2 days ago

What Could Next-Gen Financial Coaching Look Like?

Over the past decade, Forrester has written extensively about the evolution of digital money management (AKA personal financial management, or PFM). Digital money management promises to give millions of people the financial education, budgeting tips, financial guidance, and advice that they sorely need. Yet, despite customers needing financial advice as much as ever, early implementations […]

3 days ago

Empathy And Disruption: Partnering Together For A Better Brand Experience

Perhaps it’s curiosity that fuels my excitement when discussions about disruption surface. Add empathy into the mix, and you’ve got my attention. This year’s Spredfast Summit intertwined the themes of disruption and empathy across 1.5 days, and I’ve provided a few action-oriented nuggets below just for you. A brand’s age is just a number — […]

3 days ago

Insights-Driven Businesses Have Different DNA

Like many digital native startups, data analytics underpinned peer-to-peer eCommerce site Etsy’s operations since the company was founded in 2005. In their early days , their struggles to achieve true customer understanding led to poor digital experiences for its sellers and the failure to accurately capture customer preferences. Etsy turned this around by building out […]

3 days ago

New Data: How CX Improvements Drive Business Growth For 17 Industries

If you want to make the case for CX, check out the new data we just published in the report “Drive Business Growth With Great Customer Experience, 2017” (paywall). In our analysis, we modeled the effect of changes in CX on loyalty and business growth for 17 industries. We included four new industries per popular demand: Health […]

3 days ago

Artificial Intelligence Needs Real Empathy To Succeed In CX

What’s the future of CX? How will Artificial Intelligence (AI) help break through the customer experience ceiling? How must CX professionals like you evolve their skills? We found a surprising – and not so surprising – answer when the Boston CXPA team celebrated CX Day. Forrester hosted the celebration with CX and UX practitioners in […]

3 days ago

CEAN: Deming Cycle

Properly the most important thing in our profession when we write presentations https://drive.google.com/open?id=0B91hUBf4y2-gZjJSOWVoQjc5UU0     Related Post CEAN: Back to batch CEAN: Common mistakes in business architecture On Stupidity – Data Standards “No-go areas” for architects

4 days ago

CEO Conviction In CX – Why You Overestimate It And How To Get It at CX Europe 2017

Seems like it’s good news when only 5% of CX pros say lack of support by the CEO is among their top 3 challenges. A successful CX transformation needs a CEO who leads by example and rallies the organization around CX. When committed CEOs leave, CX efforts die. But is this really good news? No. […]

4 days ago

Debunking the US Tech Talent Shortage

Is the US suffering a tech talent gap? That impression has been showing up in the press a lot, and seems to fit with a perception of a dysfunctional US education system. But while it may be challenging to recruit workers with certain tech skills, in a new Forrester report, “Debunking The US Tech Talent […]

4 days ago

CDOs Drive Change, Build Trust, And Foster Insights-Driven Organizations

Organization are slow to change but technology changes quickly. If you leave the organization as is many won’t catch up with the change, and the technology maturity gap will widen between them over time. I saw this described in breakout panel at Strata Data in New York a few weeks ago. Unfortunately, the speaker left […]

4 days ago

CXEurope 2017: Introducing the Values Based Customer

More than 5 years ago Forrester introduced the Age of Customer as a new 15 to 20 years era which saw the increasing customer empowerment in front of brands and companies. For companies, the first step in this era turned into improving the customer experience and the customer journey through an omnichannel strategy,  identifying the […]