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Forrester Introduces New Forrester Decisions Service For Customer Experience LeadersCAMBRIDGE, Mass., Sept. 23, 2021 /PRNewswire/ -- Forrester (Nasdaq: FORR) introduces Forrester Decisions for Customer Experience to help customer experience (CX) leaders and their teams strengthen and scale the CX discipline, maximize the ROI of CX improvements, and align CX investments to the experiences that improve loyalty and drive revenue. This service offers bold vision research, curated tools and frameworks, and hands-on guidance to enable organizations to create consistent, on-brand, and high-quality experiences that deliver tangible business results. According to Forrester's US 2021 Customer Experience Index (CX Index™), companies that focused on improving customer experiences excelled during the pandemic, with 21% of brands receiving a significantly higher score for CX quality. In fact, companies that put the customer at the center of their leadership, strategy, and operations grow revenue, profits, employee engagement, and retain customers at more than twice the rate of other firms. Those firms' customers are 2.4x more likely to stay with them, 2.7x more likely to spend more with them, and 10x more likely to recommend them. Furthermore, loyal customers will pay up to 200% more for a preferred brand. Forrester Decisions for Customer Experience is part of a portfolio of 15 research services designed for executives, functional leaders, and their teams — across technology, marketing, CX, sales, and product management. It equips executives to move quickly, de-risk decisions, and save time and money when tackling their most pressing priorities. The priorities for the Forrester Decisions for Customer Experience service include:
"Customer experience has never been so important," said Sharyn Leaver, SVP of research at Forrester. "But too often, CX falls between the cracks of traditional business silos and fails to receive the prioritization and budget it deserves. Forrester Decisions for Customer Experience focuses on elevating the CX function within the organization and ligning all departments to the needs and demands of the customer. It also directly ties to business results, increasing the value of CX efforts and strengthening the business case for greater investment." Additionally, Forrester Decisions offers a personalized digital experience to help users intuitively navigate and share content. Forrester Decisions for Customer Experience includes three core components to help CX leaders make progress on today's priorities and plan for the future: 1. Bold vision research showcasing the latest insights, trends, predictions, and market forecasts to stay ahead of shifting customer and market dynamics. Examples include:
2. Curated tools and frameworks to tackle priorities with strategic models and plug-and-play templates, including:
3. Hands-on guidance to apply Forrester research to specific needs:
Resources:
About Forrester Contact: View original content:https://www.prnewswire.com/news-releases/forrester-introduces-new-forrester-decisions-service-for-customer-experience-leaders-301384194.html SOURCE Forrester |