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 improve customer experience management across the enterprise.

Discover how Forrester supports customer experience leaders.

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Harness Friction In Customer Journeys To Drive Emotional Engagement

Joana de Quintanilha September 8, 2021
Companies that prioritise frictionless experiences above all else risk alienating customers and miss out on opportunities. Read this post to learn more.
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Cancel The “Cost Center” Culture In Customer Service

Max Ball September 3, 2021
In my past 30 years in the contact center industry at organizations such as 8×8, Genesys, IBM, and RingCentral, I’ve watched the same movie over and over and over again … too many contact centers are laboring under the tyranny of being a cost center with schizophrenic goals of making customers happy while “doing more […]
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How To Scale Digital Accessibility And Expand CX’s Influence

Discover how to turn a business must-have into a CX leadership opportunity.

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Reap The Rewards Of Retail With Smart Tools For Store Associates

Scott Compton August 25, 2021
Retail associate enablement tools enhance the customer experience in the physical store and improve both labor and store operations efficiency. In a tight labor market with employee acquisition and retention top-of-mind for retailers, training associates thoroughly and enabling them to perform fewer menial tasks with greater efficiency and oversight should be a primary goal for retailers.
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Journey Mapping Q&A: How To Use Journey Maps As A Change Management Tool

Joana de Quintanilha August 24, 2021
CX professionals must use customer journey maps as a change management tool to guide employees to deliver customer-centric experiences across products and channels. Read our latest blog to learn more.
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How To Crack The Code On B2B Recruiting

Amy Bills August 11, 2021
Get an inside look at the findings from Forrester’s The State Of Customer Obsession 2021 survey, which show the importance of an empowered and appreciated workforce for B2B organizations.
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Qualtrics’ $1.125B Acquisition Of Clarabridge Upends The Customer Feedback Management Market

Judy Weader July 30, 2021
Yesterday evening, Qualtrics announced that it’s acquiring Clarabridge in an all-stock deal worth $1.125 billion. This is a great move for Qualtrics. In one swoop, it has secured the best-in-class analytics capabilities that will define the future of voice-of-the-customer programs as firms decrease their reliance on surveys and focus instead on understanding customers based on […]
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ACI ASQ Surveys + FeedbackNow = A Quest To Improve Real-Time Customer Experience

Steven Peltzman July 21, 2021
Collecting solicited feedback at the exact time passengers live the experience is the only way to truly assess the quality of that experience as it moves through all touchpoints of their journey. ACI and FeedbackNow are committed to enabling this so CX leaders can improve the passenger experience.
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September 30 – October 1, 2021

CX EMEA 2021

CX and marketing leaders: Join the event to become smarter about your customers with connected intelligence while also being respectful of their needs, wants, and expectations.

Blog

Bridge The Gap Between Current And Future Customer Journeys

Kelly Price July 1, 2021
Identifying the various issues that hold your customer experience back can feel impossible. Learn how a new assessment tool can help you document and prioritize the gaps in your customer journey.
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Blog

It’s Time For CX Governance To Grow Up

Judy Weader June 22, 2021
We’ve just published some new research that talks about better paths to address the key challenges that doomed previous approaches to customer experience (CX) governance. We found that, when CX leaders think about setting up CX governance, they should: Align to the corporate culture. Creating a separate CX governance structure in an organization that already […]
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Blog

Prioritise Your Customers’ Mental Well-Being To Spur Pandemic Recovery

Michelle Beeson May 10, 2021
It’s impossible not to see how consumers have felt the pressure of the 2020 pandemic. People have faced job losses, extended furlough, or enforced remote work while also managing homeschooling and the social (and psychological) impact of lockdown. Then there were those on the front lines: key workers struggling to do their jobs while COVID-19 […]
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It Takes Hard Data And Soft Power To Ensure CX Success

