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 Customer Experience Professionals

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Predictions 2020: For CX, It’s All About Proving Business Results

The ability to deliver business results will be a career-defining issue in the year ahead.
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A Simple Recipe To Calculate How Much Value For Customers Your Firm Delivers (And To Find Critical Gaps)

Discover a simple way to measure the value you deliver to customers using data you likely have on hand.
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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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