Customer Insights
Customer insights allow businesses to serve customers better, build loyalty, and drive revenue. But digging customer insights out of mountains of data is complicated. Read the latest on this critical competency.
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Insights
Blog
ZERO-IN 2024 Aims To Elevate Customer Success
Last week, I attended the fourth annual ChurnZero conference, ZERO-IN (formerly Big RYG), in Washington, DC, and the energy and inspiration are still resonating.
Blog
Now Live: A Retailer’s Guide To Planning For The 2024 Holiday Season
Retailers needing advice before the winter shopping season: Read this blog for a sneak peek into Forrester’s retail holiday planning guide.
Harness The Power Of A NEW Customer-Centric Revenue Framework
Join our LIVE webinar on June 25 to unlock the potential of Forrester's NEW Opportunity Lifecycle Framework. Revolutionize your revenue process by breaking down barriers that neglect customers, fail buyers, and distort focus.
Blog
Slash The Hidden Costs Of Your Customer Surveys
Nearly all CX measurement and VoC efforts use customer surveys. But your surveys are costlier than you think. Obvious costs include the budget for a tech vendor you use to send and analyze surveys or incentives for customers.
Blog
How To Adapt Site Search To Holiday-Season Changes In Customer Behaviors And Needs
For the 2024 holiday season, adapt your site search solution to meet consumer expectations.
Blog
Not Talking About A Revolution: GenAI Is An Evolution For Customer Feedback Management
You’d be forgiven if you assumed tools like ChatGPT will quickly replace the need for customer feedback management solutions. Indeed, large language models excel at summarizing unstructured text like customer feedback collected in survey verbatims and customer service calls. In reality, customer experience (CX) pros need to temper their expectations. The risks and effort required […]
Podcast
How GenAI Will Transform The Contact Center
Generative AI (genAI) holds tantalizing potential for contact centers, but turning that potential into reality will require overcoming some hurdles. How should contact center leaders get started? Senior Analyst Christina McAllister provides insight on What It Means.
Blog
Not-So-Open Skies: Southwest Makes Historic Change
As Southwest navigates financial turbulence, there are lessons from companies on aligning brand experience with business realities.
Harness The Power Of A NEW Customer-Centric Revenue Framework
Watch our webinar replay to unlock the potential of Forrester's NEW Opportunity Lifecycle Framework. Revolutionize your revenue process by breaking down barriers that neglect customers, fail buyers, and distort focus.
Webinar
How To Frame Your Customer Journey Mapping With A Clear Purpose
Learn how to uplevel your journey mapping by targeting key moments, interactions, and areas of improvement so that you can better align your efforts with customer needs and expectations.
Blog
Master The Art Of Decision-Making
In a world where data is as abundant as clarity is elusive, mastering the discipline of decision-making is more important than ever. Many organizations and leaders fall short at decision-making, approaching it intuitively rather than analytically. For those in charge of an organization where success relies on their ability to optimize business decisions, a mystery […]
Blog
You Better Shape Up! Insights From Australia’s 2024 CX Index Study
Our latest research, working off of Australia 2024 Customer Experience Index (CX Index™) study data, reveals that most brands and agencies in our study saw the quality of their CX either flatlining or declining. In 2024, we surveyed banking, investment, government, and, for the first time, superannuation firms.
Podcast
Why It’s Time To Transform Your B2B Revenue Process
Many B2B companies’ revenue processes lack a key ingredient: customer value. Without it, efforts to grow will ultimately falter. This week on What It Means, Principal Analysts Amy Hawthorne and Rick Bradberry discuss how companies can begin transforming their revenue processes to better serve customers.
Blog
Balancing Personalization & Optimization In Commerce Search
Learn how to balance customer expectations and business needs with commerce search.
Bolster Buy-In For Your CX Priorities With A Simple Yet Powerful Tool
Watch our webinar to learn how to use Forrester’s CX Business Case On A Page template to create a winning business case for your CX initiatives.
Blog
Avoid Customer Dismay! Benchmark Your Store Fulfillment Initiatives.
Despite increased investment, businesses fall short of consumer fulfilment expectations for in-store order pickup. Analyst Lauren Cevallos explains what’s happening.
Blog
Leverage Your Data For Stellar Commerce Search Experiences
Most US online adults use the search (not menu) function on a site to find products. Learn how quality data powers commerce search experiences.
Blog
To Spark Innovation, Make The D In DEI About Disability, Too
People with disabilities are innately resourceful and can serve as the cornerstone of innovation at financial institutions. Learn four ways many firms miss out on this opportunity for innovation and inclusivity.
Blog
Payment Methods Don’t Matter — Payment Experiences Do
Retailers and consumer-facing brands have been so busy chasing the next hot payment method that they’ve missed what customers really want when they make payments. Learn how to start incorporating experiences into your payments strategy.
Blog
CMOs Need A Measurement Strategy That Connects To Business Outcomes
Instead of a single measurement approach, CMOs must adopt a layered measurement strategy that includes complementary approaches to reveal the full business value of marketing.
Get The Latest In Customer Experience
Each week, the CX Cast brings you the latest news and cutting-edge tactics making waves in customer experience.
Blog
Consumer Spending 2024: What It Means For Your Brand
2023 was a confusing year: The consumers blew cold, and the economy blew hot. The recession-to-be didn’t 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, the economy is headed for […]
Blog
What 2024 Has In Store For Indian CMOs
Discussions at recent events in Delhi, Bangalore, and Mumbai revealed what's top of mind for Indian marketing leaders.
Blog
Christmas Came Early! Our First Consumer Insights Of The Holiday Season
Learn our key takeaways from Bizrate Insights’ aggregated 2023 holiday surveys.
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