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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:
Customer Understanding: Blue Cross Blue Shield of Michigan
Design: Ally Bank
Design: PwC Australia
Measurement: American Cancer Society
Measurement: Pitney Bowes
Measurement: The Lego Group
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
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.