Outside In authors Harley Manning and Kerry Bodine and Forrester's CX team are experienced speakers who have been researching CX and working with clients for 14 years.
Profit From The Outside In Perspective
CX is the greatest untapped source of decreased costs and increased revenues in most industries. Case studies demonstrate how your company can benefit from treating it as a business discipline.
Master The Six Disciplines Of Customer Experience
To go from incremental improvements to breakthrough transformation, companies must master six high-level CX disciplines: strategy, customer understanding, design, measurement, governance, and culture.
Why Customer Experience? Why Now?
In the age of the customer, CX matters more than any other strategic imperative. Customers' perceptions have a profound impact on brand equity, customer loyalty, revenue, and costs.
The Customer Experience Ecosystem
CX initiatives can only succeed when you master your ecosystem, the complex set of relationships among your employees, your partners, and your customers.
Keeping Promises: Building Brands Through CX
Advertising and marketing set customers' expectations. Learn how marketers can collaborate with the rest of the organization to deliver on those promises.