Ace Awards winners’ showcase 2021 The Forsta ACE (Achievement in Customer Excellence) Awards program celebrates outstanding achievement in customer and employee experience. Receiving a Forsta ACE Award demonstrates an organization’s rigorous application of Customer Experience best practices, and its outstanding performance as measured by those processes. The winners’ stories in these pages demonstrate how listening […]
Forsta Named a Leader in the Gartner® Magic Quadrant™ Forsta CEO celebrates our positioning as a Leader in the Magic Quadrant for Voice of the Customer by Gartner. The evaluation was based on specific criteria that analyzed Forsta’s overall completeness of vision, and ability to execute within our Voice of the Customer (VoC) offering. Related […]
How customers think, feel, and act: The paradigm of business outcomes Small data collection and analysis unlocks deeper customer understanding and business opportunity There is an inherent complexity and messiness when it comesto designing brand experiences. Like humans, what makes for acompelling experience isn’t static. Each customer has a unique profileof tendencies and preferences that […]
Social engagement: Designing for participant interaction The rise of social networking sites heralded in the era of the social web, where people interact with one another, both known (generally through sites like Facebook) or unknown (often through sites like Twitter). Given this widespread activity, there is often high expectation that social interaction within digital communities […]
Cruising Wyndham Destinations Asia Pacific’s customers to cloud nine Tools used How our software helped Wyndham Destinations Asia Pacific rise from “gut feel” to hard stats. The challenge Steering a big ship makes clear data a must Wyndham Destinations Asia Pacific quickly became the biggest vacation ownership business in the region. But quick growth can […]
Customer experience: Different ways to uncover your Customer Truth™ The Experience Economy is forcing brands to rethink, innovate, create and automate their customers’ end-to-end experience to gain and keep customers. Today every customer interaction and touchpoint are important. The most powerful element that can be used by any business leader is authentically understanding, engaging and […]
Finding the feedback process to make great service even better Tools used Voice of Customer surveys Action management alerts Data analytics Custom benchmarking Carlson Wagonlit Travel already had industry leading customer service. Now they wanted the tools to stay at this high level for the long term, and get even better. The challenge When your […]
The future is human The future is human This paper is for anyone leading or drivingCustomer Experience, Insights or Research efforts. Treat me like a human I am not your consumer, your user, your respondent. I am not the sum of my clicks, likes and shares. I am not my purchase history, my demographics, my […]
Giving hospitality pros a penthouse view of their customer service Tools used Hospitality is a competitive business. Amadeus needed the Voice of Customer tools to keep them ahead of the game. The challenge How do you keep a close eye on countless customer interactions around the world? Travel giant Amadeus creates hospitality tools to make […]
CX expert series: Donna Kempster – Computacenter Computacenter is a leading independent provider of IT infrastructure services, enabling users and their business in a digital world. They advise organizations on IT strategy, implement the most appropriate technology, optimize its performance, and manage customers’ infrastructures. In this video, Donna Kempster of Computacenter provides her advice on […]
