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Forrester: The Worker Shapes The Customers’ Experience

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Appendix A: Methodology In this study, Forrester conducted three phone interviews and an online survey of 450 managers and above of workers across private industry organizations in the US, the UK, Germany, France, Japan, and Australia to evaluate the maturity of worker experience strategies. Survey participants included decision makers in operations, IT, sales, marketing, finance, and HR who manage workers who are using technology to serve customers and communicate with each other. Questions provided to the participants asked about worker experience programs, measuring the success of these efforts, and the impact of worker experience on customer experience. Respondents were offered incentives as a thank you for time spent on the survey. The study began in February 2017 and was completed in April 2017. Appendix B: Demographics/Data 11 | The Worker Shapes The Customers' Experience "In which country do you work?" "Using your best estimate, how many employees work for your firm/organization worldwide?" 100% in private sector 32% 24% 43% 20,000 or more 5,000 to 19,999 1,000 to 4,999 "Which of the following best describes the industry to which your company belongs?" US 44% DE 11% JP 11% FR 11% UK 11% AU 11% 18% 11% 11% 10% 7% 6% 5% 5% 4% 4% 3% 3% 3% 2% 2% 2% 2% 2% 1% 0% Financial services and insurance Technology Manufacturing and materials Healthcare Retail Business or consumer services Other, please specify Transportation and logistics Telecommunications services Construction Education and nonprots Chemicals and metals Consumer product manufacturing Energy, utilities, and waste management Travel and hospitality Legal services Electronics Agriculture, food, and beverage Media and leisure Advertising or marketing Base: 450 global managers and above of workers who use technology to serve customers and communicate internally and externally Note: Percentages may not total 100 because of rounding. Source: A commissioned study conducted by Forrester Consulting on behalf of Appirio, April 2017

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