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.

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Insights

Blog

Digital Accessibility Enters The Spotlight As A Business Priority

Gina Bhawalkar 3 days ago
When the COVID-19 pandemic struck, in many cases making digital the only channel through which customers could interact with brands, Forrester saw a significant uptick in inquiries related to accessibility, mostly from companies getting serious about accessibility for the first time. The pandemic served as a wake-up call not just about the importance of digital […]
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Blog

CMOs At Sustainable Brands Are Bold

Thomas Husson 4 days ago
In my recent report, “Embrace The Green Business Opportunity,” I demonstrated how new entrants and innovative brands, especially in Europe, are disrupting the status quo and becoming profitable sustainable businesses. This is not just about the iconic Patagonia, but also about Allbirds, Arcadia Power, Backmarket, BlaBlaCar, C’est qui le Patron?!, Ecotone, Enfuce, Frosch, Imperfect Foods, […]
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Enhance Your Customer Experience Strategy

Join us for two complimentary webinars on how European CX leaders can establish and grow their CX function, and measure CX within privacy regulations.

Blog

Mutuals And Direct Banks Top The UK, France, Italy, And Spain Banking CX Indexes — Here’s Why

Oliwia Berdak March 31, 2021
In our 2020 European Banking Customer Experience Index (CX Index™), mutuals and direct banks outperformed traditional banks in terms of customer experience (CX) in the UK, France, Italy, and Spain. Why? Because mutuals and direct banks excel at the three E’s of customer experience: ease, effectiveness, and emotion. But they do it differently. When we […]
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Blog

Top Design Projects Of 2021: What They Are Versus What They Should Be

Andrew Hogan March 30, 2021
Are you investing your design efforts in the right place? Are you wondering if your company is really designing in ways that attract and create more loyal customers? Learn what could be standing in your way.
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Blog

Digital Accessibility Is About Great CX, Not Just Compliance — Takeaways From Deque’s Inaugural Axe-con Conference

Gina Bhawalkar March 29, 2021
I speak with companies weekly about the growing importance of digital accessibility, and prior to 2020, those conversations almost always started with this question: “How do we make our sites and apps accessible so we don’t get sued?” It’s a fair question — after all, the number of web and mobile accessibility lawsuits has increased […]
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Blog

Boost Confidence And Transparency By Elevating Digital Superannuation Experiences

Zhi Ying Barry March 24, 2021
A perfect storm of change has hit the superannuation sector, as three distinct trends have converged. First, COVID-19 has accelerated digital adoption as super firms’ websites and mobile apps have become hubs for their members’ retirement planning decisions. In the past year, 60% of Australian online adults checked their account balance and transaction history online, […]
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Blog

Four Themes Will Shape The Future Of Insurance

Jeffery Williams March 24, 2021
Technology alone won't drive sustainable competitive advantages. Partnerships, people, products, and processes will factor heavily into four themes that will shape the future of insurance.
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Predictions 2021: CX Leader Webinar

CX will be at the forefront of 2021's greatest challenges. Discover the keys to success.

Blog

The $162 Billion Design Industry Won’t Stop Growing

Andrew Hogan March 24, 2021
We estimate the size of the global design industry to be $162 billion and believe multiple software categories used in design will grow more than 20% this year. Find out why.
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Blog

Danone, The Green Revolution, And The Next Wave Of Business Transformation

Thomas Husson March 22, 2021
Last Friday, my daughter — who will soon turn 15 — participated in her first demonstration, one organized by Fridays for Future. She’s passionate about climate change and biodiversity. I was 12 years old when the Chernobyl disaster occurred, but I was (and still am) passionate about politics. The fall of the Berlin Wall was […]
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Blog

How To Calculate The Benefits Of An Employee Mental Health Program

Arielle Trzcinski March 17, 2021
(Paul-Julien Giraud contributed to this blog.) Mental health was already a critical element of an effective employee experience (EX) program before the pandemic, but today, it’s paramount, as new stresses have emerged and employees brace for even more change in coming months. Sadly, many employers still miss the mark on this investment. And it is […]
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Blog

Discover And Reduce The Privacy Risks Of Your Customer Experience Measurement Practices

Maxie Schmidt March 17, 2021
There are privacy risks in customer experience measurement. Today, protecting your customers’ and your employees’ privacy is key. Learn how to.
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Blog

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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European Banking Brands: Improve Your Mobile Banking Experience

5 best practices and actionable tips to implement in your journey.

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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Podcast

The Time Is Right For A Federal CCO

What It Means March 11, 2021
We’re making a call: The Biden administration should create a federal chief customer officer role. VP and Principal Analyst Rick Parrish joins to explain why now is the perfect time and why federal agencies should prioritize customer experience.
Listen Now
Blog

Three Ways To Protect Your Customer Base From Competitors

Amy Bills March 10, 2021
Forrester benchmark data shows that retained business accounts for the lion's share of company revenue. How well are you protecting that share?
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Blog

2021年预测:银行将需要再次了解客户

Oliwia Berdak March 10, 2021
了解客户对于银行来说是支撑业务的基础能力。监管机构要求银行核实客户身份,分析金融交易来打击洗钱、恐怖主义融资与逃税漏税行为。除去监管合规的要求,银行也需深入了解客户,来为客户提供合适的产品、评估其贷款风险、并制定相应的销售与服务策略。点击“阅读更多”了解2021年银行应如何再次了解客户。
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Blog

How To Monetize Open Finance: Monetize Value; Price The Use Case

Jacob Morgan March 10, 2021
Open finance is driven not by regulators but by technologies such as open APIs. This is steadily changing distribution patterns within the industry toward embedded finance — a world of connectivity, with financial services meeting the needs of customers in the moment, in cars, in virtual agents, in shopping apps, and in online marketplaces. If […]
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Predictions 2021 Online Event

Dive deep into the dynamics that will generate obstacles and opportunities in 2021.

Blog

Advanced CX Measurement Programs: Beyond Surveys; Journey-Centric; Proactive

Maxie Schmidt March 4, 2021
Explore what distinguishes an advanced CX measurement program and how to recalibrate your customer experience measurement strategy to achieve more.
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Blog

How To Build A Mature CX Measurement Program

Maxie Schmidt March 4, 2021
Discover the three stages of building a mature CX measurement program that fuels business success and customer loyalty, and how to get started.
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Blog

How To Accelerate A Cultural Employee Experience Shift In Europe

Thomas Husson March 4, 2021
The COVID-19 pandemic has proven that the correlation between employee experience, customer experience, and overall business results is stronger than ever. Find out why.
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