Forrester's Customer Insights

MARCH 28, 2019

Last month, my colleague Dave Johnson and I published a report that shared a better way for companies to measure the quality of their employee experience.

Employee Experience 46

Employee Experience Study Measurement Report 46

Forrester's Customer Insights

FEBRUARY 14, 2019

Employee experience (EX) is top of mind for today’s companies. ” investments in EX yield both tangible and intangible business results such as reduced recruiting costs, lower attrition, higher employee work performance, and increased discretionary effort. As we detailed in our report “Why EX?

Employee Experience 48

Employee Experience Technology Report Company 48

Forrester's Customer Insights

MARCH 27, 2020

To understand the employee experience (EX) predictions for the year, we spoke with Forrester Principal Analyst David Johnson, who serves CIO professionals. Madeline: You […].

Retail 46

Retail Employee Experience Industry Trends 46

Qualtrics

JULY 31, 2019

Yet one opportunity is often overlooked, especially early in an organization’s experience management journey: uncovering gaps in the employee experience (EX). A fundamental truth of customer experience (CX) is that it flows from the employee experience of an organization.

Employee Experience 40

Employee Experience Feedback Customer Experience Policies 40

Forrester's Customer Insights

NOVEMBER 5, 2018

Companies and executives are paying attention to employee experience as never before. Chief among them is the historically low unemployment rate, which gives employees options that they are taking advantage of. Employees are quitting their jobs at the fastest rate since 2001.[i] There are good reasons for this attention.

Employee Experience 54

Employee Experience Company Employee Engagement Brands 54

Vonage

SEPTEMBER 15, 2017

Pay attention to the employee experience: As we know from the Service Profit Chain there is a strong correlation between the employee experience and the customer experience. Address any factors that are having a negative impact on employee morale.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Forrester's Customer Insights

OCTOBER 19, 2018

There is ample evidence that improving employee experience leads to better business results. Briefly, firms that improve employee experience find that they get better work performance and more discretionary effort from employees.[i] ii] Better employee experience also leads to lower employee turnover […]

Employee Experience 54

Employee Experience Study Company 54

Forrester's Customer Insights

MAY 24, 2022

As organizations continue efforts to perpetually reduce costs, knowledge worker productivity becomes a key focus. Specifically this means giving knowledge workers the ability to work on their own without assistance from other knowledge workers. Done well, this is autonomy.

Employee Experience 49

Employee Experience How To Technology Customer Experience 49

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

MARCH 4, 2021

The current crisis proves that having great Employee Experience (EX) is critical to the brand and the CMO. EX was already a key driver of customer experience (CX) and business performance. Today’s crises require brands to meaningfully engage employees even more.

Employee Experience 33

Employee Experience Culture How To Brands 33

Forrester's Customer Insights

MAY 9, 2019

Last week, my colleague Claudia Tajima spoke with Harley Manning about how customer experience (CX) is affecting retailers in 2019. I interviewed Sam Stern, principal analyst, part of Forrester’s employee experience (EX) team, and also an expert on customer-centric culture.

Employee Experience 47

Employee Experience Retail Brands Customer Centricity 47

Forrester's Customer Insights

SEPTEMBER 24, 2020

When our colleagues Claire and Brian wrote their “Point/Counterpoint: The Ethics Of COVID-19 Phishing” blog in March, it turns out they were inadvertently predicting an event that took place this week – an employee took to social media to speak out about a highly insensitive phishing simulation.

Employee Experience 37

Employee Experience Social Media Company Training 37

Forrester's Customer Insights

JUNE 14, 2019

Enterprises have heard their employees’ calls for increased flexibility, and now more than 25% of US information workers work from home at least weekly. But with subpar technology solutions and little face-to-face interaction, home or remote workers end up frustrated and out of the loop.

Video 48

Video Employee Experience Training Communication 48

InMoment XI

APRIL 18, 2023

The team used to run smaller events for different business units, but they soon realized it would be more valuable to bring together all the silos of the organization—marketing teams, senior leadership teams, data teams, employee experience teams, product teams, and, of course, the customer experience team under one roof.

ROI 260

ROI Tips Healthcare Insurance 260

ECXO

APRIL 28, 2021

Tabitha Dunn currently serves as chief customer officer, head of Customer Experience and Global Sales Excellence at Ericsson. In this role, she leads the development of customer experience practice and strategy, the employee experience transformational of the global sales community, and the global sales center of excellence.

Chief Customer Officer 98

Chief Customer Officer Roadmap Healthcare Customer Experience Professionals 98

Forrester's Customer Insights

OCTOBER 31, 2019

Getting employee experience (EX) wrong carries significant reputational and business risks. In 2020, companies will get more strategic about EX.

Employee Experience 25

Employee Experience Company Customer Experience Customers 25

Forrester's Customer Insights

MARCH 12, 2020

Agencies’ pivotal role in the services marketplace means they too will feel the effects of the Coronavirus pandemic. Last week SXSW cancelled its’ annual film, music and digital media festival that’s become an annual pilgrimage for marketers and agencies alike.

