Judy Weader

Forrester has been talking about the connection between employee experience (EX) and customer experience (CX) for years. And it’s not just talk: Our Customer Experience Index (CX Index™) and Employee Experience (EX Index) studies help organizations understand the key drivers of experience for customers and employees, respectively. But although we’ve published reports on government CX, […]

A CX prioritization process ensures that resources are used with maximum efficiency and efficacy. Discover how to quickly set up a CX prioritization process.

Building a successful CX business case requires a strong foundation. Get three best practices here for successfully building your CX business case.

The COVID-19 pandemic is straining economies and individuals alike. Companies must take advantage of this opportunity to think creatively about how they operate. Forrester looked at how more than 20 companies changed their policies and procedures in response to COVID-19. Three key themes emerged as firms: Reduced sources of stress. Financial services firms, including Bank […]

When my B2B clients on Forrester’s Customer Experience (CX) Council first start considering a customer success management (CSM) program to boost their retention and enrichment, I often hear that initial flash of concern: How do I scale the same CSM practices across my entire book of business? The answer is that the most successful CSM programs use tiered structures that balance people […]