Rick Parrish April 21, 2021
CX leaders must organize stakeholders enterprise-wide – often without direct authority over the people, process, and technology they need to influence. But how? Get a preview of the CX North America 2021 keynote.
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Go 5D With Forrester’s Advanced CX Prioritization Model

Judy Weader March 12, 2021
In my earlier posts about customer experience (CX) prioritization, focusing on Forrester’s beginner-level and intermediate-level models, I covered the use of criteria around customer impact, business impact, and (when you get to intermediate) feasibility as a means of determining which CX-related projects you should pursue or put to the side. Moving up to advanced mode […]
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Use Journey Maps To Kick-Start A CX Transformation

This complimentary guide will show you how to leverage customer journey maps to spur investment and interest in CX, as well as boost performance.

Blog

Create A Connected Experience To Grow In 2021

Riccardo Pasto March 11, 2021
2020 was no doubt a crazy year. But despite all the disruption, APAC organizations actually delivered better customer experiences in 2020 than in 2019. In Australia, one bank and two superannuation firms saw statistically significant improvements in their Customer Experience Index (CX Index™) scores. In India, most experiences were good despite a sharp dip in […]
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A Lens On Europe: COVID-19 Makes Empathetic B2B Content Essential

Andia Tonner March 8, 2021
Your Marketing Content Doesn’t Cater To New B2B Buyers The age of the customer has shifted buying power to your customers and fundamentally changed B2B buying behavior.[1] Your once rational, loyal B2B customer has been replaced by a less loyal, more emotional decision-maker, who prefers to remain anonymous and self-directs much of their purchase journey […]
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After Retail Banking, Now Banks Must Transform Their Corporate Banking

Arnav Gupta February 26, 2021
Digital transformation is coming to corporate banking. Corporate banking today is antiquated due to its highly customized and complex product offerings; lack of challengers to drive innovation; and strong barriers to switching for clients. Enterprise clients have lived with a subpar experience for far too long. Now these clients are starting to demand change. They […]
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CX Leaders: Vendor Consolidation Continues With Two Smart Acquisitions

Faith Adams January 6, 2021
In 2021, things are already heating up more for customer experience (CX) leaders. In just a few days, we’ve already seen two acquisitions — and we know of more on the horizon. Unified data analytics technology vendor Topbox — known for helping organizations connect disparate data sources to create a more unified, cross-channel view — […]
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Using The Right Metrics For The Subscription-Based Business Model

Dan Bieler December 3, 2020
The subscription model offers new opportunities for businesses to enhance the value of their offerings as they become more embedded in the changing context of their clients’ customer journeys. But companies need to have the right metrics in place to be able to support the shift of the underlying value equation. Processes and systems for […]
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Nine Industries Improved Their CX Significantly In 2020

How did your industry fare? Check out the results from Forrester's US Customer Experience Index.

Blog

Close The Gap Between Brand, Customer, And Employee Experiences

Thomas Husson October 29, 2020
Customer experience (CX) has become the number one business priority for marketers. The percentage of European B2C marketers considering improving CX as their company’s top business priority has jumped from 26% in 2019 to 46% in 2020. CMOs are fully aware of the importance of customer data to personalize experiences. The employee data tsunami is […]
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Blog

Horizon 2021: Europe

Jennifer Belissent, Ph.D. October 27, 2020
Clients pétris de contradictions, bouleversements réglementaires et essor du télétravail transfrontalier. Avec, jusqu’à présent, une épidémie mondiale et les conséquences de l’accélération du réchauffement climatique, le XXIe siècle entame des « Années folles » qui portent bien leur nom.  Et ce n’est que le début de la décennie ! Toutefois, cette instabilité présente des opportunités. […]
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Blog

How To Measure Value For Customers

Maxie Schmidt October 22, 2020
Do you know whether or not your customers feel that it’s actually worth it to be your customer? In my latest report, “How To Measure Value For Customer,” I argue that most organizations cannot measure whether or not customers feel like they derive value from doing business with them. Customers derive value when they feel […]
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