Forrester Decisions for Customer Experience

Devoted customers will pay 50% to 200% more to stay with your brand. Inspiring and maintaining such loyalty requires your organization to master the discipline of customer experience (CX), which necessitates a shift from the “quick fix” mentality to a continuous transformational effort.

Forrester Decisions for Customer Experience empowers CX leaders to mature their organization and fuel predictable business growth. With a combination of bold vision, curated tools and frameworks, and hands-on guidance, you’ll deliver experiences intentionally created to drive loyalty across customers’ most meaningful touchpoints.

Deliver Experiences that Fuel Growth

Mature The CX Function

Strengthen and scale the CX discipline with a clear understanding of which capabilities to build and how to build them.

Maximize The ROI Of CX Improvements

Align CX investments to the experiences that improve loyalty and impact revenue.

Tie CX To Business Results

Prove the impact of CX initiatives and secure funding by continuously linking CX to key business outcomes.​

Key Priorities

As a customer experience leader, you’re on a mission to strengthen your CX organization by ensuring it continuously delivers and demonstrates value. Forrester Decisions for Customer Experience is tailored to help you succeed at your most pressing priorities:

  • Establish, fund, and scale the CX function.​
  • Collect and analyze data for customer insights.
  • Embed customer insights into the business.​
  • Design experiences that drive loyalty.
  • Enable CX with technology.
  • Measure CX performance and prove ROI.

What’s Included In This Service

Forrester Decisions services are uniquely built to give you strategic insights for your role as a business leader in your organization and help you deliver on your functional role as a division or department leader. Here’s what’s inside:

Stay ahead of changing customer and market dynamics, plan for the future, and set your strategy with leading research. ​

  • Customer obsession research
  • Customer insights
  • Trends and predictions
  • Market forecasts
  • Technology and service provider landscapes

Empower your team to conquer your priorities with proven strategic models and plug-and-play templates. ​

  • KPIs and peer benchmarks​
  • Assessments​
  • Strategic models​
  • Strategy templates​
  • Forrester Wave™ evaluations for your function
  • Certification courses

Accelerate progress and de-risk decisions with best practices tailored to you and your team​.

  • Guidance sessions​
  • Peer discussions
  • Event attendance​
  • Dedicated relationship management

I am constantly being inspired by the research Forrester produces — in my case, research to improve our ability to design and inspire customer experience.

— Yvan Goupil, head of customer and marketing insight, Virgin Money UK

Service Model Spotlight

The Forrester Customer Experience Leader Success Cycle

To bring customer obsession to life, CX leaders must organize stakeholders enterprisewide to create a consistent, on-brand, and high-quality experience. CX leaders who succeed will drive customer loyalty, deliver business results, and justify greater investment in CX.

Support For Executives, Leaders, And Team Members

Forrester Decisions for Customer Experience offers multiple levels of service to ensure the right expertise and degree of support for you and your team. All service levels offer access to research, tools, data, and certification courses.

VIP Leader

Leverage support from a trusted partner and former executive who understands your challenges and supports your strategic agenda every step of the way.

Availability may vary by geographic region.

Leader 

Procure deep expertise across your functional discipline through expert-led guidance sessions that help you apply unique research, tools, and data to your specific needs.

Team 

Develop a common language and toolset to strengthen your team’s expertise and skill sets with access to relevant certification courses and insights.

Meet A Few Of Our CX Analysts

Looking for more time with experts? 

Get in touch with our consultants to jump-start your initiative, execute on your Customer Experience transformational strategies, or anything in between.


Blog

The CMO And CXO Must Partner To Transform The Customer Experience

Thomas Husson 2 days ago
McDonald’s Corp. just named company veteran Manu Steijaert as its first global chief customer officer, who will lead a new customer experience (CX) team. The team will combine operations in data analytics, digital customer engagement, marketing, restaurant development, and restaurant solutions. After CVS and Walgreens, here, too, the CMO reports to a chief customer officer, […]
Read More
Blog

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

Steven Peltzman July 21, 2021
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
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.
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