Beyond the Application
Beyond the Application: Architecting Experiences, Not Just Systems This year’s…
customer experience
Make Your Brand “Voice” Loud and Clear.
(Forrester clients, read full report “Give Your Brand A Voice — Literally” here) Voice is marketing’s most significant paradigm shift this decade —one that has far-reaching implications for how brands engage customers and prospects. Read Fo…
Seeking Magic Moments – Why It’s Time to Tune Up Your Digital Experience Stack
The legendary R&B singer and songwriter Ben E. King got it so right in the Drifters 1960 recording of “This Magic Moment.” The song is timeless because it tells a classic tale of a first kiss. And also captures a moment in time in words and song th…
Organizational Design Needs Deep-Rooted Change
Every day, executives lean in and light up when we describe the virtues of operating with true customer obsession, vowing to make a change. …and then they return to their reality. The entrenched design of their companies’ organization holds them back. …
The Billion-Customer Digital Accessibility Opportunity
There’s a vast population that many companies can’t reach because they design experiences without accessibility in mind — it’s large and growing by the minute. And these potential customers have money to spend: Over 1 billion people worldwide have a di…
Banking CX Is Stagnating
Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. Based on a survey of more than 110,000 US adult customers in 2018, Forrester’s Customer Experience Index (CX Index™…
VIVA TECH 2018
From Thursday to Saturday, more than 70.000 visitors will attend the third edition of VIVA TECH in Paris, one of the largest digital and tech conferences in Europe. The aim is to celebrate innovation and to help start-ups and businesses to grow. The li…
CX For Gov IT: Driving Federal IT Performance Using CX Principles
The reality is that most Federal IT leaders are under increased scrutiny to deliver increased value and productivity from technology investments at the lowest cost. Simply performing a top-to-bottom technology rationalization effort will no longer make…
Three Takeaways On eCommerce From My Trip To China
I recently spent two weeks in China to attend an event hosted by eCommerce company JD.com for analysts and retail thought leaders. Here are my takeaways on the state of eCommerce in the world’s largest eCommerce market: Customers in China seek no…
What Brought Me Back To Forrester: Our Market-Leading Engagement Around Emerging Technologies
It is such a pleasure to be back at Forrester, especially now when our firm is actively embracing and helping you, our customers, leverage new technologies to innovate and differentiate your business. After three years leading technology strategy and m…
Creating The CX-Centric Utility
Outage management is a defining moment for utilities and thus provides a great way to reimagine the relationship between utilities and their customers. Absent an outage, most consumers don’t give a whole lot of thought to their utility company – flip a…
Apple’s Brand Playbook Unlocked
Do you want to be like Apple? In 2010, Apple ranked as the 17th most valuable brand in the world. Just three years later, it had garnered the top spot and has remained there. Since 2010, Apple’s brand value has increased at a compound annual growth rat…