Your Priorities Are Our Expertise

Forrester Decisions is our new portfolio of research services that helps executives and their teams — across technology, customer experience, marketing, sales, and product management — plan and pursue their most pressing priorities. Forrester Decisions empowers you to make bold decisions so you can drive growth and deliver results.


Featured Blogs & Podcasts

Blog

Introducing Forrester Decisions

Forrester Decisions is designed to help clients grow faster through customer obsession. The new portfolio will help executives, functional leaders, and their teams — across technology, customer experience (CX), marketing, sales, and product management — plan ​and tackle their most pressing initiatives and priorities for driving growth.
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Blog

“Winning” MITRE ATT&CK, Losing Sight Of Customers

Are the results of a MITRE ATT&CK evaluation a good gauge of a vendor's effectiveness? Maybe. Vice President and Principal Analyst Jeff Pollard explains how to use the results in your vendor analysis.
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Customer Obsession Has Never Been More Important ​

According to our data, customer-obsessed organizations grow revenue, profits, employee engagement, and retain customers at more than twice the rate of other firms. Yet only 8% of firms are actually customer obsessed.

How customer obsessed are firms today?

Source: Forrester’s The State Of Customer Obsession 2021
Podcast

The Pandemic’s Long-Term Lessons For Retailers

As reopening slowly begins, we’re joined by VP and Principal Analyst Sucharita Kodali to explore how the pandemic has reshaped the retail industry and where retailers should focus their resources going forward.
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Statement on COVID-19
Read our most up to date policies and procedures related to the coronavirus.

Customer Experience Insights

Customer experience is a key driver of loyalty, satisfaction, and revenue. Mastering it is a complex and ever-changing proposition. Forrester’s insights aid organizations to succeed with customer experience.

Blog

Building CX Influence? Choose Your Friends Carefully

Amy Bills 11 hours ago
Many CX leaders rely on matrixed teams, adjacent functions, and internal alignment to drive transformation. Being an informal “influence officer” might feel like a second job, but leaders who can connect with internal allies to further the cause of customer obsession have the greatest likelihood of success.
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Blog

Build A Culture Of Emotionally Intelligent Employees To Boost Mental Health

Joana de Quintanilha 2 days ago
Many companies get emotion wrong … Rather than designing experiences built on a broad spectrum of emotions, they equate emotion with delight. But real joy and real happiness can only exist in relation to all the emotions — they are a “boxed set.” We cannot just pick and choose our emotions. Anger isn’t joy, just […]
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Connected Experiences. Inform. Integrate. Grow.

A more connected experience is possible. Learn more at CX North America, June 7 – 9, Forrester’s must-attend event for CX practitioners.

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