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

Five Ways To Ensure Deep Collaboration Between Marketing And CX

Rick Parrish December 14, 2020
CX and marketing can master the new normal by reinventing their relationship with each other. Learn five proven strategies for creating deep and sustained collaboration between CX and marketing.
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Blog

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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Predictions 2021 Hub

Explore our blog posts, videos, guides, and other resources to understand the dynamics that will shape 2021.

Blog

Get Ready For The Subscription Business

Dan Bieler November 20, 2020
Subscriptions link the value propositions of customer usage to outcomes. To achieve this business model, traditional product companies need to reinvent innovation cycles, product development approaches, sales and marketing tactics, and customer support functions. There are many obstacles to this transformation — but it’s doable. Three main observations when defining your strategy for driving subscription […]
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Blog

Rating The Top 10 Digital Business Transformation Firms

Nigel Fenwick November 18, 2020
Every year, more firms reach out to me to explain how they’re delivering their own brand of “digital transformation” to clients. When last I checked, I’m tracking over 170 vendors. Needless to say, some of these firms are much more adept at delivering effective transformation services than others. The simple truth is, almost every vendor […]
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Blog

Design For Change: Uncertainty Can Lead To Positive Outcomes

Karine Cardona-Smits November 6, 2020
2020 is a year of change. Change affected all of us in similar ways, but our ability to adapt to change varied. Discover how to design process and principles for change and resilience.
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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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Blog

Vast, Fast, And Relentless: The Future Of How People Buy

David Truog September 9, 2020
The way people buy products and services has been evolving rapidly, and the fast and furious pace is only accelerating — sinking some companies while creating immense opportunity for others, new and old. Discover the four forces that will define the next era of consumer buying.
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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

Ready Your Brand For Social Justice

Dipanjan Chatterjee August 24, 2020
Your brand is on the hook to respond to a social justice movement sweeping the world. This is how you get started responding.
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Blog

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

Peter Wannemacher August 12, 2020
For over a decade, Forrester has conducted an annual review of banks’ mobile apps. My colleague Gina Bhawalkar and I recently published our most recent research, in which we evaluated and scored the mobile banking experiences on more than a dozen banking brands’ apps across the US and Canada. In the US, we looked at […]
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Blog

What US Health Insurers Can Learn From The CX Leader In The Category

Faith Adams August 11, 2020
The approach that Florida Blue is taking to CX is working - and other insurers can learn from it. Learn how Florida Blue achieved a 5.8-point improvement in this year's CX Index.
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Blog

Get Smart On CX Teams: An Interview With DoorDash

Angelina Gennis August 7, 2020
Anastasia Zdoroviak is senior manager of customer experience (CX) at food delivery technology company DoorDash. We spoke about how the CX team identifies and designs for different user types to orchestrate a seamless customer experience.
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Blog

Forrester Can Help You Craft Your Customer Obsession Strategy

Shar VanBoskirk August 4, 2020
In my research, I found that customer obsession was the good idea that everyone agreed with, but no one knows how to do. Let's change that. Read our new, complimentary eBook to get an actionable framework for a customer obsession strategy.
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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.

Video

The Future Of Banking: Invisible, Connected, Insights-Driven, And Purposeful

Alyson Clarke July 30, 2020

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Blog

The Future Of Banking Has Arrived

Jacob Morgan July 29, 2020
Forrester's latest research finds future of banking will be invisible, connected, insights-driven, and purposeful. Analysts Jacob Morgan and Alyson Clarke break it all down.
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Blog

Why CX Prioritization Matters And How To Get Started

Judy Weader July 28, 2020
A CX prioritization process ensures that resources are used with maximum efficiency and efficacy. Discover how to quickly set up a CX prioritization process.
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Blog

Executives Really Must Walk In Their Customers’ Shoes

Faith Adams July 15, 2020
Back when I was a customer experience (CX) practitioner, I regularly found myself reminding stakeholders up and down the organization that, just because they may have never experienced something, it did not mean that it wasn’t happening to our customers. It would be followed up with me encouraging them to adopt an outside-in perspective and […]
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Blog

“All Right, You Made Your Point. Now What Do We Do About It?”

Harley Manning July 13, 2020
On Wednesday, July 15, we’re inviting executives from all companies — large and small, B2B, and B2C — to participate in our inaugural CX Reality Day and test out the real experiences that their brand delivers to customers.
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Blog

CX Reality Day: What Will You Discover?

Melissa Parrish July 13, 2020
This Wednesday, July 15th, we’re inviting executives from all companies — large and small, B2B, and B2C — to participate in our inaugural CX Reality Day.
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Blog

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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Blog

The Effect Of COVID-19 On UK Consumers’ Financial Well-Being

Aurelie L'Hostis May 19, 2020
Thirteen percent of UK adults have seen their income (hours and/or wages) reduced due to COVID-19. This is impacting their ability to spend and meet financial commitments: Around half have reduced spending to the minimum, and 10% have missed a bill or loan payment.
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