customer experience

Customer experience is a key driver of loyalty, satisfaction, and revenue. Mastering it is a complex and ever-changing proposition. Forrester’s insights aid organizations to succeed with customer experience.

Insights

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The Highlight Reel Of Sydney Predictions 2020

Seles Sebastin 2 hours ago
It’s a magical time of the year… Forrester Predictions! It’s like Christmas morning but there aren’t any warm cookies or presents under the tree – it’s a different kind of excitement and energy. The research team huddles together, full of anticipation and excitement, reflecting on the year that’s been and looking forward to the year […]
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Adobe’s Artificial Intelligence And 3D Offerings Drive Creative Efficiency And Scalable Experiences

Nick Barber 2 days ago

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Predictions 2020

Discover the dynamics that will define 2020 and beyond.

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Google Makes Moves Into Banking: Should Banks Be Worried?

Alyson Clarke 4 days ago
Google may offer consumers checking accounts as soon as next year. Principal Analyst Alyson Clarke explains what the move means for banks.
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Who Should Design: Blend Democratization, Expertise, And Representativeness

David Truog 4 days ago
The best CX arises when every employee learns design basics and a pro design team — that's representative of the intended audience — guides the process.
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RPA Impacts Employee And Customer Experiences — And That’s A Big Deal

Kate Leggett 5 days ago
Customer service organizations use robotic process automation (RPA) as a tactical and short-term approach to digitize common agent tasks. There are two forms of RPA: unattended and attended RPA. A task can start with an agent and be supported by attended automation, which can kick off unattended RPA to complete the process. Customer service leaders […]
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SEO And Site Search: Not Quite The Match Made In Heaven

Mark Grannan 7 days ago
We (Collin and Mark) had a hypothesis: Site search and SEO were natural partners in a broader scheme to help customers find answers and products. But we needed evidence: How should these strategies intersect? What are the staffing, skilling, and technology opportunities to double-dip in these two areas? What are the benefits to unifying these […]
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There’s Just One CX Metric That Matters To Your C-Suite — But You’re Not Reporting It

Harley Manning 7 days ago
The one CX metric you must report to your CEO and the rest of your C-suite is not Net Promoter Score (NPS). It’s also not level of effort, CSAT, or even Forrester’s beloved Customer Experience Index (CX Index™).
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The Future of CX

The spotlight will shine on CX as brands wrestle with disruption. Is your firm ready?

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Forrester Publishes NPS Benchmarks For 260 Brands In 16 Industries

Maxie Schmidt November 7, 2019
CX pros have been asking how their firm’s NPS compares to other firms’, so we decided to publish our NPS benchmarks data for the first time.
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How Much Is CX Actually Worth In Profit For Telecoms?

Tom Mouhsian November 5, 2019
We all instinctively believe that great customer experience can bring financial success, but proving this with numbers can be a real challenge. If you are a CX professional working in a telecom, this research is particularly relevant to you.
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FORRward: A Weekly Read For Tech And Marketing Execs

Brigitte Majewski November 4, 2019
Apple TV+ launches; the coming Streampocalypse; and more.
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Deep Design: Designing Well Combines Art And Science

David Truog October 31, 2019
Many firms misperceive design as being about look and feel, but it's mostly about how things work — and its processes are rooted in the scientific method.
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Predictions 2020: For CX, It’s All About Proving Business Results

Harley Manning October 31, 2019
The ability to deliver business results will be a career-defining issue in the year ahead.
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Real-Time CX

It’s a reality. Discover the new FeedbackNow.

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Consumers Demand Hybrid CX

Tom Mouhsian October 30, 2019
The Falsehood Of Digital As The North Star Ever since “digital” swept across the world and became a word that’s almost synonymous with innovation, companies large and small have been in a race to digitize . . . everything! Driven in part by the (correct) assumption that customers themselves are increasingly digital, and bolstered by […]
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Is Great Content Enough To Survive The Coming Streampocalypse?

Jim Nail October 28, 2019
Until now, Netflix, Hulu, and Amazon Prime Video have been synonymous with streaming video. Sure, HBO GO, CBS All Access, Sony Crackle, and others are in the market, but these media moguls’ presence in streaming is modest compared to their standing in the traditional television and movie industries. All that will change between November 1, […]
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The Design Revolution — And The Six Myths That Undermine Your Design Efforts

David Truog October 28, 2019
Although businesses prioritize design more and more, many undermine their own efforts by falling for six common myths about it.
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Predictions 2020: Anxious, Lost Consumers Are Hungry To Connect

James L. McQuivey October 28, 2019
In an era of convenience and hyperpersonalized experiences, consumers still feel unfulfilled. Learn how marketers, tech providers, and consumers themselves will attempt to fill the void.
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FORRward: A Weekly Read For Tech And Marketing Execs

Brigitte Majewski October 21, 2019
Cisco’s Ex-CEO Has Launched A Startup, Taking Enterprise CX To The Next Level John Chambers, Cisco’s longtime CEO (1995–2015) founded a startup, Pensando, focused on making edge computing more scalable, agile, and efficient. His firm unveiled its flagship software-defined edge services platform last week, which it claims delivers 5–9 times better technological advantage, productivity, performance, […]
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A Simple Recipe To Calculate How Much Value For Customers Your Firm Delivers (And To Find Critical Gaps)

Maxie Schmidt October 9, 2019
Discover a simple way to measure the value you deliver to customers using data you likely have on hand.
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FORRward: A Weekly Read For Tech And Marketing Execs

Brigitte Majewski October 7, 2019
Cybersecurity Awareness Month Is Underway Executives consider cyberattacks the second leading global risk to doing business, per the World Economic Forum’s 2019 Global Risks Report. The US Senate passed a law to help firms suffering from ransomware attacks, and the NSA launched a new Cybersecurity Directorate. With a flurry of activity already underway, it’s going […]
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Want To Be A CX Leader? Work With Your CIO To Deliver End-To-End, Real-Time CX

Bobby Cameron October 1, 2019
To achieve superior customer experiences, CX leaders and CIOs must collaborate. Learn why.
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