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


CX SF 2019: Step Up To The High-Stakes Future Of Experience Design

How do customers judge the quality of experiences? Many firms don't know, which can inadvertently worsen their CX performance.
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US CX Index 2019: Where Brands Are And How They’ll Excel

Forrester’s US CX Index™ 2019 revealed a modest increase in overall quality, with no brands achieving an “Excellent” score. VP, Research Director Harley Manning and Director, CX Analytics Michelle Yaiser delve into what’s behind the slow pace and how brands can accelerate.
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Oct 17–18 • San Francisco Marriott Marquis

Win the high-stakes game of experience design.

Register now for CX SF 2019, two days of practical XD best practices.

Findings From The US CX Index™ 2019

Read key insights about the state of US customer experience.

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