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Kate Zimmerman

Kate is the Product Marketing Manager for Higher Logic. She works on everything from product positioning and messaging to analyst relations. When she’s not working on the next big Higher Logic product release, Kate can be found exploring online community and marketing automation best practices or playing with puppies.
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2018 Forrester CXNYC Forum Recap: How Communities Add Value to the Customer Experience

Written by Kate Zimmerman | on July 2, 2018 at 8:26 AM | 3 minute read

Two weeks ago, I attended the Forrester Customer Experience forum in New York City. The forum focused on leveraging Forrester’s recent research to help customer experience (CX) professionals deliver better CX. What does CX have to do with communities, you may ask? Quite a lot, as I suspected and then confirmed while at the show.

Forrester conducts an annual survey measuring CX across various industries. While you would expect to see CX scores gradually increasing, they are actually stagnant year over year: the worst are getting better, but the best are actually getting worse.

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Topics: Customer Communities, Customer Experience, Online Community

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