1 month, 18 days ago

The Power Of Our Brand Energy Framework, Now In Your Hands

A FOND FAREWELL TO BRAND MANAGEMENT (AS WE KNEW IT) It is apparent to marketers who’ve chosen to look with a critical eye that the old-school, text book, command-and-control branding is headed the way of the dodo bird. The idea of managers contro…

2 months, 12 days ago

Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response

Around the world, CX quality has largely stalled. Why? Multiple data sources show that customer confidence is up, spending is up, and expectations are rising as consumers interact with brands more than ever before. But the data also shows that trust in…

2 months, 16 days ago

Three Emotional Territories That Winning Brands Get Right

Sell, Sell, Sell? Up-selling and cross-selling are extremely popular activities to boost profit margins. In my many years of consulting with financial services organizations, I have seen various shades of getting customers to buy up and buy into an ass…

3 months, 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 […]

3 months, 6 days ago

The US Banking Customer Experience Index, 2017

In this year’s Customer Experience Index, Forrester ranked and measured CX quality of 28 US direct and traditional retail banks brands. The research is based on Forrester’s CX Index methodology, which measures how well a brand’s CX strengthens the loyalty of its customers. After analyzing the new data, we found that two stalwarts of CX […]

3 months, 19 days ago

Human + Machine: Forrester’s CXSF Forum, 10/19 – 10/20

Forrester’s CX team is putting the final touches on Human + Machine, our customer experience forum in San Francisco for 2017.  This year we shine a spotlight on how AI can improve customer experience. That includes both how companies innovate with AI today, and the most exciting opportunities for tomorrow. We’re starting out with a case […]

3 months, 23 days ago

Drive Creativity And CX Innovation With Employee Empathy

The Case For Customer Empathy… Hubspot’s INBOUND 2017 slogan emphasized “Empathy.” My expectation: it would make the case to the 21,000 people in attendance that customer empathy is critical to their engagement efforts. I was for it — it’s something my research focuses on, and is something we in the CX and UX field try […]

4 months, 4 days ago

New Forrester Waves Assess Customer Journey Analytics Platforms

Why is journey analytics such a hot topic? Because it can help firms move the needle on customer obsession. That’s why after months of research — including in-depth briefings, demos, and customer references — we’re excited to announce the release of not one but two Forrester Wave’s focused on customer journey analytics platforms! Customer journey […]

5 months, 1 day ago

Brand 2020: Act 3. Redemption

A MANIFESTO IN THREE ACTS Summer is a good time for reflection. At this time of the year, many take a week or two away from the crush of meetings and deadlines to spend time with friends, family, and to dwell in the clarity beyond the grind. I spent some of this time thinking about […]

5 months, 8 days ago

Brand 2020: Act 2. Soul-Searching

A MANIFESTO IN THREE ACTS Summer is a good time for reflection. At this time of the year, many take a week or two away from the crush of meetings and deadlines to spend time with friends, family, and to dwell in the clarity beyond the grind. I spent some of this time thinking about […]

5 months, 15 days ago

Brand 2020: A Manifesto In Three Acts – Act I. Crisis

THE MANIFESTO Summer is a good time for reflection. At this time of the year, many take a week or two away from the crush of meetings and deadlines to spend time with friends, family, and to dwell in the clarity beyond the grind. I spent some of this time thinking about how the work […]