Forrester's Customer Insights

FEBRUARY 27, 2019

Six years ago, I noticed a pattern in the inquiry calls I was fielding from clients. At the time, many of them centered around things like BYOD, whether to take away local admin rights from PCs, and other decisions driven by escalating fears of security or compliance risks. If I was able to answer their […].

Employee Experience 49

Employee Experience Employee Engagement Engagement 49

Forrester's Customer Insights

MAY 10, 2021

This week is European Mental Health Week. There are many different facets to mental health but no doubt our relationship to work is a key component of it, simply because we spend so much time working and because work (or the absence of it) also shapes our very own identities. The pandemic has drastically changed […].

Employee Engagement 45

Employee Engagement Engagement Employee Experience Trends 45

Alida

JULY 4, 2018

These “HiPPOs” include the CEO and other senior management, who are more likely to base their CX strategy on their gut and personal experience rather than the underlying data, according to Forrester. Mistake 2: Confusing customer satisfaction with customer experience. CX transformation must be thoughtful.

Strategy 153

Strategy Customer Experience How To Employee Engagement 153

Calabrio

MAY 10, 2019

How Superior Employee Experience Drives Superior Customer Experience. Here’s a topic close to my heart—the link between employees and customers. No CX strategy or tech investment will be successful without a talented and engaged team. Thursday, 23 May 10:45 am.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Forrester's Customer Insights

FEBRUARY 20, 2024

Though coaching is linked to high employee engagement and performance, there are nuances that are important for managers to understand. Learn about the coaching skills that can deliver the best outcomes.

Management 54

Management Employee Engagement Engagement Employee Experience 54

Dapresy

FEBRUARY 19, 2020

Stockholm, Sweden – February 19th, 2020 – Verdane , the Northern European specialist growth equity investor, has acquired Confirmit , the leading global solutions provider for Customer Experience (CX), Employee Experience and Market Research. About Confirmit.

Multi-Channel 94

Multi-Channel Software Report Analytics 94

ECXO

JUNE 11, 2023

This example is illustrative for what happens to many companies that set out to be customer centric. The company uses a catchy one-liner which is not consistent with what their customers (and their employees) experience. Putting our customers at the heart of everything we all do” is easier said than done.

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. And your programs and processes should reinforce customer connectedness.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Forrester's Customer Insights

APRIL 16, 2021

Boosting employee experiences and employee engagement plays a central role for these endeavors. They need to target emerging business growth opportunities, devise a policy for hybrid remote and office working, and plan a way to return to business travel.

Travel 38

Travel Policies Employee Engagement Employee Experience 38

Alida

NOVEMBER 10, 2017

Blockchain will transform many industries—including big markets like financial services —so companies need to get closer to their customers to understand the impact of this technology to consumer behavior. Insight-driven businesses continue to gain ground. Forrester says 2018 is the year organizations obsess about the customer.

Trends 174

Trends Retail e-support Technology 174

Forrester's Customer Insights

FEBRUARY 14, 2019

Never let a serious crisis go to waste! Senior government executives would be wise to listen to Winston Churchill’s wisdom! We’re living in the era of shutdowns, when funding disruption is the norm.

Employee Experience 43

Employee Experience Government Employee Engagement Engagement 43

Forrester's Customer Insights

DECEMBER 20, 2018

Understand the value of placing employee experience at the center of a refreshed intranet initiative. Have further questions about employee engagement and knowledge management? New approaches put a focus on collaboration, knowledge sharing, curation, and automation. Schedule an […].

Employee Engagement 41

Employee Engagement Employee Experience Report Engagement 41

Clicktools

MAY 18, 2017

According to the Temkin Group, the four core competencies of customer experience are: Purposeful Leadership : Operate consistently with a clear set of values. Compelling Brand Values : Deliver on your brand promises to customers. Employee Engagement : Align employees with the goals of the organization.

Technology 51

Technology Customer Connectedness CRM Employee Engagement 51

Dapresy

FEBRUARY 19, 2020

Stockholm, Sweden – February 19th, 2020 – Verdane , the Northern European specialist growth equity investor, has acquired Confirmit , the leading global solutions provider for Customer Experience (CX), Employee Experience and Market Research. About Confirmit.

Multi-Channel 52

Multi-Channel Software Report Analytics 52

Qualtrics

JULY 17, 2019

If you’re looking to raise the bar on customer experience, look no further than your employees — harnessed in the right way, they’re one of the most effective levers any organization has. Find out how you can empower your people to deliver better experiences for customers. Free Employee Engagement Survey Template.

Customer Experience 29

Customer Experience Employee Experience Hospitality Feedback 29

Forrester's Customer Insights

JUNE 12, 2020

We’ve pulled together a collection of Forrester's research that will aid our clients in supporting their employees in this “adjusted normal” and maintain employee engagement.

