Member Since: 24th Jul 2015
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Independent research and advisory firm
Forrester
17th Apr 2019
I went to see a concert that epitomizes the state of customer insights in most companies today. It was a benefit for Creative Music Studio...
Blog
10th Apr 2019
In recent years, a wave of so-called digitally native direct-to-consumer (DTC) startups have burst onto the scene and have grown in...
Blog
3rd Apr 2019
When was the last time you answered a phone call from a phone number you didn’t recognize or opened an email from an unfamiliar sender?...
Blog
2nd Apr 2019
Happy customer service agents mean happy customers — and happy shareholders. Engaged agents also have better job performance, are more...
Blog
2nd Apr 2019
Marketers have been using behavioral economics to understand and exploit the irrationality of consumers long before the golden age of...
Blog
25th Mar 2019
Forrester’s customer experience (CX) research team published more than 100 reports in 2018. I looked at the most important CX findings from...
Blog
13th Mar 2019
The Journey From Energy To Experience In the summer of 2017, I, along with my Forrester colleagues, wrote up the results of our year-long...
Blog
11th Mar 2019
After more than two years of loyalty program limbo and “will it or won’t it” debates, Marriott unveiled the name of its unified loyalty...
Blog
15th Feb 2019
Only 16% of CMOs are responsible for leading the execution of their firm’s digital transformation. Now is the time to rethink your role...
Blog
13th Feb 2019
“Trending” reminds me of the fairy tale The Magic Porridge Pot , in which the pot wouldn’t stop cooking porridge and flooded the entire...
Blog