Undercover Boss: a powerful CX insight tool

Undercover Boss: a powerful CX insight tool

A conversation with Chief Customer Experience Officer Shane Bray about experiencing what customer engagement agents experience.

Retail’s digital catch-22

Retail’s digital catch-22

The bad – and good – news from this year's Internet Retailer Conference and Exhibition.

9 big ideas from the Forrester CX Conference

9 big ideas from the Forrester CX Conference

Some key themes provide a perspective on the state of the customer experience industry.

Macy's CEO credits “customer journey mapping” as the foundation of their turnaround

Macy's CEO credits “customer journey mapping” as the foundation of their turnaround

One year into his role as CEO, Jeffrey Gennette has attributed Macy's limited turnaround so far to a renewed focus on the customer and has doubled down in that area significantly by testing and then scaling out a range of new...

Tony Robbins extracts the 3 secrets of digital success from the founders of Skype, Venmo and Airbnb

Tony Robbins extracts the 3 secrets of digital success from the founders of Skype, Venmo and Airbnb

Although each digital pioneer had unique stories to tell, powerful themes were common to all of them.

Amazon hasn't cracked omnichannel retailing (yet)

Amazon hasn't cracked omnichannel retailing (yet)

Amazon is definitely in the race, but isn't necessarily at the front of the pack – as the current iteration of the Amazon Books experience demonstrates.

Travel conference CEOs worry technology could drive the de-personalization of travel

Travel conference CEOs worry technology could drive the de-personalization of travel

And in an era where travelers have more stress than ever, is reducing genuine human contact actually increasing the sense of isolation and anxiety?

'ConTech' roundup from Content Marketing World

'ConTech' roundup from Content Marketing World

The array of content-centric technologies that IT professionals need to manage continues to expand.

Success secrets for conversational commerce

Success secrets for conversational commerce

1-800-Flowers was an early pioneer in the world of conversational commerce. Now that their Facebook Messenger and Alexa platforms have been live for a full year, they shared some key "lessons learned" from their conversational...

Why CIOs must co-lead CX, customer experience

Why CIOs must co-lead CX, customer experience

Forrester recently gathered top Customer Experience (CX) professionals from around the world for the Forrester CX Forum in New York. Extensive data was presented to support the argument that delivering a seamless customer experience...

The New York Times is winning at digital

The New York Times is winning at digital

The NYT just released a blockbuster earnings report attributable heavily to their digital transformation. Insiders share the five key secrets to their surprising success.

The 5 key drivers of digital transformation today

The 5 key drivers of digital transformation today

Five key trends emerged from Forrester's recent Digital Transformation Summit, held May 9-10 in Chicago. These include the rise of AI and a heightened urgency for legacy enterprises to accelerate the rate of their digital evolution.

How to prepare for the next major digital touchpoint, conversational commerce

How to prepare for the next major digital touchpoint, conversational commerce

Conversational commerce means interacting with your customer in an automated dialog via voice or text. Usage of voice-based conversational interfaces such as Alexa and Siri are exploding. Meanwhile over 100,000 active bots have been...

How Target is reimagining its stores to compete in the digital world

How Target is reimagining its stores to compete in the digital world

Target currently gets less than 5 percent of its retail business from digital, however, CEO Brian Cornell is looking to change that.

5 top challenges to digital transformation in the enterprise

5 top challenges to digital transformation in the enterprise

Large enterprises born before the digital age often face significant hurdles when it comes to enacting the kinds of changes that are necessary in order to make the digital leap. Here are the top five challenges they tend to face when...

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