You Need Great Employee Experiences To Create Great Customer Experiences

TJ Keitt

It's easy to get swept up in the power of the digital age, where smart mobile devices and cloud services open the door for new and exciting ways to engage customers. We think a lot about how these technologies will create enticing customer experiences (CX), making these digital touchpoints the face of the brand. I admit, as a technology fan, I'm enamored with this idea. But I'm also someone who thinks a lot about technology and the workforce, so I was equally animated by a conversation I recently had with the head of a CX consultancy. He warned that businesses risk over rotating on technology, viewing their people as receding in importance in delivering satisfactory customer experiences. He went on to say that businesses that make this make do so at their own peril. I agree.

More than three quarters of the information workforce -- those using a computing device (e.g. PC, smartphone, tablet) at least one hour per day -- interact with at least one customer as a routine part of their job. Over half of the workforce regularly interact with customers, partners, and customers. Are CX professionals thinking about the experiences these employees need as they think about customer needs? And -- close to my heart as a tech guy -- have they thought about what these neat digital tools can do for their employees, as they have about digital's effect on customers?

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My Highlights from EmTech MIT hosted by MIT Technology Review 2014

Gina Fleming

Yesterday, I had the pleasure of attending EmTech MIT hosted by MIT Technology Review. It was inspiring, exciting and motivating to see the innovators of today give us a glimpse of the emerging technologies that will influence the future. The event was especially fascinating for me because as a consumer insights analyst at Forrester Research, I closely follow consumer technology adoption. At the event, Astro Teller, Captain of Moonshots at Google[x], discussed how the technology giant approaches tackling society’s greatest challenges: The initiative needs to address an enormous problem that can be named, the solution needs to be radical, and is based on science and technology. Working on emerging technologies like the self-driving car, Google Glass, and smart contact lenses, Google[x] is at the forefront of bringing futuristic technologies to market.

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You just found out you’re a loyalty laggard. Now what?

Emily Collins

Blogged in collaboration with Samantha Ngo, Senior Research Associate, serving Customer Insights professionals.

After taking the customer loyalty assessment, you know whether you’re a laggard, learner, leader, or legend:

Great, but you’re probably thinking "Where do we go from here?" You need a game plan that clearly identifies where and how improvements should be made. To do so, take the gaps in your current approach and prioritize your tasks based on whether each one is a:

  • Need to have. These are non-negotiable tasks that will make or break your graduation to the next maturity level.
  • Want to have. These are important, but not critical tasks for taking your maturity to the next level.
  • Nice to have. These tasks come in handy for differentiating your loyalty approach, but have little bearing on your maturity level.

Priorities will differ for each stage of loyalty maturity and I lay out examples of these needs, wants, and nice to haves in my recent report, Craft A Customer Loyalty Strategy That Raises Your Maturity. Do you have a plan?

The Customer Activated Enterprise Will Redefine The Worker Experience

Rob Koplowitz

Customers have an unprecedented voice in your organizations ability to succeed and thrive. And investments reflect the critical need to listen and respond to customers. Marketing spend on customer facing systems continues to rise as listening to and talking with customers at more intimate level becomes an imperative. At the same time, we continue to invest in enterprise social business and collaboration solutions to drive greater effectiveness and engagement for our employees. Sounds like we're doing the right things, right? Well, sort of. Each silo is doing the right thing. But, lacking a coordinated approach, marketing and technology management spend will never reach full potential. Only when these two come together, do we have a foundation for creating a Customer Activated Enterprise. 

The good news is that we have a solid foundation, with some key investments in place. Today:

We listen

There are a lot of proven solutions to listen to customers—from training customer-facing employees to be more empathetic to installing social listening technology within your contact center. Having a good ear is only half the battle—what your company does with what it hears is equally important. Moving the “voice of the customer” through your firm more rapidly is the next step.

We analyze

Companies gather product requirements and mash them together at the front end of new product development cycles. Companies test the “temperature” of their brand on social media and adjust marketing messages accordingly. Those are examples of actions taken directly from accumulated knowledge of customer needs. With the proper care, customer insights can be actionable, searchable, useful digital assets.

Alright, so far so good. So, where are we falling short?

