NEW YORK--(BUSINESS WIRE)--Jun. 25, 2013--
Today, Forrester Research, Inc. (Nasdaq: FORR) honored the winners of
the inaugural Forrester Outside In Awards for excellence in the
practices needed for planning, creating, and managing a great customer
experience. The seven winners were announced at Forrester’s
Forum For Customer Experience Professionals East in New York. The
awards support and recognize the principles outlined in the Forrester
book Outside
In: The Power of Putting Customers at the Center of Your Business
(Amazon Publishing/New Harvest, 2012).
“The Outside In Awards recognize organizations that don't just talk
about customer experience, but take a disciplined approach to improving
it,” said Harley
Manning, co-author of Outside In and Forrester vice president and
research director. “Their efforts stand out from among those of
their peers by being systematic and by demonstrating results for both
their business and their customers. Our research shows that when
organizations do take a disciplined approach, as our winners
have, they can expect business benefits ranging from more revenue from
increasingly loyal customers, to more and better word of mouth from
happier customers.”
Winners of the Forrester Outside In Awards were selected across a range
of categories representing the strategic disciplines that Forrester
advises organizations to master in order to achieve the full business
potential of customer
experience. These disciplines include: Strategy, Customer
Understanding, Design, Measurement, Governance, and Customer-Centric
Culture. Forrester used five criteria to judge the winning entries:
clarity of approach, business value to the organization, positive impact
on customer experience, innovation, and potential for other companies to
repeat the practice.
Here are the winners of the 2013 Forrester Outside In Awards:
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Customer Understanding: Blue Cross Blue Shield of Michigan
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Design: Ally Bank
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Design: PwC Australia
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Measurement: American Cancer Society
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Measurement: Pitney Bowes
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Measurement: The Lego Group
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Customer-Centric Culture: Safelite AutoGlass
Forrester’s 2013 Forum For Customer Experience Professionals East
More than 1,300 people attended Forrester’s 2013 Forum For Customer
Experience Professionals East in New York, which offered customer
experience leaders practical advice on how to boost their organizations’
customer experience to the next level. New research presented at the
forum illustrated how companies can design, implement, manage, and
innovate around the customer experience in a disciplined way, driving
differentiation and long-term business value. Customer Experience
Professionals can use the examples and analysis in the reports “The Path
To Customer Experience Maturity” and “Customer Experience Innovation
Demystified” to drive ROI from a differentiated customer
experience.
About Forrester Research
Forrester Research (Nasdaq: FORR) is a global research and advisory firm
serving professionals in 13 key roles across three distinct client
segments. Our clients face progressively complex business and technology
decisions every day. To help them understand, strategize, and act upon
opportunities brought by change, Forrester provides proprietary
research, consumer and business data, custom consulting, events and
online communities, and peer-to-peer executive programs. We guide
leaders in business technology, marketing and strategy, and the
technology industry through independent fact-based insight, ensuring
their business success today and tomorrow.
Source: Forrester Research, Inc.
Forrester Research, Inc.
Simone Levien, + 1 212-857-0754
Public
Relations Manager
press@forrester.com