Customer Experience Strategy
A strong customer experience strategy can pay dividends to your bottom line. But orchestrating across a complex enterprise is easier said then done. Read insights on establishing and implementing a CX strategy.
Discover how Forrester supports customer experience leaders.
Insights
Blog
Slash The Hidden Costs Of Your Customer Surveys
Nearly all CX measurement and VoC efforts use customer surveys. But your surveys are costlier than you think. Obvious costs include the budget for a tech vendor you use to send and analyze surveys or incentives for customers.
Blog
Get Ready For GenAI Chatbots: The State Of Conversational AI
Talk about change! As we approach the two-year anniversary of the announcement of OpenAI’s launch of GPT-3.5, conversational AI has been reinvented to incorporate generative AI (genAI) to take advantage of the many ways that this technology can make self-service applications smarter. Previously, the conversational AI tools used to create chatbots and intelligent virtual agents […]
Explore The What, Why, & How Of GenAI For CX Pros
Download your copy of our best-practice report to get analyst answers to CX leaders’ top genAI questions. Unlock the secrets to using genAI to improve CX, journey management, and more.
Blog
What To Do With The New Customer Experience Management Standards
In recognition of CX Day 2024, Bain & Company, in collaboration with Kantar and Qualtrics, released a new set of global standards for customer experience teams. Will they help CX teams resolve their challenges?
Blog
Enhance User Confidence In Digital Experiences To Build Trust
Customers’ task completion is a measure of success for many companies, but to create a good user experience, it is just the bare minimum. There is more to consider for creating good, fulfilling experiences. Learn key practices to enhance user trust and confidence in digital experiences.
Blog
Using Agile For Change
So you’ve tried agile, but it didn’t deliver what you hoped for. Maybe you faced resistance from employees, or you weren’t able to increase the speed of innovation efforts, or the cost savings that you hoped for didn’t materialize. Whatever the underlying issues, you’re not alone. “Going agile” isn’t easy. Agile doesn’t deliver guaranteed results, […]
Blog
Your Personas Are Outdated: It’s Time To Evolve Your Approach
Personas are foundational and seemingly simple, yet deceptively challenging. Learn what it takes to create effective ones.
Podcast
How GenAI Will Transform The Contact Center
Generative AI (genAI) holds tantalizing potential for contact centers, but turning that potential into reality will require overcoming some hurdles. How should contact center leaders get started? Senior Analyst Christina McAllister provides insight on What It Means.
Shine A Spotlight On CX Value
The new CX leader superpower? Measurement. Download our e-book to learn what to measure to prove CX’s value and impact — so you can lead CX to success.
Webinar
2025 Budget Planning Guides: Customer Experience
Watch the on-demand replay to dive into the latest data-driven guidance for CX leaders on how to strategically allocate budget for 2025.
Blog
Customer Experience Leaders Are In Dire Straits — Invest To Overhaul Core CX Competencies
Getting customer experience back on track will require doubling down on what matters most to customers. Explore a few of our recommendations for 2025.
Blog
Budget Planning Season Is Coming. Use Forrester’s Budget Planning Guides To Cut Through Complexity.
Our Budget Planning Guides will steer you toward budgeting decisions that set you up for success in 2025. Get a preview of what to expect when the guides launch on August 1.
Webinar
How To Frame Your Customer Journey Mapping With A Clear Purpose
Learn how to uplevel your journey mapping by targeting key moments, interactions, and areas of improvement so that you can better align your efforts with customer needs and expectations.
Blog
US Health Insurer CX Quality Plummets To A Five-Year Low
There’s just no way to sugarcoat this: US health insurer Customer Experience Index (CX Index™) ratings for 2024 have landed with a resounding thud. This is the second time since 2021 that the industry average rating had a statistically significant decline — and it’s easy to see why: Ten brands scored their lowest ratings in […]
Grow Faster And Be More Profitable With CX Alignment
Customer-centric B2C companies with aligned CX teams see higher growth and revenue. Download our CX Alignment Toolkit to accelerate growth by engaging and aligning stakeholders.
Blog
Customer Experience Quality In The US Falls To An All-Time Low
US consumers' perceptions of CX quality are now at their lowest point since the inception of the Forrester Customer Experience Index (CX Index™). Read a few of the key findings from our recent report.
Blog
Outcome-Based Digital Experiences Drive Desired Outcomes For Both Consumers And Brands
Learn how you can gain competitive advantage through outcome-based digital ecosystems.
Blog
Announcing The Customer Experience Strategy Consulting Services Landscape, Q2 2024
Nearly 60% of customer experience (CX) decision-makers say that improving CX is the top priority for their organization’s executives, but that doesn’t mean they have to — or choose to — go it alone. In The Customer Experience Strategy Consulting Services Landscape, Q2 2024, Forrester identified 31 firms that are helping businesses diagnose customer problems, […]
Blog
Promise-Keeping Is Key To Building Customer Trust
As B2B professionals, we often think that we’re aligned, but we design processes from our own internal perspectives, overlooking how this will impact the customer experience. This erodes trust.
Podcast
What Makes Journey-Centric Companies Different
Journey centricity can help companies boost their revenue, reduce costs, and build better experiences for customers and employees. What defines a journey-centric company, and what does it take to become one? Vice President and Principal Analyst Joana de Quintanilha explains on this week’s episode of What It Means.
Unleash Enterprisewide CX Innovation With Design Thinking
Learn how to establish and scale a design thinking practice to solve business problems with CX.
Blog
Announcing Forrester’s 2024 Customer-Obsessed Enterprise Award Winner In APAC
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
Is Apple’s Blue Bubble Too Big To Burst?
Consumers aren’t sold on the DOJ’s argument that Apple is an anticompetitive monopoly against which action should be taken. Find out why.
Blog
Is Your Strategy Failing You? Or Are You Failing Your Strategy?
The basic concept of a strategy is that it describes what an organization plans to do, and very importantly, it excludes the things that the organization doesn’t plan to do. But it’s not just the what that matters: It’s also the how. When I advise Forrester’s clients on how to think about their customer experience […]
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