Forrester's Customer Insights

FEBRUARY 27, 2019

One of our 2019 B2C marketing predictions is that enterprise marketing technology will meld with customer experience (CX) investments to deliver the relevancy and consistency that consumers crave from brands. Forrester defines RTIM as: Enterprise marketing technology that delivers contextually […].

Interaction 46

Interaction B2C Management 2019 46

ERDM

NOVEMBER 10, 2020

“The ‘glass-is-half-full’ optimist in me says, ‘Here’s a global crisis – let’s use this time to identify all the things we need to do to create significant improvements in the customer experience ,” says Baruch, who is executive vice president and chief strategy and marketing officer at MSC Industrial Supply Co.,

E Commerce 52

E Commerce B2B Net Promoter Score E-support 52

ReviewTrackers

MAY 8, 2017

CX is also a great competitive differentiator, helping companies respond to and exceed customer expectations, improve satisfaction, drive loyalty, reduce churn, and increase revenue. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”. Interactive Customer Experience (ICX) Summit.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Forrester's Customer Insights

OCTOBER 29, 2020

Customer experience (CX) has become the number one business priority for marketers. The percentage of European B2C marketers considering improving CX as their company’s top business priority has jumped from 26% in 2019 to 46% in 2020. The employee data tsunami is […].

Employee Experience 27

Employee Experience B2C Brands 2019 27

Bob Hayes

FEBRUARY 2, 2015

Customer Experience Leaders Outperform Customer Experience Laggards. In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. Customer satisfaction is important for business success.

Loyalty 88

Loyalty CEM Customer Experience Social Media 88

Forrester's Customer Insights

OCTOBER 16, 2018

It’s frustrating when a customer exhibits purchase intent, but does’t buy because of friction in the customer journey. It’s worse when a store manager or contact center agent is unaware of a digital promotion. Empowered customers now […].

Marketing 39

Marketing Contact Center Customer Journey Sales 39

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. The focus on acquisition, scores and fixing issues has been replaced with outside disruption, market ecosystem expectations (i.e.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Lumoa

MARCH 12, 2023

A CX platform offers: Improved customer engagement. Having a 360-degree view of customers across all touchpoints means you can understand them better. You can tailor your interactions with them—across support, sales, and marketing—based on customer behaviors and preferences. Personalization and targeting capabilities.

Customer Experience 83

Customer Experience Customer Journey Mapping NPS Consulting 83

Forrester's Customer Insights

AUGUST 25, 2021

Retail associate enablement tools enhance the customer experience in the physical store and improve both labor and store operations efficiency.

Retail 58

Retail Marketing Customer Experience B2C 58

SurveySensum

JULY 14, 2020

He has 25 years of experience on the leading edge of digital transformation, social, and marketing strategy and has previously worked at American Express, Prudential Financial, USAA, and Forrester Research in senior roles. Chad Horenfeldt – Director of Customer Success at Kustomer. LinkedIn : [link] /. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Forrester's Customer Insights

FEBRUARY 7, 2024

2023 was a confusing year: the consumers blew cold, and the economy blew hot. 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. This year, in 2024, the economy […]

2024 32

2024 Consumers 2023 Brands 32

Forrester's Customer Insights

FEBRUARY 16, 2024

Now think of this relationship in terms of your experiences with brands. Do those experiences feel invisible and immersive? Imagine having a butler who anticipates and serves your needs. In Gotham City, Alfred ensures Batman’s utility belt is always stocked.

Interaction 55

Interaction Management Brands Customers 55

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Forrester's Customer Insights

MARCH 17, 2023

It is critical for marketers and customer experience pros to align their respective metrics with shared business metrics. Use customer lifetime value alignment to achieve this.

Measurement 26

Measurement Metrics Marketing Customer Experience 26

Forrester's Customer Insights

MAY 26, 2022

It’s easy to conflate real-time interaction management (RTIM) with personalization tactics, but it goes far deeper. Forrester defines RTIM as: Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer lifecycle via preferred customer touchpoints.

Interaction 26

Interaction Management Touchpoint Customer Experience 26

Forrester's Customer Insights

AUGUST 7, 2023

Two months ago, I announced Forrester’s revenue growth framework. We reviewed academic research, evaluated practitioner models, spoke with CMOs, and studied best practices among companies to distill a framework to help our clients develop a structured approach to growing revenue.

