Forrester eCommerce

NOVEMBER 1, 2022

Amidst a flurry of C-level leaders declaring that their organizations are currently or are becoming customer centric, customer experience (CX) leaders face their biggest battle yet: Making leaders in their organization aware of the damaging shadow they cast on efforts to become more customer obsessed.

Customer Experience 195

Customer Experience Customer 195

Forrester eCommerce

NOVEMBER 27, 2019

Every few years, we round up examples of customer experience (CX) champions (or “ambassadors”) programs: programs that enable CX teams to broaden their reach by training employees or leaders in CX best practices and/or formalizing their roles in CX project implementation.

Customer Experience 285

Customer Experience Customer 285

Forrester eCommerce

SEPTEMBER 10, 2018

In Episode 154 of CX Cast (subscribe!), we were excited to have our colleague, Principal Analyst Emily Collins join us to talk about loyalty programs, and their influence on customer experience. Here are 5 things I learned during our conversation: Airlines started it.

Improvements 170

Improvements Customer Experience Customer 170

Forrester eCommerce

NOVEMBER 10, 2023

Humans are adaptable. We adapt to new technology very quickly. Maybe increasingly quickly if I think about my own career from implementing ERP on Windows 95 to embracing the internet in a late nineties dot-com to evangelizing mobile in the noughties, all they way to today when we get to generative AI. A year ago […]

Mobile 410

Mobile Technology Customer Experience Customer 410

Forrester eCommerce

JANUARY 10, 2024

Every year we at Forrester put our heads together and look at what trends we are seeing, what our data and forecasts are telling us, what we are hearing in inquiries and interviews and gaze into the metaphorical crystal ball to try and give some advice on what to expect in the coming year. We […]

Customer Experience 264

Customer Experience Customer 264