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.

Discover how Forrester supports customer experience leaders.

Insights

Blog

Digital Experience: The Inside Scoop As Told By 36-Plus Executives

Julie Ask 2 days ago
“When you look forward two years and think about your aspirations for your consumer digital experiences, what will inhibit you from reaching those goals?” Dozens of digital business and experience executives across numerous industries and geographies shared their thoughts with us about digital experience’s current state, emerging tech, priorities, and inhibitors. I’ve summarized the findings […]
Read More
Blog

iOS 15: Making 100 Mobile Moments Better Every Day

Julie Ask June 11, 2021
Apple kicked off its annual developer conference on Monday, June 7, 2021. One of its big announcements was iOS 15. iOS 15 makes experiences more intelligent and more intuitive. Apple is adding features that help its customers 100 times a day in little moments throughout the day, every day. In some ways, you could say […]
Read More
Blog

Financial Advisors Propel Morgan Stanley To The Top Of Investment Firms In The US CX Index, 2021

Vijay Raghavan June 2, 2021
Amid massive market volatility and uncertainty, two investment firms were able to vault up the rankings in the Forrester US CX Index 2021. Discover how, and why they'll have a competitive advantage going forward.
Read More
Blog

Be An Authentic Ally To Earn The Right To Wear The Rainbow

Judy Weader June 1, 2021
June: a time when flowers bloom, kids count the days until summer vacation, and businesses everywhere turn their logos into little Pride flags. “Rainbow capitalism” is becoming more common, but as it spreads wider, it becomes more obvious when a firm’s commitment to the LGBTQ+ community barely runs skin deep. In 2019, LGBTQ+ groups pushed […]
Read More
Podcast

What Is Design Debt?

What It Means May 27, 2021
What is design debt? Principal Analyst Andrew Hogan joins What It Means in advance of his talk at CX North America to discuss this hidden problem and how addressing it strengthens customer experiences.
Listen Now
Blog

$500 Million VC Funding For Contentsquare: A Perspective On Experience Analytics And French Tech

Thomas Husson May 26, 2021
Contentsquare just raised a $500 million Series E round led by SoftBank. The French Tech Ecosystem Is Booming Wow! This is the biggest venture round ever and the biggest total funding ever for a French startup, now valuated at $2.8 billion. There are now about 15 French unicorns and counting. In a previous blog, I […]
Read More
Blog

Le Développement Durable : Nouvel Enjeu De La Transformation Des Entreprises

Thomas Husson May 20, 2021
La prochaine vague de transformation des entreprises sera celle du développement durable.
Read More

Lessons From Florida Blue: Building A Successful CX Measurement Program

Webinar

Three Essential Steps To Lead A CX Transformation

Hear our CX expert Riccardo Pasto share best practices from both private and public sectors, and learn a three-step approach to jumpstart customer-centric culture transformation.
Watch Now
Webinar

Comment intégrer le développement durable dans votre stratégie

On constate aujourd’hui une pression croissante de la part des consommateurs et des gouvernements sur les entreprises afin qu’elles intègrent les objectifs de développement durable, en agissant par exemple pour l’écologie, l’éradication de la pauvreté ou l’égalité hommes-femmes. Les responsables marketing et expérience client des marques grand public doivent désormais non seulement intégrer ces objectifs […]
Watch Now
Blog

Expérience collaborateur: une bombe à retardement

Thomas Husson May 19, 2021
L’engagement collaborateur s’est amélioré entre 2019 et 2020. Nos indicateurs le montrent, ceux des sociétés spécialisées comme Peakon ou Qualtrics le confirment. Les employés, notamment ceux qui ont pu télétravailler, ont bénéficié d’horaires plus flexibles, d’un meilleur contrôle de leur emploi du temps, de moindre temps de transport, et ont globalement été plus productifs. Ce […]
Read More
Blog

Employee Experience Is A Business Imperative

Thomas Husson May 18, 2021
European recovery from the pandemic depends on employee experience; yet, many leaders still underestimate the importance of culturally transforming their organization and embracing a new management approach. The firms that will succeed out of the crisis will be those that prioritize EX and embrace anywhere work.
Read More
Blog

It’s Time To Get Serious About CX Data And Technology

James McCormick May 17, 2021
CX pros can realize the full benefits of customer data by building a comprehensive CX technology portfolio that weaves in partner tech. Learn more.
Read More

Add Precision To Your CX Measurement

Join this webinar and discover how to identify valuable CX metrics and root out time-wasters.

Blog

Protecting Customers From Harm Is A Crucial Part Of Your Financial Well-Being Strategy

Aurelie L'Hostis May 14, 2021
On May 4, the UK government launched a new “Breathing Space” scheme in England and Wales. This debt respite scheme gives people struggling with debt problems a 60-day period of legal protection during which all interests and charges on their debt will be frozen while they receive professional debt advice. No enforcement action will be […]
Read More
Podcast

What Is A CX Tech Portfolio?

What It Means May 13, 2021
A customer experience (CX) technology portfolio is both a select set of tools and almost everything your organization uses. Principal Analyst TJ Keitt unravels this paradox and explains how CX professionals can best navigate the tech landscape.
Listen Now
Video

The Trust Imperative

Stephanie Balaouras May 12, 2021

Watch Now
Blog

Building CX Influence? Choose Your Friends Carefully

Amy Bills May 11, 2021
Many CX leaders rely on matrixed teams, adjacent functions, and internal alignment to drive transformation. Being an informal “influence officer” might feel like a second job, but leaders who can connect with internal allies to further the cause of customer obsession have the greatest likelihood of success.
Read More
Blog

Build A Culture Of Emotionally Intelligent Employees To Boost Mental Health

Joana de Quintanilha May 10, 2021
Many companies get emotion wrong … Rather than designing experiences built on a broad spectrum of emotions, they equate emotion with delight. But real joy and real happiness can only exist in relation to all the emotions — they are a “boxed set.” We cannot just pick and choose our emotions. Anger isn’t joy, just […]
Read More

Safeguard Your Post-Pandemic Reopening With Real-Time Feedback Collection

Learn how real-time feedback collection empowers you to monitor and proactively address customers' reopening concerns in this webinar.

Blog

Warning: Employee Engagement Is Higher Than You Think — Carefully Monitor The Burnout Factor

Thomas Husson May 10, 2021
This week is European Mental Health Week. There are many different facets to mental health, but no doubt our relationship to work is a key component of it, simply because we spend so much time working and because work (or the absence of it) also shapes our very own identities. The pandemic has drastically changed […]
Read More
Blog

What’s Wrong With Quick-Fix Products For Digital Accessibility

Gina Bhawalkar May 4, 2021
Let’s get straight to the point: There’s no quick fix for making your digital experiences accessible. That’s true even if your approach to accessibility is narrowly focused on being compliant with the Web Content Accessibility Guidelines (WCAG) and the laws in your region of the world. Many companies I speak with these days are tempted […]
Read More
Blog

Solve Customer Mysteries With Quantitative And Qualitative Investigation

Brandon Purcell May 4, 2021
Most companies fall short of cracking the mystery of their customers because of a siloed approach to customer understanding. Discover how to break through by uniting quantitative and qualitative research methods.
Read More
More posts