customer experience management

Customer experience management is a key competency for firms, enabling them to provide quality, end-to-end experiences for today’s channel-agnostic customers. Discover how to manage customer experience across the enterprise.

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Key Takeaways From Forrester’s Customer Service Executive Roundtable On Turning Challenges Into Opportunities

Ian Jacobs June 12, 2020
Twenty-two customer service executives shared their victories and challenges during the coronavirus pandemic. Read key takeaways from this conversation about customer service during COVID-19.
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Your Business Success Depends On Delighting The Right Type Of Customer: Enter The Devotees

TJ Keitt June 10, 2020
Customer experience (CX) professionals must show their executives that good CX is critical to business success, especially in this down economy. Many metrics help CX pros track the quality of those experiences, including customer satisfaction, advocacy, and effort. But these metrics alone don’t tell business leaders whether investments in CX deliver improved business performance. After […]
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Revitalize CX Measurement & Prioritization

A guide to prioritizing CX projects with the greatest business impact and demonstrating their contributions in a cost-sensitive environment.

Blog

Starting Research On Ambient Technologies And Experiences

Frank Gillett May 28, 2020
New research at Forrester will look into how ambient technologies that extend into our physical context could impact customer and employee experiences.
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Values, Ethics, And Algorithms, Oh My!

Brandon Purcell May 26, 2020
At CX North America, you'll learn how to interpret and implement ethical AI principles across your organization to protect your customers, business, and brand.
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Manage Through The Pandemic’s Next Stage With Technologies In Four Categories

Stephen Powers May 21, 2020
As firms continue to deal with the changes caused by the COVID-19 pandemic, they will need to expand their tech strategy beyond enabling remote workers.
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B2B Leaders Will Find CX North America Literally And Virtually Stimulating

Caroline Robertson May 20, 2020
Learn how we'll help firms master B2B customer experience at the CX North America live virtual experience on June 16-18, 2020.
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Take These Three Steps To Build Your CX Improvement Business Case

Judy Weader May 7, 2020
Building a successful CX business case requires a strong foundation. Get three best practices here for successfully building your CX business case.
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Brand + CX: Marketing's New Imperative

The rules of marketing have changed. Learn how to capture opportunity and drive growth.

Blog

Apple Posts Strong Financial Performance In Difficult Circumstances, Led By Growth In Services Revenue

Julie Ask May 4, 2020
Apple did well with its Q1 2020 earnings given the circumstances and that nearly 15% of its revenue comes from China, on which it depends for both supply and demand for its products. Apple generates about 85% of its revenue from product sales and less than 15% from services. iPhones generate the bulk of this […]
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Steps Companies Are Taking Now To Help Their Customers Through The Crisis

Judy Weader April 21, 2020
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 […]
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5G In Financial Services

Dan Bieler April 20, 2020
5G will let financial services firms step up their offerings for customers. But it will also increase competition in the sector. Is your tech strategy up to the challenge?
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The Coronavirus Crisis Puts Telcos Back On The Map As Strategic Providers

Dan Bieler April 20, 2020
The coronavirus crisis offers telcos an opportunity to reposition themselves. Over the medium and longer term, the stronger telcos will benefit from the crisis.
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Go Beyond Surveys To Measure CX

Maxie Schmidt April 15, 2020
Getting decent survey response rates is hard and getting harder for CX professionals. That means you need to start mining other data that can give you a sense of the quality of the experiences your customers are having.
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Webinar: How To Prove The ROI Of CX

Learn more about the ROI of CX and CX measurement 

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If You Want To Deliver A Great Customer Experience, Start By Attracting The Right Customers

Harley Manning April 13, 2020
Focus on attracting customers who will find the experience your firm offers extremely compelling. Otherwise, marketers will shovel prospects in through the front door while customer experience (CX) professionals watch dissatisfied, one-and-done customers flow out through the back door, never to return.
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Evaluate And Adjust Your VoC Program To Improve CX During COVID-19

Faith Adams March 20, 2020
Read how to adjust your VoC program to deliver the critical customer feedback you need to serve and retain your customers during the COVID-19 pandemic.
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The Doctor-Patient Relationship Must Be The Cornerstone Of Your Digital Transformation Strategy

Jeff Becker March 17, 2020
Senior Analyst Jeff Becker provides early results from the joint Forrester-HIMSS survey on healthcare organizational culture, patient satisfaction, and physician burnout.
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Three Steps To Improving Customer Experience In The Middle Of The COVID-19 Pandemic

David Truog March 16, 2020
Read the three essentials of customer experience that every organization should prioritize during the ongoing COVID-19 pandemic.
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Q&A On CX Measurement And ROI

Maxie Schmidt February 26, 2020
Have questions about CX measurement, business cases, and ROI? Get answers in this Q&A.
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Capture The ROI Of CX

With this step-by-step guide and ROI calculator, learn how to build a compelling financial case for CX and measure results.

Blog

The State Of CX Teams

Angelina Gennis February 20, 2020
There are no specifications for the perfect CX team. Yet our survey reveals a few notable trends.
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Predictions 2020: Answers To Your Questions

Sharyn Leaver February 12, 2020
Forrester thought leaders weigh in on the meaning of CX, where IT automation is headed, and more.
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What’s Important Today In A Customer Feedback Management Vendor

Faith Adams February 12, 2020
Navigating the customer feedback technology and services market is challenging for buyers. Find out what differentiates the vendors with this research.
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