customer experience

Customer experience is a key driver of loyalty, satisfaction, and revenue. Mastering it is a complex and ever-changing proposition. Forrester’s insights aid organizations to succeed with customer experience.

Insights

Blog

Elements Of Reputation: Traits That Indicate A Thoughtful Tech GTM Strategy

Abhijit Sunil 7 days ago
Evaluating a vendor's go-to-market strategy can provide some key insights for technology buyers.
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Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Brigitte Majewski January 13, 2020
AI, Privacy, And Transparency Dominate The Marketing Discussion At CES 2020 Rather than trolling the floor of the more than 4,400 exhibits at this year’s Consumer Electronics Show (CES) looking for the technology of the future, Jay Pattisall tried something different: listening to the conversations of marketers and agency executives for hot issues. Artificial intelligence […]
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Predictions 2020

Discover the dynamics that will define 2020 and beyond.

Blog

How Leading Government Agencies Are Raising CX With Tech-Driven Innovations

James Staten January 9, 2020
Get practical advice on how government agencies can improve CX by leveraging emerging technology and innovation.
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Blog

What I See Coming For The Channel In 2020

Jay McBain January 7, 2020
  Preparing for this year’s list of future channel trends has been an immersive experience, to say the least. In 2019, I was able to talk to 497 companies one on one about their channel strategy and programs, including 130 of those face to face. I received 78 briefings from the technology companies that are […]
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Blog

What Makes A Payments App Successful?

Arnav Gupta January 2, 2020
Excellence in digital experience is fast becoming a nonnegotiable expectation that customers have of a brand. The thing about expectations is that once they rise, they become par for the course. Payments apps are no exception! We recently analyzed eight apps from Indian payments providers. We found that with the next-to-zero cost of switching in […]
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Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Brigitte Majewski December 23, 2019
Thanks for checking out the last FORRward perspective for 2019. We’ll be back in 2020 with more fresh ideas and thoughtful commentary. Wishing everyone a wonderful holiday! Healthcare CIOs Are Pushing US Congress To Block Patient Data Sharing Across Mobile Apps The College of Healthcare Information Management Executives (CHIME), representing more than 3,200 CIOs and […]
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Blog

AI Is A New Kind Of Creative Partner

Thomas Husson December 20, 2019
It's not about machines taking over. Rather, it’s about using intelligent technology to augment humans' capacity to create and execute ideas.
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The Future of CX

The spotlight will shine on CX as brands wrestle with disruption. Is your firm ready?

Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Brigitte Majewski December 16, 2019
Product Security Takes Center Stage As Attackers’ Livestream Ring Devices Harass Users The astronomical success of Ring’s opt-in surveillance products took a dark turn over the last week when attackers began reusing credentials to gain access to the devices and harass families. The devices themselves were not compromised; instead, attackers reused passwords from accounts without […]
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Blog

The Right Way To Prioritize Customer Experience Projects

Harley Manning December 16, 2019
Prioritizing CX projects can be relatively easy — if the CX team sets up its measurement program to populate a simple but effective prioritization model.
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Video

Beyond ERP: How Digital Operations Platforms Make Or Break The Customer Experience

Liz Herbert December 15, 2019
Strong customer-facing experiences are fruitless until you tie them to back-end operations. Learn how new digital operations platforms (DOPs) will bring enterprise experiences to levels ERP never could.
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Blog

Do You Recruit Bad Employees As A Matter Of Policy?

Amit Bhatia December 10, 2019
No organization purposefully recruits bad employees. But a bad employee experience can turn any worker into poor performer. Learn more.
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Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Brigitte Majewski December 9, 2019
Embracing gender evolution; hyperscale cloud emerging tech partnerships; healthcare innovation award winners.
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Real-Time CX

It’s a reality. Discover the new FeedbackNow.

Blog

The One-Sentence Business Case For Customer Experience

Harley Manning December 9, 2019
Almost all CX professionals make the same exact mistake when asking for money. Discover what it is and how to avoid it by using a one sentence business case.
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Blog

Twenty Mobile Trends For 2020

Thomas Husson December 8, 2019
Fifteen developments we expect to see in the coming year — along with five that won't come to pass.
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Blog

2020 Marketing Trends

Thomas Husson December 6, 2019
VP and Principal Analyst Thomas Husson shares five predictions expected to impact CMOs and B2C/B2B marketers in Europe in 2020.
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Blog

Retailers: Make Your Website Accessible Or Leave Money On The Table

Gina Bhawalkar December 4, 2019
Only a tiny fraction of websites get accessibility right. Learn how to ensure your online experience doesn't freeze out would-be shoppers.
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Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Brigitte Majewski December 2, 2019
LVMH Acquires Tiffany & Co.: Why It’s A Prudent Match LVMH (Moët Hennessy – Louis Vuitton SE) is acquiring Tiffany & Co. for approximately €14.7 billion (or $16.2 billion). For LVMH, this will strengthen its presence in the US market and position in the jewelry category. For Tiffany & Co., it presents an opportunity to […]
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Findings From The US CX Index™ 2019

Read key insights about the state of US customer experience.

Blog

How To Prove That Fixing Customer Experience Problems Cuts Costs

Harley Manning December 1, 2019
Learn a simple method for achieving financial results with CX.
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Blog

Define New Relationships With CX Champions Programs

Angelina Gennis November 27, 2019
Learn how using CX champions can help your program.
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Blog

The US Federal Customer Experience Remains Weak And Uneven In 2019

Rick Parrish November 25, 2019
Federal agencies are struggling with CX, despite a mandate from the White House. Uncover key areas where improvement could make an impact at your agency.
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