Digital business acceleration requires a clear sense of direction. The onset of COVID-19 accelerated digital business by necessity for many enterprises. As organizations continue to become more digital, executive leaders must first focus on the area…
Going remote is changing your company culture. After all, culture is built on the way we interact—and that’s been blown apart in the wake of everybody staying home. But change doesn’t have to be daunting. Remote work has the …
Going remote is changing your company culture. After all, culture is built on the way we interact—and that’s been blown apart in the wake of everybody staying home. But change doesn’t have to be daunting. Remote work has the …
The recent explosion of flexible work has made the EUEM market a central strategic focus for any organization seeking to drive employee productivity, engagement and satisfaction at scale. How should an organization with this aim start to plan t…
How do different EUEM technology vendors compare across a range of criteria? How does Forrester evaluate and position the top EUEM vendors overall? Forrester’s report, The Forrester New Wave™: End-User Experience Management, Q4 2020, ans…
The 2016 bankruptcy of Australian electronics retailer, Dick Smith Group, continues to be instructive. According to press reports, the company’s administrators highlighted poor inventory planning as one of the key reasons for the group’s co…
The 2016 bankruptcy of Australian electronics retailer, Dick Smith Group, continues to be instructive. According to press reports, the company’s administrators highlighted poor inventory planning as one of the key reasons for the group’s co…
if you’ve ever been curious about why Customer Effort matters for businesses, how high-effort interactions drive disloyalty and churn, the problems with traditional Effort measurement methods like surveys and the merits of predictive scoring, this comp…
Why do we measure call center agent performance? To check off boxes or improve rep QA scores? If the metrics aren’t linked to actual quality, your business might be encountering serious but unknown customer experience limitations. The Agent Impact S…
Statement of work (SOW) procurement accounted for $1.8 trillion spent on professional services in the U.S. alone in 2017, about 65% of all non-permanent labor buys. Globally, the figure is much larger. Are you missing out on managing one of the biggest…
