Harley Manning

The Right Way To Prioritize Customer Experience Projects

“Which CX improvement project should we do first?” Forrester’s customer experience (CX) research team gets that question a lot. The good news is that picking the right projects and doing them in the right order can be relatively easy — provided that the customer experience...

The One-Sentence Business Case For Customer Experience

Recently, I wrote a post arguing that $ is the one CX metric that matters to executives. The obvious conclusion: You need to design your CX measurement program to track and report $. If you haven’t done that already, you should jump on it today....

How To Prove That Fixing Customer Experience Problems Cuts Costs

In my last post, I described how to tie customer experience (CX) to revenue in a measurement system. Admittedly, it’s a little complex (though very doable; we do it regularly at Forrester with our Customer Experience Index ). There’s an alternative approach to proving the...

Tie CX To $ In Your Measurement System

In a previous post, I wrote about why $ is the only customer experience (CX) metric that really matters. So how do you make it the centerpiece of your CX measurement program? The basic principle is about as simple and compelling as it gets. Let’s...

There’s Just One CX Metric That Matters To Your C-Suite — But You’re Not...

I’d be doing you a massive disservice if I didn’t tell you that the one CX metric you must report to your CEO and the rest of your C-suite is not Net Promoter Score (NPS).* It’s also not level of effort, CSAT, or even...

Innovating CX In Brokerage And Wealth Management

Recently, Forrester published our CX predictions for 2019. Our first prediction was that stagnating CX quality will cause short, destructive price wars. We cited Fidelity’s two new zero-fee investment funds as an example of how this is already starting to play out. We also...

Customer Experience Comes Under Fire

Let’s face it: 2018 was not a fabulous year for customer experience. On average, CX quality was flat, with Customer Experience Index (CX Index™) scores showing little movement for the third year in a row. And what little movement that did happen was toward...

NFL Owners Just Learned a Lesson About Bad Customer Experience. Did you?

I'm not the biggest NFL fan in the world but now that I live in Boston I follow the Patriots. I think it's actually a requirement of citizenship. And I do have a passing interest in some other teams. Who doesn't love watching anyone...

Does Your Company Have A Customer Experience Strategy? No, Really

Here's a typical conversation we have with businesspeople when trying to gauge the level of customer experience maturity at their company: Forrester analyst: "Do you have a customer experience strategy?" Manager: "We sure do!" Forrester analyst: "Great! What's in it? What's the intended experience that…

Every Parent’s Worst Nightmare: How United’s Culture Failed Its Customers

You're at home when your phone rings. It's your child's summer camp calling to tell you that she never arrived. No one knows where she is. Make your gut churn? Yes, if you're a parent – or even if you're not. If you were following…

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