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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The New South Wales Government Embarks On A Bold Journey To Improve Customer Experience

The most populous Australian state is rolling out a unique CX improvement plan. The goal? Match or exceed the customer experience in the private sector.
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The Impact Of Learning On Your CX Transformation

Investments in education have a multiplier effect: Employees are more likely to stay with a company that invests in their career development, while employers gain a more engaged workforce.
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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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