We don’t share

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Singapore CIOs Look Beyond IT To Enable Digital Transformation

Fred Giron

I cannot believe it’s been a month already since the Forrester CIO Summit took place in Singapore. As usual, it was a great forum to exchange views with you, Singapore-based and other regional technology management leaders, on what is keeping CIOs busy these days: the digital transformation of their enterprises. Following these exchanges and my recent discussions with CIOs in Singapore and beyond, it is clear you understand that:

  • The power has shifted into the hands of your customers. Dane Anderson kicked off the Summit by making the case that the balance of power has shifted from institutions to always connected and technology empowered customers. To remain relevant as CIOs to your business stakeholders, you must shift your focus from the design and deployment of internal systems focused on process control to enabling digital products and services for more effectively engaging your customers.
  • The future of business is digital. My colleague John Brand then explained what makes a digital business. Companies like Alibaba and Burberry are digital businesses because they excel at integrating the two sides of digital strategy: creating leading digital customer experiences AND agile digital operations in service of customers.
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The Rise Of Dial-Up, Dial-Down Advertising

Ryan Skinner

Advertising as we’ve always known it, online or off, worked a bit like this:

Produce advertising content />> Place advertising content

Here, advertising content had no life independent of its placement. Print ads, TV ads and radio ads lived only on the servers of the ad companies who created them, and then the media who carried them, for however long they carried them.

Now, a new kind of advertising has emerged:

Promote earned or owned content />> Promote more if it works (or less if not)

Here it’s a question of identifying content for promotion that’s already in the wild, on a blog, in a discussion forum, uploaded to YouTube, and then paying to drive more eyeballs to it, because it supports your brand, or it converts interested communities into customers.

It’s particularly attractive for two very good reasons:

  1. It’s already published, and has often already shown potential to create results for the business (in the form of awareness, leads or even sales), and
  2. You can often dial up the eyeballs that go to it, or dial them down, as you see fit, based on performance.
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The US Federal Digital Services Playbook

Nigel Fenwick

Last month I wrote a short blog post introducing the new US Digital Services Playbook. I'm happy to announce that we're going to be publishing a series of short reports that take a closer look at the CIO's role in implementing the plays in the playbook.

The first of these client briefs, published today, summarizes why we believe CIOs should study the playbook and incorporate its plays into their team's standard operating practices.

The remaining briefs will take each of the four play categories and drill down into the implications for the CIO and their teams.

The US digital services playbook's thirteen plays

Taking Loyalty Beyond The Program

Emily Collins

I really enjoyed sharing insights about loyalty in the Age of the Customer at Forrester's Customer Experience Forum East back in June. I got some great questions from the audience about how to start planning and advancing their loyalty strategy. Next up, I'll be continuing the conversations at Forrester's Customer Experience Forum West in Anaheim, CA, November 6-7. And, a few weeks later I'll also be at our EMEA Customer Experience Forum, November 17-18 in London. Here's a sneak peek of the content I'll be sharing at my track session. I hope to see you there!

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Windows Server 2003 – A Very Unglamorous but Really Important Problem, Waiting to Bite

Richard Fichera

Very much in the shadows of all the press coverage and hysteria attendant on emerging cloud architectures and customer-facing systems of engagement are the nitty-gritty operational details that lurk like monsters in the swamp of legacy infrastructure, and some of them have teeth. And sometimes these teeth can really take a bite out of the posterior of an unprepared organization.

One of those toothy animals that I&O groups are increasingly encountering in their landscapes is the problem of what to do with Windows Server 2003 (WS2003). It turns out there are still approximately 11 million WS2003 systems running today, with another 10+ million instances running as VM guests. Overall, possibly more than 22 million OS images and a ton of hardware that will need replacing and upgrading. And increasing numbers of organizations have finally begun to take seriously the fact that Microsoft is really going to end support and updates as of July 2015.

Based on the conversations I have been having with our clients, the typical I&O group that is now scrambling to come up with a plan has not been willfully negligent, nor are they stupid. Usually WS2003 servers are legacy servers, quietly running some mature piece of code, often in satellite locations or in the shops of acquired companies. The workloads are a mix of ISV and bespoke code, but it is often a LOB-specific application, with the run-of-the-mill collaboration, infrastructure servers and, etc. having long since migrated to newer platforms. A surprising number of clients have told me that they have identified the servers, but not always the applications or the business owners – often a complex task for an old resource in a large company.

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2014 Enterprise Architecture Award Winners – Wow!

Alex Cullen

I have never put ‘Wow’ into the title of a blog before – but for this one it’s fully justified. 

This is the fifth year InfoWorld, Penn State University Center for EA, and Forrester have run the annual Enterprise Architecture Awards. When I compare the winners of five years ago – all excellent EA programs, with this year’s winners and the runner-ups, all I can say is ‘Wow – EA is really advancing’. 

I am pleased to announce the winners of the 2014 Enterprise Architecture Awards.  This year, we have six winning programs – all of which demonstrate leading edge thinking on how they engage with their business, how they provide value, and how they help their business achieve its strategic goals. Here are the winners, selected by a panel of leading EA practitioners drawn previous years’ winners and other excellent programs.  (For a more extensive write-up, see the InfoWorld report)

Allstate Insurance

Driving Innovation with Enterprise Architecture

The best way to succeed in Property and Casualty insurance in the US market is to create innovative products and services for unique customer segments, each with a customized customer value proposition. This is the need that Doug Safford, Vice President and Chief Architect pivoted his EA program towards. 

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