Customer Engagement
In a hypercompetitive climate, customer engagement is a key differentiator. Read our insights to nurture and strengthen customer relationships, improve retention, and demonstrate the business value of the customer engagement function.
Discover how Forrester supports customer experience leaders.
Insights
Blog
The Forrester Wave™: Customer Service Solutions, Q1 2024 — Key Learnings
Great customer service sets companies apart, and you leave money on the table if you don’t meet your customers’ expectations of engagement. Business and IT leaders understand the economics of great customer service, and Forrester data shows that over 70% of enterprises invest in modern solutions. They enable organizations to serve and retain customers and […]
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Push Forward To Become An Intelligent Enterprise That Delivers Real Business Value
Learn the four biggest challenges enterprise business applications can mitigate to fast-path your intelligent enterprise technology strategy.
Skyrocket Your Growth And Revenue With Our B2B Predictions
Watch our B2B predictions webinar exploring the opportunities successful B2B marketing, product, and sales leaders will embrace — and the genAI content mistake to avoid.
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Customer Success Platform Consolidation Reflects Market Dynamism
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.
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Invisible Experiences: Anticipate Customer Needs With Real-Time Interaction Management
Imagine having a butler who anticipates and serves your needs. Just as Alfred faithfully supports Batman, your personal assistant earns your trust through silent understanding. Now think of this relationship in terms of your experiences with brands. Do those experiences feel invisible and immersive? In Gotham City, Alfred ensures that Batman’s utility belt is always […]
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Customer- Versus Business-Focused Mapping Tools: Cut Through The Confusion And Connect The Dots
Organizations have various tools for mapping processes, systems, and experiences. However, many of these tools focus on the internal business, neglecting the customer perspective. Customer experience (CX) mapping tools are valuable resources for organizations striving for customer centricity (or in Forrester terms, customer obsession) and aligning business outcomes with customer outcomes. The foundation of CX […]
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Health Plans: Unlock Success In Member Engagement
Amid a competitive healthcare landscape and younger generations’ increasing skepticism toward health insurers, health plans must reimagine their engagement approach to foster loyalty, trust, and connection with their members.
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Marketers Must Embrace AI To Maximize B2B Event Success
Current adoption of AI for B2B events is low, but there is enormous untapped potential.
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What To Do Next About Your Customer Advocacy Platform
Where does the late December acquisition of customer advocacy and community platform Influitive leave current customers? Here we provide a plan for moving forward.
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Call For Entries: Forrester B2B Summit North America Awards
Have a great B2B success story to share? Nominate it for a B2B Return On Integration Honor or Program Of The Year Award! Winners will take the stage at Forrester’s B2B Summit North America.
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What 2024 Has In Store For Indian CMOs
Discussions at recent events in Delhi, Bangalore, and Mumbai revealed what's top of mind for Indian marketing leaders.
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All Brands Need A DTC Digital Strategy, But Not Necessarily Direct Digital Sales
Should all brands sell directly to consumers online? How should brands work with online marketplaces? What does direct to consumer (DTC) mean for existing retail partner and distributor relationships? Consumer-facing brands still have a lot of questions about their DTC digital engagement and commerce capabilities. But the opportunities are not “one size fits all.” To […]
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CX Transformation Is Tough — Equip Your Org To Go The Distance
Danger! Obstacles Ahead! Customer experience (CX) has been a professional competency for two decades, and “Prove CX ROI” is still our CX clients’ top priority! Forrester’s data shows that 86% of CX professionals are building (or rebuilding) their business cases. Regardless of how much distance you have covered on your transformation journey, how many projects […]
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What Content Actually Matters? Find Out With A Touch Analysis.
Gain a better understanding of content engagement.
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Are Scaled And Digital-Led Customer Success The Same Thing? Inconceivable!
Decode the meaning of digital-led and scaled customer success.
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The Commerce Solutions For B2B Landscape, Q4 2023: A Stoic Perspective Cuts Through The Static
Tech buyers, if you sell to other businesses through an e-commerce channel, your vendors have heard you loud and clear: You’re pursuing pragmatic growth opportunities in today’s unprecedented economic climate. The Big Picture Is Stoic Pragmatism Asset-light growth from helping existing customers do better — that’s what marketplaces do. That’s the main trend that unifies […]
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Customer Community Platforms: A Little More Conversation, A Lot More Action
Have you ever heard a leader of a successful business proudly announce that they don’t much care about understanding their customers’ needs? Yeah, me neither. The data from Forrester’s recent report, The State Of Customer Obsession In B2B, 2023, is clear on the value of knowing what drives your customers. Customer-obsessed organizations outperform their peers […]
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Introducing The Forrester Wave™: Sales Force Automation, Q3 2023
Shareholders demand profitable, responsible revenue growth. Buyers expect you to deliver value at every step of the sales process. And sellers expect to be prompted to the best actions and steps to take to achieve quota. It’s really hard to deliver on all these expectations. Buying motions are complicated. They involve more business and IT […]
Join Us In Austin To Ignite Your B2B Growth
Unleash B2B success at our Austin B2B Summit, May 5-8. Dive into 100+ electrifying sessions on B2B marketing, sales, and product growth and revenue strategies — including a full genAI track.
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How GenAI Will Reshape CRM’s Value
GenAI in CRM will make your front office more productive, help deliver better customer experiences, and unlock new revenue opportunities. Learn more in this post.
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Forrester Reviews And Scores Indian Mobile Banking Apps: What We Learned
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 […]
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It’s Not You, It’s Me: What It Really Means When Budget Is The Reason For The Breakup
Despite what customers may tell you, budget is often not the real reason why they’ve decided not to renew.
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