Rusty Warner

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.

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.

Nov 18, 2024 | forrester.com | Rusty Warner |Colleen Fazio |Mike Proulx

An effective cross-channel marketing hub (CCMH) can position marketing as an indispensable component of an organization’s customer-obsessed growth engine. Think of your CCMH as much more than a campaign management platform. Instead, leverage it for next-gen customer engagement based on compelling, contextually relevant experiences.

Nov 18, 2024 | forrester.com | Emily Collins |Rusty Warner

According to our most recent CMO Pulse Survey, marketing executives plan to prioritize maturing how they measure marketing effectiveness in 2025. Marketing measurement plays a critical role in helping CMOs defend marketing investments, secure resources for future initiatives, and show that marketing is an engine for growth rather than a cost center.

Nov 18, 2024 | forrester.com | Emily Collins |Rusty Warner

In 2025, we expect consumer usage of loyalty programs to grow amid declines in overall brand loyalty. Though loyalty programs offer the rewards that price-conscious consumers crave, companies struggle to inspire emotional loyalty across various tactics aimed at improving retention. Marketers need a loyalty strategy that appropriately balances transactional incentives with an understanding of what drives and impacts brand loyalty.