“We are on a journey of improving our customer experience with every touch point,” said Gael Lundeen, vice president, customer experience for Pitney Bowes. “Measurement is a cornerstone of all of our programs and we are deeply honored that Forrester has selected us for this award.”
Winners of the Forrester Outside In Awards were selected across a range of categories representing the strategic disciplines that Forrester advises organizations to master in order to achieve the full business potential of customer experience. These disciplines include: Strategy, Customer Understanding, Design, Measurement, Governance, and Customer-Centric Culture. Forrester used five criteria to judge the winning entries: clarity of approach, business value to the organization, positive impact on customer experience, innovation, and potential for other companies to repeat the practice.