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Forrester’s US 2020 Customer Experience Index Reveals CX Quality Improved Dramatically Over The Past Year

27% Of Brands And Nine Industries Achieved Significantly Higher Scores; CX Differentiation Is The Key To Post-Pandemic Success According to Forrester's US 2020 Customer Experience Index (CX Index™) rankings, 27% of brands improved their CX Index scores over the past year, a significant jump compared to previous years marked by minimal gains. Factors contributing to the increase in scores this year include CX professionals prioritizing high-impact projects, securing executive buy-in, evangelizing CX projects across the…

Forrester: The Time Is Now For CX And Marketing Professionals To Transform Customer Experience

New Research To Be Unveiled At CX North America 2020 Will Help Organizations Recalibrate Customer Experience To Address Changing Customer Needs Unprecedented levels of market uncertainty paired with new guidelines on how to serve customers during the pandemic are forcing brands to reimagine their interactions with customers. Aspects of customer experience (CX) that were integral to a brand experience before the pandemic are no longer valid and need to be revisited. To help brands transform their customer experiences to…

Upland Software Named to 2020 Forrester Now Tech Report for Mobile Engagement Automation

Forrester Research, Inc. names Upland among top 25 mobile engagement automation providers in 2020 Upland Software, Inc.  has been named in the Now Tech: Mobile Engagement Automation (MEA) Vendors Report, published by Forrester Research, Inc. The latest report from Forrester features technology that utilizes real-time and contextual insights to engage with users via a mobile device at critical moments within the customer lifecycle. Upland was one of 25 vendors included in the report. Marketing Technology News:…

Adobe Named Leader in Forrester Wave + Gartner Magic Quadrant

Adobe Received Highest Score Possible in Personalization, Product Vision and Roadmap, and Delivery and Extensibility Ecosystem Criteria Adobe today announced that it has been positioned as a Leader in two recent eCommerce reports from Forrester Research Inc. — “The Forrester Wave™: B2C Commerce Suites, Q2 2020” and “The Forrester Wave™: B2B Commerce Suites, Q2 2020.” Adobe was one of 13 vendors in the B2B Wave and 10 vendors in the B2C Wave that were evaluated on their Strategy, Current Offering and Market Presence. “With…

New Research Revealed At Forrester’s SiriusDecisions Summit 2020 Shows Coronavirus Pandemic Is Accelerating Modern B2B Buying Behavior

Environmental factors are forcing a reliance on digital interactions, with 42% of B2B purchases now being made online Rapidly evolving environmental factors due to the coronavirus pandemic are driving profound changes in the behaviors of B2B buyers. This poses a risk to all B2B organizations unless they adapt quickly and pivot their strategy to be more customer-centric and digital. To lead by example, Forrester transformed its flagship Summit 2020 into a four-day virtual event, which concluded earlier today. Attendance…

Forrester: Start Planning Your Coronavirus Pandemic Recovery Now

As many countries enter phase three of the coronavirus, pandemic management protocols (PMPs) will define how we work, travel, congregate, and connect as a society According to Forrester, many countries across North America and Europe are entering phase three (management) of the coronavirus pandemic, expected to last from mid-May through the end of the year 2020 and into the year 2021. During this phase, pandemic management protocols (PMPs) — ways of working, traveling, socially congregating, and connecting — will have to…

Forrester Continues To Expand Its Learning Platform; Introduces New SiriusDecisions B2B Marketing Certification Program

Forrester announced the launch of its new SiriusDecisions B2B Marketing Certification program. The program is an eight-week, facilitated online course for B2B marketers that will elevate their proficiency in marketing best practices and lay the foundation for best-in-class marketing strategies that are aligned to the organization's goals. The new certification expands on Forrester's suite of learning offerings that include CX Certification and Zero Trust Certification programs.…

Forrester’s 2020 Martech Predictions: Employee Experience, CX Values, Dynamics and IT Agility

Today, Forrester has announced the 2020 predictions, identifying the key market dynamics that will impact companies' growth in the coming year. 2020 will be the year that moves leaders' attention to adaptability: the ability to understand and anticipate market dynamics — and rapidly exploit opportunities, both big and small. Factors including heightened values-based consumer activism; the lack of clarity around Brexit; automation, Artificial Intelligence (AI) and robotics moving deeper into the organization; and…

Forrester Announces CX 2020 North America Forum

The Single Largest Customer Experience Event in North America to Unlock the Promise of Customer Experience Transformation Forrester announced it will host CX 2020 in New York City on June 16-18, 2020, consolidating its multiple successful CX properties in North America into one flagship event. The new event will highlight key trends, concepts, and technologies that will shape customer experience and growth strategies for enterprises — and unveil Forrester's 2020 Customer Experience Index (CX Index™), a ranking of…

Flipkart tops Forrester’s Customer Experience Index India Rankings

Forrester’s CX Index methodology was used to benchmark the CX quality of 39 brands in six industries Walmart's acquisition of Flipkart seems to be working for the e-commerce company as it has emerged as the top brand in the digital retailer's category in Forrester's Customer Experience Index (CX Index) India rankings for 2019. Shoppers Stop, Toyota Kirloskar and HDFC Bank are among the top four brands that have scored high on the overall index. Based on a survey of more than 10,000 customers in India in 2019,…

