Harvard Business Review

JUNE 27, 2013

In a recent Forrester survey of 100 customer experience professionals, nearly half of respondents said that their executive team''s strategy for customer experience is market differentiation. Why haven''t we seen more and more companies earning excellent scores in Forrester''s Customer Experience Index ?

Innovation 8

Innovation Forrester Business Model Long-term 8

Harvard Business Review

MAY 3, 2017

Lucia Luce Quinn is Chief People Officer at Forrester Research. Zabeen Hirji, CHRO at the Royal Bank of Canada (RBC), grew up in retail banking and operations management roles before moving into HR. Upon arriving, she flatly refused the CEO’s offer of the CHRO role. .”

Quinn 13

Quinn Execution CFO Forrester 13

Harvard Business Review

DECEMBER 16, 2010

The panel included Jeff Levick from AOL, Cindy Jeffers from Huffington Post, Chris Stutzman from Forrester, and me. Credit card issuer MBNA (now Bank of America) was known in the 1990s for its corporate mantra, "Think of yourself as the customer." Still, most companies don't operate by the Golden Rule.

Forrester 15

Forrester Retail Media CEO 15

Harvard Business Review

JUNE 10, 2013

Most telecom operators and banks fall in this quadrant. Many health insurers are in this spot, since they typically rate at the bottom of scores like the Forrester Customer Experience Index. Now the Nike customer thinks of Nike in a favorable light far more often. Fixing customer experience problems is slow and expensive.

Quality 8

Quality Strategy Forrester Insurance 8