enterprise approach

Transforming CX by using journey maps

1 min read
July 11, 2021September 26, 2022
by Exploring Editor

Forrester has published an inspiring case study about how DBS reinvented the Asian banking experience. Outcomes: 239 million customer service hours saved in 3 years… Read more »Transforming CX by using journey maps

Cross-functional collaborative research

1 min read
December 20, 2020September 26, 2022
by Exploring Editor

Forrester has published a case study about how Etsy invests in customer understanding to steer growth. Outcomes: 10% lift in ability to find desired search… Read more »Cross-functional collaborative research

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enterprise approach

Transforming CX by using journey maps

Cross-functional collaborative research