Forrester Research, Inc. · NASDAQ:FORR
Forrester Research — Conference Presentation (September 2022)
28 slides from Forrester Research's conference presentation, September 2022
Slide 1: Add Precision To Your CX Measurement
Add Precision To Your CX Measurement Judy Weader Senior Analyst
Slide 2: Image source: Wikimedia Commons © Forrester Research, Inc. All rights reserved.
Image source: Wikimedia Commons © Forrester Research, Inc. All rights reserved. 2
Slide 3: Why prioritization matters for CX measurement
Why prioritization matters for CX measurement How to use our intermediate prioritization tool What your next best steps are © Forrester Research, Inc. All rights reserved. 3
Slide 4: Why prioritization matters for CX measurement
Why prioritization matters for CX measurement How to use our intermediate prioritization tool What your next best steps are © Forrester Research, Inc. All rights reserved. 4
Slide 5: 48% say getting buy-in is their biggest obstacle
48% say getting buy-in is their biggest obstacle. © Forrester Research, Inc. All rights reserved. 5
Slide 6: 42% rate their CX measurement program as low maturity
42% rate their VoC or CX measurement program as low/very low maturity. © Forrester Research, Inc. All rights reserved. 6
Slide 7: 77% don't have a prioritization framework
77% don’t have a prioritization framework for their organization. © Forrester Research, Inc. All rights reserved. 7
Slide 8: What's the right approach
What matters to Lack of buy-in executives and the organization? What insights should be Low maturity folded into the program? What’s the right approach No prioritization for choosing what to do first, next, or not at all? © Forrester Research, Inc. All rights reserved. 8
Slide 9: CX prioritization is the art and science of picking the most important things
CX prioritization is the art and science of picking the most important things to do out of a list of all the things you could do, considering the impact to your customers.
Slide 10: CX vision and corporate strategy influence criteria
CX vision and corporate strategy influence criteria. Data drives decisions. Resources are finite.
Slide 11: Partner starting points
Partner Starting points Customer service’ + Call/chat/email themes + Call volumes + Complaint volumes and the + Cost per call unt re tto + Customer lifetime Information technology Legal/compliance + Regulato (existing and upcoming) Marketing Jommunications (m: Content, frequency, and, quantity) Soci
Slide 12: How to use our intermediate prioritization tool
Why prioritization matters for CX measurement How to use our intermediate prioritization tool What your next best steps are © Forrester Research, Inc. All rights reserved. 12
Slide 13: CX Prioritization
CX Prioritization Advanced Intermediate Beginner
Slide 14: CX Prioritization
CX Prioritization Advanced Intermediate Beginner
Slide 15: Projects are dynamically scored and ranked
Each criterion is Projects are rated separately dynamically from the others. scored and ranked.
Slide 16: Customer impact
Customer impact [ CX initiative name or Likelihood that the Likelihood to improve Category score project number experience is important the perceived quality of to customers the experience Source: “Level Up Your CX Prioritization By king in Multiple Di Forrester report
Slide 17: Surveys, call transcripts, social media, communities and forums
Surveys Call Social Communities transcripts media & forums
Slide 18: Business impact
Business impact *| CX initiative name or Likelihood to drive Likelihood to advance Category score project number additional revenue or one or more pillars of reduce costs the business strategy © Forrester Research, nc Source: "Level Up Your CX Prioritization king In Multiple Dimer
Slide 19: Donations, Participant retention
Donations Participant retention
Slide 20: Feasibility: required resources and ability to change
CX initiative name or Level of required Ability of people, Category score project number resources available (time, processes, and technology money, and people) to accommodate required changes Research, Inc. Alllrigl Source: “Level Up Your CX Prioritization By Thinking In Multiple Din
Slide 21: Customer feedback, Internal investment
1 Customer feedback 2 Internal investment
Slide 22: Image source: Wikimedia Commons © Forrester Research, Inc. All rights reserved.
Image source: Wikimedia Commons © Forrester Research, Inc. All rights reserved. 22
Slide 23: What your next best steps are
Why prioritization matters for CX measurement How to use our intermediate prioritization tool What your next best steps are © Forrester Research, Inc. All rights reserved. 23
Slide 24: Next Steps
Connect with colleagues and executives. Complete your data to-do list. Next Steps Download our prioritization tool. and… © Forrester Research, Inc. All rights reserved. 24
Slide 25: Recommended Research
Build A Strong Foundation For Your CX Prioritization Level Up Your CX Prioritization By Thinking In Multiple Dimensions Recommended Advance Your CX Prioritization With Forrester's Research Modeling Tool How To Measure Value For Customer The Journey Measurement Framework: Assess And Predict Journey P
Slide 26: CX North America
CX North America LIVE VIRTUAL EXPERIENCE JUNE 7–9, 2021 Build The Right CX Governance To Deliver Consistent, On-Brand Experiences Monday, June 7 @ 1:55 p.m. ET Advanced Prioritization: Use Five Dimensions To Drive Better Decisions Tuesday, June 8 @ 12:55 p.m. ET go.forrester.com/event/cx-north-ameri
Slide 27: Q&A
Q&A If you have any questions, please submit them in the Q&A chat. © Forrester Research, Inc. All rights reserved. 27
Slide 28: Thank You.
Thank You. Judy Weader Senior Analyst © Forrester Research, Inc. All rights reserved.
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