Pioneering a CX trail in a brand new category
In this Forsta Customer Spotlight, we profile Brian Adler, Senior Manager of Knowledge and Insights for Ayr Wellness – a leading player in the US medical and emerging recreational cannabis markets.
The Human Experience of urban mobility
The Human Experience of urban mobility Navigating the 21st century urban jungle How do people want to get around in modern cities? It seems like a simple question. But for urban planners, transport providers and automakers, the answers are complex. To understand why, start with the incredible growth that cities are experiencing. Since 2007, over […]
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 […]
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 […]
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 […]
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 […]
Drowning in data, tangled in tech: the modern CX leader’s reality
Drowning in data, tangled in tech: the modern CX leader’s reality “I never expected to spend so much time in the weeds.” There has been steep growth in the volume and variety of data sources for Experience and Research teams: behavioural data, social posts, reviews, video transcriptions, text analytics, CRM records… But more signals bring […]
Democratizing insights: a tightrope for leaders
Democratizing insights: a tightrope for leaders “I want other teams to get closer to customers. But we have to clean up the mess when they do it badly.” In many organizations, there is a growing demand to ‘democratize’ access to research tools, data and insights about customers. This can often be a double-edged sword for […]
Buyer’s remorse: avoiding insights & experience technology traps
Buyer’s remorse: avoiding insights & experience technology traps “This is not what I thought I bought.” Save time. Save money. Have more impact. Free your team to focus on strategic work. Be fitter, happier, more productive. We’ve all been seduced by technology pitches. They are often compelling. We say yes in the belief that—this time—things […]
The silo tax: the hidden cost of disconnected data
The silo tax: the hidden cost of disconnected data “They’re for storing grain and missiles. Remind me why we hide our most useful data in them?” There are always strong reasons to handle research and experience data with care: breaches of privacy, compliance or commercial secrets are costly. But good governance doesn’t have to mean […]
