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Around the world, the opportunity for breakaway CX is wide open. Less than 14% of companies say they have even a basic process to prioritize CX projects. Those that do have a process are at an advantage to allocate CX resources and investments that maximize impact for both the customer and the company. By drawing from customer research, CX measurement, corporate strategy, and CX vision, CX pros can structure an effective prioritization approach that moves their CX from good to great.
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This report provides a downloadable dynamic prioritization tool and gives examples of how CX leaders enable a more precise understanding of which activities and initiatives will address the things that matter most to their customers and businesses.
This report provides an updated intermediate-level prioritization tool and gives examples of how CX leaders enable a more precise understanding of which activities and initiatives will address the things that matter most to their customers and businesses.
This is the first in a series of three reports on CX prioritization that will help CX pros use a bedrock of data and insights to make better choices.
Forrester's latest research looks deeply at how mobile banking (and banking experiences more broadly) will evolve over the next three years. Using survey data from tens of thousands of banking customers across 10 countries, we identify 10 new must-have capabilities and 10 emerging differentiators. This session outlines our latest "What's Next In Mobile Banking" research, including data, examples, insights, and best practices. We also discuss how digital banking leaders and their teams can prioritize which initiatives will have the most impact on their customers' experiences and their own business outcomes.Key takeaways: Hear which mobile banking features customers most value.Learn about the 10 offerings that are becoming table stakes in digital banking.Identify emerging capabilities that will differentiate banking brands for specific audiences.Understand how "systems of exploration" can guide your organization's efforts to experiment and innovate in digital banking.Target audience level: all levels
Gearing up to deliver great experiences? Start with why your organization is investing in Customer Experience (CX). Whether the objective is revenue, growth, profitability, retention, innovation, or brand value, organizations need a unique set of capabilities to determine what customers need, design and test solutions, and deliver for customers.Key takeaways:Explore B2B CX success stories.Learn how to match CX capabilities to your mission.Learn what skills to own, upskill, borrow, and outsource.Target audience level: beginner and intermediate
Cross-channel marketing hubs (CCMHs) are the nerve center of the B2C marketing technology (martech) ecosystem. CCMHs typically include data management and analytics to enable customer understanding; planning, collaboration, content management, and measurement tools to optimize brand strategy; and automation workflows, channel integration, and personalization to orchestrate cross-channel experience delivery.An effective CCMH solution can position marketing as an indispensable component of an organization’s customer-obsessed growth engine. Think of your CCMH as much more than a campaign management platform. Instead, leverage it for channel-agnostic moments-based marketing that engages your customers with compelling, contextually relevant experiences.Key takeaways:Understand the current CCMH landscape.Learn about different CCMH solutions.Discover which CCMH solutions are right for you.Hear best practices from leading firms.Target audience level: all levels
This webinar explores findings from the recent Forrester Wave on customer feedback management (CFM) solutions. Join us to learn about key providers, major trends, and advice for buyers. Bring your questions!Key takeaways:Understand the CFM market.Learn how reference customers are using their CFM solutions and what they love — or don’t — about the offering.Identify the key vendors you should consider based on this research.Target audience level: all levels
