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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Blog

‘Tis The Season To Be Messaging

Christina McAllister 16 hours ago
We look at a few ways that retailers can use messaging to support customers through the holidays and beyond.
Blog

Calling All Healthcare And Life Sciences Companies: Give Yourself The Gift Of Digital Experience Insights This Holiday Season!

Julie Ask 18 hours ago
Healthcare and life sciences companies: Fill out Forrester’s executive survey in exchange for personalized feedback on your state of digital experiences, as well as key industry benchmarks.
Blog

Designers Are Your Anchor In An Uncertain Economy

Sheila Mahoutchian 1 day ago
As we head into another year of economic uncertainty, panic and fear seem to be gripping many organizations. From mass layoffs in the tech sector to hiring freezes, the world of CX has a right to be concerned. Given the shifts in design awareness and transitions over the last decade from “what it looks like” to “how it works,” however, we predict that designers and the experience design community will be more important than ever.
Blog

Key Takeaways From Conversations With Patient Engagement Vendors

Natalie Schibell 5 days ago
The shift to more accountable care and the high prevalence of chronic disease demand more proactive — versus reactive — care delivery models. Healthcare organizations and policymakers recognize that patient engagement improvement is a top priority to move this initiative forward. Discover key insights from conversations with patient engagement vendors.
Blog

Crucial Intel: Customer Obsession Matters

Sam Karpinski 7 days ago
This blog was written in collaboration with Anna Synakh. Intel, a tech giant with over 121,000 employees, sets an example for organizations that are considering becoming more customer obsessed. Despite its size and complexity, Intel has made big strides in all three customer obsession competencies: leadership, strategy, and operations. In our new report, Case Study: […]
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Anticipate Your Customers’ Next Best Experiences

Julie Ask November 17, 2022
The future of experiences will be driven by analytics, and many of them will be anticipatory.
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Precision Medicine Will Save Millions Of Lives And Billions Of Dollars But Only Through Collaboration Of Its Stakeholders

Alexander Shlyankevich November 15, 2022
Advances in genetics, molecular diagnostics, data science, information technologies, and artificial intelligence are expanding doctors’ power to personalize therapies, gradually transforming one-size-fits-all care into precision medicine.

Turn 2023 Predictions Into Bold Action

Join us for Predictions 2023 Live to learn how to focus your priorities for success in the year ahead.

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Diversity And Inclusion Matter In The Digital Context

Dan Bieler November 14, 2022
A lack of diversity, equity, and inclusion (DEI) in digital teams poses some unique challenges: biased AI, harmful or inaccessible digital products and experiences, and challenges with recruiting and retaining digital talent. Learn how to tackle these challenges.
Blog

Predictions 2023: Public Sector Hesitancy Hinders Crisis Preparedness

Sam Higgins November 9, 2022
As governments gradually return to pre-pandemic ways of operating, they must gird themselves for an uncertain future.
Blog

Customer Trust Was Weak Across US Financial Services Brands In 2022

Alyson Clarke November 8, 2022
How well did US financial services firms rank in terms of customers’ trust in 2022? Our new research reveals the scores and rankings of 54 US brands across auto and home insurance, banking, credit card issuers, and investment firms, analyzed as part of Forrester’s US Financial Services Trust Index, 2022. Overall, customer trust was relatively […]
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Financial Services Firms Need To Learn How To Earn Customers’ Trust

Alyson Clarke November 8, 2022
Winning trust is imperative to financial services firms' success. Yet it's lacking, Forrester’s Financial Services Customer Trust Index shows.
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Does The Pursuit Of Customer 360 Have You Running In Circles?

Zeid Khater November 7, 2022
No doubt, you’ve heard of it. It’s called by many names: the golden record; the single source of truth. However, it is most often referred to as customer 360. What all these terms are referring to is a holistic view of a customer’s data, covering every single touchpoint and interaction with your company as well […]

See How CX Is Changing In 2023

Get our Predictions 2023 guide to explore the dynamics that will ensure customer experience success.

Blog

‘Tis The Season Of Open Enrollment, But Members Need More Information To Be Jolly

Natalie Schibell November 7, 2022
As open enrollment commences, health insurers face a major knowledge gap, preventing them from engaging their members.
Blog

Australians’ Laid-Back Reputation Hides The Truth About Our Ability To Trust

Jinan Budge October 30, 2022
People are hardwired to trust other people and, by extension, the organizations they engage with. As an organization, your success or failure at earning and keeping trust ultimately determines not only the fate of your relationship with customers, employees, and partners but the future prospects of the organization itself. But few business, political, or technical […]
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Auto Manufacturers Need Better Design To Stop Failing Customers

Karine Cardona-Smits October 27, 2022
The 2022 Paris Motor Show (Mondial de l’Automobile) disappointed, both because of the absence of major manufacturers but, above all, because of the lack of a long-term strategy that looks beyond ownership of a vehicle and explores sustainable solutions. While Electric Cars Are Greener, They Are Not The End Solution With the ban of fossil-fuel […]
Blog

How Exploration Drives Breakthrough Digital Business Strategies

Peter Wannemacher October 26, 2022
A confluence of factors makes digital business inherently fast-moving. Systems of exploration can help digital business strategies evolve and drive growth. Learn more.
Blog

Predictions 2023: Asia Pacific Firms Look To Balance Transformation With Customer And Employee Expectations

Ashutosh Sharma October 25, 2022
As APAC companies pursue new avenues for growth, they will need to align their actions with the needs of their most important stakeholders.

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Predictions 2023 Live

Explore the five top predictions that will shape 2023 success, including the bold moves you can take to focus your CX, B2B marketing, technology, and digital commerce actions.
Blog

Changing Your Loyalty Program? Here’s What To Consider

Mary Pilecki October 25, 2022
Today, brands leverage loyalty programs to acquire and retain customers, particularly those they lost during the height of the pandemic. But loyalty programs are a symbiotic relationship: Consumers look to programs for better experiences and cost savings, especially in light of the current economic crisis. As both customer and business needs change, programs are evolving […]
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Predictions 2023: CX Teams Thrive Or Wither Based On What They Do Now

Rick Parrish October 25, 2022

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