Employee Engagement 41

Employee Engagement Engagement Employee Experience Customer Experience 41

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ReviewTrackers

MAY 8, 2017

20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. Where: London, UK.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Qualtrics

OCTOBER 23, 2019

As we move further into an economy driven by experience, companies must actively manage key experiences for their customers and their employees. This is why organizations are investing more resources than ever into initiatives like, Voice of Customer , Employee Engagement , User Experience, and Brand Management.

Study 30

Study Consulting ROI Survey 30

ClearAction

NOVEMBER 16, 2017

First and foremost you must understand and respect your brand essence as customers see it. Second, you must understand it from your employees’ viewpoint — not just the brand, but the employee experience in total. Does your C-team treat customer experience as a determinant of corporate strategy, goals and structure?

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Think Customers

NOVEMBER 4, 2019

These types of insights have helped Volkswagen and its dealers ensure that they’re meeting customer expectations, but it was also important for the company to measure and optimize the employee experience. The employee experience is what ultimately drives the sustainability of any customer experience,” Bradshaw says.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

Forrester's Customer Insights

APRIL 6, 2019

Improving the employee experience seems to be on the minds of just about all of our clients these days. We agree with them that there is no time like the present to pay close attention to the daily work lives of their employees. But because so many companies are new to this EX focus, they […].

Employee Experience 37

Employee Experience Company Employee Engagement Engagement 37

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. Melinda Gonzalez. Sarang Bhatt.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ClearAction

SEPTEMBER 27, 2018

Like clay on a potter’s wheel, your customer experience foundation must be well-centered or cracks will appear in what your customers see. Like clay, your culture is pliable as long as there’s a thirst for customer insights and passion for applying them.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

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

Playvox

MARCH 19, 2024

Decoding Customer Sentiment Manual analysis has given way to automated sentiment analysis solutions powered by AI. AI analytics tools can quickly transform customer sentiment into valuable customer insights and help them map the customer journey and even predict market trends. And the list goes on.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

ClearAction

NOVEMBER 4, 2020

In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. The best way to be nimble and lean — to grow — is to tightly align with customers. truly customer-centered ?

Customer Experience 77

Customer Experience Effort Score Wireless Policies 77

Qualtrics

DECEMBER 8, 2016

Cutting edge research depends on innovations in digital optimization, research automation to get you from insight to change. The Whole Experience: How Volkswagen Fuses Customer and Employee Experiences to Drive Profitability. // Volkswagen.

ROI 20

ROI Innovation Tips Survey 20

Forrester's Customer Insights

FEBRUARY 14, 2019

Truth is, in most of the reports we write about on how to prepare your company for the future, two major recommendations always come out: Get your C-level leaders on board and cultivate a culture that can transform your business. The first is crucial yet obvious and I’ve grown tired of writing it. The second, […].

Engagement 49

Engagement Culture Report Company 49

Forrester's Customer Insights

JUNE 7, 2019

Before an organization undertakes any transformation, restructuring, or automation initiative, it needs to ask: What do our employees need to become so that they can thrive in an environment with more chaos and uncertainty? That’s because any change initiative creates fear, uncertainty, and doubt amidst your employees.

Employee Engagement 47

Employee Engagement Employee Experience Engagement Customer Experience 47

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

JULY 18, 2019

#CIOs who are looking to be the agents of #DigitalTransformation but aren’t perceived that way can overcome this — by taking a few key actions. And to learn more, read myself and David Johnson’s latest #Forrester report.

Report 49

Report Employee Engagement Software Employee Experience 49

Forrester's Customer Insights

MAY 3, 2019

Gownder and I got to talking about the impact on employees both from companies’ automation efforts and their eagerness to integrate artificial intelligence and robots. Last year, my colleague J.

Company 49

Company Employee Engagement Employee Experience Engagement 49

Russel Lolacher

JUNE 13, 2022

In this episode of Relationships at Work, Russel chats with customer experience and employee experience advisors Dr. Robyn Petree-Guzman and Keith Kmett on how organization silos can be formed and the best approaches and benefits of removing them. Robyn Petree-Guzman. And where does it make sense to do things separately?

Culture 59

Culture Communication Employee Experience Connections 59

Forrester's Customer Insights

JUNE 13, 2019

Maybe I’ve been in the software world for too long. Or maybe I’m a product of my earlier years. You might remember the old Russian proverb, “Doveryai, no proveryai,” which President Reagan made famous in the context of nuclear disarmament. Translated: “Trust, but verify.”

Software 44

Software System Resources Employee Engagement 44

Qualtrics

OCTOBER 19, 2021

ServiceNow provides a smoother and more impactful way to put an organization’s insights into action. Customers leverage the combined power of ServiceNow’s digital workflows with Qualtrics’ experience management technology on a single platform to quickly act on customer insights.

Meeting 52

Meeting Innovation Consulting Employee Experience 52

Forrester's Customer Insights

JUNE 13, 2019

Digital leaders tell us that they often struggle to find the right people with the right skills, and competition for elite talent is fierce. As their firms become more advanced in their digital journeys — embracing new technology and evolving their business models — the skills and talent they need to execute on that become […].

Technology 43

Technology Employee Engagement Employee Experience Engagement 43