One of the many pleasures of the role of driver in a carpool that transports high school students to-and-from school is the glaring clarity of their insight. Today’s gang-of-four conversation started with:
a) “I know, right? Who needs all of that @#%$ from Facebook. They’re only doing it to make money.”
b) “Yeah, they’re like Google. All that new stuff is such a &*$!@ waste of time. I don’t want to see your stupid dog every time I search on you.
c) “It used to be so cool at first. When are they …

Today we published Forrester’s Customer Experience Index, 2012 (CXi). It’s our fifth annual benchmark of customer experience quality as judged by the only people whose opinion matters -customers. The CXi is based on research conducted at the end of 2011 and reflects how consumers perceived their experiences with 160 brands across 13 industries.
For those new to the index, let me explain how it works. The process has three steps:

We ask more than 7,600 consumers to identify companies they do business with in 13 different industries.
We ask them to tell us …

Seven Deadly Sins of Business Process Management (BPM) Organizations must be aware of the possible downfalls of implementing a BPM campaign with inadequate focus on end-user adoption. As useful as business process management has been in helping
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I recently updated our research on enterprisewide customer experience leaders, who we refer to as “chief customer officers” or CCOs. While they often don’t have that exact title, we identified around 600 individuals who carry a mandate to improve the end-to-end customer experience at their company. We did some deeper research on close to 200 of them in order to understand the general profile of these people as well as how their positions are structured within their companies.
Forrester has witnessed a marked increase in the position over the past six …

During a briefing last Friday afternoon a software provider in the Social CRM space (is anyone NOT in the “Social” space?) put up a slide about their ‘social analytics’ capability. It said:
“There are known knowns; there are things we know we know. We also know there are known unknowns; that is to say we know there are some things we do not know. But there are also unknown unknowns – there are things we do not know we don’t know.”
Ok, this is a Friday afternoon and they are quoting former …