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Customer experience

Ebook

Customer experience: Different ways to uncover your Customer Truth™

Customer experience: Different ways to uncover your Customer Truth™ The Experience Economy is forcing brands to rethink, innovate, create and automate their customers’ end-to-end experience to gain and keep customers. Today every customer interaction and touchpoint are important. The most powerful element that can be used by any business leader is authentically understanding, engaging and […]

Customer experience: Different ways to uncover your Customer Truth™
Case study

Finding the feedback process to make great service even better

Finding the feedback process to make great service even better Tools used Voice of Customer surveys  Action management alerts   Data analytics  Custom benchmarking  Carlson Wagonlit Travel already had industry leading customer service. Now they wanted the tools to stay at this high level for the long term, and get even better.   The challenge When your […]

Finding the feedback process to make great service even better
White paper

Introducing the future of Experience & Research technology

The future is human HX is the full story of your audiences Gathered in multiple ways Brought to life as broad patterns and personal pictures Shared and understood across your organisation Used to improve performance, and build long-lasting relationships What’s included? 40+ pages of insights for anyone leading or driving customer experience, insights or research efforts: Learn how to develop […]

Introducing the future of Experience & Research technology
Video

CX expert series: Donna Kempster – Computacenter

CX expert series: Donna Kempster – Computacenter Computacenter is a leading independent provider of IT infrastructure services, enabling users and their business in a digital world. They advise organizations on IT strategy, implement the most appropriate technology, optimize its performance, and manage customers’ infrastructures. In this video, Donna Kempster of Computacenter provides her advice on […]

CX expert series: Donna Kempster – Computacenter
Video

CX expert series: Andy Dingwall – Kingfisher

CX expert series: Andy Dingwall – Kingfisher Kingfisher plc is a home improvement company with over 1,300 stores in 10 countries across Europe, Russia and Turkey supported by a team of 77,300 colleagues. They operate under four retail brands – B&Q, Castorama, Brico Dépôt and Screwfix. They offer DIY and home improvement products and services […]

CX expert series: Andy Dingwall – Kingfisher
Video

Winning Forsta’s ACE Award

Winning a Forsta ACE Award What’s it like to win a Fosta ACE Award for your customer experience program? Find out in this video where 2019 winners including UL, PennyMac, Wyndham Destinations, and Sodexo share their stories about running an award-winning CX program and being able to recognize their teams. More customer stories

Winning Forsta’s ACE Award
Infographic

Your customers’ emotions matter

Your customers’ emotions matter Forsta commissioned Forrester Consulting to investigate the motivations underlying consumer decision-making. The results were conclusive: emotions don’t just matter, they drive business outcomes. More customer stories

Your customers’ emotions matter
Ebook

Diving deeper: CX analytics explained

Diving deeper: CX analytics explained Wouldn’t it be lovely if your business had a crystal ball that would tell you what the future holds and how to improve it? With that information, you could plan the most effective steps to drive revenue or beat out the competition. Unfortunately, there are no crystal balls in business. […]

Diving deeper: CX analytics explained
White paper

Text analytics in CX

Text analytics in CX Today’s successful companies have already implemented a customer experience program in one form or another. For customer experience professionals, the next challenge is to evolve their program in both depth and breadth, towards true brand-experience differentiation. In order to achieve this, there is one area that they need to resolve efficiently […]

Text analytics in CX
Webinar

Best Buy business success despite the global pandemic

Best Buy Business Success Despite the Global Pandemic Covid changed so many things in our world beginning in March 2020. Among them, it changed when we could leave our homes, where we went when we did, how we purchased what we needed to live, and how all this was delivered to us. In this webinar, we […]

Best Buy business success despite the global pandemic