Posts Tagged ‘forrester’

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Harley Manning and Andrew Hogan dove deeper into how CX can drive revenue.  They gave us some specific examples of what to do to help your experience give better $$ results. It’s not enough to be digital these […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. One of the most fundamental questions Vanguard faces: How do you build an emotional connection with millions of clients you’ll never meet in person? Think back to opening your 401K or brokerage statement back in 2009.  Not a […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Culture is so important that it eats strategy for breakfast.  We looked at CX leaders and CX laggards across 21 different industries and asked questions: Do CX leaders and CX laggards describe their cultures in different terms. No, […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. John Dalton interviewed Alice Milligan, Chief Customer and Digital Experience Officer at Citi. John: What was the specific motivation for creating the Chief Customer Officer. Alice: There were a lot of changes going on at Citi. The company […]

Forrester sees three tectonic shifts in B2B Tech CX measurement Level of focus: Look at traditional account level or other views The amount of feedback: Are we effecting the feedback by the number of surveys Channels and channel partners: where does it fit in our business and the CX experience Question: From account level measurement […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Rick Parrish discussed the CX Maturity model.  He started with an example of a company whose employees needed to fight with corporate and work off-site just to start to deliver a better customer experience. Quote: You can’t create […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Rick Parrish discussed the CX Maturity model.  He started with an example of a company whose employees needed to fight with corporate and work off-site just to start to deliver a better customer experience. Quote: You can’t create […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. GM is a great example of success and change: Alfred P Sloan devised a brilliant strategy to have a car for every single status. That status pushed GM to over 50% market share and they held that for […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. The key to CX is SIMPLICITY. How do you drive change and create culture around a new mindset?  It’s simplicity. It’s the new black. You need to make difficult things easy to understand.  They will drive results. What […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Roxy: this is the fun portion of the morning. Fact: Two years ago, Forrester unveiled the approach to determine the CX improvement initiatives.  CX Index is two years old this week. Data insight comes from that lower level […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Spirit doesn’t focus on CX. They have 18% growth and are among the most profitable. Comcast is at the bottom of the CX index. But…. they are hugely profitable. In 2015 they had an operating margin of 41%. […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. John Dalton noted how much CX has changed over time.  Years ago, it was only mentioned by a few companies. Today, the topic is front and center for many companies.  As CX has gone mainstream, the challenges continue […]