Forrester's Customer Insights

MARCH 28, 2024

Yet a vast majority of these skeptics will use (and love) genAI during 2024, whether they know it or not. As is often the case with poorly understood tech that promises to change the world, consumers worry about its ethics and human impact. Like it or not, know it or not, genAI will seep into […]

2024 66

2024 Consumers B2C B2B 66

Alida

JANUARY 11, 2024

Your insights program is humming along like a precision engine. Leadership recognizes your team for saving money, improving customer satisfaction, and helping to set the company’s direction. Imagine yourself at this time next year. New products are exceeding their targets after being shaped and named by studies you ran.

2024 130

2024 Innovation Leadership Customer Satisfaction 130

SurveySparrow

FEBRUARY 18, 2024

You can block multiple responses, customize landing pages, and prompt agents for follow-ups, enhancing engagement and response rates. Reporting and Analysis Gain actionable insights with the full out-of-the-box reporting suite and real-time mission control dashboard. This ensures high response rates and timely insights.

2024 52

2024 Multi-Channel E Commerce Tourism 52

SurveySparrow

FEBRUARY 22, 2024

Moreover, personalized experiences can lead to increased customer lifetime value. Here are some tips to help you personalize the customer experience. Analytics and Reporting: Gaining Insights into Customer Behavior We learned about the importance of personalization, and for that, you need to analyze the customer data.

Customer Retention 52

Customer Retention 2024 E-support Loyalty Programs 52

InMoment XI

FEBRUARY 5, 2024

This can be a powerful motivator for potential customers who are considering a purchase or service. Customer Insights: Reviews offer businesses insights to the emotions and experiences of their customers. This can help identify pain points and lead to making decisions that positively impact the customer experience.

2024 260

2024 Competitive Advantage Consumers Feedback 260

SurveySparrow

MAY 3, 2024

Its advanced analytics is very handy, providing deeper customer insights. Enhanced Customer Experience Using Salesforce survey tools, you can connect directly with your customer at key touchpoints. Further analysis of this feedback can provide insight into where your business needs improvements.

2024 52

2024 Demo Events Feedback 52

Forrester's Customer Insights

MAY 8, 2024

IHH Healthcare Singapore wins Forrester’s 2024 APAC Customer-Obsessed Enterprise Award, which recognizes organizations that are delivering outstanding customer experiences to accelerate business outcomes.

2024 32

2024 Healthcare Customers Customer Experience 32

Forrester's Customer Insights

FEBRUARY 7, 2024

This year, in 2024, the economy […] The recession-to-be did not materialize, and the economic outlook wasn’t half as bad as consumers would have you believe. Yet notes from the post-pandemic blues keep wafting in the air no matter the macroeconomic drumbeat.

2024 32

2024 Consumers 2023 Brands 32

Forrester's Customer Insights

JANUARY 4, 2024

Recently, Forrester hosted predictions events across Delhi, Bangalore, and Mumbai to discuss what awaits business leaders in 2024, providing me with the opportunity to connect with many of the 250+ CXOs who attended. A few key topics bubbled up to the top and genAI, not surprisingly, was one of them.

2024 32

2024 Events Connections 2023 32

Forrester's Customer Insights

OCTOBER 25, 2023

In 2024, we expect that CX leaders will continue to navigate variable footing, in some cases finding themselves caught in the crossfire between new tech and old policies. Prepare yourself for the new year with a preview of our 2024 predictions.

2024 57

2024 Customer Experience Customers 57

Forrester's Customer Insights

APRIL 29, 2024

Read on to explore Forrester's take on the top digital CX and design trends to watch for in 2024.

2024 33

2024 Customer Experience Customers 33

InMoment XI

JANUARY 4, 2024

Personalization Leverage data analytics and customer insights to personalize the online shopping experience. Implement personalized product recommendations, targeted promotions, and customized content based on individual preferences and past interactions. Access 1/3/2024. Schedule a demo to see for yourself today!

Retail 260

Retail Customer Experience Social Media NPS 260

Optimove

DECEMBER 28, 2023

But marketers face a big challenge: cutting through the influx of noise to deliver hyper-personalized content that reaches customers in real-time and enhances — rather than disrupts — their digital experience. To ensure your customers keep coming back, make a pledge to follow these marketing resolutions in 2024.

Marketing 69

Marketing 2024 Social Media Download 69

CX University

JANUARY 30, 2024

It has seen a consistent increase in its NPS over the years, with the score rising from +77 in 2020 to +90 in 2024. CX University emphasizes the importance of taking customer feedback seriously and using the NPS metric to enhance its programs and offerings. NPS provides useful comparative data across industries. Healthcare +36.42

Net Promoter Score 52

Net Promoter Score NPS 2023 2024 52

Optimove

JANUARY 3, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Successful marketers always keep their eyes on the horizon. While 2024 has just begun, now’s the time to look ahead if you want to thrive in 2025. This is a checklist to make sure you stay ahead of the curve.

2025 59

2025 Marketing 2024 Customer Centricity 59

Forrester's Customer Insights

OCTOBER 31, 2023

A focus on fundamentals such as empathy and accountability will equip companies to earn and keep trust in 2024. Read our predictions.

2024 49

2024 Consumers Loyalty Management 49

Think Customers

FEBRUARY 1, 2024

In today’s hypercompetitive market, actionable customer insight is extremely valuable currency. That’s one of the takeaways from Google Chief Strategist Neil Hoyne’s mainstage presentation at last week’s Customer Contact Week (CCW) Austin event.

