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Customer Experience Index Reveals Brands Lack Human Connection

Ajouté le 05-09-2018, via Forrester Blogs – Forrester, dans Divers

Forrester's 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers. This is not a question of delighting customers as an endgame or some fluffy sense of emotional attachment; this is a crass...

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Fourteen Hacks For Your CX Business Case

Ajouté le 05-09-2018, via Forrester Blogs – Forrester, dans Divers

Eighty-six percent of CX professionals we recently surveyed say that the ROI of CX isn't well established in their firm. Yikes! To be fair, building a CX business case can be hard. And even when you've built one, you may discover that it's not compelling enough and therefore you miss out on the...

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The Key To Marketing And Sales Alignment? The Customer

Ajouté le 04-09-2018, via Forrester Blogs – Forrester, dans Divers

B2B marketers get it. They know they need to operate across their sales and marketing silos to get beyond portfolio-centric campaigns to connect with buyers via specific, contextually relevant content that engages customers across the entire life cycle. The question is no longer why. The question...

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Zero Trust Technology Works; Excuses Don't

Ajouté le 04-09-2018, via Forrester Blogs – Forrester, dans Divers

I have done a few exercises on implementing Zero Trust and Zero Trust eXtended (ZTX) in enterprises. The impetus behind these exercises from a strategy standpoint is that the participating organizations have leaders that are Forrester clients and had read, or at least breezed through, the research...

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Have We Nailed It, Or Do We Still Need To Talk About Security Communications?

Ajouté le 04-09-2018, via Forrester Blogs – Forrester, dans Divers

In 2011, I published a report titled 'How To Market Security To Gain Influence And Secure Budget.' I am now going through the process of refreshing this report, and it got me thinking: What has changed in the space of security communications and influence since 2011? Do I still need to write about...

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Can Emerging Technologies Turn The “Seamless Experience” Unicorn Into A Reality?

Ajouté le 30-08-2018, via Forrester Blogs – Forrester, dans Divers

A few weeks ago, I opened my inbox to find an email from The New York Times telling me it had updated its homepage, saying it wanted to give its subscribers a 'seamless experience: Whether you visit on your phone, tablet or computer, you'll now see the same groups of stories across all of your...

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Four Reasons Why Reddit Is The No. 1 Social Media Platform For Channel Professionals

Ajouté le 30-08-2018, via Forrester Blogs – Forrester, dans Divers

As of June 2018, Reddit surpassed Facebook to become the US's most-visited social media platform.[1] And it's the US's third-most-visited overall after Google (No. 1) and YouTube (No. 2) and ahead of Facebook (No. 4) and Amazon (No. 5). Furthermore, Reddit users on average spend twice as long on...

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A good life hack

Ajouté le 30-08-2018, via Forrester Blogs – Forrester, dans Divers

Quickly: Stop reading the news during your workday — you will be happier and more productive. I was traveling in Europe in June, and in a reflective moment, I asked myself a simple question: 'What one habit could I change that would improve my life?' As I surveyed my typical day, I spotted an...

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Beyond The Hype, AI Will Spark A Marketing Renaissance

Ajouté le 30-08-2018, via Forrester Blogs – Forrester, dans Divers

Marketing technology (martech) vendors are heavily pitching AI. However, AI per se is not new and won't solve CMOs' problems overnight. In fact, many marketers use AI without even knowing it, when they use AI-powered algorithms for programmatic ad buying! The reality is that AI will scale existing...

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Join Us At Forrester's Annual CX Europe Forum November 13–14

Ajouté le 29-08-2018, via Forrester Blogs – Forrester, dans Divers

Back in 2012, I attended Forrester's CX Europe event for the first time — at the time, as a Forrester client. This November, six years later, I'm delighted that I'll be hosting the event. Personally and professionally, hosting CX Europe 2018 falls under the category of BHAG (Big Hairy...

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