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In the Age of the Customer, business success is directly correlated to how well you define, implement,and manage your company’s customer experience (CX). To cut costs and boost revenues, your companymust transform itself into a more customer-centric brand. This means adopting a more disciplinedapproach to customer experience by creating a comprehensive strategy; reassessing the value of programssuch as Voice of the Customer; measuring and optimizing digital user experience; and prioritizinginvestments that support your customers’ needs and solve their problems.Research-Based Consulting To Guide Your Critical InitiativesAn expansion of our core research and tools, Forrester’s Consulting Services deliver a deeper level ofanalyst engagement that focuses on your critical initiatives. Working with thousands of your peersworldwide enables us to identify common challenges that customer experience professionals are facing,and to develop solutions based on our rigorous, objective methodologies.Our consulting services are grounded in Forrester’s Playbook framework of integrated research reports,tools, and templates. Playbook-driven engagements provide insights to guide you through any phase ofyour challenge — from discovering the underlying business opportunity to optimizing the results.Advisory sessionsInternalize best practices during these high-impact sessions with Forrester analysts. Advisory typicallyfocuses our resources on one of the four Playbook phases: Discover, Plan, Act, or Optimize.WorkshopsThese one- or two-day intensive sessions are conducted by Forrester analysts. Depending on thePlaybook phase you’ve reached, workshops can help you educate stakeholders, build consensus andjustify investments, or sharpen your team’s knowledge and skill set.ProjectsNot all challenges can be resolved in a day. Using our Playbook research framework, we’ll designa custom engagement that delivers relevant, targeted guidance throughout the most crucialjunctures in your initiative.BusinessCaseVision AssessmentLandscapeRoad MapStrategicPlanTools AndTechnologyOrganizationBenchmarksProcessesContinuousImprovementPerformanceManagementDISCOVER PLAN ACT OPTIMIZECONSULTINGCustomer ExperienceProfessionalsExplore ForresterPlaybooks atforrester.com/playbooks
© 2013 Forrester Research, Inc. All rights reserved. Forrester is a registered trademark of Forrester Research, Inc.Forrester Research, Inc.Global Headquarters:60 Acorn Park DriveCambridge, MA 02140USA+1 617.613.6000Forrester has researchcenters and sales officesin more than 30 citiesworldwide.forrester.comCM.CONS.CXP.Q113Forrester’s Consulting Services for Customer Experience Professionals include the following, each ofwhich can be modified for delivery as advisory sessions or workshops, or assembled into longer, morecomplex projects and programs:Strategy Development. Create a CX strategy that aligns with your corporate and brand strategiesand that specifies the experience you want your customers to have when they interact with yourorganization. Work with Forrester analysts to prioritize investments, define appropriate timelines,and establish key milestones for executing your strategy.Customer Journey And Ecosystem Mapping. CX initiatives can only succeed when you master yourecosystem: the complex set of relationships among your employees, your partners, and your customers.Diagnose the source of problems that cause customers’ experiences to fall short of expectations.Customer Experience Maturity Assessment. To go from incremental improvements to breakthroughtransformation, companies must master six high-level CX disciplines: strategy, customer understanding,design, measurement, governance, and culture. Evaluate your organization’s CX skills and processes toidentify capability gaps and develop a road map for moving forward.The Forrester Consulting DifferenceDepthWith research based on nearly 30 years of proprietary global data that includes consumer, workforce,and business technology trends, Forrester is unique among research and advisory firms. Our analyststake an outside-in approach and come to the table armed with role, industry, technology, and marketinsights that enable you to make decisions confidently, take action quickly, and work efficiently.ObjectivityUnlike other firms whose advice may be influenced by commercial interests, Forrester remainsindependent of any technology or vendor bias. Your decisions are informed by expert, research-drivenrecommendations from our trusted advisors.ExpertiseTraditional consulting firms staff their projects with junior resources, whereas Forrester analystsparticipate in all of our consulting work. Resolve your specific business challenges through closecollaboration with the same analysts who conduct our research.For More InformationTo learn how Forrester’s Consulting Services can inform and guide your decisions, please contact youraccount manager or email our team at firstname.lastname@example.org.