Pete Jacques
Principal Analyst, CX Index at Forrester Research
CX analyst/advisor and organizational psychologist helping firms succeed with the human elements of business
Articles
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Nov 26, 2024 |
forrester.com | Judy Weader |Pete Jacques |Rusty Warner
It’s Autumn here in the US, and school is very much in session. Like my kids, learning has been tops on the agenda for the past several months, as I heard briefings from and interviewed clients of the top CX strategy consulting firms in the world. As with the evaluation in 2022, the field was narrowed to vendors with a breadth of CX strategy-related competencies, a large global footprint, and a high amount of revenue earned from developing CX strategies.
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Nov 22, 2024 |
forrester.com | George Lawrie |Pete Jacques |John Buten
Do you recall all the supply chain drama of the Covid shut downs from March 2020 to December 2021? Do you remember the feverish discussions about a ‘New Normal’? CPG led the way with enterprise-wide Sales & Operations Planning. Some CPGs were familiar with wildly fluctuating demand and periodic supply bottlenecks. They had invested in Sales and Operations Planning (S&OP) to align their sales channels, marketing, and financial planning smoothing the load on production and transportation capacity.
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Nov 21, 2024 |
forrester.com | Pete Jacques |Rusty Warner |Colleen Fazio
The end of the year is approaching and for many of us, that means holiday preparations. I’ve already seen some houses decorated with lights and trees and I must admit I’m enjoying them. For some of us, this time of year also means year-end reporting of financials and performance metrics. Included in that may be your annual CX relationship study key metrics like NPS or OSat.
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Oct 31, 2024 |
forrester.com | Peter Wannemacher |Pete Jacques |Carlos Casanova
Forrester recently evaluated mobile banking apps in Canada and the US in our latest Digital Experience Review™ (DXR). It shows that:Banks’ apps are barely keeping up with customers’ needs and expectations. Mobile banking usage is rising and evolving, and the pace of change has been accelerating since 2020. Yet few customers feel their primary bank’s app is markedly better than other brands’ (fewer than one in three feel this way in both the US and Canada).
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Oct 31, 2024 |
forrester.com | Pete Jacques |Maxie Schmidt |Amy Bills
Forrester recently published Net Promoter Score℠ (NPS) rankings for brands in the United States and Canada. As part of our annual Customer Experience Benchmark Survey, we surveyed 98,363 consumers in the United States and 43,324 Canadian consumers, and asked about their likelihood to recommend brands they interacted with in the past 12 months, as a measure of customer loyalty.
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I’m excited to be attending #qualtricsX4 with Malala speaking on women’s rights. https://t.co/9M4ZmFQWPP
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I love Melissa Parrish's advice that you "can't hack your baby." Find the balance between data-driven marketing and customer-driven experiences. #FORRCX