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
Measuring What Matters: Answering Key Questions From Our Webinar
We received many questions during our recent webinar on CX metrics. Here, we provide answers while recapping some of the key themes.
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Guide Your Digital Experience Strategy With Forrester’s Digital Connections Tracker And Moments Map
We often hear comments and questions from customer experience and digital business leaders such as, “We designed and built this product, but not many people use it — and we don’t know why” or “We have a chatbot, but customers are not using it, so how can we drive engagement?”
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The Future Of Digital Experiences: A Human-Centered, Empowering Journey
Emerging technologies are transforming digital experiences, which are evolving to become more human-centered, assistive, anticipatory, and agentic.
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To DOGE Or Not To DOGE — Tesla Hits A Roadblock
Tesla’s blazing-hot growth trajectory has come to a screeching halt. These three areas will indicate whether or not it regains its momentum.
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CX, Digital, And Marketing Leaders: Tap Discipline And Creativity To Navigate Through Volatility
Root your planning and actions in your customers and leave room to innovate while controlling the risks you can.
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Health Insurers Must Forge A New Frontier In 2025
A new dawn has arrived for health insurers (HIs). As HI leaders balance cutting costs with the pressure for innovation in a rapidly evolving ecosystem, they must revisit their priorities to cocreate value and strengthen trust with members. Our latest report explores the top seven trends that matter most for health insurers as they navigate the rest of 2025.
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Ingenuity And Core Values Will Steady The Ship: Top Healthcare Provider Trends In 2025
Steering through a maelstrom of uncertainty and risk in a rapidly changing healthcare landscape requires resilient leaders who will adapt strategies centered on the human experience. Advancements in AI and the widespread availability of medical information are compelling healthcare provider organizations to reassess how they engage with customers and employees. They are exploring creative ways to reposition themselves and demonstrate steadiness in an increasingly concentrated industry.
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How Well Are You Protecting Existing Customer Revenue?
We’ve introduced expanded and upgraded versions of our customer engagement aligned approach and the foundational Forrester Customer Engagement Range Of Responsibilities Model to show you how to optimize the relationship between your company and your customers.
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CCaaS Vendors Thrive In A Wild Market
The Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025, is out! Dive into the latest genAI-driven changes in this fast-moving space.
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Apple Gets Tariff Relief — Just Kidding!
As tariff volatility is dialed up a notch, companies like Apple will find it best to hunker down and do nothing until the dust settles. Get five predictions on what happens next.
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Banks Need Modern Identity Verification Solutions To Stay Competitive And Resilient In The AI Era
There is a growing need for more secure identity verification in the financial services industry due to the rise of sophisticated fraud tactics and increasingly complex regulatory requirements. Learn the four key challenges that financial services firms face in this preview of a new report.
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Connect EX To CX For Real Transformation
When employees are engaged, a better customer experience follows. Learn about two core elements for building an EX-to-CX strategy.
Turn Uncertainty Into Opportunity
Market volatility isn’t a roadblock — it’s your launchpad. With Forrester’s expert resources, you can optimize costs, lead with confidence, and turn challenges into growth.
Blog
Apple Is In The Tariff Crosshairs. What Should It Do?
The US administration is convinced that Apple, one the biggest and most valuable brands in the world, can and should move its manufacturing infrastructure to the US. The reality, however, is far murkier. Let’s dissect what puts Apple in a precarious situation and how it might hope to manage through this volatility. Apple is in […]
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Mature Customer Experience Measurement To Unlock Actionable Insights
Advanced technologies and analytic methods are redefining how organizations measure experiences and extract insights. CX leaders have an opportunity — and a responsibility — to spearhead this transformation.
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Brands, Take Cover: The Tariffs Have Hit The Fan
Consumers have begun to take several steps to manage the impact of tariffs on their pocketbooks. Learn the five buying behaviors to look out for among your customers and what steps to take in response.
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Medallia And Qualtrics Conference Highlights: Rivals Offer Different Plans For AI Enhancements
Over the past two weeks, we attended back-to-back CX events: first, Qualtrics’ X4 in Salt Lake City, then Medallia Experience in Las Vegas. Both Leaders in The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024, these vendors court enterprisewide CX programs as well as digital, contact center, and location-based operations leaders. Despite the similarities in […]
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Financial Firms Offer Laid-Off Government Employees A Chance To … Spend More Money?!
At a time of high volatility, financial services brands should focus on removing customer stress and offering benefits, not finding ways to sell more to struggling customers. Get four tips on how to do that in this post.
Turn Uncertainty Into Opportunity
Market volatility isn’t a roadblock — it’s your launchpad. With Forrester’s expert resources, you can optimize costs, lead with confidence, and turn challenges into growth.
Blog
Learn How To Make Every Journey Count And Unlock A Value Flywheel At CX Summit EMEA
Every customer journey can create or destroy value — both for your customers and your firm. At CX Summit EMEA, learn how to measure customer journeys and optimize their value.
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Consumers React To Tariffs With Concern And Caution
Our recent poll showed how consumers feel about and are responding to a slew of anticipated new tariffs.
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To Thrive Through Volatility, Master These Three Areas
There’s no end in sight for the current disruption, but making the right strategic moves will help you come out ahead.
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