Forrester
Forrester
Member Since: 24th Jul 2015
Blogger
Independent research and advisory firm Forrester
4th Dec 2019
The season of sales is here, and retailers are preparing for an influx of site traffic, store visitors, and (hopefully) purchases. But as...
Blog
4th Dec 2019
I recently described how to tie CX to revenue in a measurement system. Admittedly, it’s a little complex (though very doable; we do it...
Blog
26th Nov 2019
In a previous post, I wrote about why $ is the only customer experience (CX) metric that really matters . So how do you make it the...
Blog
25th Nov 2019
Customer service organizations use robotic process automation (RPA) as a tactical and short-term approach to digitize common agent tasks...
Blog
20th Nov 2019
Ever since “digital” swept across the world and became a word that’s almost synonymous with innovation, companies large and small have been...
Blog
20th Nov 2019
Over the past three years, we’ve been overwhelmed with hype around AI and automation’s impact on customer service interactions. By now, we...
Blog
15th Nov 2019
When it comes to customer experience (CX) predictions, there’s an elephant in the room that’s dominating our thinking this year: money. Why...
Blog
13th Nov 2019
We’re in an age when what customers think — and do — matters more than any other business factor, and so the gold rush of customer insights...
Blog
13th Nov 2019
I’d be doing you a massive disservice if I didn’t tell you that the one CX metric you must report to your CEO and the rest of your C-suite...
Blog
12th Nov 2019
Since the EU’s General Data Protection Regulation (GDPR) went into effect in 2018, the landscape of privacy in marketing has changed...
Blog