CX Management
Customer experience management is not easy — building the program, acquiring and honing talent, establishing a credible enterprise governance structure, and asserting financial expectations are piece parts of a complex structure that is often in place to change the very nature and performance of your company. Getting it wrong destroys trust and results — getting it right is fuel.
CX-Led Change
Customer experience is an internal disruptor, driving sometimes deep-rooted operational and organizational change to enable firms to compete on the basis of experience. The opposite is also true: If your CX team is unable to address internal silos that fracture journeys and frustrate customers, CX may fail in its basic role of creating differentiated experiences that serve as an engine of growth.
CX Measurement
Customer experience measurement is an operational game. It should be surgical, telling you exactly where and how to invest to create value for customers and grow revenue. Winning the game depends on translating measurement into precise action and persistent results.
CX Performance
Customer experience is charged with creating a clear link between the experiences customers enjoy and the growth your firm realizes. It has not yet met that potential. And it is no small task. CX teams need to anticipate customer behaviors and expectations, select those experiences that matter most to customers and growth, and design experiences that drive affinity in an unforgiving, sometimes volatile market.
Customer Experience Insights
Improving Customer Experience By One Point Can Drive More Than A Billion Dollars In Revenue
How (And Why) To Leverage CX Champions Programs
The Future Of CX
Understand the dynamics that will invigorate and reshape CX over the next 5–10 years.
Our Customer Experience Team
Andrew Hogan
Principal Analyst
Joana van den Brink-Quintanilha
VP, Principal Analyst
Maxie Schmidt
Principal Analyst
Predictions 2020 
A new decade begins with great uncertainty. Sweeping changes are poised to take place. But which ones? Read Forrester’s Predictions 2020 Guide to discover the dynamics that will define 2020 and beyond.
A new decade begins with great uncertainty. Sweeping changes are poised to take place. But which ones? Read Forrester’s Predictions 2020 Guide to discover the dynamics that will define 2020 and beyond.
Dive deeper and get your questions about 2020 answered. Register now for our complimentary predictions webinar on January 23.