Latest from Forrester
Experience Research And Design Leaders: Use Forrester’s New Model To Assess Your Organization’s Maturity
October 10th, 2024 6:35 pm
In the realm of experience research and design, achieving organizational maturity is an ongoing process of evolution and refinement. Leaders must transcend reactive, ad hoc management of their teams to embrace a systematic, data-informed approach that emphasizes responsible, strategic scale. Learn how seasoned leaders manage their organizations through the lenses of five pillars: purpose, people, […]
Read Article →Slash The Hidden Costs Of Your Customer Surveys
October 9th, 2024 10:00 am
Nearly all CX measurement and VoC efforts use customer surveys. But your surveys are costlier than you think. Obvious costs include the budget for a tech vendor you use to send and analyze surveys or incentives for customers.
Read Article →B2B Firms Win By Putting Customer-Obsession Vision Into Action
October 8th, 2024 1:52 pm
Forrester’s State Of Customer Obsession Survey, 2024, shows a common thread among B2B companies that reach the highest level of customer obsession: They commit to putting the vision into action and never stop.
Read Article →Get Ready For GenAI Chatbots: The State Of Conversational AI
October 7th, 2024 6:58 pm
Talk about change! As we approach the two-year anniversary of the announcement of OpenAI’s launch of GPT-3.5, conversational AI has been reinvented to incorporate generative AI (genAI) to take advantage of the many ways that this technology can make self-service applications smarter. Previously, the conversational AI tools used to create chatbots and intelligent virtual agents […]
Read Article →What To Do With The New Customer Experience Management Standards
October 2nd, 2024 12:37 pm
In recognition of CX Day 2024, Bain & Company, in collaboration with Kantar and Qualtrics, released a new set of global standards for customer experience teams. Will they help CX teams resolve their challenges?
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