Background shape 1 Copy 21 Created with Sketch.

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 CX Professionals

Podcast

We’re At The Employee-Experience Strategy Inflection Point

The coronavirus pandemic has accelerated the arrival of the future of work. To succeed amid the rapid change, enterprises must build a strong employee experience, says Principal Analyst David Johnson. Learn more on this episode of What It Means.
Listen Now
Blog

Do You Know Your New Customer Journeys?

New customer journeys are emerging as digital adoption accelerates during COVID-19. These are journeys you’ll want to map, because a journey map is often the first opportunity to view the end-to-end customer experience and understand the wants, needs, and pain points of your customers as they navigate that journey.
Read More

Webinar: How To Prove The ROI Of CX

Learn more about the ROI of CX and CX measurement 

Revitalize CX Measurement & Prioritization

A guide to prioritizing CX projects with the greatest business impact and demonstrating their contributions in a cost-sensitive environment.

Capturing The ROI Of CX

Capturing The ROI Of CX

Customer experience makes financial sense. A 1-point increase in CX Index™ score can equal up to $1,000,000 in additional incremental revenue.

 

The trick is making a persuasive, stakeholder-ready business case. We’ve made it easier. Download our complimentary step-by-step guide to building a financial case for CX. It includes a customizable CX ROI calculator.

Thank you for downloading.

PDF and XLS are a zipped file.

Download ALL Materials

 

Learn more about the ROI of CX and CX measurement in a complimentary webinar hosted by Principal Analyst Maxie Schmidt-Subramanian.

Watch Now