Customer Experience Leaders
Earn devoted loyalty and fuel growth.
As a customer experience (CX) leader, you align your organization around customer value. From the C-suite on down, you advance customer-centricity — evaluating experiences from the customer’s point of view. This approach drives loyalty and growth. But rallying the necessary level of focus and alignment is tough, to say the least. It requires persuasiveness, adaptability, and determination to move the needle and realize your CX vision.
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Challenges We Can Help You Tackle
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.
Leverage Journey Maps To Drive Transformation
How To Use Journey Transformation To Kick-Start A Customer Experience Transformation
Select A Beacon Metric That Works For Everyone
Align Stakeholders On The Right Customer Experience Beacon Metric
Build A Chatbot Customers Love
Unlock The Secret To Designing A Better Chatbot
Hear Forrester VP and principal analyst David Truog share best-practice tips on how to design and continuously improve experiences that increase customer loyalty.
Bold Solutions Fit For You
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.
Deliver Experiences That Fuel Growth
Forrester Decisions for Customer Experience helps leaders strengthen their CX discipline, maximize the ROI of CX improvements, and tie customer experience to business results.
What Our Clients Are Saying
Building a scalable cx team structure with dell.
Discover how the Services organization at Dell designed a scalable CX team structure that’s gone from small to robust.
NRG Shifted Its Culture For Customer Relationship Management
Find out how NRG created a customer-focused culture that strengthened and streamlined customer relationship management.
See more of our client success stories and learn about the ROI your peers have realized through Forrester Decisions.
Upcoming Events For CX Leaders
Cx summit apac.
May 28, 2024, Sydney & Digital
CX Summit North America
June 17-20, 2024, Nashville & Digital
CX Summit EMEA
June 24-26, 2024, London & Digital
Daniel Kahneman Changed How We Think About Consumer Choice And Brand Strategy
“change now” for sustainable and profitable solutions, 50/50: private label is coming for you, balancing personalization & optimization in commerce search, meet a few of our customer experience analysts.
Rich Saunders
Senior Analyst
Kara Hoisington
Principal Consultant
David Truog
VP, Principal Analyst
Judy Weader
Principal Analyst
Get in touch to learn how Forrester can help with your CX challenges.
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Experience 2024
See the exciting new releases from the keynote.
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Forrester Research: The Business Impact of Customer Experience
To help customer experience management professionals prove the business value of a better enterprise customer experience, Forrester built simple models that show how revenue increases when a company’s Customer Experience Index (CxPi) score goes up. Forrester’s models capture revenue benefits from three sources:
1. Incremental purchases from existing customers in the same year.
2. Revenue saved by lower churn.
3. New sales driven by word of mouth.
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- Invest in top drivers of CX in customer service and contact center
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The Forrester Wave™: Digital Operations Planning And Analytics, Q4 2023, Shows A New Generation Of Options
Liz Herbert , VP, Principal Analyst
We recently completed The Forrester Wave™: Digital Operations Planning And Analytics, Q4 2023, covering what is also known as enterprise performance management (EPM), financial planning and analytics (FP&A), or extended planning and analytics (xP&A). This is the first time that we’ve updated this Wave since 2016, and a lot has changed!
We see significant interest in this category because there’s an increasing need for sophisticated modeling and planning tools for making critical business decisions with revenue and costs directly in view.
Some of the key themes that we discovered in this research include:
- Modeling and planning software is moving to the cloud. Many of the vendors we evaluated still have on-premises customers (and some still sell to them actively), but the vast majority of new deployments are now in the cloud, which offers benefits of agility and innovation.
- AI is center stage. Modeling and planning by definition involve advanced analytics and insights. Thus, this category is making use of AI for more advanced predictions and recommendations.
- The space still shows a wide variation for complexity and global scale. While the market is full of choices and activity through M&A and private equity investments, we still see a dynamic where only a select few are proven at the most complex of global enterprises.
Want to learn more? Check out the research and how the players stack up here , and please set up a guidance session or inquiry to talk more.
