For many companies, customer service is a cornerstone of their customer experience strategy. It’s an area of increasing importance because: Good customer service experiences are good for business. Customer satisfaction correlates to customer loyalty — and loyalty has economic benefits. Forrester calculates that a 10% improvement in a company’s customer experience score can translate into […]| Forrester
Forrester's Andy Hoar discusses the large-scale displacement of B2B sales reps by 2020, triggered by the powerful combination of empowered customers and digital technologies.| Forrester
Security information and event management systems aren't what they were a decade ago. Here, we dispel a few common misconceptions.| Forrester
In 2015, we explored whether customer experience really matters to business success or whether CX is just the latest hype. Our conclusion: superior CX drives superior revenue growth in industries where customers are free to switch business and competitors deliver a differentiated customer experience. This year we repeated our study to see if the results […]| Forrester
For the third consecutive year, B2B marketing content continues to underwhelm business consumers – most say vendors give them too much material and much of that material is useless.| Forrester
Your customers just want an accurate, relevant, and complete answer to their question upon first contact so they can get back to what they were doing before the issue arose. Our data backs this up: 53% of US online adults are likely to abandon their online purchase if they can’t find a quick answer to […]| Forrester