Employee Experience 42

Employee Experience Advertising Marketing Customers 42

Vonage

OCTOBER 2, 2017

Pay attention to the employee experience: As we know from the Service Profit Chain there is a strong correlation between the employee experience and the customer experience. Address any factors that are having a negative impact on employee morale.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

Forrester's Customer Insights

OCTOBER 29, 2020

Customer experience (CX) has become the number one business priority for marketers. CMOs are fully aware of the importance of customer data to personalise experiences. The employee data tsunami is […].

Employee Experience 28

Employee Experience Customer Experience B2C Brands 28

Forrester's Customer Insights

FEBRUARY 22, 2024

Image via Bing Image Creator Today, we’ve released a major new report for clients on employee productivity, Increase Your Organizational Productivity Now. This report builds upon Forrester’s long history of covering productivity as a dimension of Employee Experience, driven by research from my colleague David Brodeur-Johnson.

Strategy 58

Strategy Employee Experience Report Customer Experience 58

Forrester's Customer Insights

OCTOBER 26, 2023

Employee experience in 2024 will face declining investment and rising complexity. Discover our employee experience predictions for 2024. But it’s not all bad news.

Employee Experience 51

Employee Experience Customer Experience Customers 51

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. “CX can’t happen unless the employee experience is there,” said Cassandra Goodman , general manager, experience transformation , Australian Unity.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

SurveyGizmo

OCTOBER 26, 2021

But when it comes to building complex surveys for market research, customer experience, employee experience, or more, you need a solution that is more business software than consumer. The conversational UI lets your surveys deliver a chat-like experience and increases survey completion rates by a whopping 40%.

Survey 98

Survey Omni-Channel Feedback Employee Experience 98

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

Alida

SEPTEMBER 6, 2018

To win in the long term, companies need to really understand their customers—insight is key, according to experts at Deloitte. Understanding what customers really want is what will provide competitive advantage. Your employees are an important source of insight because they are exposed to customer feedback every day.

Retail 243

Retail Company e-support Competitive Advantage 243

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

JUNE 28, 2018

Forrester clients frequently ask us how to balance employee productivity with management and security. Introducing Our 2018 Now Tech On Unified Endpoint Management (UEM) We are excited to announce the publication of our Now Tech report on Unified Endpoint Management!

Employee Experience 34

Employee Experience Customer Experience Report Management 34

ClearAction

JANUARY 8, 2024

Do they ensure value is increasing for customers whenever changes in the business are needed? If your answer is “no” to any of these questions, you’re under-using customer insights!

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Alida

JUNE 21, 2019

Introducing the voice of the customer into every facet of VMware’s business is one of the most profound and exciting opportunities of my career. My team’s mission is to ignite systemic business improvements across VMware to maximize the customer (and partner, and employee) experience.

Employee Experience 165

Employee Experience Customers System Customer Experience 165

ClearAction

NOVEMBER 11, 2022

Require proof of agile management: getting customer feedback early and often, and learning from it to assure success. This nurtures gratitude for customer insights that set every growth effort on a success trajectory. Employee experience gains from gratitude in interactions are smiles, responsiveness, and doing the whole job.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

Lumoa

OCTOBER 31, 2021

About Lumoa Lumoa is a company created by insight professionals with the mission of empowering every employee in every organization to make the right decisions based on the voice of the customer. This includes any unstructured feedback from survey responses to online reviews and customer support conversations.

Analytics 208

Analytics Touchpoint Customer Centricity Feedback 208

ClearAction

JUNE 29, 2023

This is in contrast to Experience Management maximizing brand allies via referrals and quick wins, and Touchpoint Management maximizing revenue (or productivity for employee experience or nonprofits or governments) by reversing and offsetting churn. It maximizes lifetime value by preventing value roadblocks.

Leadership 62

Leadership ROI Customer Journeys Touchpoint 62

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. In this session, Jim Davies will share how focusing on the employee experience drives customer engagement, loyalty and advocacy.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Forrester's Customer Insights

DECEMBER 27, 2023

In this blog, I look at digitizing an employee experience for both the benefits of sustainability and accessibility. While digitization is relatively easy with a broad technology landscape, making changes for sustainability or accessibility is much harder to do.

Employee Experience 33

Employee Experience Technology 33

Forrester's Customer Insights

MAY 9, 2018

Today, we’re excited to announce the publication of our latest report on the state of remote working, which focuses exclusively on creating a better experience for employees who primarily work-from-home. The number of regular work-at-home employees has grown 115% since 2005, and 40% […].

Employee Experience 25

Employee Experience Report Customers 25

ShepHyken

AUGUST 21, 2020

The challenge lies in understanding today’s changing reality and employees and customer insights and needs, so that you can equip your people with the right skills and tools. Transformational programs do not have an end date. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Experience 246

Customer Experience How To Culture Groups 246

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