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.
Discover how Forrester supports customer experience leaders.
Toward A Greener Marketing Ecosystem
Over the past 10 years, marketers, agencies, publishers, and adtech vendors have had to deal with complex collective challenges around consumer privacy, misinformation, viewability, fraud, and diversity and inclusion. Over the next 10 years, the $600 billion advertising industry will have to play its part in fighting climate change. A February 2023 IAB Europe report […]
Apple’s Vision Pro Is A New Spatial Computing Device — Not A Headset
Apple has unveiled its highly anticipated next-generation spatial computing device, Apple Vision Pro. The device will retail at $3,499 and be available in early 2024. It is an augmented reality (AR) experience, with graduated immersive experiences that come very close to virtual reality (VR) at times. I had the chance to try the headset for […]
Introducing Forrester’s Revenue Growth Framework
Boost bottom-line profitability with a structured and strategic approach to top-line revenue growth by activating five marketing levers.
Introducing Forrester’s Five-Part Mobile Site Best Practices Series For Retailers
We highlight best practices in five key aspects of the customer shopping journey on retail mobile sites.
How Ecosystems Are Changing Insurance CX
Emerging technology ecosystems are at the cutting edge of innovation, bringing breakthrough solutions to market faster and at a reduced cost. In insurance, this means shorter repair times, lower claims costs, and better CX.
How CPG Brands Thrive Online
We advise on how to rethink your CPG sales strategy, protect your brand and customers, and establish a strong online presence.
Global Accessibility Awareness Day 2023: Bright Spots And Opportunities In A Year Of Accessibility Research
Today is Global Accessibility Awareness Day (GAAD), a day focused on digital accessibility and inclusion. Why do we need a day dedicated to this?
For B2C Companies, Alignment = Profit
Aligning customer experience, marketing, and digital functions around customer needs fuels growth for B2C companies. VP and Group Director Melissa Parrish explains how to build and rev a B2C customer-obsessed growth engine.
Growth Is Essential Yet Elusive — How Will Your Company Grow Revenue?
Growth, while essential, will remain elusive in 2023. How can you craft a strategy to grow revenue and create value for this year and beyond?
Design Responsibly To Earn Trust
What does it mean to practice human-centered design? The answer to that question is evolving. If you’ve read my research, you know it’s critical for businesses to embed accessibility and inclusive design practices into how they design and develop experiences. Doing so helps increase revenue, reduce costs, increase resilience, and build trust with customers and […]
Volkswagen’s Woes Remind Us That Combining Hardware With Software Is Hard
The Volkswagen Group bet big on a new software division called Cariad, committing billions to building the software meant to power in-car experiences for Audi, Porsche, VW, and other group brands. Software delays hit the launch of new cars, and Cariad lost $2 billion in 2022. A “structural and personnel realignment” sees new leadership for […]
Three Key Actions Help B2B Marketers Synchronize Buying Signals To Put The Customer First
By focusing on signals that illuminate customer preferences, perceptions, motivations, and influences, marketers can create more meaningful experiences and develop a more accurate assessment of value realization and propensity to buy.
Thrive In Economic Uncertainty
Get actionable advice to navigate the 2023 downturn. Explore our resources for tech, marketing, CX, sales, and product leaders.
Congrats, You’ve Launched Your Product … Now What?
Product managers must keep an eye on the long-term prize for their offerings. Learn how — and dive deeper at Forrester's B2B Summit North America.
Is Asynchronous Chat The Future Of Customer Service?
Asynchronous chat is poised to proliferate throughout the B2C ecosystem, redefining expectations around customer service. Senior Analyst Christina McAllister joins to discuss the benefits and pitfalls of this technology.
How To Reduce Tech Debt In Your CRM Operations
Uncover how to reduce tech debt in your CRM operations by understanding your CRM footprint, the CRM vendor landscape, and mapping a strategy to business outcomes.
The Right Way To Set CX Metrics Goals
CX pros need help effectively setting goals for the CX metrics that they produce. New Forrester research helps them implement a quantitative approach and avoid common pitfalls in the process.
Fitness Wearables Alone Will Not Solve The US Healthcare Crisis: Amazon Winds Down Halo
Amazon has announced that it will wind down its Halo product line and services, highlighting the challenges of generating profits and success in the fitness tracker market.
CX Can Thrive In The Downturn
CX leaders can boost their organization's economic resilience. Find out how in this complimentary report.
We Want To Speak With You! Join Our Upcoming Research On Remote Patient Monitoring
Please join our upcoming research on the role of remote patient monitoring devices in enabling remote care.
Emerging Technologies Put Remote Patient Monitoring In The Spotlight
The healthcare ecosystem is evolving. Delivery of complex care in distributed settings will require the evolution of remote patient monitoring devices and for them to become more affordable, accurate, and consumer-friendly/usable. At the same time, healthcare staff must acquire new skills and ways of working to support remote care delivery.
Supercharge Customer-Needs Discovery To Drive Customer-Obsessed Growth
Now more than ever, product managers must deeply understand their customers. With digital transformation efforts rampant, competitors coming online faster, and customer experience expectations rising, the standard practice of customer-needs discovery can’t keep up with this fast pace of change. In addition, customer demands are evolving rapidly — if you blink, you may miss them […]