- Age of the Customer
- Business Technology (BT)
- Digital Transformation
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Forrester Decisions for Customer Experience is tailored to help you succeed at your most pressing priorities: Establish, fund, and scale the CX function. Gather 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.
From the C-suite on down, you advance customer-centricity — evaluating experiences from the customer's point of view. This approach drives loyalty and growth. But rallying the necessary level of focus and alignment is tough, to say the least. It requires persuasiveness, adaptability, and determination to move the needle and realize your CX ...
We know that customer obsession is the best path to revenue growth, profitability growth, customer retention, and employee engagement. Each Forrester Decisions service includes signature customer obsession research along with tools to make customer obsession a reality at your organization. Built for you. Each of the Forrester Decisions services ...
CAMBRIDGE, Mass., June 2, 2021 /PRNewswire/ -- According to Forrester's (Nasdaq: FORR) US 2021 Customer Experience Index (CX Index™) rankings, 21% of brands saw a significant score increase compared to 2020. The pandemic forced brands across industries to change their approach to customer experience suddenly. As the coronavirus crisis worsened, brands responded to evolving customer needs ...
The company or brand that crosses that breeches their customer's trust should be prepared to lose the customer. Forrester is predicting that companies (20% in Europe and 10% in the U.S.) will ...
Forrester (Nasdaq: FORR) is one of the most influential research and advisory firms in the world.We help leaders across technology, marketing, customer experience, product, and sales functions use ...
In a rapidly changing business landscape, the pulse of successful customer experience (CX) management beats in sync with cutting-edge strategies and adaptive planning. The Forrester Planning Guide highlights the crucial insights that will empower CX leaders to steer their organizations toward a thriving future. Navigating the turbulent waters ...
Forrester is one of the most influential research and advisory firms in the world. We help leaders across technology, customer experience, digital, marketing, sales, and product functions use ...
Brands' lack of customer focus reverses CX momentum gained during the pandemic. NASHVILLE, Tenn. and CAMBRIDGE, Mass., June 6, 2022 /PRNewswire/ -- According to Forrester's (Nasdaq: FORR) US 2022 Customer Experience Index (CX Index™) rankings, CX quality fell for 19% of brands in 2022 — the highest proportion of brands to drop in one year since the inception of the survey.
From the Forrester Research report, "The Path to Customer Experience Maturity" Not so long ago, many companies never heard of the term "customer experience." Now, it's as commonly discussed ...
• According to Forrester research (via Retail Customer Experience), brands that do best with CX bring in 5.7 times more revenue than their counterparts who lag in this area.
To help customer experience management professionals prove the business value of a better enterprise customer experience, Forrester built simple models that show how revenue increases when a company's Customer Experience Index (CxPi) score goes up. Forrester's models capture revenue benefits from three sources: 1.
Contributing Research: Forrester's Future Of Work research group Conclusion Market dynamics necessitate product and service evolution, but it's experience that distinguishes offerings and yields growth. In our survey of 161 CX and EX decision-makers in the US, we found that: • Leaders prioritize customer experience and customer engagement
Years later, my first customer experience (CX) job called for candidates who could "think big and act accordingly." ... In addition to best-practice research and tools, Forrester VIP clients have access to case studies, peer discussions, and exclusive networking at our upcoming Executive Leadership Exchange at CX Summit North America.
According to Forrester research, 64% of CX leaders expect to have larger budgets in 2024 for CX initiatives. ... The report, titled "Forrester Planning Guide 2024: Customer Experience," recommends investing to drive customer-focused action that supports an organization's goals to turn around declining CX quality. For example, leaders should ...
Some of the key themes that we discovered in this research include: Modeling and planning software is moving to the cloud. Many of the vendors we evaluated still have on-premises customers (and some still sell to them actively), but the vast majority of new deployments are now in the cloud, which offers benefits of agility and innovation.
View all 3. Proper Resources. Robust customer advisory boards need the proper resources in place from the start in order to ensure success. This includes the necessary personnel: in addition to a ...
Like #KateGate, AI distrust is the default, and consumers are ready to call out companies that misstep — with extreme cases such as the Willy Wonka experience in the UK that devolved into a Fyre ...