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.
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.
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.
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.
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.
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.
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 […]