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Unleash the power of the spoken word

Unleash the power of the spoken word Our modern lives are encoded in data. We spend hours on our phones, in virtual meetings, on social media and much more. This unprecedented creation and demand for human-centered data is driving a shift in Experience and Research industries. A shift from passive feedback to active conversations. A […]

Unleash the power of the spoken word
Customer experience

Sharing our 2022 predictions for CX professionals

Sharing our 2022 predictions for CX professionals Forsta hosted a webinar with guest speaker Judy Weader, Senior Analyst at Forrester, and our very own Chris Brown, VP of CX Consulting, covering top predictions for 2022. We’ve outlined these predictions below, but the full webinar is also available on-demand including more detailed examples of how CX leaders are […]

Sharing our 2022 predictions for CX professionals
Customer experience

Size up your Customer Experience

Size up your Customer Experience Ever wondered how you measure up against your competitors? Or against the very best organizations in any industry? Where would you even start? Fret no more – we’ve got you covered.   We’re proud to introduce you to HX Benchmarks, a tailored benchmarking service developed jointly by Forsta and one of […]

Size up your Customer Experience
Customer experience

Going beyond the NPS® Score

Going beyond the NPS® Score Created nearly 2 decades ago, the Net Promoter Score has attracted much controversy among the CX professional community. But first, a quick reminder… NPS measures a customer’s propensity to recommend a brand on a 0-10 scale. Promoters are those who give a score of 9 and 10, Detractors 6 and less, and Passives make up the rest with […]

Going beyond the NPS® Score
Customer experience

5 Steps to ensure your digital CX program delivers results

5 Steps to ensure your digital CX program delivers results Digital customer interactions have increased at a phenomenal rate, fueled by the pandemic but also the natural evolution of consumers’ expectations. As a matter of fact, Forrester predicted a 40% rise in digital customer service interactions in 2021. So what does this mean for customer […]

5 Steps to ensure your digital CX program delivers results