enterprise approach

Transforming CX by using journey maps

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

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