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


Accessible Pizza And Other Highlights From CSUN 2019

Accessible digital design is more possible and more relevant than ever. Find out how it can widen your customer base while making life easier for people with disabilities.

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B2B Is Also B2P (Business To Person)  

The term “business-to-business” can be deceptive: You’re never really selling to a business; you’re selling to people who happen to work at a business. Principal Analyst TJ Keitt explains why this makes B2B CX a crucial consideration. 

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CX Certification

Advance your CX program. Learn cutting-edge skills.

June 11–12 • New York

Achieve Radical CX Innovation

Learn skills and get inspired at CX NYC 2019.

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