Angelina Gennis
Principal Analyst, Future Of Work at Forrester Research
Host, The CX Cast at Forrester Research
CX Culture. Experience Strategy. Behavioral Science. Journalism.
Articles
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6 days ago |
forrester.com | Angelina Gennis
Your organization is navigating turbulent, volatile waters, and my colleagues at Forrester are helping you navigate this, whether you’re in technology; B2B marketing, product, and sales; or B2C marketing, CX, and digital. But what is happening in your team? As a valiant team leader, you’re doing your best to manage the uncertainty your team feels in the face of external volatility and the internal adjustments — changes in budget, project priorities, leadership, etc. — that naturally follow.
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1 month ago |
forrester.com | Meng Liu |Angelina Gennis |Dipanjan Chatterjee
When discussing digital transformation and innovation with clients in the banking and financial services (FS) sector, identity verification (IDV) often tops their agenda. A seamless digital onboarding experience is crucial, and it can determine whether a customer proceeds with or abandons a new banking relationship.
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1 month ago |
forrester.com | Angelina Gennis |Dipanjan Chatterjee |J.P. Gownder
Last year, Verizon made the curious choice to acquire once-bankrupt Frontier Communications for $20 billion. Cited as a key benefit to Verizon (beyond the landgrab): A “high-quality customer base.”High-value customers are not difficult to find, but contact centers struggle to engage them for net-positive outcomes. Updating infrastructure wasn’t enough to turn around Frontier; contact center employees were enabled and empowered to solve customer problems and grow the relationship.
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Oct 11, 2024 |
forrester.com | Dan Bieler |Angelina Gennis |Managing Your EVP
Skills form the basis for developing and defending new value propositions. Hence, being able to attract and retain top talent is a strategic priority. Having access to the right skills is business-critical, yet Forrester surveys underline that a majority of organizations are struggling with skills shortages. The employer brand can help with that; it influences a candidate’s decision to join, and stay with, an organization.
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Oct 11, 2024 |
forrester.com | Angelina Gennis |Dan Bieler
Traditionally, HR or EX leaders cared about employer value propositions (EVPs) and CMOs cared about employer brand. But EVP and employer brand are tightly linked, as their definitions suggest:Employer brand is the sum of what people outside your organization think about it as a place to work.
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