How And Why To Bother With Customer Obsession
Check these resources from Forrester out. They really know their stuff. Shar VanBoskirk is VP, Principal Analyst. Shar helps CMOs lead customer-obsessed …
Tag Archives: Forrester Research
Three Simple Guidelines For Goal Setting
Steve Silver is the Forrester Research VP, research director for the sales operations strategies practice, Steve manages and sets the …
Transforming customer experiences in a mobile app world.
John Colony, CEO of Forrester Research has a great article about the The Mobile War. CEOs should be aware of an …
Establish, Scale, And Evolve Your Customer Experience Culture Work Practice
Here is some great research from Forrester. I am a big fan of theirs. Paying attention to the culture is …
How important are great employee experiences in our digital world?
Our people create the experience, whether it is digital or in person. We can’t separate the employee experience from the …
Do We Need To Shift How We Think About Emotion And Customer Journeys?
Here is the latest from Forrester Research on customer journeys. Joana de Quintanilha, is a VP, Principal Analyst. We …
The new world of sales and marketing.
Why this is important: We know it has happened. The world of traditional sales and marketing is changing. Some of …
How Digital And CX Teams Collaborate To Deliver On Brand Promise
Odds are your firm is regularly seeking ways to improve customer experience (CX). You’re also likely embracing digital technologies to …
Brands: Here Is The Size Of Your Digital Commerce Prize
Consumer-facing brands know that there is proverbial “gold” in generating direct sales through digital commerce — but the big question is …
How do we drive cultural changes to reflect a customer-centric agenda?
Clement Teo from Forrester Research recently reported in from a Next Generation Telecom Summit in Honk Kong. There is agreement …
Radical change and the need to become a truly digital business
Sharyn Leaver, VP, Group Director explains that today’s business environment has radically changed and the need to become a truly …
“Most digital transformation is in reality a bolt-on to the current business model.” ~Nigel Fenwick | Forrester Research
“Most digital transformation is in reality a bolt-on to the current business model. Very few organisations are seeking to transform/change …
If my company invests in the customer experience, will it work?
It is reasonable to ask, if my company invests in the customer experience, will it work? This question drove Watermark …
“Most CEOs don’t fully understand the impact emerging digital technologies will have on their industry in the next ten years.” ~Nigel Fenwick
This may be your reality. You see a business (not technical) imperative to be a digital business. Your CEO and …
Epidemic of Emotionless Experience Design
Bruce Temkin and his team are onto something. There are at least 3 core pillars to the customer experience. Many …
Economics of Net Promoter Score. Does it make a difference?
As executives, we are always faced with the question of will improving the Customer Experience make a difference? A number …
“This is the age where digitally empowered customers are driving firms to become customer-obsessed, digital businesses.” ~Eveline Oehrlich
There is a new imperative in business. Our technology partners, the traditional IT department, and the CIO all need to …
How engaged employees create engaged customers.
Sam Stern at Forrester Research has some great ideas about hiring customer-centric employees. We know how important it is to …
What kind of business technology scorecard do you use?
Do you have a scorecard that translates your key goals and strategies in a way that drives performance? Have you created …
What does it take to win in a post-digital world?
The pace of change is stunning. Consumers have now moved from feeling empowered by digital technology to being entitled to …
The Evolving Role Of Business Architecture. Are we doing the right things?
Am I doing the right things? It is an essential question. It is certainly different from doing things right. The …
Am I ready for disruption?
Am I ready? Am I ready for someone else to disrupt my company? Can we disrupt ourselves? These are essential questions for …
Why should I invest in improving the Donor experience at my nonprofit?
It is reasonable to ask, if my nonprofit invests in the donor experience, will it work? This question drove Watermark …
What are the current mobile and app marketing trends?
Forrester has released its mobile predictions for 2016, highlighting how mobile will act as a catalyst for business transformation and …
A good case for not hiring a CDO (Chief Digital Officer)
Martin Gill at Forrester Research says don’t hire a Chief Digital Officer. Chief Digital Officer (or CDO) is the latest …
3 Strategies to Sell the CxO on Customer Experience Management (CXM)
Do you have a “burning platform”? If so, making the case for investing in customer experience management is in order. …
How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture
Sam Stern, from Forrester Research in his report, “How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture,” is a case study …
Why is it important to blend direct and digital campaigns?
There is a big change going on in terms of how people are interacting with us across tradition channels and …
What is business technology? A slow but relentless revolution that is important to the digital executive.
We live in a world where simply trying to align technology with business units is becoming difficult or even impossible …
The A, B, C, D and E’s of Marketing Engagement
Marketing is catching up to the “engagement game” and has powerful new tools to help. Will marketing automation actually lead …
When Was The Tipping Point For Customer Experience? It Looks Like It Started “Tipping” In 2010!
When Was The Tipping Point For Customer Experience? It Looks Like It Started “Tipping” In 2010! Harley Manning’s Blog – Harley serves …
Why Customer Experience? Why now?
Why should we be concerned about the customer experience? What difference will it make? The challenge is, if not now, …
The average person spends the majority of his or her time using only a handful of apps. Will yours be one of them?
While mobile apps won’t solve everything, consumer expectations about their utility is moving fast. Now is the time to fine …
If you are a digital executive, please ask your CIO if you have a “zero trust” approach to cyber security
Your company or nonprofits reputation is at stake. If you are a digital executive, please ask your CIO if you …
Why creating great employee experiences is important to the customer experience
Our people create the experience, whether it is digital or in person. We can’t seperate the employee experience from the …
What is digital disruption?
What if someone with 1/10th your cost structure launched a full scale attack on your business tomorrow? Will you be …
Why should I invest in improving the Customer experience at my company?
It is reasonable to ask, if my company invests in the customer experience, will it work? This question drove Watermark …
Is hope a good business strategy?
Is hope a good strategy? For many of us in business, it seems to be on some days. We can …
Is the experience for your customers simple and easy to use?
Clement Teo from Forrester Research recently reported in from a Next Generation Telecom Summit in Honk Kong. What do telcos …
The digital business imperative
Sharyn Leaver, VP, Group Director explains that today’s business environment has radically changed and the need to become a truly …
Digital Business