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
What Does Good Research Look Like? Three Hallmarks Of Successful Customer Research
Having conversations with clients and learning from their experiences often yields new perspectives on familiar topics. We know that research must have a clear objective, be actionable, and be aligned with business goals, but is there more to consider? What does “good” research look like?
Blog
European Leaders: Align Budget Planning To Accelerate Performance In 2025
Upbeat budget expectations for 2025 will serve European leaders well, but placing the right bets will be critical to securing a competitive edge. Read a few of our top recommendations.
Revive Your CX Outcomes With Strategic 2025 Budget Planning
Join us Sept. 17 for our LIVE 2025 budget planning webinar to learn where to prioritize your budget allocations to reverse CX declines and bolster core competencies.
Blog
Fifteen Common B2B Customer Advisory Board Mistakes
Learn where customer advocacy programs can fall short — and how B2B marketers can keep the focus on value.
Blog
How To Nudge Consumers Toward Environmental Sustainability
Behavioral science aims to develop a deep understanding of human decision-making in context. It helps explain customer mental models and why people don’t always act the way they say they do. This is especially important when it comes to environmental issues: Many consumers would like to adopt greener behaviors but struggle to do so due […]
Blog
The Future Of Consumer Use Of Generative AI
How Will Consumers Engage With Generative AI In The Future? As my colleague Audrey Chee-Read summarized in a recent blog post, consumer adoption of generative AI (genAI) with brands will happen unnoticeably. As new AI-powered products in everyday technology devices like smartphones and laptops increase, genAI will simply blend in as a native feature. As […]
Blog
AI And The Green Market Revolution Will Intertwine
While AI has huge potential to mitigate the environmental crisis, the technology that powers AI has a huge impact on climate change and water resources. Learn how the futures of AI and the green market revolution are intimately linked and how they will both become invisibly embedded into our daily lives.
Blog
Consumer Spending Trends And What They Mean For Your Brand
My colleague Jitender Migliani and I have just published a report (Consumer Spending And The Economy Grow Despite Persistent Pessimism) based on the H2 2024 US macroeconomic trends and consumer behavior data that we’ve collected and analyzed. This report aims to shed light on the economy’s trajectory over the past year, its continued direction in […]
Blog
Your Personas Are Outdated: It’s Time To Evolve Your Approach
Personas are foundational and seemingly simple, yet deceptively challenging. Learn what it takes to create effective ones.
Podcast
How GenAI Will Transform The Contact Center
Generative AI (genAI) holds tantalizing potential for contact centers, but turning that potential into reality will require overcoming some hurdles. How should contact center leaders get started? Senior Analyst Christina McAllister provides insight on What It Means.
Blog
The Singapore CX Index Rankings, 2024
Singapore’s Financial Service Industry Customers Rate Their Experiences As Just “OK” In 2024 Forrester has been evaluating the quality of customer experience (CX) at leading financial service providers in Singapore since 2018. This year, we’ve expanded the coverage of our Customer Experience Index (CX Index™) beyond retail banking and auto and home insurance to include […]
Blog
To Build Your Best Marketing Organization, Unbox Your Org Chart
As changes in media and technology have upended how consumers discover and engage with companies, marketing organizations need a more flexible approach.
Blog
US Government Tackles “Doom Loops” (But Risks Customer Service Chaos)
The newly launched "Time Is Money" initiative may have unintended consequences. Learn what they are, and what actions might be more meaningful.
Overhaul Core Competencies With Your 2025 CX Budget
Download our 2025 Planning Guide for CX leaders to learn how to allocate your 2025 budget to reverse CX declines and boost quality.
Podcast
What Will It Take To Eliminate Medical Deserts?
Medical deserts — geographic areas that lack essential healthcare services — encompass over 80% of counties in the US. How did we get here, and what will it take to reverse the trend? Principal Analysts Arielle Trzcinski and Judy Weader discuss on What It Means.
Blog
Is GenAI Falling Short? Not In The Contact Center
Infrequently asked questions is an example of how genAI is bringing value to the contact center
Blog
Fairy-Tale Data: The Comforting Fiction That Undercuts Your CX Efforts
Chances are that your organization is lying to itself about the quality of the customer experience (CX) it provides. It's time to stop paying heed to data that enables this.
Podcast
How Should Business And Tech Leaders Spend In 2025?
Business and tech leaders expect (slightly) bigger budgets next year. How should they use them? On this episode of What It Means, VPs and Group Research Directors Stephanie Balaouras, Keith Johnston, and Srividya Sridharan dive into Forrester’s Budget Planning Guides’ recommendations for tech, marketing and sales, and customer experience (CX) leaders.
Blog
For Demand And ABM Teams, 2025 Won’t Be About Doing The Same With Less But Rather Doing Better With Less
Forrester’s Budget Planning Survey, 2024, uncovers a dual narrative for marketers in the coming year: The challenge lies in managing tight budgets but also in the dichotomy of needing to invest in recent technology- and process-related advancements to stay relevant. Strategic budget divestment is required in this environment.
Explore The What, Why, & How Of GenAI For CX Pros
Download your copy of our best-practice report to get analyst answers to CX leaders’ top genAI questions. Unlock the secrets to using genAI to improve CX, journey management, and more.
Blog
Paris Olympics: Luxury Democratized, Ads Lose The Plot, And Women Shine
Every Olympics brings insights into the current cultural zeitgeist. Here are five observations from this year's big event.
Webinar
How To Prove The Business Value of CX Efforts
Discover how to connect CX contributions to financial performance with a 5-step approach, showcasing the measurable business value and ROI that CX delivers to business.
Webinar
2025 Budget Planning LIVE: Customer Experience
Join us Sept. 17 for our LIVE webinar where we will dive into the latest data-driven guidance for CX leaders on how to strategically allocate budget for 2025.
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