Dane Anderson
Senior Vice President, International Research and Products at Forrester Research
Articles
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1 week ago |
forrester.com | Dane Anderson
Measurement, measurement everywhere and not a drop to drink. Customer experience (CX), digital, and marketing leaders are navigating a sea of measurement but struggling to identify what matters most to their customers and business. Despite spending millions of dollars and hours, CX scores continue to drop across the world, with APAC no exception. Simply doubling down and expecting things to turn around won’t work. Hope, after all, is not a strategy.
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Jul 26, 2024 |
forrester.com | Charlie Dai |Boris Evelson |Dane Anderson
In the rapidly evolving landscape of smart manufacturing, Generative AI (GenAI) is driving a shift in industry standards and operating models. In China, this emerging technology is enabling leading manufacturing firms to enhance their innovation and efficiency, positioning them as key players on the global stage.
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Jul 25, 2024 |
forrester.com | Maxie Schmidt |Dane Anderson |Paul Miller |Maxie Schmidt-Subramanian
Net Promoter Score (NPS) reminds me of the apricot tree on the side of our house. It sometimes disappoints us – like this year when it carried exactly one (!) fruit. But we’ve had it for a while, we don’t know if another tree would do better and it’s a rental home so our landlords have the final say. The question is not “Can we rip it out and replace it?” It is: “What can we do to make the apricot tree perform better?”NPS also disappoints you and your firms sometimes.
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Jul 25, 2024 |
forrester.com | Maxie Schmidt |Dane Anderson |Maxie Schmidt-Subramanian
I compared Net Promoter Score (NPS) to our apricot tree in my blog NPS Q&A Part 1: Controversy, Fit And Alternatives: Both sometimes disappoint but both have been around for a while, our landlords (your execs) have the final say on using it, and replacing either is a bet with an uncertain outcome. That’s why you should ask yourself the pragmatic question “If we have NPS, how do we use it optimally as a CX KPI?” (rather than the soul searching question ”Is it the right KPI?”).
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Jul 25, 2024 |
forrester.com | Dane Anderson |Paul Miller |Dario Maisto
All good things must come to an end. The B2B revenue engines we constructed and operated over the past couple decades served us well, but they’re showing their age. As they confront increasingly demanding, younger and more impatient customers, they buckle. The methods we’ve employed don’t generate the returns they once did, and the misalignments within our marketing, sales, and product teams are becoming major impediments to generating consistent and predictable growth.
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Congratulations to my colleague @Jinan_Forrester for raising the bar on how to develop a security culture that isn't backward-looking, fear-based or boring. https://t.co/IW8OX04VM9
15+ sessions, 175+ CX leaders. Don’t miss Forrester’s CX Singapore 2017 on August 30. View the agenda and register…https://t.co/RihvDa5Gys
Forrester and CMO Innovation jointly present Digital Marketing Awards Asia 2017. More from analyst and judge…https://t.co/Te31GUqLgp