Forrester

For Customer Experience Professionals

Report:Scenario Design Unifies The Splinternet Customer Experience

Vision: The Digital Customer Experience Improvement Playbook

Companies have historically failed to meet the needs of their customers in individual channels. As customers increasingly engage with multiple channels in pursuit of a single goal, companies need to...

• Downloads: 183

For Customer Experience Professionals

Report:Executive Q&A;: Customer Experience Design

The right customer interactions, implemented the right way, don't just happen. Instead, they must be actively designed. This requires learning — and then sticking to — the steps in a...

• Downloads: 181
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For Customer Experience Professionals

Report:What To Look For When Hiring Consultants To Help With Customer Journey Maps

Companies tell us that they're interested in using customer journey maps as tools to analyze and communicate their customers' perspectives on the interactions they deliver. Creating and using...

• Downloads: 37
• Comments: 3
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For Customer Experience Professionals

Report:Customer Journey Mapping: What Is It For?

Five Firms Describe How Customer Journey Mapping Helps Them

Forrester clients tell us that they're eager to use customer journey maps because they see the documents as ideal tools to analyze and communicate their customers' perspectives on the interactions...

• Downloads: 111
• Comments: 1
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For Customer Experience Professionals

Report:The Customer Experience Index, 2012

Benchmarks: The Experience-Driven Organization Playbook

This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

• Downloads: 156
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For Customer Experience Professionals

Report:How Does Social Media Contribute To Customer Experience? Let Us Count The Ways

It's Time To Document Best Practices For Social Media And Customer Experience

Social media already plays a role at each step of customers' complex journeys to discover, evaluate, buy, access, use, and get support for products and services. Customer experience professionals...

• Downloads: 90

For Customer Experience Professionals

Report:Reviewer's Guide: Customer Journey Map Review 1.0

Use this reviewer's guide to assess your customer journey map.

• Downloads: 5

For Interactive Marketing Professionals

Report:Embedding Social Media Into The Marketing Mix

How Interactive Marketers Can Use Social Media To Enhance Other Channels

Social media is now embedded in every aspect of the customer journey — from ratings and reviews to "like" buttons to tweets. The opportunity for interactive marketing has evolved from building...

• Downloads: 24

For Customer Experience Professionals

Report:The Chief Customer Officer's First 90 Days

Increasingly, companies appoint a chief customer officer (CCO) to lead the company in orchestrating a differentiated customer experience. But these senior executives must often navigate uncharted...

• Downloads: 13

For Customer Experience Professionals

Report:Assess The Effectiveness Of Your Customer Journey Map

When executed well, customer journey maps can help customer experience professionals plan improvement projects and communicate with employees across their organizations. Unfortunately, journey maps...

• Downloads: 31

For Customer Experience Professionals

Report:How Companies Improve Their Customer Experience Index Scores

Decision-makers at firms with low Customer Experience Index (CxPi) scores are more likely to say that they have insufficient budgets and lack executive support as well as less likely to say that they...

• Downloads: 6

For Customer Experience Professionals

Report:Mapping The Customer Journey

Best Practices For Using An Important Customer Experience Tool

Left to their own devices, companies often neglect customers. But they don't need to. We recommend that organizations use customer journey maps to examine interactions from their customers' points of...

• Downloads: 45