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

Toward A Greener Marketing Ecosystem

Thomas Husson 22 hours ago
Over the past 10 years, marketers, agencies, publishers, and adtech vendors have had to deal with complex collective challenges around consumer privacy, misinformation, viewability, fraud, and diversity and inclusion. Over the next 10 years, the $600 billion advertising industry will have to play its part in fighting climate change. A February 2023 IAB Europe report […]
Blog

Apple’s Vision Pro Is A New Spatial Computing Device — Not A Headset

Julie Ask 2 days ago
Apple has unveiled its highly anticipated next-generation spatial computing device, Apple Vision Pro. The device will retail at $3,499 and be available in early 2024. It is an augmented reality (AR) experience, with graduated immersive experiences that come very close to virtual reality (VR) at times. I had the chance to try the headset for […]
Blog

Introducing Forrester’s Revenue Growth Framework

Dipanjan Chatterjee 3 days ago
Boost bottom-line profitability with a structured and strategic approach to top-line revenue growth by activating five marketing levers.
Blog

Introducing Forrester’s Five-Part Mobile Site Best Practices Series For Retailers

Nicole Murgia May 30, 2023
We highlight best practices in five key aspects of the customer shopping journey on retail mobile sites.
Blog

How Ecosystems Are Changing Insurance CX

Indranil Bandyopadhyay May 24, 2023
Emerging technology ecosystems are at the cutting edge of innovation, bringing breakthrough solutions to market faster and at a reduced cost. In insurance, this means shorter repair times, lower claims costs, and better CX.
Blog

How CPG Brands Thrive Online

Sucharita Kodali May 23, 2023
We advise on how to rethink your CPG sales strategy, protect your brand and customers, and establish a strong online presence.
Blog

Global Accessibility Awareness Day 2023: Bright Spots And Opportunities In A Year Of Accessibility Research

Gina Bhawalkar May 18, 2023
Today is Global Accessibility Awareness Day (GAAD), a day focused on digital accessibility and inclusion. Why do we need a day dedicated to this? 
Podcast

For B2C Companies, Alignment = Profit

What It Means May 18, 2023
Aligning customer experience, marketing, and digital functions around customer needs fuels growth for B2C companies. VP and Group Director Melissa Parrish explains how to build and rev a B2C customer-obsessed growth engine.
Blog

Growth Is Essential Yet Elusive — How Will Your Company Grow Revenue?

Dipanjan Chatterjee May 17, 2023
Growth, while essential, will remain elusive in 2023. How can you craft a strategy to grow revenue and create value for this year and beyond?
Blog

Design Responsibly To Earn Trust

Gina Bhawalkar May 16, 2023
What does it mean to practice human-centered design? The answer to that question is evolving. If you’ve read my research, you know it’s critical for businesses to embed accessibility and inclusive design practices into how they design and develop experiences. Doing so helps increase revenue, reduce costs, increase resilience, and build trust with customers and […]
Blog

Volkswagen’s Woes Remind Us That Combining Hardware With Software Is Hard

Paul Miller May 13, 2023
The Volkswagen Group bet big on a new software division called Cariad, committing billions to building the software meant to power in-car experiences for Audi, Porsche, VW, and other group brands. Software delays hit the launch of new cars, and Cariad lost $2 billion in 2022. A “structural and personnel realignment” sees new leadership for […]
Blog

Three Key Actions Help B2B Marketers Synchronize Buying Signals To Put The Customer First

Jessie Johnson May 10, 2023
By focusing on signals that illuminate customer preferences, perceptions, motivations, and influences, marketers can create more meaningful experiences and develop a more accurate assessment of value realization and propensity to buy.

Thrive In Economic Uncertainty

Get actionable advice to navigate the 2023 downturn. Explore our resources for tech, marketing, CX, sales, and product leaders.

Blog

Congrats, You’ve Launched Your Product … Now What?

Sam Somashekar May 9, 2023
Product managers must keep an eye on the long-term prize for their offerings. Learn how — and dive deeper at Forrester's B2B Summit North America.
Podcast

Is Asynchronous Chat The Future Of Customer Service?

What It Means May 4, 2023
Asynchronous chat is poised to proliferate throughout the B2C ecosystem, redefining expectations around customer service. Senior Analyst Christina McAllister joins to discuss the benefits and pitfalls of this technology.
Blog

How To Reduce Tech Debt In Your CRM Operations

Kate Leggett May 3, 2023
Uncover how to reduce tech debt in your CRM operations by understanding your CRM footprint, the CRM vendor landscape, and mapping a strategy to business outcomes.
Blog

The Right Way To Set CX Metrics Goals

Rich Saunders May 2, 2023
CX pros need help effectively setting goals for the CX metrics that they produce. New Forrester research helps them implement a quantitative approach and avoid common pitfalls in the process.
Blog

Fitness Wearables Alone Will Not Solve The US Healthcare Crisis: Amazon Winds Down Halo

Julie Ask May 2, 2023
Amazon has announced that it will wind down its Halo product line and services, highlighting the challenges of generating profits and success in the fitness tracker market.

CX Can Thrive In The Downturn

CX leaders can boost their organization's economic resilience. Find out how in this complimentary report.

Blog

We Want To Speak With You! Join Our Upcoming Research On Remote Patient Monitoring

Julie Ask May 2, 2023
Please join our upcoming research on the role of remote patient monitoring devices in enabling remote care.
Blog

Emerging Technologies Put Remote Patient Monitoring In The Spotlight

Julie Ask May 2, 2023
The healthcare ecosystem is evolving. Delivery of complex care in distributed settings will require the evolution of remote patient monitoring devices and for them to become more affordable, accurate, and consumer-friendly/usable. At the same time, healthcare staff must acquire new skills and ways of working to support remote care delivery.
Blog

Supercharge Customer-Needs Discovery To Drive Customer-Obsessed Growth

Sam Somashekar April 28, 2023
Now more than ever, product managers must deeply understand their customers. With digital transformation efforts rampant, competitors coming online faster, and customer experience expectations rising, the standard practice of customer-needs discovery can’t keep up with this fast pace of change. In addition, customer demands are evolving rapidly — if you blink, you may miss them […]
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