Forrester eCommerce
FEBRUARY 24, 2021
Our research shows that Customer Experience (CX) leaders grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products. Age of the Customer customer experience customer experience index (CX Index
Forrester eCommerce
SEPTEMBER 5, 2018
Forrester’s 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers. This is not a question of delighting customers as an endgame or some fluffy sense of emotional attachment; this is a crass and clear story of financial risk. automotive banking customer emotion customer experience customer experience index (CX Index) emotion Insurance loyalty retail
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Forrester eCommerce
OCTOBER 22, 2020
I’ve always enjoyed Forrester events, both as a customer more than a decade ago, as an analyst presenting, and as a research director acting as MC. One of the things I was most looking forwards to in 2020 as I returned to focus on our European consumer research was CX EMEA.
Forrester eCommerce
MARCH 1, 2021
If you are a Customer Experience (CX) leader, you need an effective CX measurement programme. Because you need to determine whether your organisation is succeeding in delivering experiences that drive business results (ROI).
Forrester eCommerce
NOVEMBER 26, 2018
I didn’t want to leave 2018 without noting a milestone for all of us here at Forrester who cover customer experience. It was 20 years ago, all the way back in September of 1998, when we inaugurated our customer experience research by publishing our first report about CX. That report, “Why Most Web Sites Fail,” […].
Forrester eCommerce
NOVEMBER 4, 2021
Forrester has launched a new feature in its FeedbackNow platform that lets brands move into the predictive era of customer experience. Learn more here.
Forrester eCommerce
OCTOBER 26, 2021
In 2022, brands will look to customer experience teams to help them navigate their way through the pandemic. customer experience management Customer Experience Measurement Customer Experience Strategy Europe predictions
Forrester eCommerce
SEPTEMBER 21, 2021
European organisations are under-investing in customer experience as they see CX improvement as a lower priority than their global peers. Age of the Customer customer experience Europe
Forrester eCommerce
MARCH 16, 2020
Read the three essentials of customer experience that every organization should prioritize during the ongoing COVID-19 pandemic. age of the customer customer experience customer experience management pandemic promoted special report
Forrester eCommerce
SEPTEMBER 8, 2021
As consumers are are less restricted by channels, organisations must follow suit and create a hybrid customer experience. Age of the Customer customer experience Customer Experience Strategy Europe
Forrester eCommerce
NOVEMBER 19, 2020
Age of the Customer Customer Experience Measurement digital business omnichannel customer experience pandemic Retail Customer Experience digital digital retail omnichannel retail UK
Forrester eCommerce
NOVEMBER 22, 2021
The new PMA has three priorities: employee experience, customer experience, and managing the business of government. Age of the Customer customer experience customer experience management customer obsession government
Forrester eCommerce
AUGUST 27, 2020
Forrester’s Canada Customer Experience Index 2020 reveals the scores of 147 brands across 12 industries. The CX Index survey was still in the field during the beginning of the COVID-19 pandemic, providing us a unique opportunity to examine how customers’ perceptions changed.
Forrester eCommerce
OCTOBER 23, 2020
In 2021, the pandemic will affect customer experiences and the CX profession even more than it has in 2020, especially in terms of trust, safety, and inclusion. Get a preview of our customer experience predictions for 2021.
Forrester eCommerce
JULY 10, 2018
Measuring and refining customer experience is about long-term strategy, not raw takes on what’s happening now. Forrester’s Customer Experience Index shows that most companies are stuck at “poor” or “very poor” levels […]. When I first saw buttons at Heathrow that let travelers give instant feedback on how they were feeling, I laughed.
Forrester eCommerce
FEBRUARY 11, 2019
After New York City, San Francisco, Sydney, Singapore, and London, Forrester hosted its first event dedicated to customer experience in Paris, France. age of the customer B2C marketing chief marketing officer (CMO) customer experience employee experienceIt was a great pleasure for me to host about 150 leaders in a unique venue, the Parc des Princes (PSG’s football stadium!!), for a networking event to discuss CX trends and best […].
Forrester eCommerce
SEPTEMBER 2, 2019
Weak Government CX Harms Mission Performance As customer expectations keep rising, governments around the world struggle to improve customer experience (CX). In 2018, Australian government customer experience was weak compared to the private sector — mirroring what we see in the US, where most federal agencies had scores that were poor or very poor.
Forrester eCommerce
FEBRUARY 26, 2021
Customer Experience (CX) excellence will be sorely needed in 2021. Age of the Customer customer experience Customer Experience Strategy
Forrester eCommerce
MARCH 17, 2021
There are privacy risks in customer experience measurement. Today, protecting your customers’ and your employees’ privacy is key. Age of the Customer customer experience Customer Experience Measurement Customer Experience Strategy Europe marketing & privacy
Forrester eCommerce
JUNE 29, 2021
Even before the pandemic organizations, across industries, have been grappling with how to manage customer experiences across physical and digital touchpoints. Age of the Customer customer experience digital business Retail Trends store of the future
Forrester eCommerce
OCTOBER 5, 2020
Since 2018 Forrester tracks how customers rate their experience with some of the biggest brands in banking and insurance. Age of the Customer customer experience customer experience index (CX Index
Forrester eCommerce
JULY 15, 2019
Modest Gains Amidst Stagnation Give Canadian CX Its Best Year Yet Forrester’s 2019 Canada Customer Experience Index (CX Index™) reveals that the overall quality of the Canadian customer experience rose by 1.2 age of the customer customer emotion customer experience customer experience index (CX Index) customer experience management customer experience maturity customer experience measurement promoted
Forrester eCommerce
MARCH 18, 2021
Despite COVID-19, customer experience measurement improvement at leading companies continued in 2020 and led to business growth. Age of the Customer Customer Experience Measurement Customer Experience Strategy Data Analysis data mining and collection promoted
Forrester eCommerce
APRIL 25, 2022
Organisations are not always fully in control of all of their customer’s experiences. Age of the Customer Channel Partners customer experience Customer Experience Strategy omnichannel customer experience
Forrester eCommerce
MARCH 15, 2022
Luxury brands continue to grapple with their evolving digital go-to-market strategies in the face of ingrained traditions, placing a premium on the in-store customer experience.