Advertising 26

Advertising Consumers Measurement B2C 26

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

Forrester's Customer Insights

APRIL 5, 2018

The paradigm for customer engagement is shifting from large, monolithic experiences that serve everyone to smaller, more contextual experiences served to consumers in just the moment they need them. Marketers must adopt the right strategy, operational best practices and technology […].

Consumers 28

Consumers Customer Engagement Technology Communication 28

Forrester's Customer Insights

AUGUST 25, 2022

It takes all the running you can do to keep in the same place. If you want to get somewhere else, you must run at least twice as fast as that! — “Alice in Wonderland” Run Twice As Smart We sit in the penumbra of a pandemic, on the cusp of a recession. In these […].

B2C 26

B2C Consumers Customer Experience Management Loyalty 26

Forrester's Customer Insights

NOVEMBER 1, 2018

Forrester’s customer experience Forums are in their tenth year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the world and become yearly destinations for CX pros far and wide. CX Europe 2018 is just 10 days from now — Tuesday […].

2018 48

2018 2009 Insights Customers 48

Forrester's Customer Insights

OCTOBER 26, 2022

Are you responsible for building, improving, or evolving your company’s digital business strategy? If you answered yes (or even “mostly yes”), then the Develop The Digital Strategy priority within the Forrester Decisions for Digital Business & Strategy service is for you!

Healthcare 26

Healthcare Travel Financial Retail 26

Forrester's Customer Insights

SEPTEMBER 26, 2019

But financial services companies’ current personalization efforts are nowhere near the level necessary to engage increasingly demanding customers. Many financial services firms say that they are already delivering on personalization and view improving their personalization capabilities and technology further as a top priority.

Financial 45

Financial Retail Engagement Technology 45

Forrester's Customer Insights

MARCH 2, 2023

Create A Customer-Obsessed Growth Engine To Thrive In Tough Times Today, the world is more challenged than ever as a series of health, environmental, socioeconomic, and geopolitical crises have pushed uncertainty to extreme levels. This systemic disorder and uncertainty exposed a lack of customer focus in many organizations.

2023 26

2023 Customer Focused Customer Experience Customers 26

Forrester's Customer Insights

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. It’s a chance to […].

Customer Experience 39

Customer Experience 2020 Events Presentation 39

Forrester's Customer Insights

DECEMBER 13, 2022

Take the initiative and use targeted innovation as the answer to tough times. Learn more at our event, CX EMEA 2023.

2023 26

2023 Events Innovation Measurement 26

Forrester's Customer Insights

OCTOBER 27, 2020

Clients pétris de contradictions, bouleversements réglementaires et essor du télétravail transfrontalier. Avec, jusqu’à présent, une épidémie mondiale et les conséquences de l’accélération du réchauffement climatique, le XXIe siècle entame des « Années folles » qui portent bien leur nom. Et ce n’est que le début de la décennie !

2021 30

2021 B2C Customer Experience Management Marketing 30

Forrester's Customer Insights

SEPTEMBER 7, 2022

Learn how digital business leaders can build a stellar team with the right digital competencies to execute the digital strategy.

B2C 5

B2C Customer Experience Management Marketing Management 5

Wootric

OCTOBER 7, 2020

By combining and analyzing customer feedback from multiple channels, experience management software offers companies a holistic view of their customers’ experiences and how those experiences are impacting the business.

ROI 52

ROI 2020 Net Promoter Score Return on Investment 52

Forrester's Customer Insights

NOVEMBER 7, 2022

However, it is most often referred to as Customer 360. What all these terms are referring to is a holistic view of a customer’s data covering every single touchpoint and interaction with your company as well […]. No doubt, you’ve heard of it. It’s called by many names: the golden record; the single source of truth.

Reference 26

Reference Touchpoint Interaction Customers 26

Qualtrics

FEBRUARY 26, 2019

As the purveyor of all things data, they know how to incorporate insights and analysis in innovative ways to drive customer loyalty. On business to consumer (B2C) versus Business to Business (B2B) work: A mentor said to me a long time ago, “There are a lot of ways where B2C is more simple.

Customer Experience 37

Customer Experience Books B2C B2B 37