customer centricity

To succeed, firms must make customers the focal point of their strategy and operations. Read insights on how to foster customer centricity at your business.

Discover how Forrester supports customer experience leaders.

Insights

Blog

Announcing Forrester’s 2024 Customer-Obsessed Enterprise Award Winner In APAC

Dane Anderson May 8, 2024
IHH Healthcare Singapore wins Forrester’s 2024 APAC Customer-Obsessed Enterprise Award, which recognizes organizations that are delivering outstanding customer experiences to accelerate business outcomes.
Blog

Discover The Future Of Boundless Experiences At CX Summit North America 2024

Rick Parrish March 11, 2024
Join us in June to learn how to harness the power of humans and AI to deliver differentiated experiences that drive loyalty and growth.

Capture & Prove Marketing’s True Value Beyond Sourcing Metrics

Download our measurement toolkit to discover demand performance indicators and metrics to reveal marketing’s real business impact across complex buyer journeys.

Blog

Customer Success Platform Consolidation Reflects Market Dynamism

Shari Srebnick February 28, 2024
Customer success platform vendors Totango and Catalyst have announced plans to merge. Is this the start of an acquisition trend in the space? Find out more in this analysis.
Blog

What 2024 Has In Store For Indian CMOs

Subhendu Pattnaik January 4, 2024
Discussions at recent events in Delhi, Bangalore, and Mumbai revealed what's top of mind for Indian marketing leaders.
Blog

The $1M Mistake: Why Localization Prioritization Misses The Mark

Kathleen Pierce January 2, 2024
Companies waste millions when they don't prioritize localization based on customer preferences. Learn about a new Forrester tool that can bring needed clarity.
Blog

Are Scaled And Digital-Led Customer Success The Same Thing? Inconceivable!

Shari Srebnick November 30, 2023
Decode the meaning of digital-led and scaled customer success.
Blog

Customer Obsession Awards — Nominations Wanted

Martin Gill November 30, 2023
The 2024 Customer Obsession Awards will recognize organizations and executives who put customers at the center of everything — and, in the process, accelerate growth, customer loyalty, and employee engagement. Learn more and nominate yourself now.

CX Summit Is Coming To A City Near You!

Elevate your CX strategy and skills at Forrester’s CX Summits. Meet analysts to gain insights, research, and frameworks for exceptional customer outcomes — and create boundless experiences with genAI.

Blog

Tech Leaders: Drive Toward Successful Business Outcomes In 2024

Matthew Guarini November 27, 2023
Discover the three distinct ways that leading CIOs are driving their firm’s growth agenda (and how they’re using generative AI).
Blog

Three Last-Minute Tips To Make Retail Customer Service Merry And Bright

Christina McAllister November 27, 2023
During the holiday retail crunch and last-minute scramble, read Forrester’s tips to ensure a merry customer service retail season.
Blog

Have You Developed Your Journey-Centric Transformation Roadmap?

Joana de Quintanilha November 23, 2023
Use Forrester’s Assessment To Develop Your Journey-Centric Transformation Roadmap Journey centricity requires a change in operating model, moving six operational levers in concert, through three phases of transformation: activate, connect, and extend. It requires a clear plan to guide progress across levers, journey teams, and geographies. CX leaders must steer their firms to: Transform through […]
Blog

Tune Commerce Search To Support Santa This Holiday Season

Emily Pfeiffer November 2, 2023
Strong commerce search functionality will be pivotal in your customers’ digital shopping experiences this holiday season — learn what you must do to tune that.
Webinar

Spark An Innovation Culture With Design Thinking

Learn how CX leaders can use design thinking to create a culture of innovation and differentiate on superior CX action that anticipates and delivers on customers’ needs.

Get The Latest In Customer Experience

Each week, the CX Cast brings you the latest news and cutting-edge tactics making waves in customer experience.

Blog

Forrester Reviews And Scores Indian Mobile Banking Apps: What We Learned

Pushpa Marwal September 27, 2023
India is emerging as a powerhouse in mobile banking adoption. According to Forrester’s Consumer Asia Pacific Survey, 2023, a staggering 87% of online Indian adults expressed their desire to do all their banking on a smartphone. This statistic marks the highest percentage among the countries surveyed in the Asia Pacific region. It also underscores the […]
Blog

US Banks Must Get Ready For Open Banking Now

Jacob Morgan September 14, 2023
Open banking is imminent in the US, and banks must prepare now to be ready for the CFPB’s Personal Financial Data Rights rule.
Blog

It’s Not You, It’s Me: What It Really Means When Budget Is The Reason For The Breakup

Shari Srebnick September 5, 2023
Despite what customers may tell you, budget is often not the real reason why they’ve decided not to renew.
Blog

Building Bonds With Buyers: Strengthening The Trust Fabric

Subhendu Pattnaik September 4, 2023
In the AI age, reliance on data for insights is table stakes. In the past few months since we completed Forrester’s annual marketing survey, I have been engrossed in finding patterns and correlations in the data about the top-most priorities of CMOs globally and their challenges, growth objectives, key initiatives, technology usage, budgets, spending patterns, […]
Blog

Steering Toward Success: Three Approaches To Building Outcomes-Based Joint Success Plans

Shari Srebnick August 3, 2023
A joint customer success plan is a roadmap to help steer customers toward achieving their desired outcomes.

Build An Engine Of Customer Loyalty - And Revenue

Read our report to learn how to build customer loyalty, brand equity, and revenue with a B2C customer-obsessed growth engine.

Webinar

Planning Guides 2024: Customer Experience

Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog

Introducing The Financial Services CRM Landscape, Q2 2023

Kate Leggett June 14, 2023
Industry CRM is a clear choice in economic downturns for companies that are looking to get sustainable value from their tech investments. Our data at Forrester backs this up: Industry solutions grow at a compounded annual growth rate of 13.9%, a rate faster than horizontal customer experience tech. At Forrester, we see financial services firms […]
Podcast

How Creative Commerce Fuels Loyalty Across The Customer Lifecycle

What It Means June 1, 2023
From streaming services to ice cream, creative commerce is revolutionizing commerce by integrating all phases of the buying cycle. Learn how on this week’s What It Means with VP, Principal Analyst Jay Pattisall and Principal Analyst Kelsey Chickering.
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