Aggregated enterprise architecture wisdom
For a CX transformation effort to go beyond the small and tactical, organizations need an executive in charge of leading the effort. Although these senior leaders go by various titles, the most common is still Chief Customer Officer (CCO). That’s why I…
Across industries, improvement in CX leads to growth in total revenue. Facing stiff competition on- and off-line, retailers need to invest in superior CX to differentiate themselves and foster the loyalty of empowered customers. However, consumers tell…
Last week was a massive week for marketers. Black Friday 2017 hit record numbers: Not only did shoppers start early, they began clicking at a rate of 2,800 orders per minute, spending $1 million per minute at the peak of Black Friday. Research shows th…
CVS and Aetna have formalized a merger agreement with CVS set to acquire Aetna for roughly $69 Billion dollars. In deals of this nature, approval hinges on one thing: consumer good. The Department of Justice evaluates mergers of this magnitude to ensur…
CVS and Aetna have formalized a merger agreement with CVS set to acquire Aetna for roughly $69 Billion dollars. In deals of this nature, approval hinges on one thing: consumer good. The Department of Justice evaluates mergers of this magnitude to ensur…
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…
The Australia Customer Experience Index (CX Index™) data for 2017 is in, and there’s bad news: CX quality in Australia has worsened and there are no true leaders. This isn’t Forrester’s opinion — it’s how 9,000 Australian customers graded their recent …
As promised, Forrester’s Customer Experience Index (CX IndexTM) results for India 2017 are out. We’re excited to see that over-all, brands in India are doing better this year than they did in 2016! Over half the surveyed 36 brands improved their score….
Dear Brand, We know you love your customers. You do your best – to catch their eye, hold their attention, serve and pamper them, and help them in need. And then hope they keep coming back for more. In fact, you hope you did such a bang-up job of impres…
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…
Forrester’s been writing about customer obsession for nearly half a decade, but until recently, most companies merely paid lip service to it. What’s changing? Marketers’ jobs security: CMOs have the shortest tenure in the C-suite and …
When we put together our 2018 predictions, four overarching themes caught my attention: separation, speed, money, and time. Separation. The uncertain fate of many companies seems at odds with the reality that most economies, labor markets, and industri…