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

WEBINAR

Breakthrough Or Bust: Understand And Master Consumer Energy

Forrester’s Consumer Energy Index tracks the underlying forces that compel consumers toward or away from a brand experience. Learn what consumer energy is, how it shapes your customer relationships, and how to master it to draw customers in.

Watch Now
BLOG

Future Of Retail: Put Customer Experience Front And Center In 2019

To help retailers and brands in 2019, Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.
Read More

Transformational Change Requires New Skills

Empower your employees with Forrester’s learning offerings.

June 11–12 • New York

Achieve Radical CX Innovation

Learn skills and get inspired at CX NYC 2019.

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