Forrester eCommerce
SEPTEMBER 8, 2021
As consumers are are less restricted by channels, organisations must follow suit and create a hybrid customer experience. Age of the Customer customer experience Customer Experience Strategy Europe
Forrester eCommerce
JUNE 8, 2018
What are the CX trends that will impact customer loyalty and help you build competitive advantage? Look at what China reveals about the future of customer experiences. age of the customer customer experience Innovation China Customer Experience (CX) future innovation trendsUntil only a few years ago, most CX pros would have scoffed at talks of China as an innovator. But this has changed at breathtaking speed. Today, China […].
Forrester eCommerce
JULY 21, 2021
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.
Forrester eCommerce
JUNE 11, 2019
Forrester's US CX Index 2019 results reveal that the overall quality of the US customer experience rose by an anemic 0.4 customer experience customer experience index (CX Index) promotedpoints, to 70.2.
Forrester eCommerce
MARCH 18, 2019
Each year, based on a survey of your customers, Forrester releases results of its Customer Experience (CX) Index. The methodology measures how well a brand’s customer experience strengthens the loyalty of its customers and ultimately drives business growth. age of the customer customer experience index (CX Index) online retail retail Customer Experience (CX) cx index digital retail
Forrester eCommerce
AUGUST 2, 2021
just named company veteran Manu Steijaert as its first global chief customer officer, who will lead a new customer-experience team. The team will combine operations in data analytics, digital customer engagement, marketing, restaurant development and restaurant solutions.
Forrester eCommerce
JULY 18, 2019
Eighty percent of marketing decision makers say that improving their customers’ experience is their top priority (it falls second place to “grow revenue” in popularity — 87% of marketing leaders call that their top imperative), yet our research shows that customer experiences (CX) aren’t getting better — even though there seems to be increased emphasis (and […]. age of the customer
Forrester eCommerce
DECEMBER 1, 2019
age of the customerThere’s an alternative approach to proving the economic value of CX, and it has some advantages: The math is simple and it’s hard to argue against. What’s more, you’ll be measuring something that executives like in good times and love in bad times: cost savings.
Forrester eCommerce
MARCH 31, 2020
Customers believe they are engaging with one unified brand or organization, regardless of the device or touchpoints that they use. Retailers must ensure the continuity of information and resources across digital and store touchpoints — or risk losing customers to competitors that do.
Forrester eCommerce
APRIL 13, 2020
The perfect experience for your customers is the one that fulfills your brand promise in a way that’s meaningful to them. That’s why simply copying experiences that work for other companies is worse than a dead end: It can lead to well-intentioned efforts that damage your brand.
Forrester eCommerce
MAY 21, 2019
Employee engagement is critical for customer experience. age of the customer culture digital transformation employee engagement employee experience human resources management applications
Forrester eCommerce
DECEMBER 10, 2021
Average Federal CX Ekes Out A New High, Still Trailing The Private Sector It’s a new White House priority to provide “excellent, equitable, and secure federal services and customer experience.”
Forrester eCommerce
OCTOBER 18, 2021
Forrester surveyed customers of the 32 of the largest and most important auto and home insurance brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Auto And Home Insurers Customer Experience Index, 2021.
Forrester eCommerce
MAY 16, 2018
age of the customer B2B marketing content marketing digital marketing B2B B2B Marketing customer experience customer obsession differentiation Marketing strategic messaging“To survive in a world of ‘killer competition,’ you can either distinguish yourself from your competitors or offer the lowest price.”
Forrester eCommerce
OCTOBER 25, 2021
A great digital experience starts with the basics: a strategy for omnichannel engagement; great design; personalized, yet trustworthy, experiences; and, of course, the technology and operations to support it. Age of the Customer
Forrester eCommerce
JUNE 26, 2018
Superior customer experience (CX) helps foster loyalty and, at the end of the day, CX leaders grow revenue faster than CX laggards. However, we found that most retailers continue to struggle at delivering great experiences to their customers. age of the customer customer experience customer experience index (CX Index) online retail retailThe barrier has never been lower for retail shoppers to compare offerings and try new companies.
Forrester eCommerce
DECEMBER 16, 2019
The good news is that picking the right projects and doing them in the right order can be relatively easy – provided the customer experience team sets up their measurement program to populate a simple but effective prioritization […]. age of the customer
Forrester eCommerce
NOVEMBER 27, 2019
age of the customer Customer Experience (CX) customer experience index employee experience Holiday holiday season retail retail series User Experience (UX This blog post is part of Forrester’s Holiday 2019 retail series.
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