manning and Rick Parrish have discussed the rising tide of CX quality, stagnation among top brands, and CX-fueled digital disruption in the results of our US 2016 Customer Experience Index™. In this post, I’ll explore another big finding from our research: The way an experience makes customers feel has a […]

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The US Customer Experience Index for 2016, Part 1: The Bar for CX Quality Inched Up

Harley Manning July 18, 2016

It’s time for one of Forrester’s big annual events: The publication of this year’s Customer Experience Index report for US brands. The report is based on Forrester’s CX Index™ methodology, which measures how well a brand’s customer experience strengthens the loyalty of its customers. We use this methodology to create an annual benchmark of CX […]

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Don’t Let Volatile Markets Scare You Away From Customer Experience Investments

Harley Manning March 8, 2016

If you like horror shows, forget The Walking Dead and check out global markets: In 2016, US stocks got off to their worst start ever. Oil prices are in the toilet — taking oil company stocks with them — and neither looks to fully recover any time soon. Of course, both of these Nightmares on Wall […]

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You Can't Afford to Overlook Your Customers' Emotional Experience

Megan Burns July 22, 2015

In 2014, Forrester analyzed CX Index data to see which of the three dimensions of CX quality matters most to customer loyalty – effectiveness, ease, or emotion. We found that emotion, how an experience makes the customer feel, has a bigger influence on their loyalty to a brand than either of the other two factors. […]

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Better Customer Experience Correlates With Higher Revenue Growth In Most Industries

Harley Manning July 15, 2015

Does customer experience really matter to business success — or is CX just the latest flavor of hype? Recently, Forrester completed a six-month research effort aimed at answering that question by examining the relationship between superior customer experience and superior revenue growth. Why did we pick revenue growth as the measure of business success? Because […]

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Customer Experience Rooms: What Are They? Should Your Company Create One?

Samuel Stern June 13, 2014

In the age of the customer, companies must transform their cultures from product-centric to customer-centric. But that is easier said than done. Customer centricity requires all employees to understand who their customers are, how customers perceive their interactions with the company, and the roles employees play in delivering the overall experience. Customer experience (CX) rooms — immersive, […]

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Boom! Wow, Wow, Wow, BOOM!! Does Your Customer Experience Have A Dramatic Arc?

Kerry Bodine April 2, 2012

Think about your favorite action movie. Raiders Of The Lost Ark. The Matrix. Any James Bond flick. What do they have in common? A storyline that goes something like this: In the first few minutes, you’re drawn into a short chase or adventure — something that immediately gets your heart pounding. It builds up quickly […]

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