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Customer Experience

Great customer experience is powerful — a growth engine for acquiring new customers and making advocates out of the ones you already have. But few companies are able make that claim.

CX has proven to be hard: customers demand more, organizational inertia creates headwinds, and unclear prioritization of the experiences that produce the greatest economic impact has suppressed available gains.

Companies will win or lose based on experience, and CX is still the vital point of differentiation and growth. Forrester helps CX professionals revitalize their customer experience strategy and initiatives — winning the hearts, minds, and advocacy of customers and driving sustained growth.

Insights For CX Professionals


Improving Customer Experience By One Point Can Drive More Than A Billion Dollars In Revenue

By ignoring CX, you leave big money on the table. Discover why CX drives business results and how to calculate just how much your firm stands to gain.
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How (And Why) To Leverage CX Champions Programs

Many understaffed customer experience (CX) organizations are spinning their wheels and realizing they can’t meet their goals in a silo. On this week’s What It Means, Analyst Angelina Gennis joins to discuss how CX champions programs can catalyze CX transformation.
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The Future of CX

The spotlight will shine on CX as brands wrestle with disruption. Is your firm ready?

Real-Time CX

It’s a reality. Discover the new FeedbackNow.

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