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Forrester: The Worker Shapes The Customers’ Experience

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Table Of Contents Executive Summary Worker Experience And Customer Experience Are Inherently Linked Business Leaders Struggle To Express The Value Of Worker Experience Efforts To Improve Worker Experience Are Scattered Formalize Worker Experience To Prove Its Value Key Recommendations Appendix ABOUT FORRESTER CONSULTING Forrester Consulting provides independent and objective research-based consulting to help leaders succeed in their organizations. Ranging in scope from a short strategy session to custom projects, Forrester's Consulting services connect you directly with research analysts who apply expert insight to your specific business challenges. For more information, visit forrester.com/consulting. © 2017, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Forrester®, Technographics®, Forrester Wave, RoleView, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. For additional information, go to forrester.com. [1-13RK5S9] Project Director: Andia Vokshi, Market Impact Consultant Contributing Research: Forrester's Customer Experience research group 1 2 3 7 9 10 11

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