Forrester and Heath Brothers in CX Partnership

In the US, technology research and advisory firm Forrester has partnered with authors Chip and Dan Heath, to help organizations deliver 'breakaway' customer experience (CX).

The new service will apply the authors' concepts and frameworks from their forthcoming book 'The Power of Moments: Why Certain Experiences Have Extraordinary Impact', combined with Forrester's research, data, and consulting expertise in CX. The partners will provide training, ideation and consulting services to client teams using the 'Defined Moments' methodology and best practices in CX innovation, including Forrester's CX Index platform. The latter gives firms insights about their CX performance, competitive benchmark data, and the ability to model where to focus CX improvement efforts for the biggest impact on loyalty and revenue.

Mack Brothers, Forrester's Chief Consulting Officer, comments: 'For most companies, 80% of resources that are spent to improve CX go to fi-xing pain points for dissatisfied customers - but Forrester's CX Index data reveals that companies can achieve up to nine times the revenue gains by engineering the emotional peaks, or what we call defining moments, in the experience for more loyal customers. This industry-first partnership will apply cutting-edge methods, best practices, and data insights to help business and technology leaders innovate their CX and drive revenue growth'.

Web sites: www.forrester.com and www.heathbrothers.com .