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Forrester: The Worker Shapes The Customers’ Experience

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Appendix C: Supplemental Material RELATED FORRESTER RESEARCH "Customer Experience Drives Revenue Growth, 2016," Forrester Research, Inc., June 21, 2016 "Mapping The Employee Journey," Forrester Research, Inc., July 27, 2016 Appendix D: Endnotes 1 Source: "Customer Experience Drives Revenue Growth, 2016," Forrester Research, Inc., June 21, 2016. 2 Source: "Mapping The Employee Journey," Forrester Research, Inc., July 27, 2016. 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 "Which title best describes your position at your organization?" C-level executive Vice president Director 7% 11% 29% Manager 52% "Which of the following best describes your current position/department?" 29% 28% 13% 10% 9% 8% 2% Operations IT Other Finance/accounting Human resources/training Sales Advertising or marketing "What are the prominent ways in which your customers interact with your business?" (Select all that apply) 80% 52% 51% 42% 26% 22% 8% Our website Our toll-free telephone line In-store visits Our mobile app Our online chat application In-home visits Other communication technology "What are the prominent ways in which your employees interact with each other as well as with your business partners and contractors?" (Select all that apply) 94% 92% 84% 62% 49% 43% 35% Email Telephone calls In-person meet ings Webconferences Instant messaging Document sharing sites Video chat 33% 1% Portals Other communication technology (please specify) 12 | The Worker Shapes The Customers' Experience

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