CX Lacks Human Connection

The 2018 CX Index highlights a staggering, universal trend: customers do not feel their loyalty is rewarded.

Download the guide
CUSTOMER-OBSESSED MARKETING

Forget Everything You Think You Know About Marketing Planning

What’s the first thing that comes to mind when you think about marketing planning? An annual rite of corporate governance? A forced march of endless meetings and spreadsheets? Guessing what your customers will want and… Read the post





More from Forrester Blogs

See all posts


Forrester works with business and technology leaders to develop customer-obsessed strategies that drive growth.

The customer-obsessed blueprint

Created with Snap

Customer dynamics


Design principles

Created with Snap

Operating model

Anticipate changing customers and become a customer-led, insights-driven, fast, and connected organization that delivers differentiated experiences. Forrester’s operating model for customer obsession will help you win in the age of the customer.

Get Started

Privacy & Security 2018

Conquer Fear: Champion Privacy And Secure Your Customers’ Future

Washington, D.C. | September 25–26, 2018

Data insights

Corporate character

52% of consumers now consider company values when making a purchase.

Get to know your customers »

Banks and bots

55% of financial services firms have implemented virtual assistants or plan to do so.

Explore tech market insights »


What It Means: A Forrester podcast

The Real Root Of Customer Loyalty

Listen now