This year’s Forrester CX conference served as a backdrop for a deeper look at Forrester’s CX Index for 2022, which revealed that CX quality dropped for nearly 20% of brands, the highest proportion of brands to fall in one year since the survey began. Many companies are struggling to sustain growth and momentum without a clear customer and employee roadmap.
With executives searching for answers, the event focused on providing insight and tactics...
There’s a fundamental shift happening when it comes to customer experience, both in expectations and capabilities, but too many brands aren’t prepared to meet the moment.
The automotive industry has been on a roller coaster ride of profit and loss in recent years. At the start of the COVID-19 pandemic, automotive sales tumbled in 2020 before surging demand and a global chip shortage sent prices skyrocketing in 2021. The ongoing chip shortage as well as major supply chain disruptions, however, have led to delays and inventory shortages that continue to upend new and used car markets.
Think fast: What is the difference between business intelligence and predictive analytics and why does it matter? While many companies use these tools to...
There’s no denying the integral role a strong digital strategy plays in a brand’s success. The thoughtful use of digital technologies can bring great...
As retailers contend with the latest slate of challenges—inflation, snarled supply chains, the return to experience spending—there’s no overstating the importance of having a...
