Member Since: 24th Jul 2015
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Independent research and advisory firm
Forrester
23rd Aug 2019
We first published research on social selling in 2016, and B2B sellers continue to flock to various networks to interact with their...
Blog
7th Aug 2019
If you tell employees to apologise when a customer shares feedback about a bad experience, think again! Customers give you feedback because...
Blog
31st Jul 2019
Valuing a brand can be a deeply divisive exercise. To most marketers, there is an axiomatic simplicity to brand value. Questioning it, or...
Blog
24th Jul 2019
True Or False? — Passenger Experience Drives Airline Profit! If you’d like to test yourself and your customer experience (CX)/ marketing...
Blog
22nd Jul 2019
Most firms love to talk about the value of customers but don’t get value for customers right. That’s ironic because customers that get...
Blog
11th Jul 2019
Many organizations, particularly in North America, think that the EU’s General Data Protection Regulation (GDPR) doesn’t apply to them. On...
Blog
10th Jul 2019
Customer experience has stalled. Over the past 24 months, some of the stars of Forrester’s Customer Experience Index ( CX Index ™), such as...
Blog
10th Jul 2019
Are you asking how much CX improvement is worth in annual profit to your business? If not, you should be. Business leaders in the financial...
Blog
5th Jul 2019
"When everyone is super, no one will be.” Little did “The Incredibles” villain Syndrome know that he was predicting the challenge of both...
Blog
2nd Jul 2019
Many organisations focus on becoming more digital on the outside. Yet our research shows that most are far from being digital on the inside...
Blog