2024 52

2024 Events Leadership Innovation 52

Forrester's Customer Insights

APRIL 23, 2024

Don’t miss the CX Summit APAC 2024, which promises to be riveting as industry speakers and Forrester analysts share their insights on CX, digital, and marketing, and how AI is making an impact. Join us in Sydney, Australia, or as a digital experience on May 28 to hear from Forrester analysts and industry experts.

2024 32

2024 Insights Marketing Customer Engagement 32

Lumoa

FEBRUARY 14, 2024

Is your CX strategy up to the task of meeting customers’ expectations going into 2024? Today, 73% of customers want companies to cater to their unique needs and expectations. Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

customer sure

NOVEMBER 27, 2023

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024. We’ve seen very rewarding results - CSAT, CES and NPS have all increased since implementing our survey strategy.”

Customer Satisfaction 62

Customer Satisfaction 2024 Healthcare 2010 62

SurveySensum

NOVEMBER 23, 2023

This NPS tool also includes features like customization, analytics, data security, and integrations. It has follow-up questions, data range features, and insightful reports for better efficiency. You can create branched NPS surveys to collect insights across multiple channels like your website, app, product, email, and more.

NPS 52

NPS Net Promoter Score 2024 Multi-Channel 52

Forrester's Customer Insights

MARCH 13, 2024

Great customer service sets companies apart. And, you leave money on the table if you don’t meet your customer’s expectations of engagement. Business and IT leaders understand the economics of great customer service, and Forrester data shows that over 70% of enterprises invest modern solutions.

2024 53

2024 Customer Service Customers Engagement 53

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Forrester's Customer Insights

MAY 15, 2024

Here are a few of the highlights from the past year and advice to help firms mature their digital accessibility efforts in 2024. In 2023, we saw more firms commit to digital accessibility, with emerging regulations bringing a sense of urgency to the work.

2024 61

2024 2023 User Experience 61

Forrester's Customer Insights

FEBRUARY 22, 2024

During the Predictions 2024 webinar, we got a lot of great questions around how genAI will affect customer-facing functions like marketing, CX, and sales. Check out our answers.

2024 56

2024 Webinar Sales Marketing 56

Forrester's Customer Insights

OCTOBER 24, 2023

Our message to clients for 2024 is simple: Don’t wait. Read Predictions 2024 to discover why you need to move on genAI now, plus our takes on dozens of other critical topics.

2024 71

2024 Customers 71

Forrester's Customer Insights

MARCH 11, 2024

Join us in Nashville in June to learn how to harness the power of humans and AI to deliver differentiated experiences that drive loyalty and growth.

2024 53

2024 Loyalty Measurement Customer Centricity 53

Totango

JANUARY 2, 2024

Learn how Totango can provide your team with the data visibility and customer insights you need to elevate your pre- and post-sales operations and unlock new growth for your company. So, building that bridge between the pre-sales operations functions and your post-sales operations functions is paramount.—Christina

Customer Success 101

Customer Success Customer Journey Mapping 2024 Automotive 101

Forrester's Customer Insights

MAY 3, 2024

We’re excited to announce that we’ve finalized our selections for Forrester’s top emerging technologies for 2024. We’ll spotlight the top 10 emerging technologies in our main report that will publish in late June. And then we’ll release a report in July on technologies 11-20.

2024 56

2024 Technology Customers 56

Forrester's Customer Insights

MAY 15, 2024

RSA Conference (RSAC) 2024 boasted 41,000 attendees, 600 exhibitors on the show floor, 425 sessions, and plenty of dashing around Moscone Center and its surrounding area for our analysts. The event, still the top dog of cybersecurity events, was packed, with announcements and press releases galore.

2024 37

2024 Events Blog Management 37

Forrester's Customer Insights

MARCH 6, 2024

We recently published the Top Recommendations For Your Security Program, 2024 report for CISOs and other senior cybersecurity and technology leaders. In 2024, our recommendations fall into three major themes for security leaders: Changing tech.

2024 53

2024 Technology Management Customers 53

Forrester's Customer Insights

DECEMBER 19, 2023

2024 promises a better tech spend outlook for Europe — Forrester forecasts that European tech spend will bounce back to grow 5.1% in 2024, almost double its rate in 2023.

2024 55

2024 2023 Information Innovation 55

Forrester's Customer Insights

MARCH 26, 2024

Our Digital Customer Interaction Solutions Landscape, Q1 2024 report is now live, and a Forrester Wave™ evaluation will be publishing in June. Guess what? I’m kicking off research on a new technology market!

Interaction 30

Interaction 2024 Customers Technology 30

Forrester's Customer Insights

SEPTEMBER 20, 2023

And get a first peek at what we'll cover in our 2024 predictions. We made bold calls for 2023. Did they come true? Discover the accuracy of Forrester's Predictions 2023.

2023 53

2023 2024 Advertising B2B 53

Forrester's Customer Insights

JANUARY 31, 2024

Existing SAP ECC customer or recent on-prem SAP S/4HANA customer? Take advantage of the new RISE migration discounts in 2024.

2024 30

2024 Customers Information Innovation 30

ClearAction

JUNE 29, 2023

Faster payments : increased trust and value, less burden on customers. Greater efficiency : CX insight-guided processes, policies, and behaviors; no need for shrinkflation or skimpflation, etc. Bolder expansions : CX insight-inspired roll-outs, business models, mergers.

Leadership 62

Leadership ROI 2006 2024 62

Forrester's Customer Insights

APRIL 30, 2024

It is no longer enough to offer a digital front door alone — healthcare organizations must intercept consumers and customers as they navigate an increasingly complex and diverse healthcare ecosystem. Healthcare consumers’ expectations for easier, faster, retail-like experiences are not fading away.

Healthcare 30

Healthcare 2024 Customer Experience Retail 30