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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

Podcast

Will COVID-19 Change Virtual Care Forever?

Virtual care is not a new concept, but the COVID-19 pandemic has driven a dramatic surge in adoption. In this episode of What It Means, Senior Analyst Arielle Trzcinski discusses what’s driving this adoption and the future of virtual care.
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Blog

Like Night And Day: Twitter’s And Apple’s Contrasting Moves On Accessibility

The two companies' recent actions highlight the difference between placing accessibility front and center versus treating it as an afterthought.
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How Does Your Brand’s CX Stack Up?

Is your brand top of the pack or falling behind? Discover how your customers rated your brand's experiences in the 2020 CX Index™ results.

Webinar

Use Data To Drive CX Project Prioritization

Discover an insights-driven approach to determine which CX projects will have the greatest impact and how to use your resources with maximum efficiency.

Capturing The ROI Of CX

Capturing The ROI Of CX

Customer experience makes financial sense. A 1-point increase in CX Index™ score can equal up to $1,000,000 in additional incremental revenue.

 

The trick is making a persuasive, stakeholder-ready business case. We’ve made it easier. Download our complimentary step-by-step guide to building a financial case for CX. It includes a customizable CX ROI calculator.

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Learn more about the ROI of CX and CX measurement in a complimentary webinar hosted by Principal Analyst Maxie Schmidt-Subramanian.

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