ClearAction

OCTOBER 25, 2022

” High levels of coordination, competence, and consistency are necessary for success of technology, employee experience, digital experience, and financial efficiency. Your individual scores reveal your competencies in facilitating customer experience maturity, as described above.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Forrester's Customer Insights

FEBRUARY 3, 2020

As I reflect on all the research Forrester did in 2019 on employee experience, end user computing, and modern management, I couldn’t help but think how much the end user computing world has changed since I worked in end user support seven years ago. Happy New Year!

Employee Experience 38

Employee Experience Management User Experience Technology 38

Forrester's Customer Insights

NOVEMBER 6, 2018

Automation will be central to the next phase of digital transformation, driving new levels of customer value such as faster delivery of products, higher quality and dependability, deeper personalization, and greater convenience.

Strategy 55

Strategy Tips Employee Engagement Chatbots 55

Forrester's Customer Insights

OCTOBER 10, 2019

We’ve seen the promise of what enhanced data, analytics, and AI capabilities can do for businesses, but firms are struggling to truly maximize their impact. Data and analytics leaders want to shift into high gear, but many factors are holding them back. One of the key issues that everyone is facing is finding and developing […].

Data 37

Data Strategy Analytics Analysis 37

Qualtrics

OCTOBER 23, 2019

We definitely benefited from having a centralized database for all our customer insights through Qualtrics. This enabled us to move quicker, provide better insights to our executive team, and support decisions.” – Excerpt from Qualtrics customer survey interview. Driving bottom-line results. Download Now. [1-3]

Study 30

Study Consulting ROI Survey 30

Forrester's Customer Insights

SEPTEMBER 22, 2020

This is the first packaged product to come out of the code-name Project Cortex initiative first announced in November 2019. Today, Microsoft announced the general availability of Microsoft SharePoint Syntex as of October 1, 2020.

Employee Experience 49

Employee Experience Management Customer Experience Customers 49

Forrester's Customer Insights

JUNE 1, 2021

In 2019, queer people […]. “Rainbow capitalism” is becoming more common, but as it spreads wider it becomes more obvious when a firm’s commitment to the LGBTQ+ (queer) community barely runs skin deep.

Employee Experience 40

Employee Experience Customer Experience Customers 40

Think Customers

NOVEMBER 4, 2019

million units in 2019, a 2.5 percent decline in global auto sales in 2019 and the Center of Automotive Management in Germany noted in a report that “the ‘fat years’ in the automotive industry are over for now…technological, economic, and political changes are now announcing difficult times for the industry.” Turbulent times U.S.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

Forrester's Customer Insights

SEPTEMBER 8, 2020

2019 was rich in new product launches, several existing and new vendors released their team messaging and videoconferencing products and solutions. The Enterprise Collaboration (EC) market in China has rapidly evolved over the past few months.

Tools 36

Tools Marketing Management Employee Experience 36

Forrester's Customer Insights

NOVEMBER 2, 2021

This is the third year we’ve published our unified endpoint management (UEM) Forrester Wave (see our past reports from 2018 and 2019), and this year, we looked at the top 11 vendors in the market and evaluated them across 24 criteria. Today, we released The Forrester Wave™: Unified Endpoint Management, Q4 2021.

Management 26

Management Report Marketing Employee Experience 26

Forrester's Customer Insights

NOVEMBER 27, 2019

This blog post is part of Forrester’s Holiday 2019 retail series. The season of sales is here, and retailers are preparing for an influx of site traffic, store visitors, and (hopefully) purchases. But as inboxes flood with pre-Thanksgiving, Black Friday, Cyber Monday, and more offers – retailers must ask themselves: Are we ready?

Retail 39

Retail Customer Experience Sales Customers 39

Forrester's Customer Insights

SEPTEMBER 9, 2019

Estimates of venture capital funding for HR technology point to record levels of more than $5 billion in 2019.

Groups 40

Groups Technology Management Employee Engagement 40

Forrester's Customer Insights

APRIL 12, 2019

We’re just a month away from Forrester’s Digital Transformation & Innovation 2019 Forum, where my Forrester colleagues and leaders from a wide array of companies will be sharing our vision for how technology will drive the next wave of innovation. I hope you’ll join us in Chicago, May 14–15.

Innovation 32

Innovation Technology Company Employee Engagement 32

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Help Scout

JUNE 22, 2021

billion in 2019. As you can tell, excellent customer service is a name maker, no matter what your industry. It helps grow revenue, maintain customer loyalty, and improve your overall business strategy. Key customer insights like customer satisfaction score and NPS help your customer service team improve and grow their impact.

Customer Service 129

Customer Service Social Media Self Service Knowledge Base 129