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


Wealth Management Firms: You Need Videos On Your Websites And Apps

Video content can help wealth management firms engage customers, answer their questions, and improve their experience. In four steps, learn how wealth management firms can best leverage video.

Read More

Why And How To Improve The Government Customer Experience

When federal agencies improve CX, the public is more willing to engage the agency, comply with its directives, and forgive its errors. Read the six components needed to improve CX management.

Read More


Forrester Launches CX Certification

Build the CX skills needed to drive growth.

April 2–3 • New York

Beyond The Direct-To-Consumer Revolution

Join us for Consumer Marketing 2019.

Ready to speak with Forrester?

Thanks, we will be in touch soon. In the meantime please subscribe to our insights or give us a call:

  • +44 (0) 2073 237741 (Europe)
  • +1 615- 395- 3401 (United States)
  • +65 64267036 (Asia)