Customer Experience
Leaders

Earn Devoted Loyalty And Fuel Growth

As a customer experience (CX) leader, you rally your organization around customer needs. You dismantle old ways of working and build new ones through the introduction of CX-focused disciplines that drive up efficiencies, competencies, and ultimately deliver business results. To succeed, you must build a vision and act with precision. And you do it all while fighting an uphill battle to secure buy-in, budget, and alignment.

Challenges You Face

You aim to justify greater CX investment while demonstrating the value and influence of CX initiatives. It takes continuous effort to master the discipline of customer experience and earn the devoted loyalty of your customers. Forrester helps you face the day-to-day challenges you must overcome to achieve success for your organization, including:

  • Making the case for an established CX function.
  • Operationalizing CX across the organization.
  • Linking CX to ROI and business goals.
  • Connecting employee and customer experience.
  • Embedding customer data through businesswide operations.

Hear Forrester Analyst David Truog share best-practice tips on how to design and continuously improve experiences that increase customer loyalty.


How Forrester Helps You Drive Business Results

Forrester empowers customer experience leaders to mature their organization and fuel predictable business growth with experiences intentionally created to drive loyalty across customers’ most meaningful touchpoints.

Bold Solutions Built For You

Gain access to research, expertise, and guidance from Forrester so that you can anticipate what’s ahead and shorten the distance between bold vision and superior impact.

Customer Experience Leaders
  • Forrester Decisions for Customer Experience

    This service was built for you. We provide tools and frameworks to help you tackle your priorities and offer hands-on guidance from our experts so you can apply research within your organization and accelerate impact. Learn more.

  • Consulting

    Forrester Consulting gives you the flexibility to do the work yourself or request help from experts. Our options range from quick half-day workshop sessions that help your team jump-start its work with Forrester to fully customized long-term transformation initiatives. Learn more.

  • Events

    CX Forums on three continents provide insights, energy, and access to the latest research and thinking from Forrester. See CX Forum dates for your region.

  • FeedbackNow

    Rapidly improve your customers’ experience by continuously capturing real-time customer experience feedback.

Blog

ACI ASQ Surveys + FeedbackNow = A Quest To Improve Real-Time Customer Experience

Steven Peltzman 6 days ago
Collecting solicited feedback at the exact time passengers live the experience is the only way to truly assess the quality of that experience as it moves through all touchpoints of their journey. ACI and FeedbackNow are committed to enabling this so CX leaders can improve the passenger experience.
Read More

Capture Value For Customers

Identify value drivers that matter for your customers and define metrics to measure performance.

Blog

Post-Pandemic In-Store Shopping: Consumers Reconsider The Value Of The Store

Anjali Lai July 15, 2021
Now that consumers have experienced the convenience of online purchasing, shoppers are rethinking the purpose of the in-store experience.
Read More
Blog

Where Do Hong Kong Consumers Stand On The Financial Well-Being Spectrum?

Aurelie L'Hostis July 13, 2021
Even before the onset of the COVID-19 pandemic, Hong Kongers were already juggling multiple financial challenges, and many felt worried about their financial situation. The pandemic has impacted consumers’ finances further, with many lacking financial resilience and confidence in their financial future. Financial well-being isn’t just about having a certain bank account balance or amount […]
Read More

Meet A Few Of Our CX Analysts

Capture The ROI Of CX

How To Build Your Customer Obsession Strategy

Download our complimentary guide, “Capturing The ROI Of CX,” to get clear instructions on how to build a CX business case and measure financial results.

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