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2 weeks ago | 
forrester.com | Senem Guler Biyikli
We often hear comments and questions from customer experience and digital business leaders such as, “We designed and built this product but not many people use it — and we don’t know why.” Or, “We have a chatbot but customers are not using it. How can we drive engagement?” These issues often arise because the solution is not good enough to solve the customer’s problem – or it’s not even solving the right problem.
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1 month ago | 
forrester.com | Senem Guler Biyikli
At X4 2025, Qualtrics announced several new features, all supported by AI. Two highlights were Experience Agents and Qualtrics Edge. Qualtrics Edge is a platform for research and insights professionals that combines AI, synthetic insights, and market research data to provide visibility into competitors and adjacent markets.
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2 months ago | 
forrester.com | Martin Gill |Matthew Selheimer |Senem Guler Biyikli
Here’s a little fact to wrap your head around:The second-most common reason why CX leaders tell us that their organizations invest in CX initiatives is … to improve their CX score. Yes, you read that correctly. The number two driver of customer experience (CX) investment isn’t to improve your customers’ actual experiences — it’s to improve what your customers say about their experiences.
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2 months ago | 
forrester.com | Senem Guler Biyikli |Dipanjan Chatterjee |Katy Cobian
Plain language is a key driver of CX quality in health insurance, but only half of US online adults who are health insurance customers say it’s easy to understand their coverage. This key indicator has been trending downwards: It was 57% in 2023 and reached a high of 59% in 2022. Health insurers must act now to communicate clearly and help customers act with confidence.
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Nov 15, 2024 | 
forrester.com | Jitender Miglani |Lauren Cevallos |Senem Guler Biyikli
Forrester’s US end of year holiday season forecast for 2024 is live!Forrester defines holiday retail sales as the purchase of durable and nondurable goods that consumers make during November and December. These sales don’t include automotive and gasoline sales or spending on services, such as food and drink services at restaurants. What can retailers and brands expect this year?
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Nov 5, 2024 | 
forrester.com | Senem Guler Biyikli |Nikhil Lai |Xiaofeng Wang
Are your customers abandoning their shopping carts or not returning after their first purchase? Is your call center receiving repeated inquiries about information already available on your website? Is it taking too long for customers to check out? What this might be telling you: Your customers lack the information and reassurance they need, and therefore don’t feel confident to move forward.
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Sep 26, 2024 | 
forrester.com | Thomas Husson |Senem Guler Biyikli |Sharyn Leaver
A year ago, we predicted that the number of green consumers would stay constant in 2024, despite climate chaos and backlash. Despite evidence of accelerated weather-related disasters and a desire among many consumers to act sustainably, we predicted that inflation and the cost of living would heavily influence buying decisions.
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Sep 26, 2024 | 
forrester.com | Senem Guler Biyikli |Dan Bieler |Arielle Trzcinski
Your customers are coming to your website, using your app, and completing their tasks, such as purchasing a product, making a payment, or gathering information. Customers’ task completion is a measure of success for many companies, but to create a good user experience it is just the bare minimum. There is more to consider for creating good, fulfilling experiences: Can users achieve their goals easily? How did they feel throughout the experience?
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Sep 17, 2024 | 
forrester.com | Colleen Fazio |Mike Proulx |Senem Guler Biyikli
You’d be forgiven if you assumed tools like ChatGPT will quickly replace the need for customer feedback management solutions. Indeed, large language models excel at summarizing unstructured text like customer feedback collected in survey verbatims and customer service calls. In reality, CX pros need to temper their expectations. The risks and effort required to apply genAI to complex customer feedback management translate into a more restrained road map for technology providers and CX teams.
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Sep 12, 2024 | 
forrester.com | Gina Bhawalkar |Aurelie L'Hostis |Senem Guler Biyikli
Imagine awarding a vendor a $66 million contract to create a website that provides universal access to your products and services, then receiving an inaccessible site in return. That’s what happened to the California Department of Parks and Recreation when they hired a government contractor to build the reservecalifornia.com website. It resulted in a lawsuit, brought on by a California resident with vision loss. I haven’t stopped thinking about this case since I heard about it.