Forrester Unveils FeedbackNow 2.0, A Real-Time CX Analytics Solution

Powering Customer Experience Improvements That Drive Growth Forrester released FeedbackNow 2.0, a cloud-based customer experience (CX) platform that enables companies to monitor and improve their experiences in real time. In an integrated platform, FeedbackNow 2.0 combines in-the-moment feedback from digital and physical channels with Forrester's leading CX analytics, focusing firms on the experiences that will drive higher customer satisfaction and loyalty. Forrester_FeedbackNow…

Forrester’s 2019 Customer Experience Index Reveals Early Signs Of Advancement

CX performance is mostly flat but showing early signs of making gains, with leading brands relying on emotion to build loyalty Forrester released its US 2019 Customer Experience Index (CX Index™) rankings, which show early signs of CX improvement when compared to previous years. Released at Forrester's CX Forum in New York City, the findings show that 14% of brands achieved a significantly increased score; six industry averages rose while only one fell; and 5% of brands saw their scores decline. Additionally, the…

HG Insights Partners with Forrester to Expand Worldwide Technology Adoption Coverage

Forrester Uses Technographics from HG Insights to Give Customers a More Strategic Way to Allocate Sales and Marketing Resources HG Insights, the global leader in technology intelligence, announced a partnership agreement with Forrester’s Business Technographics Service. The combined offering leverages technographics from HG Insights to give Forrester’s global customers the ability to see technology adoption trends in more than 45 different markets worldwide. With these combined insights, sales and marketing teams can…

Forrester Lists Salesforce as a Leader in Real-Time Interaction Management

Salesforce, the global leader in CRM, announced that Salesforce was named a leader by Forrester Research in its report, The Forrester Wave: Real-Time Interaction Management, Q1 2019. Salesforce's real-time interaction management capabilities are powered by the Salesforce Marketing Cloud, which enables companies to know their customers, personalize communications and engage with them across all channels in real-time. Marketing Cloud analyzes the real-time behaviors of customers, visualizes the customer lifecycle and allows…

Forrester To Acquire B2B Sales Research Firm, SiriusDecisions

Creates a Robust Platform Guiding Companies to Drive Growth in the Age of the Customer Forrester entered into a definitive agreement to acquire SiriusDecisions, a leading business-to-business research and advisory firm, for $245 million in cash, subject to adjustment. The combination of Forrester and SiriusDecisions creates an innovative strategy and operations platform that can help business and technology leaders make the far-reaching changes needed to adapt to a customer-led, disruption-rich market while maximizing…

Engagement Labs Issues Statement in Response to the Forrester Wave Social Listening Report

New Forrester Wave Social Listening Report Makes Business Case for Engagement Labs' TotalSocial Engagement Labs Inc. releases its response to the Forrester Wave "Q3 2018 Global Social Listening Platforms" report that assesses the state of the social listening space and evaluates social media listening platforms. The highly regarded biannual report identified major deficiencies in the industry that one industry reporter says are addressed by Engagement Labs' innovative TotalSocial solution. Reporter Barry Levine of…

Forrester Launches CX Certification

CX Certification Builds the Skills Required to Deliver CX Programs That Drive Growth Forrester announced the launch of its CX Certification product, a first-of-its-kind training program that builds the skills companies need to create better customer experiences. The program offers a unique blend of hands-on learning and self-paced lessons in a digital learning platform, taught by Forrester experts drawing on more than 20 years of customer experience (CX) thought leadership. While 73% of companies aim to be CX…

Squirro Breaks Into Forrester’s List of Leading Augmented Intelligence-Based Analytics Platforms

Squirro has announced that it has been included in Forrester Research, Inc.’s “Master The Mechanics Of Analytics For Revenue Growth” report, published on 16 August 2018. The report examines common revenue-supporting objectives for B2B customer insights (CI) leaders supporting marketing and sales as well as “how-to” analytical techniques to drive these objectives. Squirro is a leading Augmented Intelligence solutions provider. At the time of this announcement, Dorian Selz, CEO and Co-founder of Squirro, said, “This report…

Forrester Adds Muscle to its CX Delivery Capabilities with New Acquisitions

Forrester Acquired Acquisitions Build Forrester's Real-Time CX Capability Today, Forrester announced that it has acquired FeedbackNow, a maker of physical buttons and monitoring software that companies deploy to measure, analyze, and improve customer experience. Forrester also acquired GlimpzIt, an AI and machine-learning provider based in San Francisco. Forrester's Aim is to Give Companies the CX Cloud Tools and Analytical Capabilities to Identify and Fix Experiences Immediately At the time of this announcement, George…

Retailers Still Struggle To Provide Consumers With High Quality Customer Experiences, According To Forrester’s CX Index

Forrester Ranked 53 Multichannel and Digital Retailers in Its 2018 Customer Experience Index, Finding That Average CX Quality Remained Stagnant or Declined Since 2017. Brands must focus on providing high-quality customer experience (CX) to gain loyalty, but retailers are missing the mark: According to Forrester's US 2018 Customer Experience Index (CX Index), multichannel retailers' CX quality remained flat, and 36% of digital retailers' scores decreased significantly since last year. Contrary to popular…